Thomas Morley
Wheeling
Summary
Dynamic IT Application Management Specialist with a proven track record at Wintrust Corporation, adept in application integration and fostering teamwork. Excelled in reducing downtime and enhancing user satisfaction through effective incident management and collaboration. Skilled in agile methodology and IT service management, consistently achieving operational excellence and driving business intelligence initiatives.
Overview
17
17
years of professional experience
Work History
IT Application Management Specialist
Wintrust Corporation
08.2018 - Current
- Reduced downtime for critical applications by proactively monitoring and addressing potential issues.
- Coordinated software testing efforts to ensure the seamless integration of new applications into existing systems.
- Provided end-user support for critical applications, resolving complex technical issues in a timely manner.
- Improved user satisfaction ratings with timely resolution of reported incidents or requests related to managed applications.
- Managed change control processes, ensuring proper documentation, approval, and communication of application updates or modifications.
- Collaborated with cross-functional teams to identify, prioritize, and resolve application-related issues.
- Developed comprehensive documentation for IT application management procedures, promoting team knowledge sharing and consistency in operations.
- Managed vendor relationships to ensure quality of service and adherence to contractual obligations.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Planned and implemented upgrades to system hardware and software.
Assistant Branch Manager
Wintrust Bank
08.2017 - 08.2018
- Monitored branch financial performance by analyzing monthly reports.
- Conducted team-building activities, strengthening interdepartmental relationships.
- Streamlined branch operations by optimizing workflow processes.
- Improved service delivery with targeted training programs.
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
- Built rapport with account holders by reaching out with product recommendations and account updates.
- Supervised team of 5 branch employees and made recommendations regarding performance evaluations.
Retail Banking Officer
Wintrust Bank
10.2016 - 08.2017
- Resolved customer issues effectively, maintaining a high level of professionalism and empathy throughout interactions.
- Implemented process improvements that led to increased operational efficiencies and cost savings for the branch network.
- Collaborated with other team members to deliver seamless banking experiences for customers.
- Facilitated informative workshops on various banking topics, empowering customers with valuable financial knowledge.
- Boosted customer satisfaction by providing exceptional service and addressing client needs promptly.
- Developed strong relationships with clients by offering tailored solutions to their financial goals.
- Coordinated efforts with investment professionals to provide comprehensive wealth management services for high-net-worth individuals.
- Assisted in training new hires, sharing best practices and imparting valuable industry knowledge.
- Managed branch operations efficiently, ensuring compliance with industry regulations and internal policies.
Retail Banking Officer
Libertyville Bank & Trust
08.2014 - 10.2016
- Resolved customer issues effectively, maintaining a high level of professionalism and empathy throughout interactions.
- Implemented process improvements that led to increased operational efficiencies and cost savings for the branch network.
- Collaborated with other team members to deliver seamless banking experiences for customers.
- Boosted customer satisfaction by providing exceptional service and addressing client needs promptly.
- Retained existing clients and attracted new ones through personalized financial product recommendations.
- Enhanced client loyalty by consistently delivering on commitments and meeting or exceeding expectations during interactions.
- Assisted in training new hires, sharing best practices and imparting valuable industry knowledge.
Deposit Operations Specialist
Wintrust Bank
07.2012 - 08.2014
- Provided backup to [Number] other deposit operations specialists.
- Handled ATM service maintenance and disputes.
- Mentored junior team members, fostering a positive work environment that encouraged professional growth.
- Processed foreign items and returned mail.
- Ensured timely resolution of customer inquiries by working closely with customer service representatives and other departments as needed.
- Managed daily deposit operations tasks, ensuring accurate and timely completion of all transactions.
- Maintained confidentiality of bank's customers and adhered to all regulatory requirements.
- Coordinated with IT department to identify, troubleshoot and resolve any system-related issues impacting deposit operations.
- Served as a subject matter expert on deposit-related matters, providing guidance and support to both colleagues and customers alike.
- Trained new hires on customer service policies and procedures.
Retail Relationship Banker
Wintrust Bank
04.2010 - 07.2012
- Resolved customer issues effectively, maintaining a high level of professionalism and empathy throughout interactions.
- Implemented process improvements that led to increased operational efficiencies and cost savings for the branch network.
- Collaborated with other team members to deliver seamless banking experiences for customers.
- Boosted customer satisfaction by providing exceptional service and addressing client needs promptly.
- Retained existing clients and attracted new ones through personalized financial product recommendations.
- Streamlined account opening procedures, resulting in improved efficiency and reduced wait times for customers.
- Demonstrated adaptability in response to evolving industry trends and changing customer preferences, ensuring consistent performance in a dynamic environment.
Bank Teller
Wintrust Bank
09.2007 - 04.2010
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Processed customer transactions promptly, minimizing wait times.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
Education
Bachelor of Arts - Business Economics
University of Iowa
Iowa City, IA06-2006
High School Diploma -
New Trier High School
Winnetka06-2001
Skills
- Customer support
- Application integration
- Agile methodology
- Business analysis
- Incident management
- IT service management
- User acceptance testing
- Business intelligence
- Release management
- Teamwork
- Teamwork and collaboration
- Quick learner
Timeline
IT Application Management Specialist
Wintrust Corporation
08.2018 - Current
Assistant Branch Manager
Wintrust Bank
08.2017 - 08.2018
Retail Banking Officer
Wintrust Bank
10.2016 - 08.2017
Retail Banking Officer
Libertyville Bank & Trust
08.2014 - 10.2016
Deposit Operations Specialist
Wintrust Bank
07.2012 - 08.2014
Retail Relationship Banker
Wintrust Bank
04.2010 - 07.2012
Bank Teller
Wintrust Bank
09.2007 - 04.2010
Bachelor of Arts - Business Economics
University of Iowa
High School Diploma -
New Trier High School
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