Responsible for supporting a portfolio of vendor-hosted web applications and internally-developed VBA applications• Maintained documentation and systems-of-record, including Operational Runbooks and ServiceNow• Supported vendor updates to external web applications as well as implemented source code updates to internal applications• Coordinated with implementation teams in onboarding new applications• Responsible for complete, accurate, and timely responses to internal IT audits• Point of contact for vendor support; liaison for external vendor support teams• Subject Matter Expert for internally-developed VBA applications, as well as Microsoft Excel in general

Responsible for monitoring and accurately forecasting the PNC Mortgage Servicing Rights (MSR) Portfolio, both in terms of loan counts and unpaid balance.• Includes maintaining a thorough understanding of the drivers of the portfolio as well as the incremental additions and deletions.• Responsible for tracking the Interim Service Fees on the MSR acquisitions and processing the appropriate accounting entries.• Automated various manual processes via Microsoft Excel VBA.

Ensured complete, accurate, and timely execution of accounting entries for two externally managed portfolios.• Documented processes as well as created automation through Microsoft Excel, Access, VBA and SAS.• Engaged with management to ensure their awareness of any outstanding issues and took necessary actions to correct appropriately.

Executed senior leadership’s strategic direction to optimize customer-specific service delivery profitability through process control and improvement, metrics tracking, identification of process failures, project management of corrective alternatives with no impact to customers’ daily business.• Enabled operational leaders to rapidly respond to process exceptions and respond aggressively with corrective actions by providing accurate reporting of daily, weekly and monthly performance metrics.• Trusted and respected by general manager and area managers to alert them to actions required to protect brand image and customer satisfaction.• Acknowledged as a subject matter expert who verifies data integrity to ensure accurate fact-based reporting.• Uniquely capable of identifying highest integrity data available on main-frame computers based on foundational experience as a computer operator and systems administrator, financial analyst, and business systems improvement professional.• Exported mainframe data into analysis software - Microsoft Excel and Access - to develop multiple views (division, area and customer specific levels) to fuel accurate decision making from a common high quality data source.• Played a pivotal role in elevating competencies in trending analysis by serving as the “go-to” person for questions about Microsoft Excel and Access, EDW and other applications and software tools.• Provided second level support for various proprietary software tools and reports including AKM, Time Reporting, and Work Scheduling Tool.• Ensured accuracy of data in the areas of CAS Assignments, Zip-to-Zone database, and MapPoint Maps to optimize productivity of service scheduling and delivery.• Ensured process continuity by resolving unknown or newly introduced changes to existing methods.• Provided bi-weekly training and certification reports to TM community and follow-up to verify that training was completed by required deadlines.

Provided analytical support to Americas Leadership Team and Field Management so as to identify and understand business issues and data challenges thereby pinpointing strengths and weaknesses and suggesting areas of improvement.• Provided operational metric reporting and analysis to Americas Field Management on a daily, weekly, monthly, and quarterly basis.• Provided operational metric reporting and analysis to Americas Leadership Team in support of accurate and timely decision making.• Acted as Americas liaison to the WCS Global Reporting team.• Developed and provided primary support for numerous proprietary software tools providing increased levels of productivity for the field organization.

Prepared and presented revenue / expense analyses and financial projections on a monthly, quarterly, and annual basis.• Identified financial trends and alerted senior leaders of developments in service environment that could impact future financial performance.• Supported key profit improvement initiatives by completing revenue and cost research, revenue and cost out-looking, and margin analyses.• Developed and provided primary support for several proprietary software tools providing increased understanding of financial performance as well as improved forecast accuracy.