Chenelle Jones
Global Incident Manager
Jacksonville,FL
Summary
Knowledgeable Incident Manager drives effective problem solving and decision-making. Enthusiastic professional with background in customer service, troubleshooting and leading effective resolutions to incidents.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
Global Incident Manager
Deutsche Bank
Jacksonville, FL
03.2019 - Current
- Handled high priority incidents (P3 and P2) with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Provide daily work direction to other incident managers, handle escalations and manage high priority issues.
- Send communications to a wide global audience of technology and business, giving details of the incident and progress update.
- Implemented website maintenance, content management, updates and security resource tutorials to assist end-user training.
- Modified existing code written in programming languages such as HTML and CSS.
- Quickly adapted training presentations for new hires to facilitate an easier onboarding process.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Collections Specialist 3
Citibank
Jacksonville, FL
02.2018 - 03.2019
- Counseled debtors on payment options and arranged installment agreements.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Help Desk Analyst
Florida International University, Division Of IT
Miami, FL
08.2017 - 01.2018
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Used ticketing systems to manage and process support actions and requests.
- Resolved technical issues by troubleshooting.
Software Developer Intern
Synechron Technologies
Sunrise, FL
12.2017 - 01.2018
- Utilized HTML, CSS, and Bootstrap languages to develop a responsive web resume and functional webpage
- Partnered with company mentor to learn best practices in software design
- Applied knowledge of SQL language to develop a relational database with appropriate attributes and adhering to given database
schema - Given JSON test data to insert into cloud MongoDB and perform specified queries on database
- Fashioned an e-commerce application utilizing the basic features of Angular framework
- Learned the fundamentals of software testing to design test cases to execute on our responsive web resume
Education
Bachelor of Science - Information Technology
Florida International University
Miami, FL 06.2013 - 12.2017
Skills
Technical Analysis
undefinedTimeline
Global Incident Manager
Deutsche Bank
03.2019 - Current
Collections Specialist 3
Citibank
02.2018 - 03.2019
Software Developer Intern
Synechron Technologies
12.2017 - 01.2018
Help Desk Analyst
Florida International University, Division Of IT
08.2017 - 01.2018
Bachelor of Science - Information Technology
Florida International University
06.2013 - 12.2017
Similar Profiles
Dnyaneshwar BhogilDnyaneshwar Bhogil
Trade and Transaction Analyst at Deutsche Bank Group, Deutsche BankTrade and Transaction Analyst at Deutsche Bank Group, Deutsche Bank
PRADEEP KUMARPRADEEP KUMAR
Assistant Vice President at Deutsche India Private Limited (Deutsche Bank Group)Assistant Vice President at Deutsche India Private Limited (Deutsche Bank Group)
Manoj Singh SolankiManoj Singh Solanki
Senior Analyst at Deutsche India Pvt. Ltd- Deutsche Bank GroupSenior Analyst at Deutsche India Pvt. Ltd- Deutsche Bank Group
Amit KulkarniAmit Kulkarni
Vice President at Deutsche India Pvt. Ltd, Deutsche Bank of India, DBOIVice President at Deutsche India Pvt. Ltd, Deutsche Bank of India, DBOI
Destiny FieldsDestiny Fields
Fraud Operations Specialist at CitibankFraud Operations Specialist at Citibank