• Primary tasks of this position include problem identification and troubleshooting of Deluxe Payment Exchange (eCheck) software/system issues • Issues are technical in nature concerning the Deluxe Payment Exchange (eCheck) product usability and/or system stability and requires strong problem-solving skills• Resolves customer issues using diagnostic and customer relations skills to reduce tension and rebuild trust in the Deluxe Payment Exchange (eCheck) product/service, program, and… Show more • Primary tasks of this position include problem identification and troubleshooting of Deluxe Payment Exchange (eCheck) software/system issues • Issues are technical in nature concerning the Deluxe Payment Exchange (eCheck) product usability and/or system stability and requires strong problem-solving skills• Resolves customer issues using diagnostic and customer relations skills to reduce tension and rebuild trust in the Deluxe Payment Exchange (eCheck) product/service, program, and organization• Assist customers via phone and remote software (Beyond Trust)• Service emphasis is on troubleshooting, maintaining and reselling the Deluxe Payment Exchange (eCheck) program and/or product• Track customer issues in Salesforce Show less

• Assist customers in issue-resolution utilizing your foundation of technical knowledge surrounding enterprise software and hardware.• Respond to inquiries through e-mail, phone and internet; diagnose and resolve issues using prescribed troubleshooting techniques and document efforts.• Focus is on customer satisfaction and customer response time• Be prepared for monthly code releases / service packs• Regularly work with multiple queues, multiple systems• Work closely… Show more • Assist customers in issue-resolution utilizing your foundation of technical knowledge surrounding enterprise software and hardware.• Respond to inquiries through e-mail, phone and internet; diagnose and resolve issues using prescribed troubleshooting techniques and document efforts.• Focus is on customer satisfaction and customer response time• Be prepared for monthly code releases / service packs• Regularly work with multiple queues, multiple systems• Work closely with other technical resources and product development• Significant time researching multiple log files to identify and determine solutions for clients and users• Utilized Salesforce and Jira as ticketing systems Show less

• Answered inbound phone calls and emails from customers requesting assistance with Perceptive Content/ImageNow• Interacted with customer and understand needs; provide proactive suggestions as well as answers to improve customer satisfaction• Troubleshot and resolve issues utilizing Perceptive Content/ImageNow systems, utilities and support processes with assistance and direct oversight from team members; learn best practices for problem resolution• Assisted customers with issues… Show more • Answered inbound phone calls and emails from customers requesting assistance with Perceptive Content/ImageNow• Interacted with customer and understand needs; provide proactive suggestions as well as answers to improve customer satisfaction• Troubleshot and resolve issues utilizing Perceptive Content/ImageNow systems, utilities and support processes with assistance and direct oversight from team members; learn best practices for problem resolution• Assisted customers with issues arising from product upgrades, installations, and configurations• Was an advocate for customer requests; maintain ownership of request and follow through consistently with resolution• Provided regular and frequent communication to customer; ensure customer is fully advised as to the progress or delay to the resolution of their issue• Composed internal documentation that fully reflects all activity related to resolution of support request• Obtained a high degree of proficiency with supported software Show less

• Troubleshot and resolved issues with desktops, laptops, printers and other peripheral devices; both hardware and software related• Troubleshot and diagnosed network connectivity issues• Troubleshot banking core system software applications, and worked with vendor support to resolve issues when necessary• Supported and setup of mobile devices on mobile device management system• Installed, configured and supported hardware and peripherals within the scope of work and time frame… Show more • Troubleshot and resolved issues with desktops, laptops, printers and other peripheral devices; both hardware and software related• Troubleshot and diagnosed network connectivity issues• Troubleshot banking core system software applications, and worked with vendor support to resolve issues when necessary• Supported and setup of mobile devices on mobile device management system• Installed, configured and supported hardware and peripherals within the scope of work and time frame provided• Collected, analyzed and synthesized information, identified solutions, prioritized goals and responded accordingly• Provided training and assistance to end users• Wrote and maintained procedures for commonly used applications and tasks• Solved complex issues which arose from software and hardware vendors; installed software/hardware upgrades as needed• Read, analyzed and interpreted technical documentation reports• Built and maintained trusted relationships throughout the Bank• Represented the Bank and Services and Support team in a highly professional manner when working with other employees, clients and vendors• Completed job assignments in a professional, timely and efficient manner; organize and prioritize work• Maintained confidentiality; adhered to Crossfirst Bank policies and procedures; complied with laws, regulations and industry best practices Show less

• Used remote control tools solve 72% of incident calls on the first interaction with the customer • Analyzed data points from monitoring tools and reporting systems to determine the root cause of a problem and perform the necessary functions to resolve the problem• Adhered to established IT policies, procedures and standards and ensure conformance with information systems goals and procedures• Provided management with information on problems that are severe in nature or that are… Show more • Used remote control tools solve 72% of incident calls on the first interaction with the customer • Analyzed data points from monitoring tools and reporting systems to determine the root cause of a problem and perform the necessary functions to resolve the problem• Adhered to established IT policies, procedures and standards and ensure conformance with information systems goals and procedures• Provided management with information on problems that are severe in nature or that are exceeding target dates • Maintained a thorough working knowledge of the day-to-day operating environment, available tools, and client applications. Maintain a working knowledge of Service Desk and IT Operations procedures related to client services • Provided assistance in the areas of site support, and project specific assignments. Provide training as needed to end-users • Provided support for business applications • Performed other duties as required • Used Service Now ITSM ticketing software Show less

