MICHAEL APPIAH
Providence,RI
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
32
32
years of professional experience
Work History
Systems Analyst
Bank Of America
03.2005 - 01.2017
- Installed improvements and adjusted parameters to optimize functionality.
- Trained users and supported variety of problems with hardware and software.
- Planned and designed system improvements to meet changing demands.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Collaborated with upper management to drive strategy and implement new processes.
Call Center Customer Service Specialist
Bank Of America
12.1998 - 03.2004
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved customer complaints and addressed emergency requests and needs.
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Systems Analyst
Bank Of America
04.1998 - 03.2004
- Collected, defined and analyzed business requirements.
- Trained business personnel in use of systems.
- Identified needed business improvements and determined appropriate systems required to implement solutions.
- Coordinated data migration and consolidation efforts.
- Helped deploy system enhancements to improve field operations.
- Installed system updates to address vulnerabilities and reduce security issues.
System Analyst
John Hancock Financial Network
06.1985 - 04.1998
- Collaborated with upper management to drive strategy and implement new processes.
- Improved systems with addition of new features and infrastructure.
- Planned computer systems using information engineering, data modeling, and structured analysis.
- Assessed business requirements to create focused solutions.
Education
Bachelor of Science - Computer
Rhode Island College
Providence, RI05.1985
Skills
- End-User Support
- User Requirements
- Certified Business Analysis Professional
- Project Management Professional
Timeline
Systems Analyst
Bank Of America
03.2005 - 01.2017
Call Center Customer Service Specialist
Bank Of America
12.1998 - 03.2004
Systems Analyst
Bank Of America
04.1998 - 03.2004
System Analyst
John Hancock Financial Network
06.1985 - 04.1998
Bachelor of Science - Computer
Rhode Island College
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