April

Johnson
7165 W 3245 S
West Valley, UT 84128

SUMMARY
My goal is to obtain a dynamic, challenging opportunity that contributes to the success of the Fiserv
team while utilizing my teamwork, technical, and customer service skills

EXPERIENCE
Software Analyst, Fiserv
Salt Lake City, UT 2007-present

801 372 8425

april@fiserv.com

Diagnose, assist with and resolve a variety of diverse technical problems

Install, configure, and maintain the functionality of the CUSA software and ancillary programs
Thoroughly document all call related activity for call tracking purposes
Develop training documents and classes for staff
Add documentation to knowledge base for employee reference in troubleshooting
Create Crystal Reports to meet clients requests for visual appeal and data required

Software Support Manager, Reed Data

Midway, UT 2005-2007

Supervised

a group of employees through all aspects of the employment lifecycle

Counseled employees on issues regarding work quality, quantity of work performed
Resolved escalated customer concerns regarding product and support boundaries
Develop training documents and classes for staff

Software Support Manager, Reed Data

Midway, UT 2005-2007

Oversaw the daily duties of 15-25 support engineers;

Managed overtime, schedule adherence, and production goals
Evaluated calls for level of professionalism, tone, courtesy, and call control
Delivered disciplinary feedback and provided follow-up goals

EDUCATION
Brigham Young University
B.S. Psychology 1998 - 2002

SKILLS.

skills

Outstanding analytical, problem-solving, and troubleshooting ability

Superior communication, customer service, teamwork, and interpersonal
MS Windows, MS Office proficiency, and Crystal Reports experience

REFERENCES
Available upon request.