Ethan Walsh
Dallas,TX
Summary
In less than one year after graduating college and starting at Crescent Bank with an unrelated job, I became the SME for the call center system. The system had no formal owner for 6+ years with most of engineering team and business having limited knowledge to the intricacies of how the IVR and dialer operated. I'm used to diving into complex systems in order to increase visibility and maximize value, and look to continue doing so in any future role.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Contact Center Technical Support Analyst
Crescent Bank
Carrollton, TX
07.2022 - Current
- Designed and built every IVR system the bank used, bringing the IVR match rate from 40% to 85%, and average wait time from 2:30 seconds to 30 seconds.
- Operated as the main dialer engineer: developing preview, predictive, and agent-less dialers that saw 500,000 dials monthly with consistent pen and attempt rates.
- Worked closely with call-center vendor (inContact) implementing new features and maximizing the value and usability of the existing system
User Support Analyst
Crescent Bank
Carrollton, TX
10.2021 - 07.2022
- Developed an Inventory tracking system to track thousands of devices across the country.
- Took initiative to take over the telecom department and presented management with projects and ideas to improve.
- Resolved Tier 2 user issues with computer hardware, software applications, operating systems, networks and peripherals.
Level 2 Technical Support Representative
Titan Technologies
Remote, TX
07.2020 - 10.2021
- Processed over 200 support quests weekly for technical assistance on a wide range of issues related to Windows and MacOS
- Devised solutions to operations issues related to InContact and ServiceNow, working closely via phone, email, and live chat.
Education
Bachelor of Science - Information Technology And Systems
The University of Texas At Dallas
Richardson, TX08-2020
Skills
- InContact/Call Center SME
- SQL
- C, C#
- Highly Proficient in Microsoft Excel
- Power BI reporting
- Data Analysis and Reporting
- Product Troubleshooting
- Technical issue analysis
Certification
- Certified Scrum Master
- InContact Call Center Trained
- A+ IT Support Certification
References
References available upon request.
Timeline
Contact Center Technical Support Analyst
Crescent Bank
07.2022 - Current
User Support Analyst
Crescent Bank
10.2021 - 07.2022
Level 2 Technical Support Representative
Titan Technologies
07.2020 - 10.2021
Bachelor of Science - Information Technology And Systems
The University of Texas At Dallas
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