DEMETRIA D. WEBB

• Provided support for web-based client applications, file and data feeds and batch processes to prevent impact to the business.
• Work well independently, a good team player, and works well with internal departments/cross-functional teams and vendors to resolve or escalate the issue.
• Handle incoming Calls/Chats/Emails/Queue cases as the primary interface for the Utilities.
• Assist with identifying root cause of problems; manages and resolves issues in a constantly changing environment while balancing multiple priorities
• Research complex issues using Bridge and Confluence documentation.
• Demonstrate proficiency in providing training over the phone as needed and explaining additional functionality the UPN Software.
• Document in clear detail call transactions, software defects, track processes and methodologies used to diagnose and resolve the Utilities issues within the CRM and update trouble tickets.
• Collaborated with developers, analysts and project managers and internal departments to expedite incident resolutions.
• Write SQL scripts to extract data from SQL databases.
• Analyzed and troubleshot issues related to system configuration, data, maps and workflows.
• Interfaced with clients and developers to diagnose problems, implement configuration requirements and resolve software-related issues.
• Accommodated delivery challenges specific to SaaS delivery environment.

Proficient in: CRM, XMS, JIRA, PORTAL, UPN (CMC), LOGMEIN, CONFLUENCE, CISCO-ANYCONNECT, CONTACTPRO, WINSCP, SALESFORCE, TWILIO, QCTERM, MT PUTTY, VIP SYMANTEC, IVR, SMART APPS, AVAYA ONE-X, MS/CORE BRIDGE, SHAREPOINT, SAP, CISCO VPN, MICROSOFT OFFICE, MS EXCEL, MS WORD, MS POWERPOINT, OUTLOOK, MS REMOTE DESKTOP & RSA SECUREID.

• Work well independently, a good team player, and works well with internal departments/cross-functional teams and vendors to resolve or escalate the issue
• Handle incoming Calls/Chats/Emails/Queue cases as the primary interface to the Financial Institute to diagnose, resolve problems, and answer questions regarding the use of the Business Financial Solutions platform and Business Banking Cash Management platform
• Assist with identifying root cause of problems; manages and resolves issues in a constantly changing environment while balancing multiple priorities
• Research complex issues using KB documentation and make recommendations for KB articles
• Demonstrate proficiency in providing training over the phone as needed and explaining additional functionality the Financial Institute's users/customers may not be currently using
• Document in clear detail call transactions, software defects, processes and methodologies used to diagnose and resolve the Financial Institute's customer’s issues within the appropriate CRM tool.

Proficient in: QUICKBASE, BUSINESS BANKING, SALESFORCE, FI ADMIN PLATFORM, CASH MANAGEMENT, B.E.A.S.T, PARTNERCARE, PIVOTAL, SKYNET, DIGITAL INSIGHT, CST, CCP, NIFTY, TWILIO, VIP SYMANTEC, REPLICON, AVAYA, SHAREPOINT, SAP, CISCO VPN, MICROSOFT OFFICE, MS EXCEL, MS WORD, MS POWERPOINT, OUTLOOK, RSA SECUREID & LYNC.

• Provide technical telephone and on-site applications support to customers, answering questions regarding usage of product and issues involving technical issues
• Manage ticket queues and facilitates a resolution
• Test software to ensure proper operation and freedom of defects
• Conducted training to customer and employees via web banking application on software application so they can use the product
• Help business customer setup new users, assign online banking permissions for their users, and reset passwords
• I created a Desktop Support manual
• Track all calls using Onyx ticketing system & provided reports to maintain and observe call statistics

Proficient in: WEBACCESS, BUSINESS ONLINE ACCESS, ONYX, INFOVUE, UNIX, BASIC SQL, CASH MANAGEMENT PLATFORM, TREASURY CONNECT PLATFORM, INTEGRATED ACH, IM, REPLICON, SHAREPOINT, SAP, CISCO VPN, CASHPLUS, CASHSTAR, PROCOMM DISCRS & ZEUS, MICROSOFT OFFICE, OUTLOOK & RSA SECUREID.

• Tested, diagnosed, analyzed, and located trouble T1 circuits on new client installation
• Maintained and kept detailed documentation of work activities
• Interpreted Engineering Layouts, Diagrams, Specifications, Drawings, and Service Orders
• Prepared inputs, processed outputs and operated various computer systems on a daily basis
• Handled customer contacts, accepted trouble reports, tested circuits, analyzed results and referred customer to appropriate department when necessary
• Trained all new employees to the Test & Turn-up group

Proficient in: SARTS, DSTS, ICORE, NETSCOPE, TIRKS, DAC-OSS, SUN, SOTS, EFMS, BMP, WMS, TSNOW, ISO, UNIX, CCP2, MICROSOFT OFFICE & OUTLOOK.

• Performed extensive case investigation, monitored systems alert in potentially high fraud areas, analyzed records and reports to determine toll fraud
• Frequent interaction with internal departments, customers, suspects and victims during the investigation.
• Prepared monthly reports for tracking purposes, monitored possible trends, Identified control failures and recommended solutions
• Developed a training package and trained co-workers on the new systems

Proficient in: GFMS, RCAM, CPP, LSA/OSS, ARSWP, MARRS, RAMP, MICROSOFT OFFICE (WORD, EXCEL and POWERPOINT) & OUTLOOK.

• Scheduled and set up conference calls ranging from 3 to 100 people
• Gave roll call of participates and introduced the host
• Advised and instructed customers on features and operation of teleconference products & services
• Ensured that all necessary documentation was accurate and up to date
• Trained co-worker & monitored team member’s day to day activities
• Generated sales for various products and services
• Verified billing information and calculated potential savings Switched residential customers back to the organization
• Prepared and updated customer’s records and issued service orders to correct billing information & denied accounts for non-payment

Proficient in: ZENITH, RCAM, CPP, CSMS and MICROSOFT OFFICE 95’ & 97’.