SUMMARY:

• Technical Systems Support Specialist with expertise in providing software, hardware, and technical support to users in various industries. Experience diagnosing, troubleshooting and resolving a range of issues across multiple locations.
• Ensure privacy and security of all users is protected and confidential in line with Federal regulations.
• Provided off site support for remote users and configured network access. Serve as a Subject Matter Expert for command general fun enterprise business system processes.
• Able to work under pressure in a fast paced environment while maintaining quality of results.
• Team player with excellent communication, documentation and interpersonal skills.

TECHNICAL SKILLS:

Microsoft Office (Word, Excel, PowerPoint, Access), ITSM, Active Directory

Software: MSP Fidelity, Lending Portal, Black Knight Financial Services, BITB, Pivot, Yardi Systems, ELI, Information Technology.

Experience with TCP/IP, LAN and WAN.

Knowledge of Active Directory groups, Oracle

Other: VMware Installations, client server 1 & 2, Visual basic programming, Visio Tool, Java, Networking, Linux, Unix servers

Installation of Service Packs on SQL servers and Hot Patches

PROFESSIONAL EXPERIENCE:

Confidential, Richmond, VA

Transformation Strategy - Business Analyst

Responsibilities:

• Responsibilities included migrate of all documents in the Confidential servicing letters portfolio over to HP Exstream platform by Q2 2017.
• Work in a client-serving role, gathering business requirements, serving as the liaison between the line of business and out HP Exstream technical leads.
• Able to navigate through the upstream and downstream actions of their proposals.
• Gathering business requirements on a tight, monthly release cycle timeframe.
• Locking down scope 60 days prior to any anticipated release and utilizing the Document Layout Request (DLR) process to manage the design of document development
• User testing prior to release
• Training and supporting business users in their day to day SharePoint needs.
• Managing SharePoint system and permissions, managing system changes, and policies to meet the business needs

Confidential, Glen Allen, VA

IT Helpdesk Business Systems Analyst

Responsibilities:

• Backup of files from the Confidential workstation to supports the business lines.
• AD groups creation and deletes.
• File share creation and deletes.
• Knowledge of AWS in Identity access management (IAM).
• Used Visio for workflow diagrams
• Provide first level contact and convey resolutions to customer issues. Properly escalate unresolved queries to the next level of support via ITSM ticketing system.
• Track, route and redirect problems to correct resources. Monitor and respond quickly and effectively to requests received through IT helpdesk.
• Monitor service desk for tickets assigned to the queue and process first in first out based on priority.
• Modify configurations, utilities, and software default settings for the local workstation.
• Utilize and maintain the helpdesk tracking software, ITSM. Document internal procedures and assist with on boarding of new users.
• Experience with Oracle, using simple SQL queries
• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive and any additional specialized equipment. Install, test and configure new workstations, peripheral equipment and software.
• Assign users and computers to proper groups in Active Directory. Perform timely workstation hardware and software upgrades as required. Follow up with customers, provide feedback and see problems through to resolution.
• Maintain and support all installed application software products. Remotely access end users computers and resolve network issues.
• Demonstrate the ability to conduct cost vs. benefit analysis, to present these to stakeholders, and to gain consensus on strategic direction.
• Run daily queries of files, update and deactivate users’ who no longer have privileges as employees by the company. Set up new user access for all new hires employed by the company and also vendors used by the company. Train users on specific applications.
• Maintain, troubleshoot, and repair computer systems, including remote installations.
• Provide expertise and technology knowledge about an application or suite of applications. Answer queries and resolve issues with software applications and escalate or close tickets as necessary.
• Create access of various applications such as Confidential web sites, Confidential, MSP, Lending Portal and Black Knight services software and also reactivate user access, perform password resets and Citrix SDU3 tickets.
• Work several projects with the various business lines supporting production and ensure every software application is working properly. Maintain and troubleshoot servers within company.
• SQL skills
• Provide input for the development and delivery of training associated with the identified user roles.
• Run HR scrub daily and monthly to delete users who are terminated or on leave of absence.
• Complete ISAPS requests grating software application for new users. Perform FICO scoring analysis.
• Resolve and close out Help Desk ITSM tickets. Serve as a Subject Matter Expert for command general fun enterprise business system processes.
• Knowledge of Confidential ids and system access to several application for the business lines

Confidential, Glen Allen, VA

Decisioner / Processor

Responsibilities:

• Reviewed Confidential loans. Worked with government loan such as Confidential, VA loans, and liquidations.
• Made sure loan was in compliance with state laws. Reviewed hardship letter and made sure the loans weren’t in default.
• Worked and reviewed interest rates and escrow payment to see why delinquent. Reviewed the final loan documents with a loan officer to ensure the interest rate and loan terms were what were promised to the client.
• Verified the name and address on the loan document were accurate and all paper work was in compliance with state laws. Bankruptcy and Loss Mitigation Liaison for the company, working with Attorney on bankruptcy loss mitigation files.

Confidential, Richmond, VA

Negotiator / Loan Decisional

Responsibilities:

• Assisted customers whose homes were in foreclosure.
• Confidential processor, reviewed Confidential, Confidential, and VA loans.
• Reviewed interest rates, escrow payment to determine the reason for delinquency.
• Verified the information on the loan document were accurate and meets the state law guidelines.

Confidential, Richmond, VA

Reviewer/Negotiator

Responsibilities:

• Analyzed and reviewed documents to satisfy rules set by Federal and Confidential loan guidelines in issuing final approval. Coordination of closing with clients, attorneys and real estate agents.
• Processed and reviewed legal documents including title work, insurance and identity verification.
• Prepared and processed necessary loan documents including proof of income, assets, appraisals and sales contracts.

Confidential, Richmond, VA

Customer Service Support/Sales

Responsibilities:

• Liaison for commercial contractors, ordering and billing.
• Supervised inventory levels, ordering and loss prevention issues.
• Daily and monthly inventory report.