Stuart Gray Email & Phone Number

Louisville, Kentucky, United States

• Oversee performance meetings with ATM vendors to ensure service line agreements (SLAs) meet expectations.
• Collaborate with internal groups and vendors to negotiate multimillion dollar contracts that created beneficial outcomes for the bank.
• Create business change requests for vendor contracts when contract amendments are necessary.
• Serve as an escalation point for internal groups to escalate poor performance with ATM vendors.
• Lead business priorities and collaborate with internal and external stakeholders, including executives and business line owners to drive product vision for the ATM monitoring application.
• Utilize data analytics tools such as Power BI, Excel and SQL Server Management Studio to drive business decisions and identify issues through data.

Louisville, Kentucky, United States

• Provide customer service to customers by supplying ATM troubleshooting assistance and opening tickets with vendors.
• Troubleshoot complex ATM issues to improve availability.
• Monitor multiple authorization links to ensure maximum uptime.
• Present and lead a daily status report on ATMs down over 24hrs to internal groups for resolution.
• Escalate long running ATM issues to vendor management.

Pittsburgh, Pennsylvania, United States

• Accept up to 100 phone calls/day from branches and be the first point of contact to troubleshoot ATM issues.
• Create and update 100s of tickets within the ATM monitoring program.
• Dispatch vendors to sites to resolve issues that can't be resolved remotely.
• Be the first escalation point for all ATM escalations.
• Open incidents for high level issues which could include major ATM or authorization link outages.
• Email and communicate with appropriate groups for issues outside of the help desk responsibility.

Master'S Degree, Management Information Systems And Services

Bachelor Of Science - Bs, Criminal Justice/Law Enforcement Administration