SUMMARY:

• PM Methodologies includes SDLC; Agile, Master Scrum, and Hybrid Waterfall Management. Lead project teams of up to 50 resources, Application Development, Enhancement, and Maintenance. SDLC experience includes supporting application development, planning, analysis & design, build, testing, post - go-live, and deployment. Agile experience includes managing healthcare application development, EDI application interface, and portal enhancement. MS Quality Management includes Scheduling, Client Management, and /Development. Change Management experience includes, Scheduling, Communications, and Release Management.
• Project Life Cycle to Implementation, JAD, Application and Product Development, Analysis and Gather Requirements, Analyze, Validate, Diagram, Flowcharting, QA Functional Testing, Build Test Case, Use Case Studies, End User & Acceptance (UAT). SharePoint management includes managing permissions, planning, and archive documentation. Customer Interface, Single Point of Contact (SPOC), Provisioning, Vendor Management, resource on-boarding, and Contract Relations. Manage Resources, Resource Evaluation, Delegation, and Staff Empowerment. Manage Customer Conflict, Resolution, and Document Customer Interactions. IVR Planning and Implementation, Call Center Management, and operations. Manage Customer Conflict, Resolution, and Document Customer Interactions.

TECHNICAL SKILLS:

Applications: MS Project, SharePoint 2007 & 2010, Visio, PeopleSoft, Primavera-EPPM, RUP, ClearQuest, PCS, Citrix, Docushare, (Mercury) Test Director, On-Time Audit Review, Enterprise Customer Verification System (ECVS), PCI, Netmeeting, PC Anywhere, Live Status, File RetrieveETracker, Geektools, Lotus Notes, MS Office Suite, Excel, Word, Access, Outlook, Snag-itRemedy, Vantive, ISYS, Peregrine, SNAP, RealEC, Netcool, HP OpenviewMethology: SDLC; Agile (Transformation), Scrum Master, Hybrid Agile, Waterfall, and ITIL

Healthcare: QNXT, ABS, EPIC, Tapestry

OS: MS Windows 2007 & 2010 Office Suite, XP Professional 2007, Windows NT 4.0, 95, 98,2000 & 2003& 2007& 2010 Server

PROFESSIONAL EXPERIENCE:

Confidential

PMO Technical Project Manager

Responsibilities:

• Managed the eBanking Landing Page development and Marketing Media development
• Project Scale 5 Million
• Act as PMO Analyst for project reporting group
• Manage reports and data collection task for Pinpoint / RVM Marketing Group
• Managed the UI Refresh application add-on features development
• Managed Phase 1 Fast Path Account Opening Platform requirements, vendor development, and Banking validation
• Managed Phase 2 Digital Account Creation (DAC) for Online Account Creation (OAC) Platform
• Managed Phase 3 OAC Upgrades and Add-ons requirement deliverables, and delivered to the vendor
• Managed Product Branding and Configuration for Multiple Account Opening, Custodian Account Types, and Immediate Account Validation, and deliver for vendor development
• Managed the Marketing Pinpoint and RVM Integration
• Managed the Marketing Media requirement deliverables, and Scheduled delivery to the vendor
• Managed the RVM Marketing Packaging requirement deliverables to the vendor
• Managed vendor scheduling for testing and bank side validation
• Implement Brown Deer Quick Chip product development to secure unique electronic signature for credit transactions, and reduce risk of counterfeit and skimming fraud
• Implement BIN values for Multiple Account Level codes to assign multiple accounts to the same card
• Manage Mobile application issues, and work with FIS vendor to resolve and implement fix

Confidential

Project Manager / Coordinator

Responsibilities:

• Define scope for individual projects, analyze system requirements, and business objectives
• Project Scale 2 Million
• Manage 5 Integration projects
• Coordinate IT projects and task
• Maintain project plan, and track deliverables
• Track Development and Integration Testing
• Manage On-Boarding and Off-Boarding process
• Assist the Project Manager with Business with scope and communications
• Establish, Track, and Document project Timelines and Milestones
• Generate weekly status reports, and Present to Management
• Manage admin tasks and Governance review
• Manage IT resources
• Manage cross-functional teams collaborations
• Influence the Business and cross-functional teams in the direction of the developmental solutions and improvement
• Manage cyber security requirements for portal enhancement
• Lead and Document project meetings
• Lead Technical Development Defect meetings
• WAR Room Management: Coordinate and Manage Collaborations with Development teams to resolve server technical issues
• Plan Integration and deployment cycles, confirm resources, and facilities scheduling

