MILLICENT OSEI-BONSU
Columbus,Ohio
Summary
I have expertise in the information technology arena to include but not limited to: Client-Server support, Office automation management, National Institute Security Standards, and commercial best practices. I am seeking an opportunity to utilize my technical capabilities, and analytical skill sets. I am self-motivated, a proven problem-solver, and team player with excellent technical acumen. Lastly, I am a fast learner who can comprehend and adapt to new challenges, concepts, and technology with seamless alacrity.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Digital IT Support (Wealth Management)
Morgan Stanley
Columbus, OH
06.2022 - Current
- Manage daily volume of inbound calls and emails from participants, providing world-class customer service to both internal and external clients in all interactions
- Strengthen and enhance existing client relationships through the processing of client requests, timely resolving of client inquiries, and making sure key client information and documentation is up to date using Salesforce CRM
- Conversations to identify opportunities for deepening client relationships
- Apply Firm verification policies and procedures for all clients to avoid identity theft and fraudulent activity
- Recognize and mitigate risk, ensure a deep understanding of and adherence to all policies and procedures; uphold requirements of the Quality Assurance guideline
- Troubleshooting website, Mobile App and system issues
Operation project Specialist/ Account Control
BillGo
Gahanna, OH
08.2021 - 06.2022
- Process all customer disputes adhering to department procedures and meet established turnaround times
- Implements immediate problem resolution process when there are system issues
- Provided exceptional customer service to internal and external customers
- Perform project tracking through clear and concise status reports and time management reports; proactively identify potential issues and track project member progress against commitments
- Performs daily operational functions for processing Automated Wire Transfer transactions accurately and timely
- Give configuration and training recommendations based on an examination of the system's current usage
Fraud Dispute Analyst
JPMorgan Chase
Westerville, OH
09.2018 - 03.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Prevent and analyze fraud alert on clients' cards
- Consulted with outside parties to resolve discrepancies and create effective solutions
- Collected customer feedback and made process changes to exceed customer satisfaction goals 100%
- Critical thinker and ability to excise independent judgment by analyzing
- Resolve fraudulent claims through effectively time management
- Obtaining knowledge of regulation Z land regulations G
Passport Specialist
Kelly Government Solutions
Seattle, WA
10.2017 - 08.2018
- Drive passport processes by evaluating and organizing incoming requests and filtering them through all requirements
- Diligently analyze and track key information while documenting requests, scanning, and reviewing information for completion
- Enter data and filing information on the computer system
- Reduced re-work and streamlined administrative functions by providing excellent attention to details
- Recognized for providing exceptional customer service and accuracy in completing client requests
Education
Bachelor’s degree - Cybersecurity
Indiana Wesleyan University
12-2024
Associate Degree - Computer Science-Cyber Security
Columbus State Community College
Columbus, OH01.2021
Associate degree - Travel-Hospitality
Bradford College
Columbus, OH01.2015
Skills
- LAN/WAN/NOC Administration
- Active Directory
- SAP S4/HANA/FICO
- HTML
- C
- Python
- Cryptograph
- Firewall
- VPN
- Malwarebytes
- Cisco Amp
- Vulnerability Management
- Project Management
- Adobe Photoshop
- Security Solutions
- Salesforce ServiceCRM
- Microsoft Word
- Microsoft Excel
- ERP
- SaaS
Certification
- Certified Security+
- Certified CISSP
Highlights Of Expertise
- LAN/WAN/NOC Administration
- Active Directory
- SAP S4/HANA/FICO
- HTML, C++, Python
- Cryptograph
- Firewall, VPN
- Malwarebytes/Cisco Amp
- Vulnerability Management
- Project Management
- Adobe Photoshop
- Security Solutions
- Salesforce ServiceCRM
- Microsoft Word and Excel ERP/SaaS
Timeline
Digital IT Support (Wealth Management)
Morgan Stanley
06.2022 - Current
Operation project Specialist/ Account Control
BillGo
08.2021 - 06.2022
Fraud Dispute Analyst
JPMorgan Chase
09.2018 - 03.2021
Passport Specialist
Kelly Government Solutions
10.2017 - 08.2018
Bachelor’s degree - Cybersecurity
Indiana Wesleyan University
Associate Degree - Computer Science-Cyber Security
Columbus State Community College
Associate degree - Travel-Hospitality
Bradford College