Customer Service Data Center

Location:

Madison, WI

Posted:

October 03, 2023

Contact this candidate

Resume:

DEBRA MANKOWSKI

*** ****** ******, *********, ** 53523 *920-***-****

WORK HISTORY

Business Systems Analyst, 2017 – Current

WISCONSIN REINSURANCE CORPORATION, Madison, Wisconsin

Responsible for working with our vendor Guidewire and day to day operations of their InsuranceNow platform. This includes troubleshooting of policy issues and break fixes along with the reporting and testing of these fixes prior to deployment.

-I report issues or enhancement requests to Guidewire and our Eagle Creek Developer for code and break fixes. This reporting includes supplying all necessary information and documentation that GW or EC developers will need to process the coding and data fixes.

-Weekly tracking of open tickets and cases to our internal business units.

Responsible for testing of our yearly InsuranceNow upgrade. Working closing with the business units to create functional and regression testing for support.

Responsible for working with 1st Auto and the roll out of 4 new product lines for InsuranceNow. These product lines included Business Auto, Personal & Commercial Umbrella and Business Owner’s.

-I worked directed with Guidewire and internally to build out a testing platform for product buildout and rollout to production.

-Working directly with Claims, Underwriting, Accounting, and Interfaces for full functionality testing of the new products.

-Created a testing platform from Design Worksheets, Product Specifications, and business unit requirements. Prior to buildout, the company had rolled out Personal Auto which took 16 months to stabilize in production. After I created the in-depth testing platform, we were able to stabilize the 4 new product lines right away after production deployment.

Responsible for processing of InsuranceNow reporting, that includes daily, weekly, month-end, quarterly and yearly processes.

-Review of Daily Reports created from Production for any balancing or account errors

-Weekly maintenance of our 3 test environments to make sure they are on current system dates and up to date functionality.

-Monthly Regulatory Reporting to our vendors

-Creation of Quarterly PerrKnight Reports for Accounting

-Creation of Yearly Reporting of 1099’s and other yearly jobs for Accounting

Facilitated a weekly call between our Eagle Creek Developer and WRC to review tickets and questions. This weekly meeting allowed us to streamline the day-to-day questions and address open issues on a weekly basis instead.

Responsible for the ITS Automated Testing Tool that we currently use for testing against our InsuranceNow software. This tool wasn’t used when I started at WRC. I was able to work with the vendor ITS to establish a testing platform and went from the original 20 testing suites for utilization to over 600 testing suites for Personal Auto. The utilization of this automated testing tool allows us to test after deployments for issues before we deploy to production. The testing suite has saved our Business Units from having to manually creating policies and claims for testing of billing, claims, underwriting rules and policy functionality.

Implementation & Connectivity Project Manager, 2012 – 2017

FISERV WIREXCHANGE, Madison, Wisconsin

Responsible for Implementations of WireXchange with our Fiserv clients. Implementation process includes, set up of the client’s Database; testing of connectivity; training of FI staff to use WireXchange; and providing customer support at Implementation and beyond the clients live date.

Responsible for project management of our New VPN clients. Includes working with those clients and our Fiserv Infrastructure Team, to make sure connectivity is setup and working prior to live date.

Responsible for project management of our Existing VPN clients, working with our Application Support Team & Fiserv Infrastructure Team to make any VPN Firewall or Application support changes as requested.

Responsible for all In-House & Data Center File Delivery setups for our New WireXchange Clients. Includes setting up connectivity and testing for multiple File Delivery Setups, including Web Pickup, FTPs & SFTP Pickup and FTPs & SFTP Push via Internet & VPN connections, prior to live.

Responsible for all In-House & Data Center File Delivery changes for existing File Delivery clients. These changes may include but not limited to, IP address changes, Directory changes, and Data Center MOVEit server changes.

Responsible for all Federal Reserve Paperwork to make sure that our new clients, have the necessary paperwork signed and mailed, prior to them going live with Fiserv WireXchange. Also, working with the Federal Reserve to make sure that their part of the Wire process and setup is completed for the client’s live date.

Responsible for back up of Web Administration for our Fiserv XRoads partner, as needed. Web Administration includes setting up of new Entities, Remote Connections for File Delivery & setup of Users to XRoads for File Delivery.

Responsible for On-Call support for our WireXchange clients. On-call support includes, helping the Help Desk, Tier 2 & 3 Application Support teams with issues or questions on our WireXchange product.

Responsible for After-Hours support for our WireXchange File Delivery clients, if there are any issues when attempting to send data files.

Responsible for After-Hours support as needed for Web Administration with XRoads.

Project & Installation Specialist, 2009 – 2012

FISERV PREMIER, Brookfield, Wisconsin

Responsible for Installation of Premier Core products, including Business Online Banking products and extended core additions. With the Installation of these products, included spec setup, training of the project and troubleshooting of any issues.

Responsible for New Conversion & Migration clients, coming into the Brookfield Data Center. This included, database product conversion, spec changes, setups and training of these products.

Responsible for client questions and follow ups to any issues that clients may have.

Providing assistance to the Premier Client Services & Operations team when needed. This assistance may include client questions, and resolving installation & data base issues.

Operations Administrator, 2001 – 2009

CAMBRIDGE STATE BANK, Cambridge, Wisconsin

Responsible for majority of all Deposit and Loan Operational functions. These include but not limited to all non-post corrections & return items; correction of bank and customer errors and issues; general ledger & daily cash balancing, ATM/Debit & Credit Card orders & disputes; Secondary Market Loan remittances & reporting; checking of loan payments for accuracy; imaging of deposit & loan items; updating any account maintenance to our ITI core system along with verifying all deposit accounts opened along with new & renewed loans booked; managing ITI specs with any updates needed; answering customer phone calls; remitting all wires, savings bonds, ach transactions and manually returned items via Autosolution; and all other aspects of customer service.

Bookkeeper, 2000 – 2001

PREMIER BANK, Fort Atkinson, Wisconsin

Responsible for computer/proof machine duties; non post corrections and return items; correction of bank and customer errors; general ledger balancing; answering customer questions and resolving any customer issues.

Bookkeeper, 1999 – 2000

CITIZENS STATE BANK & TRUST/BADGER BANK, Fort Atkinson, Wisconsin

Responsible for proof machine; non post corrections and return items; general ledger

balancing; answering customer questions and resolving any customer issues.

Retail Clerk, 1991 -1999

JONAS OFFICE PRODUCTS, Fort Atkinson, Wisconsin

Responsible for purchasing; order entry; ensure deliveries of orders to customers; using DDMS retail office product software and complete responsibility of the University of Whitewater account.

SPECIAL SKILLS

Skilled at banking software including ITI, SDI and Arta Deposit; setups of FTPs & SFTP file delivery setups; Premier Core & WireXchange Database spec setups; and Windows, Excel,

Word, Outlook and all office equipment

Possess good communication and interpersonal skills. Worked in customer service for over

30 years.

EDUCATION

Accounting I, one-year program, MATC-Fort Atkinson, Wisconsin

Diploma, American School, Chicago, Illinois, 1985

Attended Cambridge High School, Cambridge, Wisconsin, 1982 – 1983

High Honors

REFERENCES

David Matheus

Retired from WRC, Senior Manager – Information Systems

262-***-****