Susie Mcinnish Email & Phone Number

• Manage team of 11- L1/L2 Product Support Engineers providing 24/7 Support to 1400+ Large Enterprise North America customers• Manage average case volumes of 1900+ month• Handle customer escalations• Develop and successfully drive KPI’s• Develop new employee onboarding training boot camp per Trintech Product Suite• Established Quality Touchpoint Improvement Program (QTIP) improving the customer’s phone experience

Addison

Addison

• Established process and procedures for new support department including call reporting to C-level management.• Manage product support help desk of 4 L1 analysts with an average call volume of 2000+ monthly• Managed client support for financial data collection division for over 170 clients with over 16,000 + accounts • Coordinated and managed all application and environmental upgrades for SaaS business with Rackspace and internal Tech Services team• Increased automation allowed for a 45 minute response time to all calls to be implemented and maintained • Performed proprietary software training to all new Dataflow Services employees• Developed and implemented onboarding plan for new hires in Support Dept  Accomplishments Automated divisional customer billing process resulting in a 4 ½ day reduction to complete Utilization in proprietary software to automate and provide better metrics  Managed SaaS global support growth without increasing head count Transitioned SaaS and Dataflow Services business lines from SAS70 Type III to SSAE16- ISAE3402 certification Completed SAS70 type I and II audits since 2006 without any exceptions

System Administrator – Fixed Assets Department• Worked closely with Fixed Assets major projects to assist in the development and implementation of an asset merging process in the Oracle FA module.• Project lead for the development and implementation of creating capital journal entries, adjustments and reclasses within the application to interface with the FA module• Responsible for development and administration of application training to users• Consultant to the Reconciliation department for the ReconNet application on an on-going basis including new user training and Tracker software issue resolutionSystem Administrator – ReconNET• Analyzed ReconNET to enable the newly created reconciliation department more effective use of software• Implemented the Research Module, which reduced phone time dramatically for calls on this subject. Results of this project were more evident with the C-level executives by that years audit of a $1.5 million write off to zero in the next.• Implemented the bank to book feature in ReconNET, which resulted in the group taking on other projects and more balance sheet reconciliations. Streamlining the process and cutting resource costs• Built and implement four new processes for disbursement bank accounts• Project Manager for the implementation of an escheatment software package• Responsible for development and administration of application training to usersBank Reconciliation Supervisor• Supervised bank reconciliation department• Responsible for all account “clean up” on reconciliation’s that had not been reviewed in over a year• Heavily involved in month end general ledger close process• Configured and implemented automated journal entries to post over/shorts, bank adjustments/fees and miscellaneous bank adjustments from the ReconNet system to cash general ledgers within the current period, reducing reconciliation line items• Developed financial reporting for operational utilization