CAREER SUMMARY:

• Six (6) years of Business Analyst background including six (6) years experience in the mortgage and finance industry with an extensive knowledge of the mortgage industry and standards.
• Strong technical skills with SQL Server 2000, 2005 and 2008.
• Extensively worked in process improvement, creating user stories and managing project based of the SLDC, Waterfall and Agile methodologies
• Extensively worked on Ticket handling in TFS, JIRA, Remedy, Service - Now and solving the errors
• Extensively worked on gathering requirements and writing user stories and researching data sources.
• Involved in solving performance-related issues for query performance and data loading performance by using indexes, compression, aggregates, partitioning the queries in SQL Server.
• Excellent analytical/problem solving skills and communication skills; able to work with cross functional teams
• Ability to translate technical terms into non-technical language.

PROFESSIONAL EXPERIENCE:

Confidential, Addison, TX

Business Analyst / Change Management

Responsibilities:

• Conducted weekly meetings with upper management to discuss software issues, updates and upgrades.
• Wrote User stories for project to implement software update, break fixes and new implementations.
• System Administrator for XDOC, a document achieving system used to store and manages all mortgage loans document.
• XDOC is an electronic management system that is used to achieve and manage loan documents to be packaged and sold in bulk to mortgage investors.
• Updated and maintain HTML, XML/Mismo (2.7 and 3.0) files from Encompass (Mortgage Origination System)
• Created BRDs for the business for break fix issues and updates to several systems.
• Managed and created Project tasks using TFS and JIRA and Service Now.
• Experienced in SDLC, Waterfall and using to implement updating and new software.
• Managed projects to ready/migrate systems with different vendors during TRID (TILA-RESPA Integrated Disclosure)
• Created BRD documents to update XML files sent to DU (Desktop Underwriter) and LP (Loan Prospector) based on business requirements.
• Created BRDs for system redesign and wrote out technical specifications of software update, break fixes and new implementations.
• Performed Incident management duties by addressing any system issues in several mortgage systems.

Confidential, Dallas, TX

Business Analyst

Responsibilities:

• Gathered requirements, planned and documented implementation of new software and deployment plans for new software.
• Provided technical expertise and recommendations in assessing prospective technology solutions.
• Worked closely with upper management and various Operations team members to recognize areas needing process improvement and provided workable solution to reduce FTE costs and improve business processes.
• Met with Users to gather business requirement specific to support complex technology initiatives.
• Created BRDs for system redesign and wrote out technical specifications of software update, break fixes and new implementations.
• Managed project tasked using JIRA and TFS.
• Applied the Agile, Waterfall and SDLC model to develop to push reports and reporting systems as requested by the business.
• Documented system and data flow diagrams to support the design of software
• Created User Stories and confirmed with the submitting Users prior to submitting requirements to the respective teams on a project based on business need.
• Created reports and pulled data from SQL Server database as per requirements from management.
• Used Microsoft SQL Server 2012, HTML, XML, MS Excel (Pivot Tables) and Access as tools to create reports.
• Worked with the Loan Origination teams to perform process improvement and bug fix tasks for all system issues including the LOS.
• Updated queries/reports and also created ad hoc queries/reports using various report writing tools.
• Identified data capture points within the mortgage LOS Systems including the proprietary system PrimePath and related Database Tables for those data point within SQL.

Confidential, Addison, TX

Business Analyst / System Analyst

Responsibilities:

• New implementation requirement analysis & development of computer systems and designed and testing standards and solutions.
• User SLDC, Waterfall and Agile Methodology while working on projects depended on the project length and business requirement
• Interacted with management and end-users about application problems and evaluated procedures and processes to resolve system issues.
• Wrote user stories and verified with the user before submitting for the design, development, testing and implementation of current systems, new proprietary systems and web applications.
• Provided references by writing documents and creating BRDs
• Ensured operation by training end-users and providing support.
• Performed detailed analysis to improve the performance of mortgage loan origination systems.
• Used extensive domain knowledge of Mortgage underwriting rules.
• Used company guidelines to also insure application compliance with Government Rules for mortgage loans.
• Trained managers and end-users on the use and compliant of the software
• Trained end-users in using SQL Reports.
• Provided access and training to reports pulling from the Mortgage Loan Data bases.
• Created service outage tickets and problem tickets via JIRA, Remedy, Maximo and ServiceNow ticketing systems.
• Created reports and pulled data from SQL Server database as per requirements from management.
• Collaborated with different teams on conference calls and meeting in order to resolve bugs, system updates ticket & service outage tickets as per management needs
• Created service outage reports and maintained database help resolve future issue and unresolved issues in different system used within the company
• Knowledgeable in various mortgage loan products such as Adjustable Rate Mortgage (ARM), HELOCs/fixed second, interest only, FHA and VA loan products.

Confidential, Irving, TX

Operations Support Engineer

Responsibilities:

• Tested, maintained & monitored computer programs and systems, including coordinating the installation of computer programs and systems
• Assisted with daily administration of Windows Server
• Provided technical support for end users on platforms including Win7 and XP
• Installed configured and administered Windows 2000/2003 Servers, Windows7 and XP
• Provided on-site support, online chat support and phone support and on-call support
• Performed maintenance and changes in firewalls as required
• Assist in troubleshooting network connectivity as it relates to firewalls
• Logged incidents into the ticketing system, Remedy (previously used Maximo), for tracking and reporting purposes
• Installed and configured VMware ESX 4.x
• Monitored and managed performance of ESX servers and Virtual Machines.
• Completed network changes requests.
• Managed Active Directory/ DNS/DHCP and WINS

Confidential, Addison, TX

Incident Management - System Support Analyst

Responsibilities:

• Assisted with user training for all software systems as well as new analyst training for the IT department
• Assisted in the building, managing and updating of end-user profiles in active directory and maintained user authentication data via Simplified Sign On
• Acted as the liaison between the user and 2nd level IT support
• Point of contact for variety of issues such as maintaining passwords, data integrity, file system security, printing, compliance related errors, and general/training questions
• Analyzed, researched, and troubleshoot system errors, network connection issues, printing disconnects and manually map drives and error messages received by the application when network connectivity has been lost
• Assisted all users remotely using tools such as PCAnywhere, NetMeeting, LogMeIn and Remote Desktop Connection
• Escalated issues to appropriate support groups
• Logged incidents into the ticketing system, Remedy (previously used Maximo), for tracking and reporting purposes
• Installed, configure, and maintain back-end and front-end systems, as well as LAN and WAN connection at remote site.