SUMMARY

• Software proficiencies include: Microsoft Office Suite (expert level knowledge in Excel), Sharepoint, ServiceDesk, SQL, CICS, Business Objects, Cobol, BI (Business Intelligence)
• Exposure to Jira, SalesForce, WorkDay
• IT project management including resource, time and budget management
• Client relationship management, including providing solutions to outstanding business or functional needs
• IT business analysis including complex requirements gathering, resource management, risk assessment, effort assessment and project scoping
• Team management leading a team of senior business analysts
• Proven experience with process and workflow design, including comprehensive documentation
• Excellent communicator with the ability to relate to all levels of management, end - users and technical staff with ease
• Enthusiastic Project Manager, Team Member and Trainer possessing the initiative and drive to operate at a high level with minimal supervision
• Extensive mortgage banking experience using MSP with emphasis in default, escrow, and customer service
• Thorough knowledge of software development life cycle including design, documentation, testing and implementation

PROFESSIONAL EXPERIENCE

Confidential, Jacksonville, FL

System Administration Analyst

Responsibilities:

• Manage MSP system configuration setup and validation processes
• Manage MSP system security profile validation processes
• Provide guidance in support of UAT testing efforts
• Faclitate completion of data automation development
• Provide weekly status updates for senior management review
• Define and document requests from business community

Confidential, Jacksonville, FL

Senior Client Support Executive

Responsibilities:

• Managed support for each assigned client as an individual project and roll up to single overarching project to allow time management and task tracking
• Responsible for understanding the client’s strategic goals and objectives
• Responsible for creation and maintenance of statistical reports and performance metrics
• Escalation point for engagement on Black Knight SEV1,SEV2 and SEV0 incidents
• Provided input into divisional strategic plans and modeling based on customer needs
• Maintained quality customer relationships through proactive telephone contact and site visits
• Worked with the Client delivery team to transition clients from implantation to production
• Mentored junior Client Support Executives

Server Advocate

Responsibilities:

• Subject matter expert in both Black Knight and customer client server environments, including MWS, Director and Passport
• Responsible for creation and maintenance of statistical reports and performance metrics
• First level engagement for Black Knight SEV1,SEV2 and SEV0 incidents
• Liaison between client for all client server applications
• Primary client escalation point for client server issues within Black Knight
• Responsible for preparing and delivering communication with the client during escalations

Confidential, Jacksonville, FL

Project Manager

Responsibilities:

• Managed multiple projects, each in excess of $1,000,000 and 6000 hours, integrating with larger enterprise projects
• Provided daily and weekly reports for time and resource tracking for a team of 30 to 60
• Created detailed presentations in PowerPoint for management review
• Created Visio process flows to document current state and future state of systems and processes
• Provided on-site user support post implementation
• Tracked time entry, forecast and actuals for budgeting across multiple projects
• Managed remote teams, both on-shore and off-shore

Confidential, Jacksonville, FL

Senior IT Business Consultant / Lead Analyst

Responsibilities:

• Provided project management support and tracking for all assigned analysts and tasks.
• Provided guidance, support and technical oversight for mapping of MSP CICS “green screens”, including COBOL programs and copybooks, to Mortgage Web Services (MWS) and Web Direct Business Analyst teams
• Mapped data from MSP COBOL programs and copybooks to an Oracle database for access by the BI (Business Intelligence) tool
• Reviewed and approved functional requirements and use cases to ensure clear requirements are delivered to the development team
• Escalation point for MWS UAT and production issue support
• Provided subject matter expertise on system functionality including MSP CICS screens functionality, MSP COBOL code review and copybook layout

IT Business Consultant

Responsibilities:

• Compiled business rules and technical data for creation of functional requirements and work with developers to ensure accurate delivery of requirement
• Acted as a liaison between the strategy team, XML modeler, development team & quality assurance providing mapping from MSP CICS screens, COBOL code and copybooks to MWS fields
• Advised strategy managers and external clients of new technology opportunities identified through benchmarking, best in class business practices and strategic planning
• Compiled business rules and technical data for creation of functional requirements and worked with developers to ensure accurate delivery of requirements

Confidential, Jacksonville, FL

Business Support Manager / Operations Consultant

Responsibilities:

• Acted as primary technical resource for sub-prime mortgage lending division
• Primary liaison to external technology groups, insuring business needs are met while working within technology guidelines

Credit Review Analyst / Senior Business Analyst

Responsibilities:

• Acted as MIS Analyst for Credit Process Improvement Department, providing recurring reports, ad hoc reports, and, technical support
• Technology liaison for all system enhancements that affect Credit Process Improvement Department, including mapping of new data feeds, testing and implementation

Consultant Business Analyst / Project Manager

Responsibilities:

• Developed and presented documentation and workflows of current and proposed processes, including training materials, flowcharts, data dictionaries and data mapping documents
• Conducted bi-weekly training sessions on a MSP mortgage database and database tools for business partners via an open forum and topics chosen by the participants

Confidential, Jacksonville, FL

Loss Mitigation Specialist

Responsibilities:

• Developed and implemented workflow enhancements to improve productivity, customer satisfaction, and reduce errors
• Reduced investor’s losses through mitigation with mortgagors, attorneys and realtors toward pre-foreclosure sales, deed-in-lieu of foreclosure, modification of mortgages and forbearance plans
• Tested / validated Loss Mitigation workstation with MSP

Senior Account Specialist

Responsibilities:

• Lead two self-directed pilot work teams providing coaching relative to team and individual goals. Provided technical and system support promoting continuous process improvement to ensure increased levels of customer satisfaction
• Responded to customer inquiries through telephone and written correspondence. Researched and analyzed all aspects of the loan-servicing portfolio managed on MSP, such as escrow, taxes, insurance and payment issues, making corrections and disbursements as necessary