• Provided phone support and troubleshot technical issues for users and clients • Assisted users with log-on problems, reinstating revoked security, and changes in access privileges• Troubleshot system errors and lockups, and answered how-to system security questions• Routed second-level system questions to the appropriate individual/department• Processed all mainframe security requests and purchased approval security requests

• Market owner for Houston 2 MSCe and Miami 1 MSCe.• Collected wireless and wireline trunk inventory and/or minute of use data in support of network modifications.• Performed complex trunk group capacity studies and sizing to optimally maintain connectivity preventing service outages and interruptions.• Managed wireless network trunking performance/grade of service to Sprint-specified engineering standards (at or below P.01 Busy Hour).• Managed wireline network trunking… Show more • Market owner for Houston 2 MSCe and Miami 1 MSCe.• Collected wireless and wireline trunk inventory and/or minute of use data in support of network modifications.• Performed complex trunk group capacity studies and sizing to optimally maintain connectivity preventing service outages and interruptions.• Managed wireless network trunking performance/grade of service to Sprint-specified engineering standards (at or below P.01 Busy Hour).• Managed wireline network trunking performance/grade of service to Sprint-specified engineering standards (at or below P.001 Average Busy Hour).• Performed wireless and wireline right-sizing initiatives.• Implemented Least Cost Routing solutions and new cost savings connections which will help our Partners achieve cost savings initiatives. Show less

• Nextel network thinning project – tracked customer outages and resolutions.• Performed triage on customer service outage tickets and dispatched to fix agents.• Received resolution progress updates from Ericsson Management Services (EMS) and provided updates to Sales, Customer Care and upper management.

• Created and maintained projects within a Sprint web-based database to initiate and track changes to the Sprint wireless 911 networks from beginning to end.• Managed the implementation of new Public Safety Answering Points (PSAPs) into the Sprint wireless network for 911 Emergency Services.• Processed E911 service requests for new cell site activations based on Site Delivery and RF Engineering specifications to guarantee 911 calls route appropriately to the correct 911 dispatch… Show more • Created and maintained projects within a Sprint web-based database to initiate and track changes to the Sprint wireless 911 networks from beginning to end.• Managed the implementation of new Public Safety Answering Points (PSAPs) into the Sprint wireless network for 911 Emergency Services.• Processed E911 service requests for new cell site activations based on Site Delivery and RF Engineering specifications to guarantee 911 calls route appropriately to the correct 911 dispatch center.• Processed and coordinated E911 maintenance projects to implement 911 network changes requested by PSAPs, Local Exchange Carriers (LECs), Network Vendors and Site Development.• Wrote method of procedures documents. Show less

• Uploaded data to Sprint’s Mobile Positioning Center (MPC) used for wireless E911 via a MAPS Workstation.• Provisioned, edited and maintained 911 translations in the wireless switches (Lucent 5E and ECP, Nortel MTX and DMS 100).• Participated in the system testing and troubleshooting of Basic 911, E911 Phase 1 and Phase 2 with Public Safety Answering Points (PSAPs), Local Exchange Carriers (LECs), Intrado (ALI provider), CPE vendors and field testers to verify call routing and location… Show more • Uploaded data to Sprint’s Mobile Positioning Center (MPC) used for wireless E911 via a MAPS Workstation.• Provisioned, edited and maintained 911 translations in the wireless switches (Lucent 5E and ECP, Nortel MTX and DMS 100).• Participated in the system testing and troubleshooting of Basic 911, E911 Phase 1 and Phase 2 with Public Safety Answering Points (PSAPs), Local Exchange Carriers (LECs), Intrado (ALI provider), CPE vendors and field testers to verify call routing and location accuracy.• Ensured all tests results were compliant with FCC and telecommunications industry standards.• Participated in a hotline and 24x7 on call rotation to troubleshoot and resolve 911 issues and outages. Show less

• Performed database updates in Lucent wireless switches (using UNIX based commands and scripting) for projects such as voicemail rehomes, mobile code rehomes, monthly Local Calling Area updates, Abbreviated Dialing Code adds, mobile to land traffic migrations, trunk group adds, cellsite rehomes, NPA splits• Implemented database changes to accommodate new products and features such as IWF, E911, 3G, CALEA, WLNP• Member of the Quality Control team for Lucent Autoplex 1000… Show more • Performed database updates in Lucent wireless switches (using UNIX based commands and scripting) for projects such as voicemail rehomes, mobile code rehomes, monthly Local Calling Area updates, Abbreviated Dialing Code adds, mobile to land traffic migrations, trunk group adds, cellsite rehomes, NPA splits• Implemented database changes to accommodate new products and features such as IWF, E911, 3G, CALEA, WLNP• Member of the Quality Control team for Lucent Autoplex 1000 switches• Performed database audits to ensure compliance with company standards• Approved pending work requests of peers to prevent customer-affecting outages• Updated Sprint Lucent Translations Standards documents• Researched trouble tickets to resolve customer issues• Acted as temporary supervisor when needed• Tracked projects to ensure timely completion Show less