·Utilized multiple technologies or environments in providing technical assistance to computer system users via remote location.·Answered questions and resolved computer problems, ticket status inquiries and password resets.·Provided assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems ·Managed problem resolution incident tickets in ServiceNow by troubleshooting complex problems for end user support for desktop, voice and corporate applications.·Analyzed and reported on specific system applications performance·Analyzed and documented business functions·Analyzed tests, implemented solutions and participated in special projects as required.Systems/Applications: Citrix, NICE 4.0, Bomgar, SAP, PPM, PULSE Secure (Remote Access), Radius, NetIQ iManager, Service Now, RSA Console, ARS, Active Directory, Avaya One-X Communicator, McAfee Endpoint Encryption Manager, Z-Scope, RUMBA, Attachmate Extra, Totalview.

Project Management - Planning and coordinating special events and volunteer activities. Planned and coordinated a highly successful "Four Decade Celebration Banquet with the Celebration Committee, including overall coordination for 300 participants. Negotiated menu pricing with sales managers at various venues prior to making the final selection. Contacted and booked speakers, presenters and entertainment. Coordinated logistics for video/audio presentations, photography, and accommodations for guest speakers. Coordinated entire program of events, menu selection, room set-up diagram, and room decor. Managed budget by tracking expenses and making appropriate adjustments when necessary.

My primary responsibility as Deputy Field Organizer is voter contact, which includes the following: Door to door canvassing to persuade and motivate voters reaching a daily goal of 100-150 attempts per day. Set up voter registration drives and participated in phone banks. Planned and coordinated volunteer recruitment campaigns for the GOTV initiative. Cut turf and set up routes for neighborhood block walks.

Managed the Credit Applications Inbox. Reviewed new business credit applications using the Account Advantage System. Researched and updated account information in SAP. Communicated with district and territory managers to validate sales information and obtain approvals. Secured approvals from regional and district managers for district change requests. Determined appropriate credit lines and credit terms based on business credit bureau reports and financial statements. Issued approval/denial letters and emailed notifications to customers and district sales offices. Updated SAP to add customer accounts to or remove them from premier pricing programs for Marketing.Utilized the following systems: SAP, Equifax, Account Advantage

Administered defined procedures and revisions for Mortgage Collections through technical writing. Developed new policy and procedure documents and revise active document change controls for BAU and audit certification projects utilizing the editor's tool. Communicated with Subject Matter Experts and Operations management to clarify and resolve issues with change control documents. Ensured documents are approved by Compliance, Risk and Legal departments prior to publishing. Updated document change control status comments in SharePoint and Access database. Utilized personal document tracker spreadsheet and time tracker to prioritize assigned tasks. Completed various projects and status reports, as assigned.Utilized the following systems: CitiSource, Citrix, Sharepoint,

Managed a portfolio of Citi Home Equity (CHE) loans up to $100k in effort to save the company millions. Validated equity analysis completed by the Pre-foreclosure Department. Reviewed loss mitigation work efforts, property values, origination documentation and credit reports to ensure that all efforts have been exhausted to avoid the loss to the company. Interacted with Loss Mitigation, Foreclosure, Bankruptcy, and Pre-Foreclosure departments to follow-up on outstanding issues related to the loss decision on an account. Analyzed Brokers Price Opinion (BPO) and compared values to the original appraised value. Prepared loss packages as required. Completed Making Home Affordable (MHA), Office of the Comptroller of the Currency (OCC) and Audit Risk and Review (ARR) compliance projects by reviewing origination documents and building audit files for internal and federal audits prior to deliverable deadlines. Project Management- Coordinated team-building events, while serving as Chair of the department's "Voice of the Employee" (VOE) Committee. Planning included the following:o Budget creation, developing creative themes and teambuilding activitieso Negotiating with vendors, ordering prizes and gifts and menu planningo Tracking participation, submitting requisition forms and reports to management.o Presentations, creating flyers, advertisements and invitations.o Venue décor set-up, registration and welcoming guests.Utilized the following systems: FileNet, Venture, Vendorscape, CitiLink, DRI, OCS (Online Collection System), SourceNet, Sitex, and Realquest.

Improved and refined the Census Bureau’s address list of living quarters through address canvassing.Traveled around assigned census blocks in a geographic area verifying the accuracy of the Census Bureau records. Updated electronic maps by adding or deleting streets, determining the address status and structure type, adding addresses, and redrawing maps.

Managed a portfolio of taxpayer assistance orders containing significant hardships. Analyzed and evaluated taxpayer information regarding complex tax issues or systemic problems. Performed extensive research using IDRS, TAMIS, ACS, US Master Tax Guide, Lexis-Nexis, Internal Revenue Manuals, to ensure taxpayers and the IRS complied with Federal Tax Law. Collaborated with management and key members of various operating divisions to ensure actions were taken to relieve significant hardships. Resolved complex Congressional inquiries. Analyzed taxpayer accounts for tax compliance issues. Encouraged taxpayers and provided tips on how to remain in compliance in order to avoid enforcement actions. Calculated penalty and interest, input account adjustments, and forwarded payments and tax returns to the appropriate IRS Service Center. Provided taxpayers with written correspondence that clearly explained case resolution actions, follow-up dates, and appeal rights. Recognized for maintaining 100% timely initial contacts, which greatly increased the division’s customer satisfaction goals. Elevated major systemic issues to management using SAMS.

Counseled employees who filed discrimination complaints. Advised employees of their rights during the EEO complaints process. Interviewed complainants, witnesses, and management officials. Reviewed Personnel records, statistical data, and other pertinent data prior to making recommendations to management officials. Prepared and submitted settlement agreements and monthly reports to the Regional Complaints Office.

Interacted with customers through inbound and outbound calls to secure delinquent taxes and tax returns from individuals and corporations. Researched taxpayer accounts using IDRS, ACS, and the ADP guide. Analyzed financial records to initiate installment agreements or make hardship determinations. Responded to inquiries regarding payoff quotes, penalty interest and calculations and refunds. Enforced collection by filing federal tax liens and issuing levies. Accurately documented account history. Received “Special Act” Award for training new employees in “World-class Customer Service”. Temporary supervisory and lead assignments for cross-functional teams of 10-15 employees. Approved casework, monitored calls and submitted weekly reports to the Branch manager. Developed training plans and training activities as the Lead instructor for annual Continuing Professional Education Training classes for the entire Automated Collection Department. Delivered and reviewed training surveys and results.

Managed a portfolio of delinquent taxpayer accounts requiring field collection efforts. Designed initial investigative plans to resolve tax collection issues. Traveled daily to conduct on-site investigations of delinquent taxpayers. Researched various locator resources, such as County Records, DMV, Credit Bureaus, TWC, and USPS. Reviewed county appraisal district information and tax return information. Filed Federal tax liens, and issued Federal summonses. Completed Federal Tax Deposit (FTD) Alert cases. Analyzed financial records to initiate installment agreements or make hardship determinations. Counseled taxpayers on how to remain in compliance and avoid enforcement actions. Forwarded all payments and tax returns to the Austin Service Center for processing. Assisted in seizure and sale of property.