Alexander Barker Email & Phone Number

Whitehall, Ohio, Us

• Research, assist, and resolve various core banking system issues and new projects• Deploy, test, and maintain upgrades to applications and operating systems on servers and workstations in a Microsoft environment• Manage information technology vendor relationships• Act as escalation point and SME for internal-facing applications• Administer and manage the operation of the network and critical servers

Whitehall, Ohio, Us

• Act as escalation point and SME for internal-facing applications• Communicate with third-party vendors to troubleshoot and resolve issues• Ensure technology is current and supports a highly efficient work environment• Provide support on information technology projects• Effectively communicate system outages and maintenance to associates

Milwaukee, Wisconsin, Us

• Advised as product escalation point for critical client issues, system outages, and internal escalations• Oversee client-facing ticketing system to reassign/delegate incoming tickets and ensure SLAs are met• Create and monitor reports to streamline productivity across the team and provide reports to management on request • Handle special projects brought forth by management related to supported product

Milwaukee, Wisconsin, Us

• Operate as first point of client contact through phone and email and thoroughly track, organize, and document all support related activities in an online ticketing system• Act as escalation point for advanced technical troubleshooting (Hardware/software installations, Application functionality, Connectivity to application servers, etc.)• Primary point of contact and liaison for issue troubleshooting and resolution, facilitate coordination between internal and external groups and client to resolve issues• Analyze system issues to determine root cause and communicate to clients the issue and resolution in a timely manner

Milwaukee, Wisconsin, Us

• Support client facing and back-end system for business banking software• Performed advanced product troubleshooting to check scanner driver installations, web browser/OS modifications and product walk-thru assistance• Given individual project to created, implement, and maintain phone call statistics report for entire team to be distributed on a weekly basis• Placed in top 0.03% of company-wide representatives for third quarter rankings (based on call time, quality, and availability)

Milwaukee, Wisconsin, Us

• Possesses strong work ethic and troubleshooting ability to manage multiple priorities while adapting to changes in a fast-paced environment• Diagnose call issue to provide initial contact resolution while meeting quality assurance and handle time requirements• Placed in top 13% of company-wide representatives for first quarter rankings (based on call time, quality, and availability)

Columbus, Oh, Us

• Managed a team of over 25 employees• Responsible for the oversight of a detailed and accurate execution of product layout on a strict timeline• Created and implemented a training program for new hires and provided continuing development opportunities for all current employees to maintain high levels of proficiency• Collaborated with Brand Senses Communication and Coordination teams to execute weekly updates and floor-sets• Photographed and cropped CEO approved merchandise statements for templates used in all nationwide locations