Natasha Appadore

• Facilitating client/customer request for ATM status, cash totals and last transaction information Hub for ATM connectivity, installation, upgrade and general support
• Offers support for various types of ATMs and network connectivity protocols driven by FIS Connex platform
• Provides ATM status/transaction/cash on hand information
• Send commands (load, RKDS, stack purge, stop/start, etc.) on ATM machines
• Assist newly installed/upgraded/replaced ATM machines
• Work with Configuration Management to ensure that relevant databases are up to date
• Responds to customer product inquiries via telephone or in written internet-based email
• Create open issue tickets for ATM machine related problems requiring level 2 investigation/resolution
• Knowledge of different ATM manufacturers (Diebold, NCR, Hyosung, etc.)
• As part of Monitoring team, assist with lost comms issues
• Create IN tickets and investigate for probable cause
• Thoroughly document each client interaction the FIS Service Now ticketing system
• Provide support with ATM mailbox

Additional Responsibilities-

• Train new hires and update the team with new process information.
• Creating and managing team productivity reports on weekly/ monthly basis
• Liaising with onshore counterparts in scheduling rosters for support and mailbox
• Perform quality audits within the team to analyze and ensure quality with respect to overall process.
• Successfully trained and assisted with hWorldpay transition to FIS.
• Currently part of automation team to help simplify ticket creation on Service Now
• Promoted teamwork and demonstrated effective communication skills to improve collaboration among personnel
• Developed technical documentation for seamless communication of complex engineering concepts among team members and stakeholders

• Technical advisor
• Providing technical support for Android, iOS devices for Vodafone UK mobile customers
• Troubleshooting to identify root cause of the issue and resolving
• Customer Relations advisor
• Handling customer complaints via online forms for billing, technical, and other mobile related queries.