PROFILE

Motivated professional with solid project management, imaging, implementation, application support, developer, also accomplished in team building and investigative problem solving skills.

SPECIALTY AREAS

Customer Service, Application Support, Large ERP Implementations, Payroll, Human Resources, Help Desk/Support, Investigations/fact finding, Business Analyst and Mortgage Processing.

SKILLS SUMMARY

• Extensive experience in customer service, application support, investigations, dispute resolution, exceptional interpersonal skills, active listening and soft skills.
• Excellent organization for investigations/fact finding, multi-tasking skills, confidentiality of sensitive information, detail orientated with developed research and analytical skills.
• Coaching and developing, with excellent written and oral communication skills, able to cope with heavy workloads and meet strict deadlines in dynamic environments.
• Human Resource expertise includes new hire orientation, benefits/policy administration, advanced recruitment skills in sourcing, background screening, interviewing, composing offer letter, on-boarding and extensive payroll processing.
• Optimal documentation skills recording business requirements, user information and process improvement recommendations.
• Working with project teams leads developing and deploying new software applications.
• Experienced in quality assurance and user acceptance testing. Manual testing includes development of test plans, test cases, and test conditions, requiring traceability matrix and peer reviews. Web-based testing includes use cases, script writing and validation 13 years experience with System Development Life Cycle SDLC .
• Developed and participated in the review of business/functional requirements and documented projects scope, issues, risks, assumptions and requirements.
• Documenting, troubleshooting and resolving system issues reported by end-users.
• Implemented new systems, software applications and system conversions using JAD and escalating issues, where appropriate to tier level needed for application support.
• Provisioning/synchronizing user and role profiles, granted Active Directory AD user authentications and administered end-user system training and support.
• Identifying patterns of issues, then working with appropriate departmental liaisons and
• IT teams to implement best practices via ITIL processes and change control procedures.

Business Experience

Confidential

Loan Processor Subordination Analyst

Performs processing of mortgage loan files using TMO 400 Mainframe for storage and entry of information from DU/LP findings, loan documents including income, credit appraisal and title insurance-while maintaining strict federal and state regulation in compliance with RESPA, Section 32, HMDA and the turndown of mortgage loan files. Also includes any administrative duties to complete these tasks i.e. faxing, copying, filing and phone support .

Provides strong EDM and application support to underwriting, mortgage professionals and customers to clear loans stipulations/conditions using various software applications such as Blitzdocs, RealEC, Excel, SharePoint, LSAM's Mainframe and Quantum eSolutions to track, log errors and submit loan files to necessary business units to complete the next steps in the workflow process and or to resolve issues.

• Investigate and solve routine loan application/title issues including but not limited to: vesting issues, child support liens, judgment liens, mechanic liens and undisclosed lien re-conveyances.
• Informs the Processing Manager of discrepancies in the file and obtains direction on how to proceed, as applicable.
• Scheduling closing tasks, coordinating documents and arranging closings with loan officer, notary and closing department to prevent errors and number of closing fails.
• Submits all necessary documents to obtain subordination agreement from second mortgage lender when needed.

Confidential

Home Services Specialist II

• Responsible for processing/set-up of loans approved by an Underwriter or an automated decisioning system within designated signing authority limits.
• Clearing loan conditions and issuing changes to the terms on previously approved loans.
• Verifying conditions of approval using investigative tools to prove customer's income/asset documentation i.e. tax returns, salary and passive income statements.
• Investigates routine title issues including but not limited to: vesting issues, child support liens, judgment liens, mechanic liens and undisclosed liens re-conveyances.
• Process subordinations order and resolve appraisal disputes and coordinates closing activities.
• Required to maintain a high level of customer service by being proactively in communication with customers and vendors to advise of current loan status, including banking center associates, realtors and title companies.
• Order documents for closing and schedule customer appointments to sign documents to close their loans.
• Act as the liaison and focal point of communication between customers and sales force throughout the setup, final credit approval and into the closing process of the loan.