Confidential

PMO Project Manager

Responsibilities:

• Virtual Remote Project Management, including Off Shore Team Management for development and testing phase
• Utilize Clarity to manage projects administration and track progress
• Project Scale 3 Million
• Manage Personally Identifiable Information (PII) Data initiative for Investment Regulatory Management
• Manage Document Management application and systems PPI data controls
• Target 30 applications lower testing environments for PII production data utilization
• Project Scale 3 Million
• Utilize Clarity to manage projects administration and track progress
• Meet with Development Managers and Business Owners and probe the use of PII data
• Introduce Investment Regulatory Management (IRM) PII Production Data initiative and deliverables
• Manage the Application Teams timeline to complete the IRM documents; The Move, Allow, Like Controls Documents
• Track the Teams Risk Management effort with EPLC document processing, and process
• Track the application environments control breaks, allow controls, and submit to IRM Committee
• Track the environment progress and report the progress to Program Manager and RoadMap Committee
• Present the PII Production Data Waiver documents to the IRM Committee
• Manage the Project Initiation phase for 15 ODAP Document Management Application Consolidation and Decommission projects
• Manage Optical Character Recognition (OCR) applications Decommission
• Manage the Intake process; drive the creation and approval of the Project Charter and Concept Design Document (CDD)
• Identify applications impacted, get application sizing/estimates, and get the projects prioritized and Slotted
• Track the ODAP Consolidation and Decommission projects progress and report the progress to Program Manager
• Manage BCA Remediation BusGOLD Application Enhancement and Decommission
• Manage the Application Schema(s) Enhancements and each Impacted Applications Environment
• Manage the server review and security enhancement for possible cyber intrusion
• Project scale 10 Million
• Scrum Master Manage Business Application IT team of 27 resources
• Scrum Master Manage team communication and meetings, manage cross-function impacted application communications, task, and reporting
• Scrum Master Manage risk and issues mitigation, escalations, Tracking, and status reporting
• Maintain the MS Project Plan and make changes as needed
• Manage collaboration between the Business Stakeholders, the Developers, Testers, and Impacted Applications owners
• Scrum Master Manage Intelligence Queue Management objective; Design and develop banking support call center application to manage inbound and outbound calls
• Design and develop IWD Reports utilizing GI2 Infomart universe to build IWD functionality
• Manage IVR application development and call center interfacing
• Manage call center resource and development effort
• Manage 3rd party project interfacing objectives to the IQM project
• Manage IQM server and objects implementation

Confidential

Project Manager / Business Consultant

Responsibilities:

• Design and Manage computer networking business and client services
• Design and maintain Escalation platform for Co-Partners support, and Sub Contractor services
• Design and maintain Field Computer Engineer platform for client field support
• Design, install, maintain, and troubleshoot client network
• Provide remote management technology; Reduce network down time in minutes vs. hours
• Design and maintain user workstation platform
• Design, build, and support client database and services
• Manage mainstream systems, client servers, customize/construct networks, and wide area networks
• Offered and managed private cloud storage i.e., data backup, file-sharing, Microsoft Exchange, Office Cloud Services, productivity tools for 24/7 access to files, emails and online applications
• Provided in house diagnostics, repair and remote monitoring support 24/7

Confidential

Business Project Manager

Responsibilities:

