Kyle Kamler

Total Ticket Reduction: Achieved 50% reduction in total tickets across all reporting categories, demonstrating a significant improvement in service efficiency.

• Same Day Resolution: Consistently maintained a same-day resolution rate of 60% or greater, with individual performance peaking at 68%, ensuring prompt client support.
• 3-Day Resolution: Ensured that 70% or more of service tickets were resolved within three days, with individual performance reaching 75%, highlighting my commitment to timely issue resolution.
• 5-Day Resolution: Maintained 80% or greater resolution rate within five days, with individual performance at 82%, showcasing my ability to manage and resolve complex issues efficiently.
• 10-Day Resolution: Achieved 90% or greater resolution rate within ten days, with individual performance at 86%, reflecting my dedication to sustained service excellence.
• 30-Day Resolution: Attained a near-perfect resolution rate of 100% within thirty days, with individual performance at 100%, underscoring my reliability and consistency in client support.
• Mean Time to Resolution (MTTR): Maintained MTTR 3 days or less, with individual performance at 3.09 days, demonstrating my efficiency in resolving client issues promptly.

• Led strategic project calls with clients to outline goals and milestones
• Created additional environments for testing and disaster recovery
• Trained staff and authored detailed technical knowledge base articles
• Partner with product management to correct and enhance software
• Sharing knowledge by creating cross-team support chats to help teams integrate
• Meet with Sales and Relationship teams to prioritize client demands

• Conducted on-sites reviews to ensure adherence to best industry practices
• Effectively communicated with all levels of staff, from C-level staff to nightly operators
• Resolved client escalations with development teams
• Served as key knowledge resource for both support and implementation teams within departments

• Managed daily back-end processing procedures and banking interface applications
• Guided clients setting up specifications, troubleshooting database imports and connectivity issues
• Provided 24-hr critical emergency support
• Configured application servers an implemented major software releases
• Performed data restores in disaster recover situations
• Migrated client data and processes from Unisys to IBM mainframes

• Collaborate with cross-functional teams to onboard new clients onto Fiserv's Premier Core banking Platform
• Offered comprehensive support and training for deposit applications
• Assist clients in balancing application balances
• Customized software specifications to align with client goals and enhance functionality