Mario Speca Email & Phone Number

Dresher, Pa, Us

Greater New York City Area

• Analyze functional and technical cases and provide a resolution in accordance with agreed customer metrics to ensure customer satisfaction (i.e. SLA/PSP)• Works as part of a team to resolve client issues that affect multiple clients.• Create new solutions to enhance the Customer Searchable database ensuring a faster service to the customers in the future• Share knowledge and practical experience through Misys Customer Services teams on product/technical skills to continually improve the capability and effectiveness of the Services/Support teams• Provide accurate information to the Development team, as needed, in order to allow them to correct the software without having to refer back to the originating customer• Maintains status of problem resolution and updates customer and team lead on resolution status. • Regular up-to-date accurate information is recorded in the call logging system (e.g. SFDC, SupportForce.Com) so that customers can see progress on the support cases• Adhere to existing policies and procedures.• Looks to assist in identifying Professional Services or Product Sales opportunities arising from customer calls. Ensure that these are passed on to the appropriate groups for action in order to drive increased revenue.• Documents known issues and solutions and ensures adequate internal communication of problem resolutions. Conveys customer feedback to management. • Participates on teams and special projects to improve product and service quality and client satisfaction.

Exton, Pa

Responsible for testing the functionality of a real time 24 x 7 multi-currency Commercial Loan Accounting System and identify issues to resolve problems with the programming staff, handle the creation of test scripts and train staff members as-needed.Assist with the conversion of divested loans to other financial institutions. Produce training procedures for the users of the Asset Based Lending Module and present the material to the employees of our clients. Support the AFS ASP Application Loan Operation Center by troubleshooting problems and answering questions from loan operations and clients. Interface with Level III (Commercial Lending Product), GroupWise (Novell), Microsoft Office, Lotus Notes, Customer 1st (Data Base) and Internet.Serve as liaison between the end user and AFS. Responsibilities include telephone help desk support for company products, problem related research, and de-bugging. Inform clients about product information updates and available maintenance support to promote and provide high levels of customer service.