Alejo Mercado

linkedin.com/in/alejomercado

Results-oriented professional with a versatile background in financial services operations and technical systems support. Leveraging a unique combination of banking compliance knowledge and technical expertise to bridge the gap between business requirements and IT solutions. Proven track record of ensuring data integrity, optimizing transaction workflows, and resolving complex technical issues in high-pressure environments.

Core Competencies & Technical Skills

  • Banking Systems: Expert user of TCU Core Financial Systems, Mobile Banking Platforms, and Transaction Processing interfaces.
  • Technical Support: Root Cause Analysis, Hardware/Software Troubleshooting (Windows/macOS/iOS), Ticket Management & Escalation.
  • Operational Analysis: Workflow Optimization, Federal Compliance (Reg CC, BSA, Reg D), Cash Balancing & Audit Readiness.
  • Software & Tools: Microsoft Office Suite (Excel, Word, PowerPoint), Inventory Management Systems, CRM tools.

Professional Experience

Financial Services Representative

Travis Credit Union November 2024 – Present
  • System Operations & Data Integrity: Act as a Subject Matter Expert (SME) on front-end core banking systems for complex account originations (Trust, Business, IRA), ensuring precise data entry and 100% compliance with internal policies.
  • Troubleshooting & Resolution: Serve as the primary point of contact for resolving system errors during member transactions, troubleshooting front-end software behaviors, and verifying data accuracy before escalating issues.
  • Regulatory Compliance: Maintain strict adherence to federal regulations (Reg CC, BSA) within transaction processing systems to mitigate risk and ensure audit readiness.
  • Process Improvement: Execute critical operational duties including vault balancing and branch opening/closing procedures, identifying opportunities to streamline daily workflows.
  • Requirements Analysis: Applied consultative techniques to assess member needs and recommend tailored financial solutions, demonstrating the ability to translate user requirements into actionable services.

Personal Banker

First Northern Bank May 2023 – October 2024
  • Transaction Analysis: Processed routine and complex account transactions with high precision, balancing the vault and managing cash shipments from the Federal Reserve.
  • Compliance Management: Ensured full compliance with the Bank Secrecy Act, Reg D, Reg CC, Reg E, and Reg DD, managing the associated documentation and forms within the banking platform.
  • Training & Support: Trained and supported peer bankers on transaction approvals and system processes, effectively serving as a Tier 1 support resource for the branch team.

Customer Service Representative

CVS Health June 2022 – March 2023
  • Benefit Analysis: Educated members on complex Aetna insurance plans and regulatory guidelines, requiring the ability to interpret and explain technical documentation to non-technical users.
  • Problem Solving: Resolved member issues by tracking benefit maximums and navigating internal health data systems.

Equipment Machine Operator

Costco E-Commerce Depot September 2017 – May 2022
  • Inventory Control: Managed inventory records using handheld scanners to ensure data accuracy and item availability, performing quality control checks on stock.
  • Operational Efficiency: Certified operator of heavy machinery (Hyster Electric Pallet Jack/Forklifts), maintaining efficient workflow and safety standards in a high-volume depot environment.

Consultation Agent

Geek Squad September 2016 – September 2017
  • Root Cause Analysis: Performed advanced diagnostics and troubleshooting on macOS, Windows, and iOS hardware/software, identifying root causes of system failures aligned with IT service management standards.
  • Technical Communication: Translated complex technical concepts into user-friendly training for clients, a skill directly applicable to creating internal documentation and FAQs for system users.
  • Administrative Management: Managed administrative workflows including shipping, scheduling, and product ordering, ensuring accurate record-keeping in the ticketing system.

Technical Specialist

Adelo LP November 2015 – September 2017
  • Database Support (SQL): Utilized SQL to query databases, diagnose errors, and resolve client issues related to transaction reporting and data integrity within Point of Sale (POS) systems.
  • System Troubleshooting: Provided technical support for restaurant transaction processing systems, troubleshooting database connectivity, data synchronization, and scripting errors.
  • Deployment & Configuration: Assisted in the configuration and troubleshooting of software parameters to meet specific client business requirements.

Experience prior to 2015 is available on my LinkedIn profile.

Education and Professional Development

Solano Community College

Fairfield, CA

Associate of Science, Business Administration — 2025 – 2027 (Expected Graduation)

California Certified Notary Public — Issued: March 2024 – Expires: March 2028