Donald Mathis Email & Phone Number

Arlintgon, Tx

*Served as a SME / Business Liaison for J.P. Morgan Chase Consumer and Community Banking. Supported CCB Sub-Lines of Business included Retail Operations, Credit Card, Auto Finance, and Mortgage/Home Lending. Population: Approx. 50,000 *Bridged partnerships between the Line of Business and Technology partners during projects / change events that directly or indirectly impacted the Business.*Primary approver for change events with direct or indirect impacts to supported Lines of Business.*Tracked all projects initiated on behalf of the business from Kick-Off to Go-Live. This included telephony expansions, telephony decommissions, site relocations, net new NICE / Virtual Desktop solutions, user domain migrations.*Coordinated and tracked User Approval Testing with pilot populations during projects / change events.*Provided Go-Live support at an issue triage level, for Business populations post implementation.*Conducted Information Owner approvals for user access requests to NICE Call Recording application servers and the Virtual Desktop platform.*Conducted scheduled maintenance activities aimed to reduce the presence of inactive users within the NICE and Virtual Desktop environment, thus producing significant cost savings.*Provided daily tier 1 Issue triage and support for application issues experienced by the user population. Cross impacted advanced tier technology support partners when necessary.*Constructed and maintained procedural documentation, which focused on best practices utilized for business support.

Arlington, Tx

*Served primary role as NICE Call Recording Administrator, and back-up approver for change events that directly or indirectly impacted supported Lines of Business.*Performed daily health checks to ensure call recording for all supported groups. *Maintained group hierarchical alignments within the NICE application for all Lines of Business that used the application for call recording and canned reporting. *Performed UAT Testing on behalf of the business for NICE deployments and NICE server migrations.*Support duties performed within 9 NICE application servers, housing over 40,000 unique users.

Arlington, Tx

*Started my career with Chase Auto Finance as a Customer Service Representative from November 2009 to March 2010.*Participated in System Support Mentorship in April 2010, which transitioned into a full-time position as System Support Specialist. I performed administrative and troubleshooting duties for all applications utilized by Auto Finance Customer Service. I also served as primary NICE administrator for Student Lending and Commercial Banking customer service.

Bachelor Of Science - Bs, Sports And Exercise

Bachelor Of Arts - Ba, Psychology