Dawn Drouin Email & Phone Number

Southington, Connecticut, United States

New Britain, Connecticut

• Optimize business performance by identifying opportunities for system improvements while factoring in budgetary concerns and business goals. Collaborate with customers to gather and evaluate user needs, administer.
• Assumed supervisor-level activities while performing application support, including releases, notifications, and research requests.
• Created knowledge base of internal white papers, reducing time spent on misrouted ServiceNow requests.
• Serve as project manager/Scrum Master leading a cross-functional team. Plan schedules, conduct project meetings with internal and external stakeholders, and track resources, time, and financials to ensure successful.

Southington, CT

• Self-taught and applied SQL to convert client loan databases onto company schema. Balanced, assessed, and incorporated data on loan conversions, mergers, and acquisitions using PL/SQL and MS Office.
• Established data mapping parameters.
• Designed and implemented product features based on customer/vendor feedback and industry best practices.
• Checked and reviewed new products and documentation.
• Took over customer support duties, presented customers with alternative solutions to resolve complaints stemming from setup or conversion errors.

Glastonbury, CT 06033

• Served as the technical liaison between clients and the development department. Progressed through multiple positions during 4-year tenure, performing in analytical, technical, and client service capacity. Consistently.
• Designed and created training programs and supporting training manuals, and ran workshops on Consumer and Mortgage Systems for diverse audiences of client employees and administrators.
• Ensured appropriate interfacing with 450 client entities, major credit bureaus and loan servicers, including FNMA, FHLMC, Bisys, Fiserv