Business Analyst
Helpdesk:
Handled incoming calls from merchants using point-of-sale payment card terminals.
Performed troubleshooting, resolved technical issues such as connectivity, configuration, and back end account setup
Reviewed merchant's transaction deposits and assisted with reconciliation
Tested upcoming terminal software releases on actual terminals
Participated in cross-functional training with other helpdesk divisions in order to increase resiliency and backup capability between divisions.
Knowledge Team (Merchant Services):
Maintained library of helpdesk Standard Operating Procedures and POS terminal user manuals.
Performed full substantive editing, copyediting, format conversion for new and revised documents.
Handled incoming correction requests from readers
Coordinated SME review and approval of proposed revisions.
Collaborated on a project to migrate over 3200 documents From eGain to Moxie platform
Knowledge Team (Operations)
Maintained multiple SharePoint sites from around the company
Performed minor copyediting, cleanup and publishing
Certification Team
Collaborated on creating a dedicated database to track and capture certification dates and associated SMEs for each document.
Participated in generating monthly reports to management covering status of documents, days to expiry, and other data fields for audit trail.
Responded to requests for selected logs and history data for each record/
Card Fraud Investigations
Assisted Fraud Investigation team with clearing a large backlog of suspicious activity referrals arising from Auto Loan applications during the COVID pandemic.
Certification Team Lead
Participated developing business requirements for a new certification database
Trained and mentored new team members
Collaborated in the migration process
Held monthly Certification Zoom forums, an open format gathering of users
Held targeted Zoom calls to orient and train new users.
Created "Office Hours" program offering users time windows where they can speak with a member of the cert team one-on-one