Technical Operations Analyst Resume

PROFESSIONAL EXPERIENCE

Confidential

Technical Operations Analyst

Responsibilities:

Successfully delivered Non Production (infrastructure) Projects and led day - to-day operations related to mortgage banking technology across global banking teams including Loan Servicing, Default, Consumer Direct and Retail channels.
Team Lead for Non Production Projects.
Delivered triage support assistance to end-users, interacting closely with customers, technology teams and business partners.
On/Off Boarded, coached and mentored new hire and transferring employees.
Created, edited, revised and updated all department technical documentation: training, reference, cheat-sheets, templates, tracking spreadsheets, user guides and manuals, reports and reporting output.
Administered and configured SharePoint Team portal.
Provided expanded document organizational taxonomy with enhanced cross-referencing capabilities and corresponding workflow.
Oversaw document and records management including document check-out, versioning, libraries, site configuration and structure.
Furnished daily customer and/or production support or routine activities in line with established IT Control policies, processes and procedures.
Analyzed various types of incoming requests and executed processes promptly and accurately to exceed documented SLA's.
Managed group email boxes and internal enquiry management tools, to ensure queries are resolved and responded to within a timeframe and manner sensitive to the urgency of the event, and in accordance with prescribed service levels, thereby ensuring that internal and external client satisfaction is achieved.
Engaged subject matter experts SME from various departments to process critical and nonstandard requests and sought information to identify roadblocks.
Provided QA and UAT testing for all new APEX WebTool software releases and UAT testing for all new releases.
Involved in employee engagement and volunteerism; affiliate of several Chase Business Resource Groups; conducted membership drives. As Steering Committee for Southern California chapter of WIN, organized events for Toastmasters International, networking, professional development and mentoring. Continually investigating opportunities for self-development and improving knowledge of the business in order to improve skills and deliver maximum service levels.

Confidential

Senior Application Analyst

Responsibilities:

Provided day - to-day planning, guidance, and execution for advanced customer support to internal and external customers for VIS in-house developed applications, including VoltTrack, Platinum, IRT, AVX/SIMS, and Gold.
Oversaw the development of software user documentation and SOX mandated materials.
Documented operational support procedures for various projects.
Utilized Altiris for incident, problem, asset and knowledge management to track and monitor system issues, assets and service levels.
Defined, assigned, and monitored the overall scheduling and completion of application support activities.
Analyzed and coordinated resolutions to various application and systems issues with internal corporate departments.
Provided implementation support for new application functionality deployment.
Participated in software testing/validation and smoke-testing of production processes and/or systems.
Actively participated in system testing to validate requirements.
Participated in MS-CRM 3.0 deployment and subsequent roll-out of CRM 4 Titan and Office 2007.
Created reporting templates for CRM.
Co-led pilot deployment of proprietary software, VoltTrack RPO, a fully-integrated recruitment process management application built for external customers.
Monitored Cold Fusion logs.

Confidential

Business Systems Analyst

Responsibilities:

Provided OSCAR Production Escalated Support, troubleshot and tested Confidential s auto loan origination software.
Acted as Triage Resource, managing incident tickets in accordance with Contract Acquisition Response and Resolution guidelines.
Performed initial callback to clients, gathering information, documenting and formatting incident reports. Maintained and updated tickets.
Troubleshot and resolved issues at point of initial contact.
Investigated, evaluated and provided analyses and documentation, balance ticket assignment across all available resources.
Functioned as liaison to ALSCOM/OSCAR LOS software vendor and TFS Legacy Application Support Team.
Managed logs, reports, issues and SLAs.
Worked cross - functionally with other interdependent departments.
Acted as liaison for the integration and communication among applications, databases and technology platforms on a business level.
Executed test scripts and perform regression testing, smoke testing and build validation.
Participated in site deployment efforts.
Worked with Table Maintenance, business requirements documents and functional specs.

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