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