SUMMARY

• Business Analyst with over 12 years of operations experience in mortgage and consumer lending.
• Deep understanding of LOS management.
• Extensive knowledge of business intelligence reporting and vendor management process.
• Strong project management and prioritization skills.
• Motivated self - starter with initiative who can effectively work with minimal supervision.
• Dependable and dedicated team player who thrives in fast-paced environments requiring quick learning and the execution skills needed to simultaneously and successfully complete multiple projects.
• Innovative problem-solver with ability to convey and support information verbally and in writing.
• Analytical thinker with demonstrated talent for identifying, improving and streamlining complex processes.
• Adaptable and resourceful, focused on organization and committed to professionalism.
• Proven relationship builder through rapport, energetic performance, passion for work and an upbeat and positive attitude.

TECHNICAL SKILLS

Operating Systems: Windows, Linux, Mac OSX

Loan Origination System Administration: Encompass360 (Ellie Mae Certified Administrator ), Mortgage Cadence, BytePro, ReverseVision Exchange, D+H MortgageBot, FICS, Universal Agent Desktop, Akcelerant, Symitar

Business Intelligence and Reporting Tools: Tableau, Motivity, Domo, Crystal Reports, SQL Server Management

CRM Administration: SureFire Top of Mind, SalesForce, Velocify

Content Management: SharePoint, WordPress, IBM Web Content Manager, Intranet Dashboard, Jira, Interact Intranet

Project Management Tools: GCS Premier, Microsoft Project, Basecamp, Workfront

Windows Desktop and Support Tools: Active Directory, Microsoft Remote Assistance, RightNow Messaging, Citrix GoToAssist, LANDesk Management Suite, Service Desk Plus, ZenDesk, ConnectWise, ScreenConnect, LabTech

Visual Communication Software: Camtasia Studio, Autonomy Forms Designer, DocuSign, Adobe EchoSign

Windows Desktop Applications: Adobe Photoshop, Microsoft Office; Access, Word, Excel, Outlook, PowerPoint, Project, Visio, Visual Studio

Languages: C#, HTML, Java, SQL, VB.

PROFESSIONAL EXPERIENCE

Business Systems Analyst

Confidential

Responsibilities:

• Assumed role as liaison between Executive Team and staff
• Worked closely with staff to identify areas of need to report back to Executive Team.
• Developed and implemented process efficiency improvements through end user training and support
• Responsible for researching and vetting potential technology solutions.
• Vetted potential vendor partners, negotiated pricing with vendors and reviewed contracts prior to submitting to Executive Team for sign-off
• Created reporting dashboards with visualizers for quickly digestible data querying
• Created division, branch and employee scorecards to measure productivity and profitability
• Worked directly with Compliance Manager to ensure company policies and procedures are up to date, including licensing, documentation and company training requirements
• Company point of contact all third party and integrated services
• Worked directly with web development vendor to build and customize company website. Continue to manage and support website
• Point of contact for escalated issues regarding Encompass360 and ReverseVision Exchange lending origination software

Mortgage Software Support/Help Desk Specialist

Confidential

Responsibilities:

• Responsible for setup and maintenance of users, personas, roles, permissions, groups, hierarchy, Services Password Management, Additional Services, including Encompass Desktop Client maintenance
• Provided daily system support and troubleshooting to over 250 users. Worked directly with Ellie Mae technical support and development teams for escalated issues
• Kept licensing up to date for company, branches and users through Nationwide Multistate Licensing System and Registry
• Wrote Business Rules for loan folders, milestone completions, field triggers, role access to documents and input form lists
• Designed and implemented Custom Print Forms, tasks, alerts, print form groups and custom fields as business needs required
• Setup eFolder documents, document groups and stacking orders
• Administration of reporting database contents and reports
• Supported and trained end users on new and existing customizations and best practices through classroom environments and written communiqués
• Programmed and managed Loan Templates and Closing Cost templates, settlement service provider lists
• Maintained WebCenter through webmaster rights, reset/unlocked logins, managed online application text and type: short and full

Consumer Lending Origination System Administrator

Confidential

Responsibilities:

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• Managed Lending Origination System configuration, implementation, daily maintenance, updates, support and training.
• Provided daily system support and troubleshooting to over 200 users. Communicated problem resolution directly to LOS users.
• Communicated escalated challenges directly to vendor for development support if/when necessary.
• Created and managed users, groups, permissions, passwords and resets to LOS and third-party vendor applications.
• Designed, tested and implemented strategies that improved efficiency of business rules, workflow models, decision models, event processing, validations, system screens, vendors and connectors.
• Created and disbursed documentation, process mapping, training material, reports and staff communication regarding LOS.
• Identified system defects, coordinated hotfix deployments with vendor and negotiated Statements of Work.
• Completed all consumer lending loan documents mapping.
• Teamed with vendors to configure, test and deploy LOS Connectors for both the Direct Lending and Indirect Lending channels.
• Worked with internal Business Analysis Systems Engineering group to design, test and launch current online loan application (Web API).
• Coordinated with Information Technology to create custom stored procedures for exporting member communication.