Business Analyst with focus on ensuring internal applications meet current and future security guidelines and requirements.

Tasked with overhauling various EAA processes to better fit new organization and tower alignment structure. Updated documentation, processes, and workflows, as well as focused on various other projects.

Responsible for the Queue Management team, handling 25 techs working internal Tier 1 support. This includes scheduling, process improvement, training enhancements, and call volume KPIs. Tier 1 queue support helps support the 13,000 internal employees of Huntington National Bank, working directly with specific IT support teams within the department to keep functionality at its maximum.

Responsible for personnel and resources for the entire Columbus operation of Tier 1 Tech Support, including staffing, organization structure, direct correspondence with other tiers of support within the GTI line of business. I am held responsible for 54 techs in columbus, including team leads and operations specialists.

Started with Chase as a simple contracted tech, but was given increasingly more important roles and responsibilities. Was given control over internal requests, then became an operational specialist. Following that, became a team lead. Gained experience with leadership, running a team of as many as 20+ techs under my management. Worked on Root Cause Analysis and created extensive reporting metrics to track progress. Represented the project on Global meetings incorporating several different lines of business. Helped contract grow from general staffing to service provider, and helped establish the newly re-localized L1 support within the internal help desk. Worked such projects as the Aged Ticket project, the L1 Queue Clean-up and the Live Chat deep dive.

Responsible for handling escalations from as many as 45 techs within the Incident Response Center. Enforced focus of techs where directed; from calls to tickets to live chats.Did base level reporting and helped with onboarding procedures. Assisted in scheduling and attendance issues. Was promoted within 3 months of becoming OS.

I assisted clients from all across the nation with various financial issues and assisted in tax season volume with phone support for the Morgan Stanley web site. Assisted in password resets, browser troubleshooting, credit card replacement as well as fraud protection, Assisted with wire transfers as well as stock quotes. Dealt directly with clients as well as brokers and coordinated information between both.

I was responsible for helping coordinate the field agents, negotiated with clients for pricing for repairs, and assisted with the paperwork side of helping rehabbing foreclosed homes for major banks.

Started as a seasonal associate, was hired on full time. Became a lead in the small electronics department, and eventually helped run the warehouse functions within the store.