Mark B. Email & Phone Number

Submit and test application/system defects and enhancements to the Development and Business System Analysts for the Integrator Advance system.Interact with Product Management related to defects and other special projects as needed. Ensure resolution of all escalated issues.Upgrade and perform installations of the Raddon Financial Group’s proprietary Integrator Advance application.Daily working with the Integrator Client Care team for issues escalated to the second level support to resolution with the QA, Business System Analysts and Developers for the Integrator Advance and surrounding products. Working with the various levels and geographical locations of clients and internal associates – collaborating together.Assist with answering and resolving inbound calls and cases submitted for the Query Builder, Publisher, Campaign, Mapping, Security Center and Update Manager modals of IA.Providing support for the Integrator CRM/business intelligence application to the Raddon Financial Group’s clients.Installation and upgrade of the RFG product line; Client/Server, networked and stand alone configurations, including the surrounding products CEO Strategies Report Tool and nextPROFIT applications.Prioritize cases from 1 - 4 and work the issue to meet SLA’s for the client, until resolution.

Fiserv’s Next Multi-Channel Marketing application.Primary project contact for clients and internal groups throughout the project implementation plan to ensure completion in accordance with client requirements/contract for the project’s live dates and key timelines - In-house and ASP installation setups.Provided project feedback and status updates to key stakeholders, while managing multiple Next MCM tasks and update the project plan accordingly, in close coordination with the Project Manager.Configured with clients query criteria with connection hooks to databases for the campaign targets for promoting the right product or service at the right time for customers, via ATMs, Internet banking, IVR, at the branch, Mobile and Bill Pay channels. Training and setup of the product’s various modules feature functionality and reports. Escalate and resolve any outstanding situations.

Assisted clients via phone, web and tracking system, for the all questions, application assistance and issues regarding the CRM products for Open Solutions; Open Data product and cView.Supported the cView relationship management and report writer of the DNA core products suite, including Interactive Management Center, Dynamic Messaging Manager, Activity Manager, Query Builder Report Writer and Publisher applications.Liaison for the client with the QA and Development teams for the OSI products.

Lombard, Illinois, United States

Provided detailed analysis of issues received from clients and internal associates as well, while working in the Client Care/Professional Services group for the Integrator MCIF system: Client/Server, networked and stand alone configurations.Logged, tracked, problem solved and managed all issues professionally.Additional support for the data systems - iList, iMatrix, iLink, CEO Strategies Report Tool, nextPROFIT, Market Area Analysis surrounding products.Acted as the primary point-person for RFG Client Services Team during the implementation of the Service Now product for the team’s logging system.Continued to uphold RFG’s strength and reputation of Raddon Financial Group, excelling in client-focus with the product solutions.

Lombard, Illinois, United States

Provided support for high-level issues relating to the iNTEGRATOR and surround software; RFG’s proprietary systems.Provided second level technical support of RFG software to customers and employees.Resolved data extract and database problems for RFG software products.Created the setup of new client databases and responsible for processing new On-Site client’s databases with RFG applications.Conducted Client/Server and stand-alone installation/setups for the RFG applications.Liaison for all escalated issues for Client Support team and Development/QA teams for RFG software products to resolution both internally and external clients.Participated in the design meetings of new products to ensuring that products include the user perspective.

Chicago, Illinois, United States

Software support for applications used by marchFIRST in the Business Development, Practice and Project Management processes.First level support for Evolve Software; ParaLinc, ParaTrac and ServiceSphere, HyperionWired Analyzer and Onyx Customer Center.Providing support on Campus; marchFIRST’s web-based, e-learning tool with access to over 1,500 CBT courses and Community; course-specific chat rooms, quizzes, tips, and techniques. Central - marchFIRST’s Corporate Intranet work site.Consultant – Projects:Verson/Allied Products, Chicago, IllinoisProject Management Resource, providing day-to-day support in such areas as project governance, project communications, and project documentation for the VIT 2000 Project Team. Use of Query/400, DDS and a CL-program to assist the AS/400 programming team develop a costing report for the project.APCOA/Standard Parking, Chicago, IllinoisProject assistant for organization of project documentation for the AS/400 Programming Team.Waste Management, Inc., Oak Brook, IllinoisProvided technical support for customers with regards to internal operating, network, and/or telecommunications systems for Waste Management, Inc.Responsible for providing day-to-day end-user support for, diagnosing and resolving issues in regards to internal operating, network, and/or telecommunications systems for a client base of over 50,000 users at over 700 sites across North America. The multi-node network of over 1,000 AS/400’s offered performance challenges such as connectivity over Ethernet, Token Ring, TCP/IP, SNA and SNADS connections to the AS/400 and remote controllers. Provided support for PC Applications including Client Access, Rumba, Power Term and NetSoft. Used emulation packages to perform the daily operations, billing sales and collection processes, which were functional on both the AS/400 and mainframe platforms, and PC applications as well.