• Business Project Liaison to Commercial Market, PMO, IT, and Vendors
• Manage Market Facing Initiative as directed from CEO
• Manage Application Integration for Affordable Care Act for California, Oregon, and Arizona
• Manage Healthcare Exchange Interface Enhancement
• Manage HIPPA Regulations and Policy Review for Protected Health Information (PHI) Privacy Rules
• Manage Electronic Protected Health Information (ePHI) Risk Assessment and Enhancement
• Manage and Analyze Business Process for Eligibility and applications
• Track cross-functional teams dependencies, and track risk and issues
• Manage the business objectives and scope
• Utilized Agile approach and daily Scrum meetings to resolve all project Issues, Risk, and Project Obstacles
• Report Risk, Issues, and Project Status to CEO/Special Forces Group
• Assist in the creation of the MFI Group, Function, Process, and Reporting Structure
• Build and Manage MFI Project Plan for Commercial Group
• Utilize Scrum Methodology to Manage and Track Project Task and Milestones
• Identify MFI Project Issues and Gaps, and Escalate to appropriate Groups
• Identify MFI Commercial Gaps and Escalate to appropriate Groups
• Liaison with PMO, IT, and Vendor Project Managers for Escalations and Project status
• Manage and track SDLC processes (Requirements, Development, Test, UAT, and Implementation)
• Interface with Business Director, Managers, and Staff
• Manage and track ABS interfacing projects for Eligibility and application and processes
• Manage and track Covered California, Oregon, and Arizona Medicare/Medicaid Exchange initiatives
• Manage and track Exchange initiatives for Individual, Small Business, Large, and Mid-Size Group s
• Manage and track Enrollments for Load Groups, Exchange Interface Implementation, Reports and Reconciliations, and Staffing
• Manage Accounts Receivables, Auto Payments and Cash Allocations, Monthly Payment Reconciliations, 820 File and Reconciliations, and APTC Processing
• Track Delinquency Processing, and Letter Communications (Risk of termination and Notice of Termination)
• Manage and track Group Database initiative, Identify Group IDs, Identify Policy Numbers, Process Plan Codes, Cash Unit Processing and Reconciliation Development
• Manage Billing initiative for Covered California initiative
• Track letter campaign and communications from Call Center to Members
• Track Call Center Scripts development for Covered California, Oregon, and Arizona

Confidential

PMO Technical Application Sr. Project Manager

Responsibilities:

• PMO Project Manager to IT Application Group
• Manage Portfolio of Eligibility projects
• Project Scale 3 Million
• Closed 55 Eligibility and Enrollment project initiatives
• Manage team of 25 resources
• Manage Point of Care Enrollment Eligibility Gateway
• Manage Quest Lab Repository Enhancement
• Utilized Agile and Scrum Methodology to manage Project Initiation, Planning, and Management
• Oversee and Manage PSS server documentation transmittal application
• Manage Scope and Scope Creep
• Gather Estimates for development hours and Timeline, and get Approval
• Manage Program Level Critical Dependencies
• Manage cross-functional teams collaborations, track timelines, risk and issues
• Utilized Scrum to Manage Program Level Issues and Risk
• Track, Escalate and Mitigate Risk
• Maintain MS Project Plan and Project Notebook (Decision Log, Actions Log, Dependencies, etc)
• Manage & Chair Team meetings, and Record decisions and actions
• Create and Present Weekly Status Reports
• Review Business Requirement Documentation for approval
• Manage SDLC Process using Agile and Scrum Methodology
• Manage PMO Directives
• Manage Change Management and Re-baseline directives
• Utilized Process Management planning and managing production issue workarounds and fix
• Manage Project Budget
• Manage Development and Test teams for On-Short and Off-Shore initiatives
• Scheduling and track resources to ensure that the correct resources are assigned to the appropriate tasks
• Manage HIPPA Regulations and Policy Review for ACA Protected Health Information (PHI) Privacy Standards
• Manage Electronic Protected Health Information (ePHI) Risk Assessment and Gap Analyst for QNXT Healthcare Platform Enhancement
• Manage ACA 2014 (HIPPA Affordable Care Act Operation) - Manage changes to vendor extract to send and receive financial information as mandated by ACA. Manage changes to inbound and outbound extracts
• Manage Quarterly Release Tracker - Manage and track portfolio of projects (49) for production fixes and resolutions
• MEG NM group processing logic
• FL - Handle future issue, when multiple enrollments are created
• OH “Assist county code” Attribute Processing
• Manage Enrollment Process Improvement - Manage and track portfolio of projects (12) for enrollment application production fixes and resolutions
• 820 Automation - Removal of FES Alternate dependency
• ID card cancellation job - Automate the process to cancel ID card actions
• Bad data in CCR file - Staging load failures
• Manage Health Home Provider Agreement - Populate additional health home provided information into QNXT
• Manage QNXT Member Alerts For Risk Score Adjustments - Create alerts in QNXT for member’s who have a high risk of medical emergency base on risk score sheets provided by the vendor
• Manage WA MEG Enhancements - Implement enhancements to automate the inbound process to Molina Eligibility Gateway (MEG)
• Manage Human ARC Population - Manage the transition of TANF members into SSI population by engaging the Human ARC vendor
• Manage QNXT Accumulator to Calculate annul and lifetime out of pocket payment - Manage fix to QNXT to accumulate the members out of pocket current payments and build logic to allow QNXT to automatically know when payments need to be adjusted for no out of pocket by the member
• Manage Lab Values - Manage the development of a repository to receive and store lab values that include Medicare and Medicaid members across all plans, with the ability to receive the lab value care

