RYAN SWINDERMAN
Baden
Summary
Dynamic professional with extensive experience at Fidelity Information Services, specializing in customer service and technical troubleshooting. Demonstrated ability to lead teams in improving process efficiency and managing high-priority escalations. Expertise in risk management and analysis, consistently achieving results that surpass expectations while building strong client relationships.
Overview
28
28
years of professional experience
Work History
Technical Product Support Representative
Fidelity Information Services (FIS)
Baden
11.2023 - 07.2025
- Resolved high-priority client escalations through effective leadership and resource engagement.
- Exceeded internal resolution time metrics while delivering timely updates.
- Organized internal and external bridgelines to facilitate escalation resolutions.
- Held resources accountable for meeting deadlines and ensuring progress on escalations.
- Conducted research and performed analysis to support team initiatives and reporting.
Senior Payroll Administrator and Accountant
Upon a Star Travel, LLC
Baden
09.2018 - 04.2024
- Processed bi-monthly payroll for 30+ travel agents using Travel Agency and bank payroll software.
- Reconciled monthly statements with payroll processing to ensure accuracy in transactions.
- Executed non-standard payroll transactions via wire transfer, Bill Payment, and manual checks.
- Presented cost-saving recommendations during reconciliations to enhance operational efficiency.
- Directed additional bookkeeping efforts and bill payment processes for improved financial management.
Service Delivery Assistant
Fidelity Information Services (FIS)
Baden
02.2023 - 10.2023
- Provided analysis and research to Service Delivery Managers for proactive client inquiry management.
- Conducted weekly ticket reviews with internal teams to ensure prompt resolution of open issues.
- Generated ad hoc reports using Excel to highlight trends in ticket lifecycle.
- Led initiatives to eliminate duplication, reducing outstanding tickets and improving resolution timelines.
Team Lead, Customer Care Support Center
Fidelity Information Services (FIS)
Cranberry Township
11.2011 - 01.2023
- Led a team of 10+ agents in processing customer incident tickets, monitoring and providing security administration for internal and external users.
- Implemented systems to monitor employee access and facilitate better controls for user access.
- Trained all new employees in the department of 20+ employees on policies and procedures to ensure quality work and reduce errors.
- Created and maintained documentation to allow for standardization of all department procedures.
- Ensured quality processing by reviewing work output and conducting periodic meetings with employees to ensure uniformity and attention to detail.
Account Relationship Specialist, Treasury Management Department
Huntington National Bank
Pittsburgh
10.1997 - 09.2011
- Built strong relationships with clients to enhance account satisfaction.
- Managed client inquiries and resolved issues efficiently and professionally.
- Coordinated account activities to ensure timely service delivery and support.
- Assisted customers with product selection and inquiries.
- Managed risk assessment processes to safeguard organizational assets effectively.
Education
Accounting Major - Business Administration and Communication Minor
Mount Vernon Nazarene University
Skills
- Customer Service
- Technical troubleshooting
- System documentation
- Customer relationship management
- Process improvement
- Team Leadership
- Problem Solving
- Microsoft Office Suite
- Risk Management
- Training
- Documentation
- Process Improvement
- Account Management
- Security Administration
- Analysis
Additional Relevant Experience
Huntington National Bank, Account Relationship Specialist, Treasury Management Department
Timeline
Technical Product Support Representative
Fidelity Information Services (FIS)
11.2023 - 07.2025
Service Delivery Assistant
Fidelity Information Services (FIS)
02.2023 - 10.2023
Senior Payroll Administrator and Accountant
Upon a Star Travel, LLC
09.2018 - 04.2024
Team Lead, Customer Care Support Center
Fidelity Information Services (FIS)
11.2011 - 01.2023
Account Relationship Specialist, Treasury Management Department
Huntington National Bank
10.1997 - 09.2011
Accounting Major - Business Administration and Communication Minor
Mount Vernon Nazarene University