Confidential

Business Analyst

• Developed application requirements based on input gathered from a variety of sources including analysis results and feedback from the various business units and community.
• Tested conditions and expected results based on the application requirements and updated documented error logs.
• Reviewed project deliverables for completeness, quality and compliance with project standards.
• Produced functional specification, developed use cases, documented issues and risks, developed test conditions, provided status updates to management, assisted in requirements management listing deliverables or activities the resource would be responsible for producing or executing.
• Identified and resolved issues and risks escalating them as needed, abreast of project management methodologies/terminology.
• Coordinated and participated in review, revisions, changes, enhancements, testing, documentation, and member notification of product enhancements and/or business opportunities.
• Updated active directory for all contingent workforce on staff.
• Working knowledge and experience in a financial institution/brokerage environment with an understanding of multi-tier environments.
• Frequently collaborate with Human Resource, Finance and Legal Department regarding SOX compliance procedures.
• Managed projects to ensure data integrity, validation, and adherence to contractual obligations.
• SharePoint liaison guiding business leaders to expand the use of SharePoint during the migration.
• Acts as a liaison between IT staff and end users in defining user requirements and technical specifications in the processes of enhancements and introduction of new SharePoint functionality.

Confidential

Human Resource Coordinator

• Input new data into HRIS PeopleSoft database and maintained current records.
• Updated control tables in PeopleSoft created queries and requests for reports based on specifications, report parameters and formats needed. Ran reports in Bene-Soft regarding employee information, benefits, termination and new hire information on a monthly and quarterly basis generated Payroll.
• Managed the new hire process letters and benefit packets followed up with new employees to ensure receipt of paperwork by deadline prepared and distributed benefit letters to new hires. Handled new hire verification process which included background checks, created, scanned and maintained personnel records and payroll files.
• Responded to unemployment requests, subpoenas and met required deadlines, answered questions regarding general HR information and benefits, maintained updated HR postings at all locations, assisted Generalist with EEO-1 reporting, coordinated exit interviews, tracked reports and handled employment verification requests.
• Assisted with recruiting efforts handling sourcing, initial screening through telephone interviews for open positions.
• Served as resource and team member of the Human Resources Department for projects and other duties, as assigned.

Confidential

Customer Satisfaction Representative

• Responded to inquiries from customers and field sales personnel regarding orders.
• Entered emergency, regular and sample orders sent via phone, fax, and e-mail into SAP order processing system. Initiated action regarding sales force requests and returns.
• Requested order expedites, tracked shipping, provided pricing, replacement orders, freight shipment terms, product availability and issued credits. Reconciled order service issues and payment discrepancies.
• Resolved all technical inquires including product specifications, Material Safety Data Sheets, Tech Sheets and Certificates of analysis. Gathered and analyzed facts and data to identify immediate solutions or escalation.
• Coordinated customer accounts with application engineering, inside sales and field sales groups, along with other administrative duties as needed, filing, sorting orders etc.
• Communicated with demand control on availability issues, reducing bad debts, daily outstanding sales, identifying, flagging and collecting on overdue accounts.
• Maintained HR master data to enter update and analyze client's data.

Confidential

Client Service Analyst Account Manager

• Provided quality account and technical end-user support to customers utilizing Ceridian products, ensuring satisfaction, retention, and growth of assigned customer base. Accomplished by providing high quality day-to-day account management and issue resolution to customers using Ceridian's resources and tools.
• Supported Kronos Workforce Central in regards to changing and resetting passwords, changing, updating and fixing work schedules.
• Assisted managers and payroll staff with correcting employee's timesheets, attendance hours and ran SQL scripts to clear errors for end users to complete payroll process.
• Troubleshot issues with time clock server, corrected accrual errors and configuration for attendance using Citrix, created Crystal Reports and customized reports.
• Managed payroll clients providing primary support i.e. phone, email, fax and voice mail for Ulti-Pro formerly Ceridian's SourceWeb HR and Payroll Self Service software with integrated benefits administration and data management system.
• Provided provisional audits and vendor testing for various Vendor Management Systems. Creating and deleting profiles, resetting passwords, validating system access to system users .
• Assisted clients in managing/administering benefits, processing payroll for their employees, inputting data for new hires and terminations, maintaining employee data integrity, updating federal, state and local taxes, including tax rates, supplied detailed year to date payroll summaries, year-end wage and tax summaries, and administering tax reconciliations.
• Identified root cause to engage resources to isolate customer problem to resolve issues that occurred in a constantly changing technical environment by trouble shooting, probing and educating customers on available products and services.
• Provided end-user support via group sessions, WebEx, and/or audio teleconferencing due to various departmental systems upgrades/implementations, policy, procedural changes, desktop assistance and training.
• Experience writing/running test scripts and documenting tested results.
• Developed custom data reports, queries and ad hoc HR analysis.
• Provided custom reporting for internal and external clients for bill and pay rate changes.
• Used Visio to create workforce diagrams for human resource managers.
• Provided trouble-shooting for desktop hardware, security administration for software, logs, set up employee profiles and end users security levels for systems and database access.
• Acted as a tier two technician for customers with special needs by resolving escalations from tier one support agents.
• Facilitated training to ensure compliance of policies and procedures.
• Extensive project management, systems analysis and programming conversions of SQL scripts.

