Associate Director of Service Delivery

• Nov 2022 - Present

Sr Specialist, Menu Implementation Team

• Feb 2022 - Oct 2022

Process incoming Franchise POS Menu requests for local use, including financial reporting assignments. Maintain POS information, including pricing, discounts and POS navigation for franchise menus managed by the Brand. Ensure all changes are completed on time. Perform testing on all changes as needed. Provide training materials for the field. Manage online menus for Franchise menus managed by the Brand. Act as an escalation point for the help desk tickets to ensure issues are resolved in a timely manner. Assist with the POS menu cycle from conception to launch. Including, but not limited to, working with other departments to create POS Menu items and menu architecture that aligns with the business’ current needs. Provide regular updates of all POS initiatives or projects Performs other related duties as required or assigned. Show less

Service Delivery Manager

• May 2021 - Dec 2021

• Utilize Confluence/Jira, Service Now, WebEx, MS Office and Teams in an ITIL/ITSM based support system• Establish and maintain a strong working relationship with assigned clients and FIS resources• Manage and communicate expectations internally and externally• Educate clients on various FIS processes and procedures assisting with awareness, navigation and self-help tools• Conduct regularly scheduled status calls with clients to discuss important key service topics, review projects in client’s queue and discuss available service offerings• Monitor monthly service level/availability management reports to identify possible trends in service level agreement (SLA) “misses” and contacts appropriate product area if “misses” fall within guidelines of a contractual penalty• Participate in business reviews to learn about clients’ strategic direction as well as gain a good understanding of the products and/or services FIS is offering• Organize and participate in high priority triage calls to provide technical input and relay communication to clients Show less

Business Process Analyst

• Jan 2020 - May 2021

• Developed and maintained internal dashboards and measurements to ensure tickets are handled in a timely and appropriate manner, involving client SLA/OLA’s • Assisted with transition from Managed IT’s legacy ticket system to Service Now• Partnered with Service Desk management to evaluate tickets, processes, and knowledge base content• Kept Knowledge Base documentation content current and worked with MIT Service Now team to provide admin support for KB system

Service Delivery Coordinator

• Feb 2017 - Jan 2020

• Responsible for the day-to-day scheduling of the regional field engineers• Serve as an escalation point for issue brought up by client points of contact• Verify monthly billing to clients• Provide coaching and mentoring to other SDC's• Present monthly service metrics to clients

Team Lead

• Jun 2015 - Feb 2017

• Responsible for the day-to-day operations of the Northern California SPOC support team• Served as an escalation point for resolving difficult customer issues• Communicated with clients, vendors, and internal departments to ensure quality service and customer satisfaction• Provided coaching and mentoring to Customer Service Representatives• Promoted a productive and positive relationship with clients

Ice Crew

• Jan 2013 - Apr 2016

• Part-time side job • Pregame preparation of the ice and boards on game nights • Postgame cleanup • Part-time side job • Pregame preparation of the ice and boards on game nights • Postgame cleanup

IT Help Desk/Support

• Aug 2013 - Jun 2015

• Monitor incoming IT Help Desk tickets and phone calls • Assist staff and franchisees with store web pages, Point of Sale systems, and content management system • Edit corporate websites and marketing templates (HTML, XML) • Add/maintain/remove user accounts in Active Directory and Exchange • Build, image, and ship computers to be used at franchise locations • Monitor incoming IT Help Desk tickets and phone calls • Assist staff and franchisees with store web pages, Point of Sale systems, and content management system • Edit corporate websites and marketing templates (HTML, XML) • Add/maintain/remove user accounts in Active Directory and Exchange • Build, image, and ship computers to be used at franchise locations

Refresh Tech 1

• Jun 2013 - Aug 2013

Project team member responsible for upgrading Bank of America associate workstations from Windows XP to Windows 7, Contract terminated shortly after training due to over-hiring and lack of project approval. Project team member responsible for upgrading Bank of America associate workstations from Windows XP to Windows 7, Contract terminated shortly after training due to over-hiring and lack of project approval.

Investor Services and Compliance Manager, Technical Support

• May 2009 - Jun 2013

• Trained new employees in the Investor Services Department • Communicate with investors, transfer agents, financial advisors, and holding companies regarding investments • Responsible for end-of-month processing, including fund distributions/payouts and mailing of statements • Evaluated needed changes to proprietary investment software, including working with off-site programmer, project manager on transition from proprietary software to third-party transfer agent • Performed hardware, software, and operating system installation and maintenance • Evaluate proprietary investment software, including communications with off-site programmer on needed changes • Document changes made to proprietary software, along with demonstration of new features to employees • Update inventories as needed when purchases were made or technology was retired • Integrated employees from a workstation-only environment into a server-based environment Show less

Customer Service Supervisor/IT Help Desk/Cameraman

• Aug 2007 - Apr 2009

• Preformed and oversaw day-to-day operations in the Customer Service department • Worked with third party warehouses to ensure domestic and international order fulfillment • Communicated customer/user and general website issues to other departments for resolutions if needed • Assisted with hardware, software, and exchange server issues in a mixed Mac/PC environment • Regularly assessed online catalog and made changes as needed in a WYSIWYG/HTML editor • Operated video camera at in-house studio for website content Show less

Quality Assurance Auditor

• Nov 2005 - Jun 2007

• Preformed audits of closed loan files • Researched license status of brokers and loan officers doing business with Alliance • Conducted Federal and State High Cost loan testing on closed loans • Project manager for 2006 and 2007 HMDA report • Preformed audits of closed loan files • Researched license status of brokers and loan officers doing business with Alliance • Conducted Federal and State High Cost loan testing on closed loans • Project manager for 2006 and 2007 HMDA report

Compliance Officer

• Dec 2004 - Oct 2005

• Researched and gathered state statutes and regulations relevant to the types of loans funded • Project manager for 2004 and 2005 HMDA report • Ensured compliance with local/state/federal rules and regulations through communication with all levels of the company • Researched and gathered state statutes and regulations relevant to the types of loans funded • Project manager for 2004 and 2005 HMDA report • Ensured compliance with local/state/federal rules and regulations through communication with all levels of the company