The Representative was hard to hear, like she was in an echoing cave... but aside from that, she was extremely helpful. I appreciate her expertise!

Ticket opened at 7:07 & conferenced in Becky to get P1 approval. Keith immediately escalated to 2nd level Shastian. At 7:26 I called back and spoke with Mitch (?) and asked for Shastain and was told he was on another call. I updated him as to why I was calling and told him I wanted to verify they were aware of our cut-off time 8:00 PM CST and it was urgent we get the files pushed to Fiserv before the cut-off time. Mitch updated the ticket with my info. At 7:32 sent text to Becky, then called her at 7:36 to let her know I had not heard back from Integris. She got logged in and was able to push 2 files over to Fiserv. Shastain called at 7:56, conferenced Becky in again. She walked thru the steps to show Shastain on the server what to look for and how to resolve the issue. Shastain did offer to contact Fiserv to verify the files would be processed. He also called this morning to confirm the files processed last night. His sense of urgency late in the evening is needed for ITM/ATM file processing and knowing how to identify and resolve file issues on the server is needed. His follow-up skills are great!