Confidential

Center for Employee Services Representative Colleague Support Representative

• Entered HR peers such as generalist/manager initiated transactions related to position management or the administration of the workforce into PeopleSoft HRMS e.g., transfers, promotions, pay changes, ad-hocs, status changes, terminations, reorganizations and changes in reporting relationships .
• Created, maintained and implemented the HRIS position management process coordinated flow to facilitate the creation and deletion of positions and job codes ensured data integrity by maintaining the appropriate data tables and coding structures analyzed, designed, generated and distributed system reports.
• Acted as HRIS liaison to field, finance, management and sales for HR systems projects.
• Answered inquiries from colleagues and division personnel regarding HR policies, payroll, programs and procedures using knowledge management tools such as Authoria and Documentum.
• Evaluated business processes and application interactions to identify and document areas for improvement and increased efficiency for process management and/or change management operations.
• Logged and tracked transactions/resolutions via PeopleSoft CRM application.
• Handled incoming traffic from all channels i.e., calls, web-charts, emails, etc. .
• Escalated and/or routed transactions as appropriate to team leaders and other subject matter experts or external vendors for resolution.
• Implemented numerous business optimization projects and reporting tools that improved efficiency, reduced expenses and maximized proficiency by automating outdated manual processes for database administration for the productivity of applications.
• Developed procedures, tested processes for Employee Self Service deployment.
• Provided desk side training to new representatives and participated in special projects.
• Distributed a variety of ad-hoc and standard reports providing statistical summaries and analysis involving staffing, position management, classification and other HRIS areas.
• Assisted in the review, testing and implementation of HRIS system upgrades and new applications in PeopleSoft identifying data issues needed to modify and improve the efficiency of system operations, processes and if further user training was needed.
• Coordinated with software engineers to define alternatives, optimal resolution the implementation of new or revised rules and policies.
• Technical profile

Programing / Database / other skills:

• PeopleSoft HRMS
• SAP
• ADP Methodology
• SQL Server 2000
• Microsoft Business Solutions
• AS400 Mainframe
• Citrix Systems
• Crystal Reports
• Cognos
• Ceridian's SourceWeb
• KRONOS
• CISCO
• GROOVE
• Microsoft Outlook
• IBM Lotus Notes
• IBM SameTime
• Microsoft Office Suite
• Microsoft Windows
• Avaya Phone System
• Authoria
• Adobe PageMaker
• Blue Pumpkin
• Ultipro Software
• Adobe Acrobat
• Visio
• NICE
• HTML
• WebEx
• Go to Assist
• Documentum
• DocuShare
• Internet Explorer 8.0
• VPN/Secure ID
• Diversity Training
• Financial Planning
• Data Services
• IQ Navigator
• SharePoint
• SOX/internal controls
• Security Audits
• Active Directory
• Web Recruiter
• Access
• Taleo
• Business Objects
• Visual Basics
• Oracle
• Brio
• CRM
• TMO/400 Main Frame
• LSAMS Main Frame
• Quantum eSolutions
• Blitzdocs
• Business Objects
• EDM
• ExpressView