CAREER OBJECTIVE

Experienced, hands-on computer systems and trouble-shooting professional with st

rong background in server based client applications, software project management
and development including how it fits into the network infrastructure. Expertis
e in remittance and image archival systems. Excellent combination of up-to-date
technical expertise plus customer service/interpersonal skills. Bright, hard-dri
ving, goal oriented, able to take initiative with a proven record of above stand
ard results with a strong desire to step into a management role.
CAREER HISTORY
Sr Technical Business Analyst - 2007 to Present
First National Bank of Omaha, Omaha, NE
Work collaboratively with both development staff and the user community to plan
and coordinate research, analysis and preparation of management proposals for pr
oduct/systems initiatives and project development.
Lead and coordinate the completion of assigned projects and technology enhanceme
nt initiatives while adhering to established timelines of completion and budgeta
ry allocations. Primarily lead medium to large projects or those of mid- to high
-level complexity from 6 to 9 months in length.
Develop and maintain a comprehensive knowledge of assigned system/application ca
pabilities, documentation and assigned business unit processes to provide techni
cal support according to defined standards of quality and timeliness, continued
development and training of new and existing team members/users and effective cu
stomer relations.
Cross training of team members utilizing self created and or vendor documentatio
n and hands on methods to mitigate single threaded support roles.
Provide input to the department's planning to enhance the overall ETS effectiven
ess.
Provide input to manager on budgetary needs of supported business units for upco
ming year.
Exhibit professional behavior and promote positive working relationships.
Technical Support Specialist - 1999 to 2007
First National Bank of Omaha, Omaha, NE
Hardware support for Lockbox department, including servers, workstations, networ
k switches and high speed imaging equipment.
Software support for Windows based systems, including WINNT, Windows 2000, Windo
ws 2000 Server Windows 2003 Server, Microsoft SQL Server, Windows XP.
Software support for various J&B imaging system, this includes remittance softwa
re suite, image archive, TMS Netquery, CD/DVD Authoring with Encryption.
Provided training for various processes and functions for daily work and system
maintenance.
Budget forecasting for hardware needs of the department that was presented to de
partment manager.
External customer support for technical issues regarding image archive and daily
files.
Attended meetings with external and internal clients to provide advisory role fo
r processes and additional equipment as needed.
Project planning and implementation for bringing new clients on board, research
customer needs for specific data to be gathered via high speed scanning and file
extraction.
Supported remote access via dedicated connection and internet connections for ex
ternal clients.
24x7 support via pager and cell phone.
Data Technician - 1993 to 1999
Cox Communications, United States of America, Omaha, NE
Responsible for full range of customer interface services for this major nationa
l provider of individual and industrial cable products, Digital, Audio, Video, a
nd Data. Eastern Nebraska market covers 127,500 accounts. Responsibilities inclu
de initial system/hardware installation, all manner of troubleshooting system an
d equipment, company or customer caused.
AWARDS
First National Bank Presidents Club Award 4th Quarter, Dec 2008
Reduced the vendor costs by $20,000 thro
ugh installing the software without vendor assistance in Dev and Q for the Wausa
u applications. This was also moved into the production environment without vend
or assistance. First ETS employee to ever receive this award.
First National Bank Employee of the Month Lockbox
Nominated for Employee of the Month 2 times in
different years for the Lockbox Department.
Customer First (Cox Communications), May 1997
Received 124 customer accolades (written or v
erbal) for Excellence of service (Cox Communications).
Service Technician of the Year, Dec 1997 (Cox Communications)
Achieved lowest repeat call percentage in
the nation for the year, 1997.
Elite Club, Dec 1998 (Cox Communications)
Recognized by selection to Elite Clu
b, an all-around technical and service award.
QUALIFICATIONS
Excellent interpersonal skills and team building.
Able to make decisive decisions with regards to knowing when to escalate issues
and knows which resources and methods to employ to gather those resources to exp
edite a resolution.
Over 2 years of experience leading and implementing various software upgrades as
well as architecture implementations for the retail lockbox and check processin
g divisions for First National Bank.
10 years of network, server, workstation and software troubleshooting/installati
ons for high speed imaging system.
12 years of experience in working with specialized hardware for high speed imagi
ng environments.