SUMMARY:

I am a quality driven individual with extensive experience in System Design, Improvement and Implementation. I am seeking a challenging position to effectively use my analytical and planning skills.

TECHNICAL SKILLS:

• Microsoft Dynamics CRM - Customer Management System 2013, 2016
• Microsoft Office products including PowerPoint, Excel & Word
• Pega
• IBM Cognos
• Oracle database
• SharePoint
• SME to many applications

EXPERIENCE:

Confidential

Sr. Business Analyst

Responsibilities:

• Primary point of contact for managing system resolution process including: triage system issues reported by assigned client(s) to fully understand the issue and the business impact; partner with Account Management to determine appropriate priority; partner with specific IT areas to provide direction and/or oversee corrective action.
• Microsoft Dynamics CRM - Customer Management System 2013, 2016
• Provide periodic status reporting along with root cause and impact assessments as required.
• Develop and utilize technical skills to create files/reports and perform data analysis required to solve data issues.
• Facilitate delivery of small IT projects on behalf of assigned client(s) and assist others in gathering and documenting requirements for large/complex IT projects.
• Participate on global ESI IT related projects and process improvement activities as needed.
• Create operations workflows for system changes.
• Coordination and planning of all testing.
• Development of all test cases in accordance to Functional Design Documents, System Requirements, and Business Requirements.
• Work with key business partners to develop business and system requirements.
• Participate and work with training author and facilitators to communicate all system changes for updates to procedures.
• Review all procedures and job aides to verify they are accurate and clearly define the system and business processes.
• Agile Methodology.
• Software Development Lifecycle.
• Attend and provide key project updates to all stakeholders.
• Wrote Microsoft Dynamics CRM Plug-ins as well as work on CRM instance administration.
• Supported the deployment of CRM/Integration customizations by creating installation procedures and documentation.
• Development of MS Word documents for CRM Summary reports.
• Mapping & query creation for MS Dynamics CRM Summary reporting.
• Data mapping from CRM to data warehouse for custom business reporting using SQL Reporting Services.
• Query creation and customization of Dashboards within MS Dynamics CRM for specific users role needs.
• CRM Test case writing for QA and UAT environment for all testing phases.
• Management of CRM Test case execution
• Configurations of CRM including, forms, workflows, business rules, record security, business process flows.
• Development of new CRM business needs for specific products and customer needs.
• Configuration of 2013 to 2016 version Microsoft Dynamics CRM across the entire platform.
• Testing of 2013 to 2016 version Microsoft Dynamics CRM across the entire platform.
• Defect solutioning of 2013 to 2016 version Microsoft Dynamics CRM across the entire platform.
• Implemented 2013 to 2016 version Microsoft Dynamics CRM across the entire platform.
• Team collaboration with developers, architects, Sr Project management and key SME business partners.
• Presentation of new features in CRM and support to training facilitators.
• Long-range vision for future enhancements and ability to manage a sub-work stream within a project start to finish.
• Attention to detail, strong configuration/customization and design skills. Ability to envision & solution business needs when the business is unsure of the solution.
• Lead & documented Business Requirements sessions with key business stakeholders and architects.
• Deployment of CRM installation using waterfall and agile methods.

Confidential

Assistant Vice President / BIO Business Analyst

Responsibilities:

• Worked directly with EIS (Enterprise Information Services) and other business line partners as a SME (subject matter expert) for Consumer Lending.
• Lead discussions with key business stakeholders and developed business requirements.
• Development of operational system design for Imaging and Workflow.
• Developed training presentations for managers and end users for Consumer Lending Systems.
• Conducted training to end users.
• Provided deployment support to business managers.
• Supported help email box as SME for Consumer Lending for any issues the business encountered for the processing of Consumer Lending Accounts.
• Acted as liaison between business and technical partners to ensure business requirements were properly addressed in system requirements.
• Developed independent workflows for multiple lines of business, incorporating new technology, streamlining processes which provide opportunity for process improvement.
• Created and authored testing scripts in ALM, coordinated testing and validation of technology enhancements through implementation.
• Monitored failures for resolution and worked with developers for fixes and work around until permanent fix is implemented.
• Creation of Change Controls for business needs and request.
• Mainframe Experience, development of several applications that work directly with the Mainframe.
• Implementation of business process management with Pega for the entire Consumer Lending department.
• Mainframe analysis through reporting to determine load and volume reduction.
• Vendor management.
• Data warehouse report building through Oracle database extractions into Excel Format.
• Analysis of reporting.
• SharePoint experience, building SharePoint sites, exporting data, updating data, administration to SharePoint sites.
• Agile Methodology.
• Software Development Lifecycle.

