Christopher Borges Email & Phone Number

Detroit, Mi, Us

Charlotte, Nc, Us

Coordinated development team deployments for monthly and quarterly integrated releases acting as liaison with various production support teams to ensure implementations can be executed quickly with little to no impact. Supported daily review of incoming changes. Created monthly application patching schedule and change request records for critical applications to ensure compliance with information security standards while ensuring change evidence is collected. Conducted additional reviews of all changes impacting specific applications to ensure change collisions do not occur.

Charlotte, Nc, Us

Provided production support for 3 major business technology groups. Responsible for ensuring production issues are triaged and resolved as quickly as possible. Support integrated releases by assisting in the governance process prior to release and coordinate support the day of release. Track incidents using remedy while ensuring the team drives down any recurring problems to improve stability of the environment. Continually collaborating with teams to improve documentation and reporting. Earned Assistance Vice President title.

Charlotte, Nc, Us

Provided guidance to developers on the production change process and enforced governance policies to ensure stability of the production environment. Successfully migrated the engagement process from emails to the entire team to a SharePoint form. Process improvement allowed for documented tracking of team engagement and gathered additional data for reporting previously unavailable. Continually collaborated with team on enhancement of the enablement and governance process.

Charlotte, Nc, Us

Responsible for enforcement of operational standards for Windows and AIX automated ad-hoc user environments to ensure stability. Resolve user reported problems. Consult on processes being installed into environment schedulers. Ensure all processes are properly documented. Provide metrics and root cause analysis to identify processes for improvement. Support department projects as needed. Manage contactors and associates assigned to the area. Provide coaching and feedback to management for performance reviews.

Charlotte, Nc, Us

Responsible for ensuring stability and enforcement of operational guidelines for Windows automated ad-hoc user environment. Respond to user questions and resolved reported problem tickets. Consulted with users installing processes into JAMS. Ensured all processes are properly documented. Provided metrics and root cause analysis to suggest improvements for frequently failed processes. Supported department projects as needed.

Charlotte, Nc, Us

Serviced internal customers using AIM web based applications. Provided technical support to users, and after hours on-call support as needed for Windows and AIX based environments. Researched failed production processes, resolved issue if possible, and escalated issues as needed to developers/level 2 support teams. Debugged SQL jobs as needed and monitored the environment for any issues that may have impacted AIM customers. Created ad hoc reports as needed and worked on small projects for customers and the organization.

Charlotte, Nc, Us

Supervised 8 associates who provided support to 13 Co-Brand and Reward portfolios. Ensured all associates kept portfolios within service level agreement. Coached associates how to best resolve customer inquirers. Researched escalated request as needed. Provided monthly reports to manager, monitored products for production problems, resolved minor pc issues, facilitated training as needed, and communicated with various internal departments on a regular basis.

Charlotte, Nc, Us

Provided support to several product managers for 6 Co-Brand and Reward portfolios. Responsibilities included keeping all portfolios within service level agreement, meeting monthly quality goals and productivity goals. Responded to all service requests initiated by the contact centers, partners or customers. Reported any production issues or trends to the Product Managers.

Charlotte, Nc, Us

Processed various customer requests received via mail or initiated by the contact center representatives. Functions included account consolidations, escalated service requests, general mail and general account maintenance. Generated unique customer letters as needed. Additional responsibilities included meeting monthly quality and productivity goals.

Charlotte, Nc, Us

Serviced credit card customers in an effective and professional manner and resolved all customer inquiries. Cross-sold bank products based on customers needs. Responsibilities included meeting monthly quality, average handle time, and balance transfer goals.