Confidential

PMO Legacy Loans Sr. Project Manager

Responsibilities:

• PMO Project Manager to Legacy Loans Team
• Manage Portfolio of Legacy Loans Projects
• Project Scale 7 Million
• Managed ALNOVA Application Integration with Legacy Loans application, systems and environment
• Implemented 12 long term projects to ALNOVA Platform
• Utilized Process Management re-prove the loan for ALNOVA integration
• Project Initiation and Planning
• Manage team of 40 resources
• Manage Scope and Scope Creep
• Manage Project Cost Estimates and Timeline
• Maintain MS Project Plan and Project Notebook
• Manage Program Level Critical Dependencies
• Utilized Master Scrum approach to Manage Program Level Issues and Risk
• Utilized hybrid Agile and Waterfall Methodology
• Track, Escalate and Mitigate Risk
• Create Statement of Work and Scope Document
• Create and Manage Legacy application inventory and complexity
• Create and Manage Interface inventory and tracking
• Utilized Agile Method to Manage Legacy Loans Analysis & Design, Build, and Test Phase
• Manage Timeline and Milestones across work streams and other Programs
• Provide project progress and status reports to the Sr. Manager
• Manage and track resource on boarding
• Scheduling and track resources to ensure that the correct resources are assigned to the appropriate tasks
• Oversee Coordination and Scheduling for Analysis & Design Workshops
• Oversee Analysis & Design of Legacy Pre-Qualification Decision Engine enhancement to ALNOVA platform
• Manage Data Warehouse requirements for Cross Functional teams
• Manage Agile design for Pricing Engine and Client Database
• Oversee Analysis & Design workshop for Business Rules and pricing requirements
• Manage cross-functional teams dependencies, and track risk and issues
• Manage collaborations for Pre-Qualification Decision Engine, Business Rules and pricing with cross-functional teams and the Business
• Manage collaborations for Bank Anti-Money Laundering & Anti-Corruption rules and regulations
• Manage collaborations for CSM customer applications
• Manage analyst & design for banking financial applications, collaborations and requirements
• Oversee and Track Business Requirement and Functional Deliverables
• Oversee offshore development and test environments
• Review Business Requirement documentation for approval
• Create and maintain Tracking documents
• Oversee and maintain Legacy Loans SharePoint
• Manage re-baseline directives
• Chair meetings and record collaborations
• Manage communications to PMO and the Business
• Complete Analysis & Design and Workshops
• Monitor Build and Identify Milestones
• Review and Implement Project Test directives
• Manage vendor relations

Confidential

Sr. Project Manager

Responsibilities:

• Conduct the SAS70 and SDLC audits
• Project Planning and Audit initiation
• Create weekly status reports and report to management
• Conduct status meetings, and present status to management
• Manage Audit Timelines, and SLA agreements
• Manage team of 4 resources
• Manage and gather collateral from client
• Process collateral documents, and rate project risk as necessary
• Manage audits for financial applications, Batch Jobs Reports, and Report sequencing
• Audit National and International applications, Facility Security, and Call Center HR Security procedures
• Audit financial application controls (Peoplesoft applications)
• Audit PCI standards, procedures and compliance
• Audit Data Warehousing schedules, logs and processes
• Audit Server Access points and logs
• Audit and review application enhancement and implementation

Confidential

Sr. Project Manager

Responsibilities:

