Function in numerous roles leading the product/services delivery platform as well as the development and oversight of all information technologies including networking, telecommunications, and software development. Manage staffing, budgeting, development, process design, technology solution design, and manage the IT operational infrastructure. Operational areas include Contact Center (Inbound & Outbound) and Loss Mitigation. Assisted in developing new products and solutions resulting in an over 2,500% in revenue growth. Developed business processes and solutions focusing on successful delivery of Home Affordable Modification Program (HAMP) and Home Affordable Foreclosure Alternatives program (HAFA). Developed strategies to improve overall business process design, reduced time in inventory, maximized revenue and minimized cost. ACHIEVEMENTS:  Reduced overhead and operating costs through identification and sourcing of process fulfillment activities to third party partners. Developed an enterprise class robust, scalable, and secure SAS 70 Type II and SSAE16 SOC1-audited network infrastructure platform supporting multiple sites over WAN/MPLS  Implemented a hot desking thin client computing environment on the Sun Ray 2 platform supporting rapid expansion of the operational footprint while reducing the maintenance, upgrading, and operational support cost of the environment as well as pursuing a green company initiative by drastically reducing overall power consumption. Architected an IP Telephony infrastructure connecting multiple operational sites and telecommuters to a single system leveraging SIP for rapid capacity growth response capabilities complemented with PRI for redundancy. Developed a highly customized integration between in-house developed systems and the Siemens Ensercle predictive dialer including real-time campaign lead generation, status updating, and manned/unmanned calling strategies (Inbound IVR/Outbound IVR/Predictive/Manual Dial).

Managed foundational development of a flexible and dynamic end-to-end process management technology architected using .NET and SQL Server technologies upon which the company’s mortgage default servicing processes were managed. Led Loss Mitigation/default resolution functions for accounts managed on an outsourced basis. Launched a Default Servicing and Loan Administration operational platform.ACHIEVEMENTS:  Launched a Default Servicing and Loan Administration captive operation for an international securities firm focused on the reperformance and loss mitigation of wholly owned and unsaleable assets with the goal of securitization or loss reduction. Activities included location sourcing, space build out, creation of strategic business relationships, and the development and deployment of an entire IT Networking and Telephony infrastructure in less than four months. Developed the first phase of a process management technology including necessary third party integrations to address loan inventory management in less than 50 days.

• Responsible for convergence of eBusiness solutions available in the Mortgage Banking space to Automotive and Consumer Finance with the industry’s largest captive automotive finance organizations.• Steering of technology direction for default-related products.• Consulting services for technology implementations in other default-related vertical markets within Fidelity’s customer base.

• Responsible for development of thin-client, web-based default referral management system (CMS VendorScape).• Participated in the redesign of iClear, the company’s Business to Business electronic invoice management solution.• Managed initiatives to integrate various technologies into a single solution.Developed customer support methodologies and built client services infrastructure including support, business analytics, project management, and development support.

• Managed Business Consulting, Business Analyst, Application Support, Application Development, and Network activities for the company’s Business to Business eServices product vertical including the LenStar, BridgeLink Information Exchange, and Aspen Workflow products.• Creation on ISO 9001 compliant Development and Business Consulting policies and procedures.• Development of long-term application goals and initiatives.• Creation of customer-focused support and consulting processes blending the use of telecommunications and PC-based technologies with development of communication skills.• Development of innovative Bank Real Estate Owned (REO) online platform blending internal business process management with extranet-based interaction with a Real Estate Agent network.

• Managed Foreclosure, Bankruptcy, Loss Mitigation, Eviction, Invoice Processing, and Document Management/Control activities• Early adopter and beta developer of the Mortgage Servicing industry’s first fully integrated Business to Business process fulfillment interchange and electronic invoicing solutions resulting in drastically reduced cost of loan servicing, process efficiency, and improved quality control and risk mitigations.• Architected processes responsible for significant reduction in overall losses primarily focused on time in inventory management.• Managed through an over 2,500% increase in department size including continuous improvement of existing processes, definition of new roles and responsibilities as role diversification required, and designed and new processes and supporting solutions addressing challenges of growth.• Creation of departmental policies, procedures, and industry best practices as well as business continuity and disaster recovery plans.• Served on industry advisory committees panels.