As Client Technical Support Representative, level 3, I serve as a senior technical support team leader by providing consultative, day-to-day support for financial institutions. In doing so, I work with C-suite executives and functional stakeholders at credit unions to provide actionable insights and increase efficiencies. Recognizing the crucial attributes that customer service plays in this work, I developed and scaled best practices for prioritizing and responding to inquiries and… Show more As Client Technical Support Representative, level 3, I serve as a senior technical support team leader by providing consultative, day-to-day support for financial institutions. In doing so, I work with C-suite executives and functional stakeholders at credit unions to provide actionable insights and increase efficiencies. Recognizing the crucial attributes that customer service plays in this work, I developed and scaled best practices for prioritizing and responding to inquiries and troubleshooting, diagnosing, and resolving high profile, complex issues. I continue to provide a high-level of customer service by training clients on how to get the results they want, researching and discussing alternatives solutions, when needed, and listening and resolving concerns and frustrations, when necessary. As a leader among my team, I have also trained my colleagues to provide service similarly. I also train new team members on end-to-end capabilities of the software product. It is a point of pride for me that a majority of these team members have progressed to higher level positions within the company. Among my accomplishments in this position: » Produced statistical reports on 16 department associates, tracking performance and historical trends for analysis by leadership. This data positively impacts team efficiency across multiple applications. » Created or reviewed 17 knowledge articles per month, contributing to data and staying current and relevant within the field. This is in conjunction with continuing education initiatives. » Selected to help drive performance and profitability of two account processing platforms, Portico and Reliance, serving nearly 500 clients. --Fiserv is a global technology provider serving the financial services industry, driving innovation in payments, processing services, risk and compliance, customer and channel management, as well as business insights and optimization. Show less

As Field Service Engineer, I designed and installed audio/visual systems for clients around the world, including Asia, Africa, and North America. Installation includes mounting and wiring the systems, ensuring communication among the systems, and calibrating for maximum user experience, troubleshooting as needed throughout. To do so, I traveled extensively, interacting with clients, training them on how to use the systems and run presentations.In addition to installation, this position… Show more As Field Service Engineer, I designed and installed audio/visual systems for clients around the world, including Asia, Africa, and North America. Installation includes mounting and wiring the systems, ensuring communication among the systems, and calibrating for maximum user experience, troubleshooting as needed throughout. To do so, I traveled extensively, interacting with clients, training them on how to use the systems and run presentations.In addition to installation, this position also included modification and maintenance of systems and equipment. In doing so, I also diagnosed system failures and excelled at identifying cost-efficient solutions for issues as they arose. This work experience and its travel requirements afforded me the ability to build strong relationships with clients from diverse backgrounds, cultures, and levels of seniority within the companies. These strong relationships lead to increased business and significant growth for the company as a whole. Among my accomplishments in this position:» Tasked with responsibility for the company’s clients in China, within a year of beginning the experience. This included regular visits to train new clients, calibrate and touch-up existing systems as well as training China-based engineers to handle smaller tasks and, finally, accessing the systems remotely to help resolve issues as they arose. --Evans & Sutherland is a computer graphics company that has developed advanced computer graphics technologies. It focuses on digital planetariums and digital cinemas worldwide. Show less

As Client Technical Support Representative, I established relationships with clients while helping to resolve technical support issues as they arise, specifically in the financial services industry. Additionally, I helped to establish policies and procedures that would help to guide the team. With the company for one year, I would return later at an elevated position to build on the work I began during this experience.

As Hardware/Network Specialist, I was responsible for networking 6 branch locations that encompass more than 300 employees. As a result, I was accountable for optimizing network performance. This position also included troubleshooting to de-escalate hardware issues and updating software with patches and new installations to close security loopholes and protect users. Additional responsibilities include training employees on basic computer usage and Microsoft Office. This… Show more As Hardware/Network Specialist, I was responsible for networking 6 branch locations that encompass more than 300 employees. As a result, I was accountable for optimizing network performance. This position also included troubleshooting to de-escalate hardware issues and updating software with patches and new installations to close security loopholes and protect users. Additional responsibilities include training employees on basic computer usage and Microsoft Office. This included configuring new employee workstations, such as hardware, software, and peripheral devices. As part of this responsibility, I took the initiative to organize computer and accessory assets that resided with the IT department. The result was that I was able to quickly replace parts, knowing what I had on hand and what would need to be ordered, saving the company time and money. I also particularly found my stride in multi-tasking while in this experience. It was common for me to be re-installing Windows on one work station, while training nurses on how the software worked, and also resolving printing issues. --Community Nursing Services (CNS) provides home health care, hospice, and palliative care to the community. With several locations around Utah, the company also delivers immunizations and flu shots as well as provides infusion pharmacy services. Show less

As Systems Administrator, I worked to network 300 remote dial up stations around the Greater Salt Lake City Area. This included supporting, configuring, maintaining, and upgrading in-house servers and customer networks.Additional responsibilities of the job included maintaining access and SQL server databases, including resolving issues as they arose, and reporting issues and efficiencies to leadership. In this capacity, I also trained clients on report generation related to… Show more As Systems Administrator, I worked to network 300 remote dial up stations around the Greater Salt Lake City Area. This included supporting, configuring, maintaining, and upgrading in-house servers and customer networks.Additional responsibilities of the job included maintaining access and SQL server databases, including resolving issues as they arose, and reporting issues and efficiencies to leadership. In this capacity, I also trained clients on report generation related to emissions testing for vehicle registration. --Applus Technologies delivers customized and flexible solutions in the areas of information management, decision support services, and business process management, designed to support its clients’ strategic, financial, operational, regulatory, and compliance decisions. Show less