Intelliswift (Intuit, Digital Insight, NCR)

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.)
 
Daily activities

• Reviewing incidents assigned by management to my queue via the Pivotal system, researching and resolving incidents when possible using various document libraries and software tools.
• Participating regularly on conference calls, troubleshooting and resolving issues with the client and/or internal associates from various teams and third parties.
• Researching event details in various application and system logs using traditional and modern search methods and tools such as SPLUNK.
• Looking up incident related data from various databases and making updates as necessary.
• Adjusting front and back end configurations in XML and custom formats for various web, messaging, and policy applications using versioning tools such as Perforce P4.
• Accessing and reconfiguring system settings using AIX Unix systems and the VI application.
• Pulling system and client data, adjusting configuration settings, and performing tests using REST calls to various system APIs.
• Identifying and researching system-wide issues and communicating about them to Customer Care and Escalation Management.
• Handling weekend on-call duties on a 7 week rotational basis, resolving production system issues that the Operations Center was unable to resolve.
• Participating in the "chat" system the Technical Support department uses to attend to customer service agent issues in real-time through a chat interface called LivePerson.
• Researching and updating defects in a defect documentation system called JIRA and participating in the resolution process.
• Identifying groups and individuals that have ownership of certain systems, applications, and processes as a part of the troubleshooting research, and communicating with them to get problem resolution.