JEFFREY SMITH
Lincoln,NE
Summary
Service-oriented Banking Professional with 10+ years background in performance-based environment. Core competencies include exceptional customer service, ability to adapt and learn quickly, as well as excellent communication and time management skills. Handles tasks with accuracy and efficiency. Skilled Application Support Analyst with background in technical troubleshooting, system enhancements, and user training. Strengths include strong communication skills, ability to handle high-pressure situations, and knack for identifying areas for improvement in software applications. Previous roles involved successfully resolving complex application issues, improving system functionality, and enhancing user satisfaction.
Overview
16
16
years of professional experience
Work History
Application Support Analyst
Q2 Technologies
LINCOLN, NE
11.2020 - Current
- Escalate technical issues related to banking software to development team or technical operations team, following prescribed support guidelines
- Contribute to technical support documentation, by updating literature, based on common support interactions, and known issues with software
- Uphold high standards of customer service by responding to inquiries, needs, and problems, to include troubleshooting and problem resolution to support end-user technical issues
- Beginning to utilize Microsoft SQL Studios for report creation and issue escalation
- API-Endpoint customer service support, including on call rotation to manage customer connection issues for all types of API, transaction, and software issues
- Identify product performance criteria by translating customer specifications and defining product functional analysis
- Review Support backlog to create up to date recommendations for development team straggles and product release scheduling
Client Service Representative
Fiserv
LINCOLN, NE
03.2014 - 10.2020
- Built sustainable client relationships, by corresponding with customers and confer with coworkers to answer inquiries to ticket resolution and keep accurate records for prompt follow up
- Analyze internal processes to recommend and implement procedural or policy changes to improve software systems
- Documented conversations with customers to track requests, problems, and solutions
- Maintained client files, compiled reports, and provided status updates to supervisors, based findings
- Senior client service representative responsibilities including quality assurance, Cobol Coding Maintenance, job/file maintenance and monitoring, escalating directly to development to prioritize and fix system issues
Personal & Business Banker
Wells Fargo Bank
LINCOLN, NE
08.2008 - 02.2014
- Greet visitors and handle inquiries or direct them to the appropriate persons according to their needs
- Set up and manage filing systems, record information, and update paperwork, maintain customer account documents
- Schedule and confirm loan, personal, and/or business account appointments for clients
- Computer based support for banking software applications, such as database management or word processing
Education
Bachelor of Science - Information Technology
SNHU
Online02-2025
Skills
- Banking Compliance software
- Systems and application training
- Status reporting
- Technical support
- Customer assistance
- Root cause analysis
- IBM Mainframe
- UNYSIS Mainframe
- App dynamics
- Power BI
- Data Analysis
- Cobol Coding Maintenance
- Python
- JIRA
- Salesforce
- Azure
- Excel
- PowerPoint
- Word
- OneNote
- General Ledger
- Visa debit/credit transaction Processing
- Incident Management
- Customer Support
- Effective Communication
- Analytical Thinking
- Written Communication
- Time management abilities
- Reliability
- Teamwork and Collaboration
- Attention to Detail
- Goal Setting
- Technical Analysis
- Problem-Solving
References
References available upon request.
Timeline
Application Support Analyst
Q2 Technologies
11.2020 - Current
Client Service Representative
Fiserv
03.2014 - 10.2020
Personal & Business Banker
Wells Fargo Bank
08.2008 - 02.2014
Bachelor of Science - Information Technology
SNHU
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