JEANINE FIELDHOUSE
Tigard,OR
Summary
Motivational leader with a proven track record in problem-solving, technical proficiency, team building, and delivering exceptional customer service. Demonstrated ability to seamlessly transition into new roles and implement impactful changes that drive company success. Committed to maximizing employee engagement and performance through strategic training, monitoring, and morale-building initiatives.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Area Manager - Technical Operations
Flexential
08.2023 - Current
- Managed 24x7x365 HIllsboro Technical Assistance Center Market enforcing high-quality standards of operation.
- Strong leadership skills and abilities to represent the company both professionally and technically during interactions with customers and internal resources.
- Ensured Department SLAs were met through key metrics. Managed daily operations for optimal performance, ensuring timely completion of tasks and projects.
- Coordinated Weekly/Monthly Staff meetings and One on One meetings.
- Conducted regular performance evaluations to identify areas for improvement and develop action plans for growth.
- Conducted continuous training and process improvement sessions to discuss best practices and procedures.
- Optimized staffing levels by closely monitoring workload demands and adjusting schedules accordingly.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
MANAGER – TECHNICAL CLIENT OPERATIONS
Fiserv
01.2021 - 10.2022
- Managed a team of 40+ including supervisors
- Developed and distributed operational standards, best practices, procedures, and processes
- Oversaw monitoring of ATMs, transaction networks, transaction files, and enterprise information systems
- Highly involved in escalations from clients and internal departments
- Managed Daily Minor/Major Incidents including resolution follow up calls for major incidents
- Coordinated Weekly/Monthly Staff and One on One meetings
- Evaluated Performance (establishing goals, conducting mid-year/yearly reviews) and documented overall progress
- Conducted Employee Recruitment and Interviews
- Coordinated Employee Training/Cross Training Schedules
- Ensured Department SLAs were met through key metrics
- Monitored employee performance through ticketing and phone metrics
SUPERVISOR – TECHNICAL CLIENT OPERATIONS
Fiserv
01.2008 - 01.2021
- Supervised a staff of 40+ and directed workers engaged with problem-solving and monitoring
- Managed and Coordinated Employee Scheduling and time off according to availability and approved shift changes
- Coordinated staffing requirements by increasing or decreasing personnel and overtime to meet changing conditions
- Conferred with clients on escalated issues to conduct diagnostics to investigate and resolve problems and provide technical assistance and support
- Managed Daily minor/major Incidents
- Performed ATM Managed Services processes including ITSM
- Developed training materials including procedures and best practices and distributed to staff
- Streamlined and organized workflow tasks and processes to reduce costs and improve productivity
- Delegated tasks to team members according to individual strengths
- Assisted management with performance goals for staff members
- Conducted Employee evaluations and documented overall progress
- Assisted managers with employee recruitment and interviews
- Provided monthly reporting/metrics
- Performed and coordinated system maintenance events
LEAD – HELP DESK ANALYST
Fiserv
01.2005 - 01.2008
- Coordinated ongoing training for staff
- Provided daily coaching and quality assurance
- Monitored clients ATMs, host applications, and transaction networks by troubleshooting communication and hardware issues
- Conferred with clients on escalated issues to conduct diagnostics to investigate and resolve problems and provide technical assistance and support
- Directed workers engaged in problem-solving and monitoring
- Developed training materials and procedures
- Maintained records of problems and the remedial actions taken to resolve issues
- Entered commands and observed system functioning to verify correct operations and detect errors
- Performed and coordinated system maintenance events
HELP DESK ANALYST
Fiserv
09.1998 - 01.2005
- Monitored ATMs, Host Applications, Batch files, and Transaction Networks
- Performed70+ Daily Incoming/Outgoing calls
- Trained New Employees on procedures and departmental processes
- Conferred with clients on issues to conduct diagnostics to investigate and resolve problems and provide technical assistance and support on Applications, Communications, and Hardware issues
Education
High School -
Benson Polytechnic High School
Skills
- Exceptional Analytical, Critical Thinking, And Troubleshooting Skills
- Advanced Knowledge Of Transaction Networks
- Exceptional Knowledge Of ATMs And Managed Services
- Exceptional Knowledge Of Ticketing Systems Including Facets, Gasper, ServiceNow, Workday, And Device Manager
- Advanced Knowledge Of Avaya, Pulse, And Genesys Phone Systems
- Exceptional Customer Service
- Advanced Understanding Of Industry Standards
- Advanced Tandem Experience
- Advanced Excel, SharePoint, And PowerPoint Knowledge
- Advanced Splunk Experience
- Advanced Knowledge Of Troubleshooting Communication Issues
- Customer Satisfaction
- Operational Improvements
- Operation Monitoring
- Troubleshoot Service Issues
- Leadership
Certification
ITIL V3
Timeline
Area Manager - Technical Operations
Flexential
08.2023 - Current
MANAGER – TECHNICAL CLIENT OPERATIONS
Fiserv
01.2021 - 10.2022
SUPERVISOR – TECHNICAL CLIENT OPERATIONS
Fiserv
01.2008 - 01.2021
LEAD – HELP DESK ANALYST
Fiserv
01.2005 - 01.2008
HELP DESK ANALYST
Fiserv
09.1998 - 01.2005
High School -
Benson Polytechnic High School
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