Dossavi Banka
Encompass Administrator
- Role
- Product Support Analyst Ii at ICE
- Location
- Omaha, NE, US
- LinkedIn followers
- 500 followers
About Dossavi Banka
Experienced Helpdesk Analyst with a demonstrated history of working in the financial services industry. Skilled in SQL, PHP, Electrical Wiring, Databases, and Team Building. Strong information technology professional with a Bachelor\'s degree focused in Management Information Systems, General from University of Nebraska at Omaha.
Experience
Product Support Analyst Ii
Jun 2023 — Present · Omaha, NE, US
Working with encompass system on daily basis- Assisting encompass user resolving any issue regarding the eFolder, User loan access issue- Assisting resolving any issue with Ellie Mae services (Credit report, Du, LPA.)- Providing Help desk for Mavent, and any third-party service with encompassUsing salesforce as ticketing system to track and manage the end users’ cases and responded in the timely mannerRecognize and respond accordingly to systemic customer-impacting problemsParticipate in the product defect/enhancement closed loop process by accurately identifying defects and enhancements, and communicating status updates to the clientUnderstand and follow company and departmental guidelines and policies for customer interactionMaintain and promote consistent behaviors and delivery across the teamManage case backlog to departmental standardsEffectively use knowledge base, along with all resources available to drive resolutionThoroughly and accurately document details of all client interactions in CRM system
Education
Technical Training Institute
University Diploma of Technology, Electrical Engineering
2006 — 2008
University of Nebraska at Omaha
Bachelor's degree, Management Information Systems, General
2015
Metropolitan Community College
Associate of Arts and Sciences (AAS), Information system (database administration)
2009 — 2013
CompTIA Tech Career Academy
A+ Certification
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