Eva McLaughlin

Experience

• 

  Skowhegan Savings Bank

  Jan 1997 - Jul 2016

  • Collaborated with business units to analyze trends and make recommendations for operational effectiveness.• Provided software, reporting, and hardware support to enhance business unit productivity.• Developed end-to-end reports using IBM Cognos Reportnet, resulting in improved organization-wide reporting. • Provided application support for IT help desk inquiries at Skowhegan Savings Bank in Skowhegan, ME.• Responded to staff queries in person or over the phone, determining and resolving issues efficiently.• Ensured timely follow-up with staff to confirm issue resolution and maintain smooth operations. • Managed loan booking, daily maintenance, and insurance tracking for Skowhegan Savings Bank.• Provided exceptional customer service and acted as a backup for departmental duties.• Implemented Fiserv EasyLender project, attended training, and created reports using Crystal Reports. Processed and monitored all deposit-related transactions efficiently and accurately. Encoded, repaired, and processed checks and transit items.Managed check and cash letter adjustments through the Federal Reserve system. Handled customer transactions in a fast-paced banking environment.Provided excellent customer service, resolving inquiries and concerns.

  • Information Process Analyst

    Jan 2007 - Jul 2016

  • Application Support Assistant

    Jan 2005 - Jan 2007

  • Loan Reports Clerk

    Jan 2001 - Jan 2005

  • Deposit Operations Clerk

    Jan 1999 - Jan 2001

  • Item Processing Clerk

    Jan 1998 - Jan 1999

  • Teller

    Jan 1997 - Jan 1998
• 

  University of Maine System

  Aug 2016 - now

  • Supported ITIL Service Management process framework for IT support at University of Maine System.• Provided analytical and operational support, including supervising tier 1 service desk agents.• Acted as a resource for internal documentation, training, and process assessment for IT Support and Service Delivery Teams. • Managed the central service desk at University of Maine System, providing training and coaching to employees.• Developed a customer-focused team to drive resolution of customer service requests and incidents.• Oversaw the full range of help desk activities to ensure efficient and effective support for users. • Defined and implemented service management processes based on ITIL best practices.• Analyzed clients' business technology needs and recommended strategies.• Developed and supported custom and off-the-shelf applications and software systems.

  • ITSM Analyst and Service Desk Manager

    Feb 2019 - now

  • Interim Help Desk Manager

    Apr 2018 - Jan 2019

  • Help Desk Analyst

    Aug 2016 - Jan 2019