AMELIA ESSER

An Organized and Dependable Candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to help meet team achieve company goals.

PROFESSIONAL SUMMARY:

• Support Financial Institution's large-scale critical applications. Responsible for analyzing, assessing, monitoring, and troubleshooting application processes and data. Work well in a team setting collaborating and coordinating with colleagues, partner systems, and clients.
• Responsible for maintaining and improving application stability and ensuring a positive experience for clients. Support in-house applications developed in Java and Scala running on Linux servers to service clients’ reference data requirements. Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements.
• Broad expertise in a 24/7 operations environment identifying customer information, quick resolutions, solving, and processing problems. incident tickets to the appropriate support team once the issue is identified.
• High-performing multidisciplinary technology professional, analytical thinker, organizational and time management skills, proven ability to multi-task, prioritize and pay attention to details in a fast-paced ever-changing environment, ability to communicate with internal and external customers, problem solver with experience in serving clients interested.
• Performed all duties of operations resources and monitored all operational input to ensure effective project implementation. Continuously monitor applications and maintain data centers, networks, and servers. Analyzed and provided technical backup and third-line support, and developed appropriate strategies for a good working environment. Collaborated cross-functionally with client technical and nontechnical stakeholders to gather and understand the requirements. Participated in the new client implementation project, and support configuration, setup, testing, and rollout.
• Monitored incoming notifications from clients, and determined the appropriate course of action based on those notifications. Maintained corporate action tracking system and ensured all relevant parties were fully informed about each corporate action taken.
• Building relationships with customers by listening and helping them become successful and adapting to changes in the market. Focused every interaction around the customer’s best interest. Trained staff and had the ability to use preferred channels.
• Excellent cross-functional collaboration skills; strong ability to work across all key functions of the business.
• Clients (Industries): State of Minnesota Office of Enterprise Technology (Government); Ensured compliance with all Federal, State, and agency laws, rules, policies, and procedures including IT Handbook and Standard Operating Procedures (SOPs); St. Paul Postal Employees Credit Union (Banking), Land O' Lakes (Dairy Cooperative), CHS Incorporated (Farming Cooperative), and JP Morgan & Chase (Financial Institution - Credit Transaction Monitoring and Batches Transmissions); Citigroup (Financial Institution) Entitlement scripting, in-house applications support in the cloud. Knowledgebase Confluence, Jira ticketing system, assess risk and impact of production issues and escalate to business and technology management in a timely manner. Areas of Expertise: (Change Request, Incident, Problem Management, ServiceNow), Committed to tracking full support ticket lifecycles to confirm successful resolutions. Ensure customer due diligence information is updated within the customer profiles.
• Participate in application releases, from development, testing, and deployment into production.
• Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and effectiveness initiatives. Troubleshoot and research Autosys jobs failures and review logs for accuracy Working knowledge of JSON, UI, and Confluence Agile experience includes writing user stories, ticketing, tracking tasks, and updating team members concerning project progress.
• Review for accuracy the Cash Transaction Logs Initiate investigations of customer activity for potentially suspicious activity
• Document results of case investigations with recommendations as to whether the activity is suspicious
• Prepare Suspicious Activity Reports when warranted which may include collaboration with Fraud Support Center.
• Excellent organizer, communicator, and problem-solver. Support other team members and perform additional duties as assigned.