Dana Jmeian

• Promoted to Senior Operation Specialist in April 2022.
• Identified workflow improvements and worked with the operations team to establish new procedures.
• Encouraged and promoted ideas aligned to business needs and benefits.
• Collected customer feedback and made business adjustments to improve retention and satisfaction.
• Evaluated team member performance and productivity, provided feedback, and implemented corrective actions.

* Senior Customer Support Engineer July 2013 -March 2022

• Assisting clients with the configuration and resolution of issues with CR2 products.
• Assist customers in learning the features and products of CR2.
• Providing support for CR2 mobile and internet banking applications (Android and iOS).
• Providing assistance for the ATM Channel and Card Payment System, spanning tasks such as card issuance, acquisition, settlement, Visa networks, and HSM.
• Utilizing the Jira system and conducting weekly customer conference calls to ensure that client's needs are met.
• Utilize remote diagnostic tools to ascertain the origins of specific customer issues.
• Explain complex technology-related issues to customers in clear terms.
• Answering calls and emails at the help desk to help customers with basic support, bug fixes, and configuration issues.
• Respond to incoming support inquiries via chat, phone, and email.
• Diagnosing and troubleshooting hardware, software, and network issues.

• Managed the Bankworld System (CR2), which included support and monitoring of ATMs.
• Installed and configured ATM software.
• Troubleshoot branches of banks and customer inquiries about Internet banking and SMS services.
• Supported the administration of the CardWorld Producer product.
• Leveraged most of CR2's Tools related to Channel Manager and ATM Controller.
• New feature testing.
• Collaborated with Business Development and Operations to define requirements for new products and improvements.
• Assisted in problem and issue resolution.
• Assisted with data migration from the CR2 system to the new switch (Select system).
• Worked with Verisoft payment systems software company to configure related jobs for debit and credit cards on the server and client sides for Verist's EMV personalization system.
• Coordinated with Verisoft to manage and administer the associated EMV cryptographic keys between HSM and EMV system.
• Responsible for administering and troubleshooting the Western Union system.
• Worked with the management committee to identify key processes that require automation.
• Coordinated corporate process automation with the vendor.
• Managed the optimization of operations and implementation of automated business processes using the K2 Blackpearl product.

• Worked on a system that included front office, back office, and inventory control and was implemented in the Jordanian Royal Medical Services.
• Analyzed problems and worked with teams to develop solutions.