Provide white glove customer service to all my clients. Making sure they know how to utilize their treasury product in the correct way to optimize their accounting department. Completing break fix situations so that way the client can get up and running in a timely manner. Working with our clients information technology department and correcting their FTP connection or as well correcting a payment file from Nacha (ACH) , ARP (Checks) and Wires. In certain cases if there's a defect I test that defect and provide feed back to my production team and upper management and what I think the correct may be.

● Application Support: Assist clients with how to navigate our treasury products. Educating our clients on how to optimize the product so that way it will meet business needs and it will improve business work quality.● File Formatting: Analyzing payment files and making sure it meets application standards.● FTP connection: Making sure that client's can have a B2B connection, so that way they process their payments in a secure and fast manner.● Password Reset: Rest password to only administrators of treasury product.● Security - Assist clients with a security application that SunTrust Bank Inc. mandates all of our clients to have installed in order to use the treasury products that create electronic payments. From installing the application to troubleshooting to see if it is the clients antivirus that is blocking our application. That can range from white-listing the executable files in whatever antivirus they are running. So that puts me in front of Webroot, Malwarebytes and a lot of other host based applications. I am on a special escalation team that handles all the cases that other technicians are not able to address. We work as a liaison between vendor and client if the needs the vendors assistance.

Assist Clients with a FTP migration that is Occurring so that way documents can be more secure and yet optimize data transmission. If a situation where to arrise then we will troubleshoot it according to the situation weather it is hardware or software.

● Active Directory: Assisting users with password reset and VPN reset.● NetIQ: Using an SNMP system for monitoring servers and when an issue with the servers came up, I would troubleshoot accordingly to the situation if issue was not resolved then I escalate the ticket.● Exchange: If client is having a problem with getting into the Outlook, re-configure the profile and assist with logging in. Create a (PST) file so that way a client is able to regain space on their E-mail account.● Service Management Systems (SMS): Using the ticketing systems to monitor the calls and to communicate with other departments if an issue was to arise.● Printer Issues: If a client is having a problem with printing from the host, then assist them with adding the print drivers from the server or make sure the print spooler is set up correctly.● Dell Kace K1000 Administrator Interface: If for some reason the computer’s name is not working then we can use K1000 to find the IP address affiliated with the host.● Avaya: Using Avaya administration to reset phone mailbox pins.● Kronos: Resting the pin for the attendance software.● Running RJ46 cables through subfloor for server moves or running the cables to new rack that is going to be installed.● Solarwinds: Using the application to make sure that the county DMZ is running normal, if a server in the DMZ goes red then we call the appropriate administrator. Also putting servers in an unmanaged mode so that modification can be made to the server. ● RJ45: Manually creating RJ45 cables so that way devices are able to communicate when they need to.

●Active Directory: Supporting students, faculty and staff with password resets.●Citrix: Using Citrix to connect the servers so that way we can verify student, staff and faculty members also assisted the staff and faculty members in how to install the Citrix client on their computers.●VMware: Using VMware to connect to a server so that way we can get the student, staff, and faculty verified and also to reset their passwords.●Software problems: If a student has a problem with not view the school's website, do browser troubleshooting like clear cookies and cache, or clearing the java temporary files. Also if that does not work making sure that the browser is using the correct security setting to allow the website to be viewable.●Setup Mobile devices: Assisting clients with setting up their exchange account to their mobile device.●Wireless connection: If a device is not able to connect to the wireless access point, then go into the CMD and use the utility tools to make sure that the device is getting the correct IP address or that it can communicate with the DHCP server.●ServiceNow Ticketing: Knowledgeable in ServiceNow ticketing system.●Average Handle Call Time: Trying to meets the company's requirements with staying under eight minutes a call and also handling around forty calls a day.●Federal Regulation: Making sure that all my calls are following the Family Educational Rights and Privacy Act (FERPA)