Proven talent for aligning business strategy and objectives with established technical support and IT operations paradigms to
achieve maximum operational impacts with minimum resource expenditures. Growth-focused thought leader with a strong
background in troubleshooting complex issues, analyzing application errors, providing end user support, and collaborating
with diverse individuals. Exceptionally dedicated professional with keen interpersonal, communication, and organizational
skills, as well as critical thinking, problem solving, and asset management expertise.
Experience
Santander Bank
Jul 2021 – Jan 2023
Rhode Island
Application Support Specialist
Demonstrate expertise in delivering Tier 1 triage of multiple applications within the core contact center stack,
including phone systems, IVR, and call recordings, using apps such as speech miner, Genesys workspace desktop
edition.
● Utilize robust knowledge and experience with Genesys Cloud and ServiceNow ticketing applications regularly
utilized in the banking industry.
● Conduct in-depth research in order to identify and analyze trends and devise recommendations to optimize the
availability of systems and improve productivity and performance.
● Track, test, validate, and maintain VRU availability along with any new functionalities.
● Provide superior end user support and guidance concerning a broad range of IT deployments where end user
acceptance and validation is required.
● Contribute extensively to key projects on an ad hoc basis - Windows 10 migration project, Migration from internet
explorer to Microsoft Edge (for call center applications like Portal CIC & CC Servicing).
● Review and assess changes that may impact call centers and facilitate user validations of changes.
● Collaborate with systems engineers and administrators in supporting the contact center stack while evaluating,
prioritizing, and completing challenging IT tasks and complex incidents.
● Advance technical skills related to contact center technologies by actively participating in duties with increasing
levels of difficulty.
● Modify current software, correct errors, and upgrade interfaces which enable adoption of new hardware.
● Coordinate changes in the existing system and suggest procurement and installation of new systems.
● Generate reports for implementation of procedures and plans associated with application development.