Eva Mclaughlin Email and Phone Number

In this role I support the ITIL Service Management process framework used to deliver IT support across the UMS. The position is a blend of analytical and operational support providing reports and data to support informed decision making within USIT as well as day to day supervision of tier 1 servicedesk agents. As a key part of supporting a shift towards a service management culture; the position will act a resource to provide internal documentation, training, and process assessment to IT Support and Service Delivery Teams.

Oversee the management of the central service desk and provide training and coaching to employees. Support a full range of activities, these activities include: developing and leading a customer focused team that takes responsibility for and drives the resolution of, our customer services request and incidents.

As part of a collaborative, cross-functional team, I have help to define, implement, communicate, and improve service management processes based on industry best practices, such as ITIL. Other primary areas of responsibility include analyzing clients’ business technology needs;researching solutions; recommending and determining strategies; and developing,integrating and supporting custom and off the shelf applications and software systems.

Support a full range of activities which ensure the operational effectiveness and excellence of the business units. These activities will include: documenting workflow and making appropriate recommendations that will positively impact operational effectiveness; collaborating with business units to analyze trends and make appropriate recommendations that will positively impact the unit; and providing software, reporting and hardware support to the business units.Development knowledge of IBM Cognos Reportnet; end-to-end report development including interaction with end users to gather requirements, understanding report objectives, designing and developing reports and support organization-wide reporting. Consult with business units regarding site organization (information architecture) and the best use of SharePoint's features and functionality to meet business requirements. Development knowledge of out-of-the-box SharePoint features and configurations, use InfoPath to meet business needs and increase process efficiencies, SharePoint Designer workflows and maintenance, understand of the importance of SharePoint governance, support the infrastructure and System Administration tasks, procedures and disaster recovery.Provide knowledge of various Jack Henry core banking applications; CIF 20/20 end-user setup, Synergy administration, reports and document imaging and other assigned applications. Performed content entry for website in Profit Starts CMS, including build out of new pages, template modification, promotion creation, procuring and editing assets, ensuring link integrity, and became familiar with HTML and CSS within the CMS to ensure content design consistency and readability within the context and layout of website pages, apps, and promotional banners

Responsible for answering, commenting and replying to IT help desk inquires. Provide application support for incoming queries and issues. Respond to queries either in person or over the phone. Ask questions to determine nature of problem, walk staff through problem-solving process and follow up with staff to ensure issue has been resolved.

Responsible for booking new loans and processing daily maintenance, quoting and processing paid off loan files, tracking insurance on loans, providing internal & external customer service and acting as a backup to other duties within the department. I was also responsible for Fiserv EasyLender mortgage and consumer administration, the project implementation of Fiserv EasyLender, attended training for Fiserv EasyLender, created reports using Crystal Reports, integration to our core system, HMDA.

Responsible for monitoring and processing all items related to the Deposit Operations of the Bank timely and accurately.

Responsible for performing a variety of duties encoding, repairing and processing of checks and other transit items and processed check and cash letter adjustments through the Fed system.

Responsible for efficiently processing customer transactions in a fast-paced environment and responded to customer inquiries and concerns.