Summary
Work Availability
Work History
Skills
Overview
Timeline
Education
Hobbies
Honors/Activities
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Catherine L. Nuzum

Catherine L. Nuzum

Omaha,NE

Summary

Accomplished Service Account Manager at FNTS, adept in Customer Relationship Management and Technical Proficiency, significantly reduced support escalations by 65%. Spearheaded a partner portal at EllieMae, enhancing visibility and self-service support, while maintaining high client satisfaction. Recognized for exceptional coaching and mentoring, driving team and process improvements.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work History

Service Account Manager

FNTS
03.2023 - 06.2024
  • Managed the relationship with a book of business that consisted of 28 clients.
  • Worked with engineering and support teams to escalate and resolve issues to support mainframe environments, a wide range of operating systems, including Windows, Linux, Unix AIX, and iSeries. Cloud environments, managed services such as network, disaster recovery, backup, security, SOC and more.
  • Conducted monthly and quarterly technical support analysis to identify performance trends and areas of improved service for each client.
  • Consistently maintained low SLA's for client support requests and incidents to maximize goals and personal incentives. Average score from clients was a 5.4 out of 6.0 possible.
  • Participating team member voted by peers to be voted team of the quarter for fourth quarter 2023.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Consistently received positive survey feedback from clients for surveys following closed cases.

Technical Account Manager

Teksystems/Bank Of The West
09.2022 - 03.2023
  • Conducted interviews with key departments and internal users to collect information on business processes and user requirements needing improvement.
  • Analyzed key aspects of business to evaluate factors driving results and summarized into processes to improve results.
  • Assigned tasks to associates, tracked progress and updated involved parties to improve communications and solution time.
  • Built targeted group of knowledge-base articles and processes to produce consistent and streamlined support solutions.
  • Reduced total support escalations by 65% as well as 75% reduction in days to close support tickets.

Sr. Technical Engineer/ Team Lead/ Systems Analyst

EllieMae | ICE Mortgage Technology
07.2013 - 08.2022
  • Provided client support on system operation and troubleshooting of internal Salesforce Marketplace system for partner vendors
  • Identified and resolved problems through root cause analysis and research.
  • Coached team members in techniques necessary to complete job tasks.
  • Directed and supervised team of 17 engaged in Customer Support and Problem Resolution.
  • Successfully onboarded 350 partner vendors onto system in first year of existence.
  • Spearheaded content and layout of successful partner portal offering all content needed for visibility to customers, content for Marketing and self-service support.
  • Produced about 150 widely used knowledge articles, several user guides and recorded training sessions on several products for internal use.
  • Averaged completion of 250 resolutions per month in timely and consistent manner, while maintaining CSAT scores of 4.8 out of 5.

Technical Support Engineer

Creighton University
11.2010 - 07.2013
    • Provided remote assistance to 30 students in Alaska, ensuring timely resolution of software and hardware concerns.
    • Installed, configured and maintained computer systems and network connections for approximately 400 student computers.
    • Served as escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
    • Mentored three junior members of team on best practices in issue resolution techniques.
    • Maintained replacement and spare parts and hard drives to prevent student down time with equipment. Managed 4 model years of laptops, spare hard drives and images.

Team Lead, Network Administrator

Kansas State University- Veterinary Medicine
09.1996 - 11.2010
    • Led a team of six technical support specialists, ensuring efficient issue resolution and timely customer follow up.
    • Developed comprehensive training programs for new hires, resulting in faster ramp-up times and increased productivity levels.
    • Implemented an internal knowledge base for quick access to troubleshooting resources, enhancing overall team efficiency.
    • Configured approximately 1500 pieces of hardware and granted system permissions to approximately five hundred employees.
    • Created purchase orders to fulfill a variety of requests. Verified purchases and coordinated staff orders to completion.

Skills

  • Internal Technical Communications
  • Coaching and Mentoring
  • Customer Focused
  • Service Desk Team Management
  • Strategic Planning
  • Verbal and written communication
  • Cross-Functional Teamwork
  • Customer Relationship Management (CRM)

Overview

12
12

Years in management roles

28
28

Years in technical roles

1
1

Lifetime of customer service

28
28
years of professional experience

Timeline

Service Account Manager

FNTS
03.2023 - 06.2024

Technical Account Manager

Teksystems/Bank Of The West
09.2022 - 03.2023

Sr. Technical Engineer/ Team Lead/ Systems Analyst

EllieMae | ICE Mortgage Technology
07.2013 - 08.2022

Technical Support Engineer

Creighton University
11.2010 - 07.2013

Team Lead, Network Administrator

Kansas State University- Veterinary Medicine
09.1996 - 11.2010

Business Administration

Kansas State University

CCNA, LAN, CAD Coursework

Manhattan Area Technical College

A+ Certification | Network + Certification

New Horizons Computer Learning Center

Support Analyst/Support Center Team Lead Certs.

Help Desk Institute

Education

Business Administration

Kansas State University
Manhattan, KS

CCNA, LAN, CAD Coursework

Manhattan Area Technical College
Manhattan, KS

A+ Certification | Network + Certification

New Horizons Computer Learning Center
Kansas City, KS

Support Analyst/Support Center Team Lead Certs.

Help Desk Institute
Online Learning

Hobbies

I enjoy boating and spending time with friends and family. I am a fan of all sports and enjoy cheering for Kansas State, Nebraska, the Kansas City Chiefs and more. I grew up in a Softball family and played for 40+ years. I love when baseball season comes around and enjoy attending the College Baseball World Series in my hometown of Omaha NE. I love to read non-fiction and spend time in my yard and garden as a form of relaxation. I am a collector of antique baseball gloves, scaled down versions of old school video games and M&M Dispensers.

Honors/Activities

  • Presidents Club Award for sales during 1989,1990 and 1991 while managing for Bally's Aladdin's Castle Inc
  • Achieved annual 10% subscription rate increase year after year while employed as a District Manager for The Manhattan Mercury Newspaper in Manhattan Kansas.
  • Received the Presidents Club award for Sunglass Hut International. Award granted yearly to the top 1.5% of the company.
  • Largest increase per square foot sales award granted by the Manhattan Town Center Mall for three of four quarters of 1995.
  • September 2001, Years of Service Award, Kansas State University Foundation
  • March 2003, Standards of Service Award, Wamego City Hospital
  • EllieMae Inc, Years of Service Award 2018
  • EllieMae Inc/ICE Mortgage Technology, STI Award and 100% goals met performance bonus every year of employment. 2013-2022
  • FNTS- Team of the Quarter, Q4 2023 (voted by group of peers at FNTS)

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Catherine L. Nuzum