• Managed and Deployed DHS Electronic Imaging Integration solution
• Project Scale 5 Million
• Manage project planning and vendor activities
• Manage Scope of the project to pilot production deliverables
• Manage critical dependencies
• Utilized Daily Scrum to Manage Program Level Issues and Risk Mitigation
• Create Statement of Work and Scope Document
• Create weekly Status Reports and reports to Management
• Manage team of 8 resources
• Create and Maintain MS Project Work Plan
• Manage Timelines and Milestones for development and production
• Manage HIPPA Regulations and Policy Enhancement Requirements
• Integrate Imaging application logic to current system
• Manage HIPPA Regulations and Policy Enhancement for Protected Health Information (PHI) Privacy Standards and Imaging Systems
• Manage Imaging Solution to transition paper based environment to a Technical Digital System
• Manage Process Management to track project development and test progress
• Manage project on client site, and Management liaison with Business System Administrator
• Manage the on-site communication between the client (AR State) and vendor development
• Manage issue resolution meetings between the client and vendor development
• Manage SharePoint and support administration
• Oversee the development and testing of the Back scanning process
• Oversee the client and vendor development efforts
• Oversee the development of and development curriculum
• Oversee the and development of staff for two pilot sites (90 Office Staff)
• Manage production testing at pilot sites
• Identify intermittent problems, and present to management team
• Identify negative trends and escalation to development, and initiate temporary workaround procedures
• Oversee and development initiatives of the business
• Design and develop manual for field and on-site tech support teams
• Oversee the initiative of the field and on-site technical Staff for the state (100 Tech Staff)
• Manage QA testing and report results to Management Team
• Manage UAT platform implementation on business site
• Oversee UAT testing on the business sites
• Manage vendor application support, and transition support to client
• Oversee staff and development for transition of application support
• Record daily results on Docushare SharePoint
• Manage 3rd party vendor relations
• Manage vendor issues and risk, and mitigation

Confidential

Sr. Project Manager

Responsibilities:

• Manage PlumTree Application Development for Portal Enhancement and Support
• Project scale 4 Million
• Manage the Scope of the portal and development
• Review and retain AquaLogic design and operation
• Review and retain scope of business requirements
• Utilized Waterfall Methodology
• Enhance Portal, Directory, Content Management Services, and Search Server
• Oversee HIPPA Regulations and Policy for Portal functionality receiving client rmation
• Review Protected Health Information (PHI) Privacy Rules and standards, and Electronic Protected Health Information (ePHI) Risk Requirements
• Manage team of 6 resources
• Oversee Configuration of Portal Publications, Directories, SSL, and Job Interface
• Oversee Install and Deploy Portal Search Services and Support Server
• Oversee and Manage Portal Gadget development
• Identify and Manage Issues and Risk, and Risk Mitigation
• Facilitate meeting for status review and issue management
• Manage Issue and Risk Mitigation and identify resolution
• Document notes and action taken during development and status meetings
• Track project status and development effort
• Create weekly Status Reports and reports to Management
• Create and Maintain MS Project Work Plan
• Manage Timelines and Milestones for development
• Initiate and manage testing phase
• Initiate and track test portal enhancements and User Acceptance Testing
• Manage communications and collaborations between the business, development and management
• Manage SharePoint deliverables and organization

Confidential

PMO Project Manager

Responsibilities:

• Manage scope of Confidential On-line Interactive Portal enhancement
• Create Statement of Work and Scope Document
• Manage Project Issues and Risk Mitigation, and Dependencies
• Manage project initiation, chair meetings with Stakeholders and end-user, Technology, Third party Vendors, and Management Team
• Manage and assist in research, planning, development, testing, and implementation
• Manage elicitation, analysis, validation, write requirement, and portal specifications
• Manage the project artifacts and deliverable utilizing Forte
• Review wireframes for accurate understanding, analysis, and validation of business needs
• Utilize knowledge of business and portal functionality to manage collaborations with the business and author portal enhance/implementation documentation
• Review PCI standards, procedures and compliance review for customer usage and protection
• Oversee elicitation and requirement documentation for new concepts and business ideas
• Create flowcharts with Visio as needed
• Manage deadlines for release and code drops
• Manage collaborations with developers, programmers, subject experts, stakeholders, support team, and end-user
• Manage vendor application enhancement and collaborations

Confidential

Project Manager

Responsibilities:

