Dorothy Martin-Winston

I’m a results-driven Tier II IT Support Specialist with experience delivering technical and customer support in high-volume banking and customer service environments. I focus on resolving online banking, mobile application, and account access issues while maintaining strong performance and customer satisfaction standards.

In my current role at PNC Bank (2022–Present), I troubleshoot application functionality, website navigation, authentication concerns, and digital banking support requests. I document technical issues and resolutions with high accuracy, and I support online banking systems while collaborating with operations and product teams to identify recurring customer problems.

Previously, as a Technical Operations & Support Coordinator at Sykes Incorporated (2014–2019), I supported daily operations for 90+ agents and helped manage escalation workflows across high-volume environments. I led onboarding support, QA monitoring, scheduling, and process improvement initiatives, and I created training materials and operational workflows to improve consistency and customer experience outcomes.

I bring a continuous-improvement mindset—combining troubleshooting methodology, KPI analysis, and cross-functional collaboration to strengthen service operations. I’m also building my toolkit through Agile/Scrum exposure and ongoing professional development in UX/UI processes, technical support operations, and workflow optimization to keep improving how teams deliver value to end users.