Tina Scheppers
Olathe,KS
Summary
Experienced with analyzing and troubleshooting technical problems to ensure seamless IT operations. Utilizes diagnostic tools and customer service skills to offer solutions that resolve issues promptly. Knowledge of network configurations and software installations, ensuring optimized system performance.
Overview
16
16
years of professional experience
Work History
Analyst IS Associate
Federal Reserve Bank of Richmond
02.2022 - Current
- Analyzed complex datasets to identify trends and support strategic decision-making.
- Developed comprehensive reports to communicate findings to stakeholders effectively.
- Collaborated with cross-functional teams to streamline data collection processes and improve efficiency.
- Conducted detailed research to inform business strategies and identify risks and growth opportunities.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Improved team collaboration with implementation of new communication tools.
- Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
- Generated reports detailing findings and recommendations.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Technical Customer Service Representative Sr
Federal Reserve Bank of Kansas City
08.2021 - 02.2022
- Provided technical support for hardware and software issues, ensuring timely resolution and customer satisfaction.
- Analyzed recurring customer inquiries to develop knowledge base articles, improving self-service options.
- Maintained detailed records of customer interactions, ensuring accurate tracking and follow-up on open cases.
- Developed strong relationships with clients by consistently providing exceptional service and technical expertise.
- Served as an escalation point for advanced troubleshooting scenarios, leveraging extensive product knowledge to resolve complex issues quickly.
- Guided customers through troubleshooting steps, enhancing user experience and product understanding.
- Documented customer interactions in CRM system, maintaining accurate records for future reference.
- Collaborated with cross-functional teams to escalate complex technical issues, facilitating swift solutions.
IS Technical Specialist
Federal Reserve Bank of Kansas City
08.2018 - 02.2022
- Developed and implemented technical solutions to enhance system performance.
- Provided expert support for troubleshooting complex technical issues across departments.
- Collaborated with cross-functional teams to improve operational workflows and processes.
- Analyzed user requirements to customize software applications for business needs.
- Led initiatives to streamline processes, resulting in increased efficiency and reduced downtime.
- Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
- Mentored fellow team members in advanced technical concepts, fostering a collaborative work environment where ideas were freely exchanged.
Business Analyst
Federal Reserve Bank of Kansas City
12.2016 - 08.2018
- Analyzed business requirements and translated them into technical specifications for system enhancements.
- Designed and maintained documentation for system processes, workflows, and user guides to ensure clarity.
- Led cross-functional teams in implementing new software solutions and integrations across departments.
- Conducted system testing and validation to ensure alignment with business needs and operational goals.
- Managed project timelines, budgets, and resources for multiple initiatives, ensuring successful delivery of projects.
- Assessed business requirements to create focused solutions.
- Developed comprehensive documentation to support end-users and facilitate future enhancements.
- Identified critical issues within existing systems, providing recommendations for resolution and prevention of future problems.
- Facilitated communication between technical and non-technical team members, ensuring project alignment across all parties involved.
- Collaborated with stakeholders to gather essential requirements, ensuring successful project outcomes.
Sr. Business Analyst (Sr. Client Relations Specialist -DST & DST Output)
DST SYSTEMS/BOSTON FINANCIAL DATA SERVICES (BFDS)
10.2010 - 11.2016
- Functions as Business Analyst Project Lead within an Agile environment, responsible for coordinating complex client implementations and regulatory initiatives including online document presentation, tax year-end financial reporting, output media, and disaster recovery exercises.
- Frequently interact and collaborate with clients, stakeholders, and multiple enterprise-wide groups to gather requirements, then develop and maintain project artifacts.
- Interpret client objectives, then clearly define and manage project scope from the client to the developers; align business processes with system functions, diagnose and address the issues that impact changes to project scope.
- Drive and document project communications and status updates.
- Evaluate and publish risks related to requirements implementation and testing processes.
- Identify, report, and reconcile errors in client data to ensure accurate results and gain client approval.
- Initiate and manage project meetings and work with team to anticipate, research, test, apply, and document overall quality improvements and process instructions.
- Provide day-to-day, simultaneous support of over 40 clients.
- Respond to and investigate client inquiries, system functionality issues, and support requests.
- Analyzed complex data sets to identify trends, enhance decision-making, and support organizational goals.
- Conducted gap analyses to identify discrepancies between current and desired states, leading to actionable recommendations.
- Performed risk assessments on potential projects to determine feasibility and viability before moving forward with XXX plans.
- Analyzed data to identify root causes of problems and recommend corrective actions.
Business Analyst (Client Relations Coordinator -BFDS)
DST SYSTEMS/BOSTON FINANCIAL DATA SERVICES (BFDS)
10.2009 - 12.2010
- Interviewed staff, observed departmental practices, and inspected system/process flows to generate functional overviews for audit reports.
- Produced requirements/user stories, which clearly stated the business needs and aligned with business processes with the audit scope and research.
- Collected, tested, and analyzed processes and data to detect deficient controls, duplicated effort, extravagance, fraud, or non-compliance with laws, regulations, and policies.
- Created audit artifacts, application glossaries, data dictionaries and process models for audit management and executives.
- Reported to management about audit scope, asset utilizations, and audit results and then recommended changes in activities.
- Prepared comprehensive process narratives and detailed reports on audit findings.
- Collaborated with cross-functional teams to enhance operational workflows and improve efficiency.
- Analyzed business requirements to inform strategic decision-making processes.
Education
Bachelor of Arts - Management & Human Relations
MidAmerica Nazarene University
Olathe, KS02.2023
Skills
- Results-oriented and collaborative professional with proven success in Business Analysis, Operations Support, Project Management, and Client Relations Management
- Expertise in translating customer requirements into systems requirements, including application development, report management, client systems conversions, and output media
- Possesses outstanding cross-industry skills, superior presentation abilities, and multi-national business experience
- Proven ability to build proficiency with new and existing technologies and collaborate with project teams to ensure successful project integration
- Frequently selected to serve as consultant and task force contributor on critical corporate initiatives
- Microsoft office
- Analytical thinking
- Team collaboration and leadership
- Data research and validation
- Process improvements
- Risk analysis
- Issue identification
- System analysis
- Trend analysis
- Risk mitigation
- Tableau software
- Presentation building
- Excellent communication
- Problem-solving
- Data analysis
- Teamwork and collaboration
Accomplishments
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Timeline
Analyst IS Associate
Federal Reserve Bank of Richmond
02.2022 - Current
Technical Customer Service Representative Sr
Federal Reserve Bank of Kansas City
08.2021 - 02.2022
IS Technical Specialist
Federal Reserve Bank of Kansas City
08.2018 - 02.2022
Business Analyst
Federal Reserve Bank of Kansas City
12.2016 - 08.2018
Sr. Business Analyst (Sr. Client Relations Specialist -DST & DST Output)
DST SYSTEMS/BOSTON FINANCIAL DATA SERVICES (BFDS)
10.2010 - 11.2016
Business Analyst (Client Relations Coordinator -BFDS)
DST SYSTEMS/BOSTON FINANCIAL DATA SERVICES (BFDS)
10.2009 - 12.2010
Bachelor of Arts - Management & Human Relations
MidAmerica Nazarene University
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