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I worked for Intelliswift (a Freemont, CA based agency) from November 2012 to July 2014 as a Technical Engineer on-site at one of their client Intuit's site in Westlake Village. The job started out as a 9 month contract, which later turned into 18 months, but unfortunately not a full time job. During my employment I was a part of what used to be Intuit Financial Services (once Digital Insight), a SaaS company with online banking solutions for regional banks and credit unions. During this period Digital Insight was divested by Intuit and acquired by an investor group based in San Francisco called Thoma Bravo. A few months later Thoma Bravo flipped Digital Insight to NCR (National Cash Register) and the organization remains Digital Insight under NCR ownership. My role at the company was essentially technical support for their online banking product working incidents with Customer Care real-time in a LivePerson chat environment or through a passive Pivotal queue. During my employment on the production systems technical support team I handled 3,000+ real-time chats (pre-queue incidents) and about 2,700 incident steps on almost 2,000 Technical Support queue incidents. Averaging about 14 problems a day, the work was nothing short of challenging at times, but when you're that busy time goes by very quickly. In the following sections you can find out more about the nature of my work on this assignment.
Responsibilities: Production systems technical support liaison between customer service and various QA, engineering, and support teams at an online banking SaaS provider. The organization rents internet banking solutions nationwide to a sizable clientele of regional banks and credit unions, and provides back end interfacing and network connectivity to core systems, using a high availability network, redundant data facilities, and proprietary software that are able to connect to about two dozen types of the better known financial institution host systems. The main part of the work is about processing incidents through chat (solve on contact) and through queues of various service level agreements (SLA's, ex. 5-day, 2-day, critical 2-4hr.)
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