• Manage the Comverse Prepay Audit Finding Resolution
• Manage Portfolio of Risk Management Project for Audit Results
• Project scale 4 Million
• Plan Audit Finding Initiative
• Create Statement of Work and Scope Document
• Manage enhancements to proposed gaps in the Real Time Billing System (RTBS)
• Manage critical dependencies
• Manage Project Issues and Risk Mitigation
• Author weekly Status Reports and report to Management
• Manage reporting SLA’s of Alltel department groups, per Audit Governance Policy
• Create Comverse Prepay application inventory and work streams complexity for other Programs
• Manage and oversee corrective actions and resolution
• Oversee management proposals of permanent change to facilitate recovery of Real Time Billing revenues
• Manage and facilitate meetings with management, development and end-users
• Oversee PCI standards, procedures and compliance review for customer usage and protection
• Manage PCI enhancements and network requirements
• Review process and observe RTBS PCI payments to PeopleSoft applications
• Oversee and support production, application and business knowledge
• Locate errors, identify, analyze, and collaborate with applications development to resolution
• Initiate temporary workaround procedures

Confidential

Project Manager

Responsibilities:

• Manage the Customer Verification System (ECVS) and Portal Enhancement
• Manage Portfolio of Risk Management Verification System projects
• Project scale 4 Million
• Manage scope to enhance the Enterprise Customer Verification System (ECVS)
• Manage critical dependencies
• Manage Project Issues and Risk Mitigation
• Create Statement of Work and Scope Document
• Create and maintain Enterprise Customer Verification System inventory and 3rd party complexities
• Create Interface inventory and data types
• Create weekly Status Reports and reports to Management
• Promote and Manager Dunn & Bradstreet Identity Management system enhancements
• Manage requirements for system data file storage for new ECVS
• Research, Plan, Analyst, Develop, Test, and Implementation
• Write Statement of Work, Business Requirement, UML diagrams, activity diagrams, Use Case, Test Case, RUP, Waterfall Methodology, Statement of Process, and Enhancement Specifications
• SharePoint Administration; Oversee portal, Development and Planning
• Collaborate with developers, programmers, subject matter experts, stakeholders, support team, and end-user
• Manage the system design and functional flow
• Oversee Risk Management group: Business Integration Services; Enterprise Customer Verification System (ECVS) management, maintenance, Subject Matter Expert (SME) and support
• Manage five major application feeds into ECVS; General Bank Group, Brokerage, Anti-Money Laundering, Loss Management, Confidential, and Personal Trust
• Manage ECVS application interface to Call Centers, and Manage Call Center agent development
• Manage PCI compliance and procedures
• Manage troubleshoot and problem-solve to determine path for escalations

Confidential

PMO Project Manager

Responsibilities:

• Manage NetOxygen Application Development, Upgrade and Support
• Project scale 5 Million
• Plan the application development phases to deployment
• Manage scope to develop Banking Mortgage application
• Manage Project dependencies
• Manage Project Issues and Risk mitigation
• Create weekly Status Reports and reports to Management
• Update and manage MS Project Plan
• Utilized Agile and Scrum Methodologies to manage the project
• Manage cross-functional team supporting applications development
• Manage and facilitate meetings with BA team and end-users to elicit requirements, write requirements, analyze Use-Case, testing and implementation
• Utilized Primavera to record and track project hours and artifacts
• Oversee and assist with SDLC, JAD, Application and Product Development
• Analyze, Validate, Diagram, Flowcharting, and QA Functional Testing
• Maintain LOS, systems functionality documentation, and support end-users
• Oversee enhancement to loan product Pricing and business rules
• Review requirements to oversee database enhancement for new design, and maintenance
• Oversee and assist with location of script errors, identify, analyze, and collaborate with applications development to resolve
• Manage support of Net Oxygen LOS/LPS application and Origination’s backend process
• Manage LOS/LPS data to servers
• Oversee LOS/LPS data from server platform to data warehouse

Confidential

PMO Business System Analyst

Responsibilities:

• Train end-user on application and enhancements. Utilize SQL Database to manage tables, columns, and code. Initiate queries to the databases, systems, analyze results. Execute queries and develop reports for distribution. Locate script errors, identify, analyze, and collaborate with applications development to resolve. Support Empower LOS/LPS application and Origination’s backend process. Support Loans Pricing Matrix and Business Rules enhancements. Support Retail and Sub-Prime Markets product and pricing. Confidential of cross-functional team supporting information systems development. Support the applications development support team by documenting requirements and system enhancement specifications. Maintain system, functional use documentation, support Tier I, II, III and manage call center queue. Support B2B application and Sales force. Manage SLA time for issue resolution. Participate in the development of test conditions, scripts, files and conduct testing. Document procedures and technical processes. Produce reports for the testing, analysis and maintenance information. Assist in problem resolution and troubleshooting.

