Courtney Hover Email and Phone Number

•Liaison between Information Technology and business partners responsible for managing expectations, driving project tasks to successful completion, and timely resolution of open issues or inquiries. •Proactively engage with Business Units to identify, screen and evaluate unmet business needs and develop strategy to meet those needs. •`Conduct and document detailed product/ new demand feasibility assessments using requirement gathering techniques, business case development and analysis, as well as level of effort assessments (LOE)•Identify/analyze current state and end state business processes/system workflows in order to determine practical and implementable recommendations.•Collaborate and align with Enterprise Architecture group regarding leveraging existing technology capabilities to meet business demand.•Participate in the evaluation and recommendation of new software to meet emerging business requirements.•Lead BA for multiple concurrent IT projects including Workday, Coupa and CLM *Translate requirements into technical specifications that include business requirements, technical requirements, operational requirements, business process flows, technical process flows, use cases and/or user stories.•Elicit or expand upon business requirements by using interviews, document analysis, requirements workshops, business process descriptions, scenarios, as well as task and workflow analysis.•Provide technology guidance and clarify process gaps by working directly with key internal stakeholders and executives to negotiate, escalate and resolve issues. •Monitor and report project/integration status to IT/BU senior executive leaders; ad-hoc and risk assessments as required. •Act as Test Lead responsible for test strategy documentation, writing test scripts, traceability matrix, recording/mitigating/resolving deviations, testing summary documentation.

Short Term Contract • Analyzed respective reconciliations to determine clearing items as well as accuracy.• Ran and analyzed necessary bank reports.

• Researched, analyzed and provided solutions for clients utilizing customer service and sales techniques

Delivered data management and an array of network and security solutions including virtualization technologies by integrating servers, storage, networking, security, and software products from leading manufacturers to achieve the desired results. Primary focus: Solution sales. Technical focus: Servers, Data Management and Virtualization• Acted as lead coordinator and project manager with internal and external resources regarding all aspects of solutions including discovery, requirements gathering, project approval, funding, equipment acquisition, equipment pricing internally and externally, deployment, testing and implementation. • Researched and gathered information to better understand client’s industry and business needs. • Evaluated and/or reviewed the immediate short term and long-term IT investment strategy, road-map, issues, and potential solutions.• Exhibited excellent communication, organization, negotiation, and project management skills with the ability to work with multiple levels internally and externally.- Strategically managed sales opportunities- Created marketing email campaigns.- Actively provided post-sales business support to clients and prospects.- Trusted Advisor to Client base

Protect the financial interests of PNC Bank by communicating with account holders and/or external third parties to collect and resolve charged off accounts. Work account holders, attorneys, and/or other third parties to negotiate payment plans or settlements on secured and unsecured loans. • Contact debtors by phone regarding assigned accounts to determine the best method of repayment and take the necessary steps to see that those arrangements are carried out. • Use creative problem solving for quick and effective resolution to conflict • Manage portfolio of assigned recovery accounts and perform collection activities within the framework of Authorizations/Procedure/Policies.• Propose settlement solutions to minimize losses and maximize portfolio gains. • Program knowledge: CACS, FDR, RMS, ACLS, CIF, Cleartran

Responsible for the development and maintenance of IT Contractor Management processes using local requirements, global business direction, and enterprise-wide applications. Additionally, provided expert level support, guidance, and recommendations with other global and local business divisions such as Procurement, HR, and Finance. Provided expert level guidance and recommendations in areas of expertise to Regional IT as well as global and local business divisions such as Procurement, HR, Sourcing, and Finance. • Subject Matter Expert (SME) accountable for the management, implementation and monitoring of various projects including Ariba P2P, PC fleet management, and communication device management. Nominated for a site award for achievements. • In-depth knowledge of globally supported HR, Procurement and IT applications, business processes and downstream systems• Developed and implemented contractor acquisition processes dramatically reducing time to on-board a consultant by 90%, thereby substantially improving productivity and profits.• Proven communication, analytical, and problem-solving skills used to help identify, communicate, and resolve system and application issues (cross-functional systems – Procurement, HR, and IT.)• Created process maps and formal documentation of the full SDLC.• SME and and process owner of P2P core organizational functions and business processeso Identified, eliminated, and automated manual process steps and unnecessary process redundancies.o Analyzed and evaluated proposed business procedures for weakness.o Developed and documented business processes while developing metrics to monitor results.o Ensured process optimization across the enterprise technologies and platforms.o Served as a liaison and facilitator between Business and technical teams.o Ensured all external regulations and internal standards, practices and procedures were followed

As part of Global Sourcing, based in Kalamazoo, used established processes and contracts to screen, manage rates and assignments as well as on and off-board the IT contractor base which consisted of approximately 800 contractors spread across Newark, St Louis and Kalamazoo. Responsibilities also included assistance with project based Request for Proposal (RFP) as well as Pharmacia/Pfizer’s Master Agreements with vendors creation, redlines, and addendums.• Named point of contact for vendor and manager communication which resulted in a filter for “sales” calls which enforced strict Phamacia/Vendor relationship policies.• Created and maintained information/data in multiple confidential databases that produced tracking of rates, assignments, etc. which provided upper-level management and HR organized data for reporting purposes.• Processed, issued and received all communications for RFP’s as well as coordinated all teleconference and face to face meetings which created a funnel for incoming and outgoing information ensuring fair and equal communication.