Juli Conner
9999 Mt Sinai Rd, Moores Hill,IN
Summary
Experienced Operations Analyst possessing excellent skills in organization, problem solving and communication. Diverse experience in financial industry, 30 years experience in fast paced Technical Support, Call Center and Member/Customer Service environments. Extensive experience communicating technical and non-technical instructions. Most recently focused on Core system an Online Banking, including Core API and Account Agreement. Quick learner with the proven ability to learn new systems and concepts.
Overview
33
33
years of professional experience
Work History
Operations Analyst
Fiserv
Remote
09.2019 - 06.2021
- Research and analyze Core API/CMC logs for various programs.
- Work with clients and vendors to resolve Online banking issues
- Collected an analyzed data to evaluate Online banking reporting issues.
- Worked with clients to explain best practices to minimize errors.
- Troubleshoot and resolve problems with programs and user errors.
- Work successfully with diverse team of coworkers to accomplish goals and address issues related to products and services.
- Prioritize and organize tasks to work efficiently and accomplish service goals.
- Juggle multiple cases and tasks to ensure high quality and timely service.
- Able to resolve issues by coordinating with other teams and customers to find workable solutions.
- Create detailed documentation outlining procedures for operations-related activities.
- Create test cases and scenarios for documentation and root cause analysis of bugs.
Systems Analyst
Shared Resource Technology Group
Hybrid Remote - Cincinnati, OH
07.2008 - 04.2019
Maxxarllation.
Create monthly reports foMaxxarand existing cases
Assisted front end-users via remote desktop, email and telephone to resolve issues
Monitor nightly Batch Processing for each credit union and resolve any issues that may occur
Ran PL/SQL scripts
Provide technical support for Hardware, Maxxar and network issues
Train employees on procedures anMaxxar practices to minimize errors and maximize data security
Provided support for multiple conversions to and from DNA
Assessed error reports and enhancement requests. Tested programs to validate results or to recreate issues. Also prioritized development to streamline response
Was main point of contact between Fiserv and credit unions. Diligently followed up with credit unions and Fiserv about existing work orders, updating status, responding to questions and communicating the estimated time until resolution. Maintained records, logs and documentation of work orders
Investigated technical and non-technical issues using knowledge base and personal experience to complete timely resolutions
End-to-end management of critical outages, including outage notification process
Supported CUSO employees having data connectivity issues, assisting with troubleshooting and rebooting of hardware
Managed user profiles, security access and shared file structures using Active Directory
Maintained calm, professional demeanor when faced with high demand and high volume workloads
Trained credit union employees on the best ways to locate imaged documents in Identifi. Helped employees find and understand how older images had been indexed
Branch Manager
Cinco Federal Credit Union (Superior Credit Union)
Cincinnati, OH
11.1988 - 07.2008
ShoretelBomgarCincoand existing clients to better serve financial needs and promote branch loyalty.
DNAweb
Education
Some College (No Degree) - Business Studies and Escrow Management
Mount San Antonio College
Walnut, CASkills
- Network Systems
- Microsoft Exchange 2013
- Microsoft Office 2010
- Microsoft Office 365
- Bomgar Remote Desktop
- VPN
- BMC Trackit Ticketing System
- Microsoft Windows Server Active Directory
- Shoretel Phone System
- Identifi Electronic Document System
- PS\SQL Developer
- CMC
- Fiserv Programs
- Fiserv DNA and Online Banking
- FAS
- Maxxar
- Soft Skills
- Deductive reasoning ability
- Complex problem solving
- Excellent time management skills
- Excellent oral and written communication skills
- Multi-tasking ability
- Excellent work ethic
- Team Leadership
- Document flow coordination
- Detail-oriented
- Need minimal supervision
- Self-starter
- Strong research skills
- Technical support
- Time management abilities
Timeline
Operations Analyst
Fiserv
09.2019 - 06.2021
Systems Analyst
Shared Resource Technology Group
07.2008 - 04.2019
Branch Manager
Cinco Federal Credit Union (Superior Credit Union)
11.1988 - 07.2008
Some College (No Degree) - Business Studies and Escrow Management
Mount San Antonio College