Confidential

System Support Analyst

Responsibilities:

• Understand the various production environments and their complexities to make accurate decisions. Act as a central point of contact for system alerts and outages; this includes proactive notification, resolution, escalation, and communications to management. Monitor, track, correlate and cross-platform job scheduling to assist in timely fault isolation and resolution. Make independent decisions and judgment calls that affect production availability of critical applications. Take calls from mortgage call center operations. DB2 enhancements and maintenance for branch services. Generates operational reports for Sr. Management. Daily System Reconciliation, which includes running AS400 queries and cluster queries for origination’s transmission resends from branches. Utilize backup failure reports to diagnose critical status servers to determine why backup was not retrieved. Assist in the tracking of alert trends and application failure trends for all production systems. Run a query for loans in production for all branches.

Confidential

Technical Supervisor

Responsibilities:

• Manage B2B applications and code release communications. Document corrective actions and propose permanent changes to facilitate regular production recovery. Monitor Tier 1 call queue. Manage workload of incoming issues. Troubleshoot mortgage products and prepare for code drop. Troubleshoot remote incidents to customer resolution. Perform customer callbacks with status updates and resolutions, per SLA agreement. Train end-user on application and enhancements. Document customer interactions per ticketed issue. Escalate incidents to problem management groups. Identify trends and work with other members of escalation team to implement solutions or temporary workaround procedures. Provide software updates to the field of users. Assist with software update testing, and report results.

Confidential

Tier 2 Engineer/Project Implementation Specialist

Responsibilities:

• Initiate Escalations for major executive accounts. Manage IVR planning, build, vendor requirements, and coordinate support groups for IVR call tree. Manage Call Center Project Management and Implementation; Act as a liaison between Management and the project to maintain strategic communication in the Development process (Visio); Assist with direct Interface to Internet Services and the IMAC call center team; Manage daily agenda and change; Vendor Management; Develop and implement Tier 2 escalation team; Create methods and procedures for continued process improvement; Act as a liaison to coordinate with other departments to insure service process flow; Develop, manage, and document escalation path; Train tier 1 staff in new methods, procedures, product, and product support.

Confidential

Tier I Engineer/Project Specialist

Responsibilities:

• Ensure problems are satisfactorily resolved in a timely manner, with a focus on high-level customer service, support external and internal customers. Assist provisioning Managers with new customer accounts, connections, and customer build. Manage call center calls, 3rd party vendor escalations, and high profile customer collaborations. Act as a customer advocate to provide solution to issue. Act as a liaison between Confidential support and the customer. Handle high volume customer calls regarding connection problems. Assist internal and external customers with data reports, using the Confidential Concord system. Project Implementation; Plan, Design, and Implement the Dedicated Enhanced Service Centers’ Welcome Call project. Manage customer retention program.

Confidential

IP Analyst/Project Specialist

Responsibilities:

• Manage call center SLA for issue resolution, and communications to customer. Project Implementation; plan, develop, and implement an Introduction to Cisco Networking class. Manage call center and development to reduce extended SLA resolution times.

Confidential

Mortgage Loan Officer

Responsibilities:

• Promote mortgage loan products and services utilizing NetOxygen Application. Manage call center procedures. Interview mortgage applicants via telephone and evaluate financial information. Input mortgage loan applications for processing.

Confidential

Mortgage Loan Consultant

Responsibilities:

• Promoted mortgage loan products and services. Handled large volumes of incoming calls from loan applicants. Manage personal call center queue. Utilized NetOxygen Mortgage Application to interview loan applicants and evaluate financial information. Pre-underwrite residential mortgage loan applications. Analyzed applicant financial status, credit and collateral evaluation to determine feasibility of granting loans. Input mortgage loan applications, Appeal loans for approval with underwriters, performed loan closings, and prepared weekly loan reports.

Confidential

Project Manager / Mortgage Loan Account Executive

Responsibilities:

• Promoted mortgage loan products and services. Interview mortgage loan applicants and evaluated financial information. Analyze applicant financial status, credit and collateral evaluation to determine feasibility of granting loans. Appealed loans for approval with underwriters. Performed loan closings. Credit collections and loan servicing. Maintained quality control within collection compliance and procedures.