Dustin Boylls

Results-driven Application Support Analyst with 3+ years of Tier 2/3 experience supporting mission-critical platforms in a high-availability enterprise environment. Proven track record managing complex incident lifecycles, leading vendor escalations, and delivering data-driven process improvements that reduce operational risk. Recently led end-to-end documentation and go-live execution for a full online and mobile banking UI refresh at a $70B+ regional bank, completing customer-facing deployment in under 10 minutes with zero service disruption.

Uniquely combines deep technical support expertise with hands-on banking and lending operations knowledge, enabling faster diagnosis of system issues and stronger cross-functional collaboration.

Application Support Analyst at Old National Bank (2022-11 – Present)

• Led end-to-end documentation and go-live execution for a full online and mobile banking UI refresh at a $70B+ regional bank — producing 60+ pages of technical and process documentation and completing customer-facing deployment in under 10 minutes with zero service disruption
• Managed the full project lifecycle for the UI refresh in Jira — creating epics, stories, and subtasks, tracking defects, managing backlog, and maintaining sprint-level visibility for stakeholders throughout the project lifecycle
• Serve as Tier 2/3 escalation point for complex application and data issues across digital banking platforms including Fiserv core banking systems, resolving incidents that front-line support cannot address
• Lead vendor coordination during system outages and integrations — managing communication, driving resolution timelines, and authoring post-incident Root Cause Analysis documentation
• Own end-to-end support for software releases including pre-deployment testing, validation, stakeholder communication, and post-release monitoring to ensure platform stability
• Proactively monitor system performance to identify, escalate, and resolve application and data integrity issues before they impact customers or operations
• Maintain 100+ ticket resolution per month with consistent SLA adherence, leveraging ServiceNow, Jira, and Salesforce for documentation and workflow management
• Designed and independently built a data transformation solution converting 10+ raw conversion files into a unified, validated Excel and Access database — eliminating redundant processes and reducing data errors across the team
• Act as a technical liaison between business units and IT, gathering and translating operational requirements into system solutions aligned with business workflows
• Leverage prior banking and lending domain expertise to accelerate root cause identification on issues impacting loan, deposit, and customer-facing systems

Branch Support Supervisor at Old National Bank (2020-09 – 2022-11)

• Led a multi-location support team managing deposit, loan, and digital banking inquiries, serving as the primary escalation point for complex technical and operational issues
• Developed team members' troubleshooting capabilities through coaching and structured escalation processes, improving first-contact resolution rates
• Coordinated with internal IT teams on digital banking maintenance, system updates, and issue resolution, bridging frontline operations with technical support
• Managed high-volume support workflows across multiple channels while sustaining service quality and compliance with operational standards

Relationship Banker at Old National Bank (2018-08 – 2020-09)

• Originated and serviced consumer and real estate loans, developing comprehensive knowledge of lending workflows, regulatory compliance, and system-dependent banking processes
• Built foundational expertise in enterprise banking operations that directly informs faster, more accurate application support across loan, deposit, and digital banking systems