Keith Penn
Pittsburgh
Summary
Over 20 years’ experience in Technical Customer Support, Systems Analyst, Project Leadership, Problem Resolution, Software Installation, Implementation, Banking Industry, Computer Software, Workflow Requirements, Application Analysis, Strategic Planning, Ability to apply technical solutions to business issues, Process Improvement, Disaster Recovery Planning, Software Testing, Technical Writing, Service Point, Jira, Oracle Business Intelligence, Hyperion Web Client, Data Warehouse, Internet Banking, UI for Signature, WebSphere Application Server, I-Series AS400, DocPlus for Signature, VRU. Highly innovative in depicting the subject to customers using traditional methods and MAGIC customer relation modules. Ability to work effectively with warm leadership and supervisory caliber relations with cross departmental staff. Possess excellent communication and interpersonal skills
Overview
31
31
years of professional experience
Work History
Senior Application Support Analyst
Fiserv
Pittsburgh
06.2005 - Current
- Supporting banks and financial organizations with technological assistance
- Resolve issues with banking applications on a daily basis
- Customer service planning and delivery, which includes re-creating customer problems and troubleshooting in response to their needs
- Resolve important issues in close collaboration with account managers, senior management, and other technical employees
- Weekly Knowledge Assessments Hold meetings with programmers and developers to figure out how to solve problems related to release updates, system issues, and enhancements
- Coaches knowledge articles writing for peer to peer training on a weekly basis
- Participate in new product release testing planning and execution
Customer Service Specialist
National Real Estate Information Services
Pittsburgh, United States
06.2004 - 06.2005
- Research property titles for financial institutions across 48 states
- Verified clearance on property for any liens, foreclosure and outstanding taxes
- Maintain customer service relations between customer and Abstractor
Call Center Specialist
U.S. Bank
Pittsburgh, United States
03.2003 - 05.2004
- Monitor over 2,000 banking offices and more than 4,500 ATMs in 24 states
- Researched ATM performance/health, network lines and reset stations to Cisco routers
- Resolved ATM failures (e.g. ATM load/reboot)
Ad Operations Specialist
Advo Direct Mail
Pittsburgh, United States
01.2001 - 07.2002
- Managed advertising orders for 18 Sales Representatives
- Responsible for creating and distributing appropriate advertising to branch offices
- Verified ads with other marketing professionals to ensure appropriate graphics and data were correct
- Responsible for scheduling advertisement placement of graphics to editorial staff
Supervisor
Xerox
Pittsburgh, United States
01.1997 - 07.2000
- Supervisor for Technical Services managing 7 employees for the Westinghouse/Emerson Electric account
- Managed project scheduling to guarantee creative and design needs were on time and within budget
- Examined printed drafts for correct ink density, position on paper and registration
- Coordinated all project details, schedule and integration into print system
- Managed supply and inventory
DocuTech Operator
International Olympic Committee – IOC
Atlanta, United States
06.1994 - 09.1996
- On the Atlanta Committee for the 1996 Olympic Games for Xerox, Atlanta, GA)
- Xerox Certified on the DocuTech 135, 6135 and DigiPath software
- Created 9 million copies and 46,000 result books for International Olympic committee
- Designed and organized electronic files for queue management
- Coordinated and produced publishing requests in preparation for the Olympic games
Education
Some College (No Degree) - Public Administration
University of Pittsburgh
Skills
- Technical Support
- Applications Analysis
- Project Management
- Project documentation
- Data extraction
- Strategic planning and review
- Multitasking
- Reliable and trustworthy
- Relationship building
- MS Office
- Customer service
- Friendly, positive attitude
- Organization
Timeline
Senior Application Support Analyst
Fiserv
06.2005 - Current
Customer Service Specialist
National Real Estate Information Services
06.2004 - 06.2005
Call Center Specialist
U.S. Bank
03.2003 - 05.2004
Ad Operations Specialist
Advo Direct Mail
01.2001 - 07.2002
Supervisor
Xerox
01.1997 - 07.2000
DocuTech Operator
International Olympic Committee – IOC
06.1994 - 09.1996
Some College (No Degree) - Public Administration
University of Pittsburgh