Financial Advocate II @ Generations Federal Credit Union
I am an autodidact, who is looking to continue learning and drawing experience from future prospective employers, and peers. I have a background in the IT industry, and am continually expanding my skills and knowledge to be the best programmer I can be. I hope to delve deeper into the world of computer science and am an
I am an autodidact, who is looking to continue learning and drawing experience from future prospective employers, and peers. I have a background in the IT industry, and am continually expanding my skills and knowledge to be the best programmer I can be. I hope to delve deeper into the world of computer science and am an absolute sponge for all things tech related. If you have information I can incorporate into my skill set, please reach out to me!
Open Payments Help Desk Tier II @ The Open Payments Help Desk (OPHD) supports the CMS.gov Centers for Medicare & Medicaid Services (CMS) Open Payments program, application, and public website. The Open Payments Help Desk Analyst (OPHDA) is an individual who is responsible to respond to any and all inquiries received from Open Payments internal and external customers via inbound/outbound telephone calls and electronic mail using the web based application Remedy as the help desk ticketing system to provide accurate and creative technical support solutions regarding the Open Payments program using the Open Payments web site and the Federal Register (Final Rule) as the basis for all answers.
The OPHD analyst contributed in the creation and revision of a number of standard operating procedures and templates that are used by the Open Payments Help Desk in their troubleshooting or resolutions on a daily basis.
The OPHD analyst also assisted with the creation and content of the customized OPHD internal knowledge base called Confluence. Contributed content to Confluence by attending daily Trends Meeting and via email directly to the Confluence Administrators new, updated Standard Operating Procedures (SOP), CMS approved standard answers that can be provided for any inquiries received from internal or external Open Payments customers.
Trained in the proper use of all of the following, with regards to the helpdesk position: CMS terms and processes, Open Payments program, application, and Help Desk Support & Audit Tool, Federal Register, Microsoft Windows Professional 7, Microsoft Office 2010 (Excel, Outlook, Power Point, & Word), Remedy IT Service Management Suite for Help Desk ticket creation, Oracle EIDM Administrator Console, Customized Share Point site, Confluence, OPHD internal knowledge base From January 2015 to June 2015 (6 months) San Antonio, Texas AreaQA Tester Tier II @ Study of the Game systems, design techniques and integration of feedback from beta testers for The Elder Scrolls Online - a new MMORPG hitting the market.
Major familiarity with RNT Ticketing software for incoming customer contacts supporting email, chat, and inbound/outbound phone support.
Provided a broad range of Customer Care, including: Technical Support, Billing Support, Software Analysis, Game Tester feedback and bug report.
Itemized and sorted tens of thousands of incoming contacts from beta testers sending in bug reports and software glitches working with a team on programmers to hot patch and organize mass resolutions to test reports.
Monitored and moderated customer forums. From December 2013 to April 2014 (5 months) Austin, Texas AreaFinancial Advocate II @ Responsible for all day-to-day member interactions with the company.
Responsible for early business development strategies for expanding new markets.
Reported on demographics and targeted market research, while providing top-rated customer service and professionalism.
Responsible for handling and advocating for new and existing members regarding all financial needs; from basic banking to investments and retirement planning.
Received two months of intensive training focusing on financial regulations, top-rated customer service skills and business development strategies.
Advocated on behalf of our membership to assist in approval rates for new and existing member's; Ensuring that client/member contacts were handled with respect to the interests of my company and client base.
Managed local company marketing event to enhance products and services awareness, ultimately assisting in the generation of a 35% increase in new, long term revenue streams.
Trained other employees on sales techniques, system usage, and multi-tasking for rapid screen navigation.
Worked within a team to resolve conflicting system information for Episys (Credit Union Software) as a route to improve efficiency and response time for end-users, allowing for the expansion of Instant issue Debit cards within the retail outlet departments. From January 2012 to January 2013 (1 year 1 month) San Antonio, Texas AreaLead IT Technician and Networking Specialist @ Four (4) Week Training in PCI compliance, IT policies, and Device Management Software.
Promotion to IT management after two months of engaged contract.
Familiarity with Mega RAID Storage, Citrix, Thin Client Maintenance, Wyse Device Manager, CPU maintenance, AVAYA Phone Maintenance, SCCM, HyperTerminal, Linux 4-6, Windows SQL, VMware, and IT ticketing and tracking systems.
Provided IT support for 600+ employees in a call center environment.
After encountering major latency issues and device failure in older models of thin clients; Began working within a team attempting to identify the primary errors being reported by hand chosen testers. After two weeks of research and brainstorming, the team was able to produce a series of programming that forced the imaging device to pull from a separate boot file on a secure FTP server. Results included a 75% faster boot-up time, corrected for the latency issues caused by device model being out of date. This saved the company $10,000 in long term maintenance and licensing fees.
Worked within a team to manage day-to-day operations of the site systems; monitor system performance and diagnose and problems regarding hardware, all applications and devices, training room management, and Core Systems operations From October 2009 to August 2010 (11 months) San Antonio, Texas AreaLead Technician @ Gained extensive computer repair and maintenance skills alongside developing a well-rounded knowledge set relating to computer networking, and business communication.
Assisted with invoicing and business development for prospective markets.
esponsible for assisting in financing for the business equipment costs, as well as procurement of long term Clients and Employees.
Built and Repaired Windows, MAC, and Linux based computers.
Installed, configured and maintained computer equipment including computer terminals, printers, modems, personal computers and data communications equipment.
Maintained local area networks and worked in a team to provide low-level maintenance of server farms.
Contributed to business development of company by identifying additional service opportunities in existing customer base. From January 2006 to August 2010 (4 years 8 months) San Antonio, Texas Area