• Reported to Melanie Newton Supervisor at Wells Fargo and Erin Farrell, Insight Global Account Rep• As CX / Digital Designer, I assisted in the new platform migration project for all of Wells Fargo Financial Advisors webpages• Over 150,000 webpages were required to be moved to the new content management software platform SDL Tridion; the current software platform, Documentum will no longer be supported after April 30, 2018• Migration of web pages was performed by migrating all assets and content to the SDL Tridion system that uses Building Blocks style to create web pages for a component-based content management• SDL Tridion is a Component-based Content Management System (CCMS) software which allows for quick simple updates in a single component that can be applied to other children components throughout the website from the parent component• In SDL Tridion pages can be built that use a specific Meta Schema after Assets and Components are migrated with their unique Meta Schema• After a page is built you add the corresponding components, and their assets with their specific hyperlink schema in the building block system; publish the separate components within a page then the page is published to Staging to validate if the page matches the existing page in Documentum correctly• Once completed the folder structure was identical in SDL Tridion follows the Documentum structure allowing the URL’s to work without any additional updates• As a member of a team of four contractors; our combined efforts migrated the largest quantity of webpages for the Compliance and Legal Section, or Channel in SDL Tridion verbiage; my team moved three times as many web pages as our sister team of ten contractors that had around a third of number of webpages to migrate• As a team we communicated with each other, our team leader, and supervisor primarily through Microsoft Lync messenger, even when we were sharing a meeting room

• Reported to Centrics Corporate Technology Officer and RELAY|technologies Account Representative• As a Software Support Engineer, I provided internal and external client support and content management for photo-imaging software applications of retail stores, website e-commerce, and image-printing manufacturers• Managed unique client communications and operations support for frontend user interface of Centrics Store Front software of retail photoimaging websites• Performed system operations support to analyze data by writing SQL queries, to locate database tables used by the Centrics software applications• Acted as a SQL Administrator for client users to troubleshoot issues and perform root cause analysis of Centrics manufacturing interface software, ARCH• Used SQL to locate data-tables in troubleshooting and support for software application platforms used by on-site event kiosks of professional photography retailers. ¹ First platform application functionality for digital SLR camera and HD printer interface ² Second platform application functionality of multiple-image and digital download secure code access for package for retail sales

Applications Systems Support Analyst (2013-2017)• Reported to the Web and Database Team Manager• Website System Administrator, responsible for daily operational support maintenance for internal andexternal clients• Created new client websites for potential clients; each site successfully aided sales reps to gain a new client• Created educational webinar links, deployed to Provider and Employer/HR, login Portal pages• Maintained written and verbal communication by documentation, and verification of BA requirements, and QA testing• TrackIt! Work Orders to document: Operation support, Enhancements, and Projects to business owners• UI/UX design and development and content management with Microsoft Visual Studio Development • Updated and maintained server-side style sheets for all dynamic and/or static website templates• Administrator of profile permissions for unique website users: health providers, client human resource admin, and membersCustomer Service Representative (2008-2013)• Was responsible for customer contact and resolution of customer inbound calls with dental benefit members, dental offices, and employer group clients• Reported to the Manager of Customer Service and Provider Relations Department• Provided benefit coverage for in-network and out-of-network providers, dental benefit eligibility, specific procedure coverage, available balance, and claims• Call resolution was met within the initial call, which was a service commitment• Identified which benefit claims required consultant review for correct benefit adjudication• Reprocessed or processed claim due to benefit adjustment• As a customer service representative, I maintained internal communication connections with all departments• My extensive benefit knowledge allowed me to assist the Marketing Team frequently at Benefit Fairs• Received dozens of certificates for recognition of customer service• Successfully met and exceeded quarterly goals every quarter while in the position

Customer Service Representative | Dec 2008 to Mar 2013• Was responsible for customer contact and resolution of customer calls• Resolved inbound calls with dental benefit members, dental offices, and employer group clients• Reported to the Manager of Customer Service and Provider Relations Department• Calls regarded dental benefit eligibility, specific procedure coverage, available balance, and claims• Advised callers on benefit coverage differences between in-network and out-of-network providers• Call resolution within the initial call, unless pre-determination were required • Reprocessed or processed claim due to benefit adjustment for correct benefit adjudication• Internal communication maintained with all departments as a customer service representative•Extensive benefit knowledge helped me assist Marketing Team at Client Benefit Fairs• Annually received dozens of reward and recognition certificates with bonus ranges from $1500 - $25• Successfully met quarterly goals every quarter while in the position

Certified Collections Specialist | Mar 2006 to Nov 2008• Started in delinquent account recovery of client-owned medical, utility, and financial accounts• Placed outbound calls to negotiate a Payment in Full (PIF), or secure payment arrangements for balance• Completed collection agent training early; aided in settlement of a large delinquent credit card balance• Moved to the US Bank Visa Card collection team to become a Senior Collections Specialist• Assisted US Bank Collections Department (On-sight) with VISA Bank Cards, prior to charge-off from unpaid balances exceeding 180-day delinquency