Transferred to department to perform critical production support for JPMorgan Chase
Treasury Services; worked as a team lead analyzing technical issues with sensitive client financial data transactions via phone interviews and database research. Developed and implemented effective procedural solutions, reflecting and addressing deep understanding of client needs
·Created heightened levels of efficiency and enabled more focus on technical issue resolution by developing improved processes and procedures for the network center. Increased team efficiency by 25%.
·Analyzed and monitored EDI and transmission transactions; reviewed and resolved errors
·Consistently rated 2nd highest for call volume and resolution.
·Created daily reports for business processing; highlighting recurring errors resulting in efficiency in technical issue resolution
Assistant Treasurer and Technical Officer (2000-2006)
·Provided E-Commerce web product support to external customers of the bank as well as internal clients
·Provide Security Administration process and training for external customers
·Collaborated with vendors, business clients, management, and application support teams in resolving internal and external technical incidents
·Assessed and analyzed unresolved escalated client issues; resulting in less downtime for customers and higher customer satisfaction rate of 25%
·Lead technician to setup and install VOIP client for call center and train employees new system
·Worked with QA team in software deployment and upgrades.