Experience

Center for Digital Governmtent

• Government Administration
• 700 & Above Employee

• Information Systems Support Specialist

  • Jul 2007 - Present

  Assist with answering calls from 3000+ clients with problems relating to Network, Hardware & Software issues  Provide technical support including resolution of system problems, troubleshooting hardware & software issues.  Tracks and monitors PC problems to insure a timely resolution for the customer.  Provide user training and documentation for the use of hardware and desktop applications  Assists with the creation and maintenance of documentation of standard procedures and policies of OIT and the Help Center as related to PC set up, installation, and problem diagnosis.  Ensures system security consistent with county policies and procedures. Show less



Tech Team Government Solutions

• Senior PC Technician

  • Feb 2006 - Jul 2007

  Assist with answering calls from 3000+ clients with problems relating to Network, Hardware & Software issues.  Provide technical support including resolution of system problems, troubleshooting hardware & software issues.  Ensure policy and procedures are followed when resetting client’s passwords. Assist with answering calls from 3000+ clients with problems relating to Network, Hardware & Software issues.  Provide technical support including resolution of system problems, troubleshooting hardware & software issues.  Ensure policy and procedures are followed when resetting client’s passwords.



Stefanini North America and APAC

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Manager

  • Jun 2005 - Feb 2006

  Supervisor for service center staff of 2 systems technicians providing onsite support for problems relating to Network, Hardware & Software issues. Responsible for ensuring contractual deliverables are met.  Ensure direct reports complete job tasks and required documentation by grading one ticket per week.  Complete and deliver automated one on one monthly. Supervisor for service center staff of 2 systems technicians providing onsite support for problems relating to Network, Hardware & Software issues. Responsible for ensuring contractual deliverables are met.  Ensure direct reports complete job tasks and required documentation by grading one ticket per week.  Complete and deliver automated one on one monthly.



M&T Bank (Formerly Allfirst Bank)

• Baltimore, Maryland Area

• Bank Officer, Supervisor

  • Apr 2003 - Jan 2005

  Supervisor and Subject Matter Expert for call center staff of 15 representatives providing bank policy/procedural assistance and analytical/diagnostic support on software and system issues for 700+ branches. Maintained required quality assurance standards through monthly monitoring, departmental scheduling, policy/procedure training and internal verbal and written communication.  Identified individual representative strengths, weaknesses and training opportunities through monthly monitoring of selected incoming calls.  Ensured department standards were maintained through individual coaching and feedback on monitored calls.  Monitored each Representative’s achievement of the statistical requirements by providing monthly call analysis overview – results met or exceeded all technical performance requirements.  Enhanced staff development through facilitation of weekly meetings to keep team informed of changes to bank policy and procedure.  Acted as Subject Matter Expert in resolution of escalated bank teller-system technical issues, branch settlement problems and other procedural questions.  Developed and maintained department technical manual to assist representatives with resolution of system issues and training.  Participated in workgroup for new, online teller system rollout; instrumental in procedure development.  Received M&T Bank Leadership Award in 2004. Show less



AllFirst Bank

• Baltimore, Maryland Area

• Team Lead Customer Service Representative

  • Apr 2001 - Apr 2003

  As part of internal call center, provided second line technical and procedural support to 250 branches.  Liaison between call center and other internal departments to resolve escalated bank–wide system issues, branch settlement differences and policy/procedural questions.  Project leader for the replacement of faulty equipment in 250 branches that resulted in more efficient transaction processing and increased customer satisfaction.  Administered all supervisory duties in absence department manager.  Technical accomplishments include supporting rollout of upgraded Systems Management Server (SMS) - version 2.0 and implementation of enhancements to online teller system.  Played key role in modification of current call center roll from branch technical and policy/procedure support center to policy/procedure assistance only. Worked with technical Help Desk to determine scope and volume of calls to be transitioned. Show less



Allfirst Bank (Formerly First National Bank of Maryland)

• Branch Assistance Center, Baltimore, MD.

• Senior Online Analyst

  • May 1999 - Apr 2001

  Assisted branches with procedure questions ensuring compliance to bank policy and accurate transaction processing.  Provided technical support including resolution of system problems, password resets and adding new users to the branch email network and to the LAN.  Collaborated with others in the preparation of Y2K contingency procedures.  Supported implementation of Windows 2000 rollout by testing application and facilitating departmental training. Assisted branches with procedure questions ensuring compliance to bank policy and accurate transaction processing.  Provided technical support including resolution of system problems, password resets and adding new users to the branch email network and to the LAN.  Collaborated with others in the preparation of Y2K contingency procedures.  Supported implementation of Windows 2000 rollout by testing application and facilitating departmental training.



First National Bank of Maryland

• Lead Customer Service Representative

  • May 1991 - May 1999

  Supervised branch tellers in Brooklyn Park location to ensure correct processing of all customer transactions, daily settlement and adherence to bank policy and procedure.  Trained newly hired associates on customer transactions, teller settlement and adherence to bank policy and procedure.  Assisted branch manager with required audits to meet bank compliance requirements.  Assisted branch manager with development of employee performance appraisals.  Processed customer transactions including deposits, withdrawals, account openings and closings. Show less