Confidential

Assistant Vice President / Business Project Manager

Responsibilities:

• Lead discussions with key business stakeholders and developed business requirements.
• Acted as liaison between business and technical partners to ensure business requirements were properly addressed in system requirements.
• Developed independent workflows for multiple lines of business, incorporating new technology, streamlining processes which provide opportunity for process improvement.
• Created and authored testing scripts in Quality Center, coordinated testing and validation of technology enhancements through implementation.
• Monitored failures for resolution and worked with developers for fixes and work arounds.
• Implementation of business process management with Pega for the entire Mortgage department.
• Creation of Change Controls for business needs and request.
• Lead numerous demonstrations for management as well as training sessions for business subject matter experts, over multiple lines of business.
• Traveled to production sites to provide on-site support for end users during deployment.
• Administered data tables and workflow configuration for multiple lines of business.
• Promotion to Assistant Vice President.
• Vendor Management.
• Software Development Lifecycle.
• Excel data extractions and manipulation for large data transfers and uploads

Business Analyst

Confidential

Responsibilities:

• Distributes Daily Reports for Disclosure/Re-disclosure error notifications, Access reports, and Daily missing mail (red alert) reports.
• Researches errors and identifies root cause, and corrective action. Identifies the root cause for failed disclosures.
• Supports Compliance Audits Research/Recover disclosures which are not imaged.
• Performs Loan Safe reviews for processing and underwriting.
• Performs Appraisal and Repurchase Risk reviews.
• Monitors Fraud prevention - all the varieties of mortgage fraud currently roiling the industry—examining additional information resources, like property valuation history and borrower demographics, to spot:
• Performs Income Validation
• Validated Confidential Audit Services (SAS) Federal and Denied/Withdrawn defect report.
• Compiled SAS responses and facilitate the arrangement for and discussion of the findings with the Compliance Officer and LOB Manager.
• Completed Compliance Audits for Federal Regulations and Adhoc LOB procedural requests.
• Documented Monthly findings for LOB management through a Declaration presentation.
• Compiled defect ratios for each LOB by Regulation and tier rankings utilizing published ranking criteria for defects.

Confidential

Mortgage Processor Home Services Specialist / Report Analyst

Responsibilities:

• Cleared Fraud Alerts and performed Fraud Research as needed.
• Performed quality audits for federal and state compliance.
• Obtained excellent quality status for loans sent to closing.
• Obtained several letters of excellence from customers and associates.
• Credit Signing Authority to approve conforming, non-conforming, MHA, DU, & Texas Equity First Mortgage loans and send to closing.
• Specialized in all aspects of the government MHA program, processing, verifying if borrower qualifies for program under Fannie Mae and Freddie Mac guidelines.
• Specialized in all aspects of processing Texas Equity Mortgage loans.
• Cleared conditions and issued changes to the terms on previously approved loans.
• Verified conditions of approval which include customer income/assets documentation.
• Resolved routine title issues including, but not limited to the following: vesting issues, child support liens, judgment liens, mechanic liens and undisclosed liens re-conveyances.
• Processed subordinations.
• Resolved appraisal disputes.
• Maintained a high level of customer service by being proactive in communication with customers, including banking center associates, realtors, etc.

Confidential

Assistant to Certified Residential Appraiser

Responsibilities:

• Appraisal review to ensure compliance with investor guidelines.
• Performed quality audits for federal and state compliance.
• Reviewed construction plans and specifications to include data in appraisal reports.
• Performed sketches on Apex of existing homes from measurements and sketches of new construction homes from plans.
• Researched public record information for subject properties and sales comparability.
• Vendor management.

Confidential

Document Control Coordinator / Business System Analyst

Responsibilities:

• Facilitation of meetings to maintain and focus on the objectives at hand.
• Supervision of employees, which handle the creation of the packaging instructions.
• Development of MS Access databases within QA, and in implementing company’s Part 11 compliance initiative.
• Developed and maintain a document control system, to electronically file access, maintain, and track changes made to the 350 documents created.
• Evaluated and created complex packaging documents in Microsoft Word.
• Tracking of all technical information associated with packaging for all products in our Richmond facilities.
• Development of all new products working closely with the Product Research Department to in corporate new procedures used during packaging.
• Developed Standard Operating Procedures for all systems created while working closely with the Strategic Compliance Initiative group, to meet all of the FDA requirements in my department.