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· Act as the primary SME for ‘LoanCenter (APPRO – Consumer)’ (Loan Origination System). Providing system expertise and implementing front-end and back-end configuration changes on various system configuration projects impacting companywide users.· Act as the primary SME for the Credit Bureau systems: Equifax Eport, Experian Access, and TransUnion Direct. Providing system expertise, quick issue resolution, and vendor relationship management impacting companywide users.· IT Application Owner for Innovis Cross Check. Providing IT support and vendor relationship management for daily system use and on various system projects.· Point of Contact for quick resolution of front-end and back-end system issues during and outside of normal working hours.· Manage access provisioning for LoanCenter (APPRO – Consumer) and credit bureau systems to ensure underwriting SLAs are met and company standards are adhered to.· Eliminated manual provisioning and deprovisioning of user access for LoanCenter (APPRO – Consumer) by integrating with SailPoint IdentityIQ.· Provided testing and integration support for the BANCS (loan account servicing application) upgrade for National Bank of Arizona impacting companywide users and customers leading to an improved customer experience with faster account opening times and capability to assess and determine a customer’s financial needs in real time.

· Continued accountability for full scope of Corporate Risk Management Business Analyst deliverables (i.e. screening systems subject matter expertise and liaison, project collaboration, issue analysis and resolution, system access management, and more).· Responsible for access management and third-party vendor relationship management for the Regulatory DataCorp (RDC) compliance screening system.· Partnered with Security Audit team to onboard RDC into access approval process to ensure adherence to proper steps for receiving access.· Eliminated user access approval audit findings by creating a proactive procedure to self-identify and correct discrepancies prior to the monthly Security Audit reconciliation.· Developed system administration guide for Compliance Link screening system to ensure effective training of team members and business partners.· Conducted Compliance Link training for the system admin, QA, and project management teams, and participated in cross training with QA and project management partners to increase team collaboration and effectiveness.

· Partnered with BT, PM, and other teams as the primary SME for Compliance Link and Safe Banking System (Anti-money laundering screening systems). Provided system expertise and implemented UI configuration changes on various system configuration projects impacting company wide users.· Managed the implementation and test case creation for the user interface settings and configuration across four environments for a Compliance Link upgrade project.· Point of contact between BT partners and system users to ensure quick resolution of back-end technology issues, and between third party vendors and systems users for issues requiring vendor support.· Conducted root cause analysis to help resolve and prevent future occurrences of interface, configuration and screening/alert-related defects affecting internal system users.· Reduced false positive alert generation in Compliance Link by advising on the optimal system configuration.· Managed user access provisioning and password reset requests for Compliance Link and Safe Banking System to ensure users could meet screening alert SLAs.· Developed performance reporting that provides quality assurance data that drills down from department to individual level, enabling leaders to weigh compliance indicators into monthly team performance ratings.

Led the delivery of strategic service projects and continual improvement initiatives to support Operation’s business goals. Translated call listening data into relevant business insights and presented them to senior business partners to leverage in improving customer interactions.

Attends regular military police training to develop personal skills around communication, teamwork, and critical-thinking in a high stress training environment to prepare for mission or deployment.

· Led team level training to develop individual soldier skills as well as build the team resiliency, adaptability, problem solving, and communication skills for a small team of Military Police.· Assumed ownership for administrative and logistical needs within the team.

· Collaborate with developers, support staff, and QA as an Agile team to provide system and integration testing to launch quality software updates to clients and vendors.· Provide overflow call support to customer support department.

· Team Leader Internship Program candidate assigned to make recommendations to reduce call escalations to supervisors. Partnered with Workforce Management, Fraud, and Customer Service to capture data, then applied Lean Six Sigma analysis and vetted it with partners before developing and presenting a viable business recommendation to senior leadership. Recommended outcome if implemented projected an annual savings of $560,000.