Assume administration over Laserfiche ECM system, ensuring the servers are always available and online. Oversee management of the internal bankruptcy-tracking system managed within this software suite and provide immediate support to the Legal department. Supervise IT Operations team responsible for all file exchanges and processing between Harris and clients. Ensure resolution of outstanding/urgent issues. •Established custom call metric reporting, providing executives data-driven insight into call center performance, employee utilization, and revenue growth rate. Instrumental in securing multimillion dollar contract with one of the country's largest states, proving reporting capability for 100K calls/month.•Saved $10K+ savings in vendor fees yearly by developing processes to relocate the call center’s letter storage in-house. •Coordinated development efforts between in-house and external resources by building and implementing an internal payment processing portal within Laserfiche that was utilized by entire collection staff and payment processing teams. •Built and implemented system within Laserfiche, allowing received correspondence to be converted to an electronic file and routed to the appropriate department/resources. •Completed migration project from AutoMate BPA 10 to BPA 11, building a dashboard to track SSH sessions opened by AutoMate daily as they now exceed 100k per year. More insight and reporting was required to ensure reliability and availability.

Acted as Subject Matter Expert (SME) of IT automation and IT operations processes. Served as mentor to members of both teams. Created, documented, and maintained development standards for the automation of business processes. Assumed administration over in-house commission tracking software utilized by 250+ Collection Representatives and ensured the server was always available and online. •Trained multiple resources to develop business process automation scripts and coordinated efforts, ensuring business processes migrated efficiently. •Conducted cost-benefit analysis and proposal to migrate from AutoMate BPA 9 to AutoMate BPA 10 and served as project manager during conversion. Fully virtualized the environment and expanded to 5 servers. •Enhanced features within in-house commission tracking software, building in additional functionality within VB .NET program and optimizing/enhancing database constructs within the MySQL Server. •Developed custom call metric reporting, providing executives data-driven insight into call center performance, employee utilization, and revenue growth rate. Instrumental in securing multimillion dollar contract with existing clients, expanding into the customer care sector.

Maintained vendor and 3rd-party programmer relationships. Worked with external developers to integrate custom programs into daily processes. Assumed administration over Harris’ proprietary payment tracking system, housed on two virtual servers. Accountable for configuring the system, reporting, UAC, ensuring the servers were always available and online, as well as conducting Windows Updates. •Recognized with “Employee of the Quarter” award for Q3 2015.•Documented and streamlined procedures, enhancing current credit merchant processing system.•Designed and implemented Intra-Day ETL process to stream transaction data from primary information system (Columbia Ultimate Business Solutions) into Harris’ proprietary payment tracking system, allowing near real-time metrics for operational staff to monitor daily collections. •Created MS SQL Server database constructs to build automated reporting solution, creating metrics used to analyze business performance and adjust Dialer Campaigns as business needs dictate.•Took over license management of AutoMate BPA 9 and added one virtual server, increasing performance of the system.

Managed all file exchanges and bulk data entry/processing loads for 65+ clients and vendors. This includes file retrieval from SFTP sites or various other means, delivery of any reporting created, and archival of the files for retention. Administrator of AutoMate BPA 9 environment (2 physical servers). Ensured the servers were always available and online, as well as conducting Windows Updates. Trained 4 operations staff during the dates of this title, then 4 additional users over the subsequent years to monitor and manage AutoMate workflows in order to ensure timely delivery of client reports.•Acquired and completed a migration project from the previous AutoMate BPA 7 environment to AutoMate BPA 9.•Sole developer of automation scripts, automating 800+ business processes, reducing the cost of operations by 6,000+ work hours.•Produced 40+ custom reporting programs using a combination of PICK programming language and Excel VBS, then automated the process to guarantee no additional labor needed.•Led a project to develop internal software to be used to track errors in AutoMate BPA 9 by designing and building database tables and triggers in MS SQL Server to automatically report failures into an isolated database table. Coordinated with development resource to build the application in VB .NET. This project created in-depth failure reporting allowing the identification of troublesome processes that needed to be reviewed.

Lead a team of 10+ account representatives through daily collection operations. Communicating daily goals, and monitoring progress throughout the day. • Collaborated with management to identify deficiencies in operations, and provided solutions.• Mentored new employees, and educated them on industry standards and best practices.• Identified, initiated, and facilitated resolution of technical issues.

Member of a FDCPA compliant third-party debt collections team, servicing more than 80 client hospitals and utility companies.• Used the automated dialing systems, Touch Star and Interactive Intelligence, to make and receive calls 200+ calls a day.• Contacted debtors and offered payment solutions for past due medical and utility accounts.• Assisted in the training of multiple new employees on all aspects of the position. • Recognized by superiors for promotion to team lead.

• Served as immediate customer service contact.• Performed 120+ member inquiries and transactions on credit union accounts.• Verified and inspected all forms of currency. Maintained cash-box containing $15,000.00+.• Identified areas inhibiting members from being financially successful. Educated members on available products and services.• Maintained all branch records of transactions, ATM, loan, and daily balancing for up to 2 years.

Member of a first party collections team. • Educated patients on insurance benefits and assisted them in finding a payment solution.• Handpicked to pilot new scripting process that yielded a $21,743.21 increase in collections its first week live.• Assisted in the training of 10+ new employees on all aspects of the position.• Provided immediate IT support to 20+ users. Troubleshot software and hardware based issues within Microsoft Windows, and additional applications used while providing either resolution for the user, or diagnosing issues for IT.

• Registered and collected payment from diagnostic and immediate care patients, as a part of a 4 specialty based hospital facility.• Broke down medical charts, post patient visit, and scanned into EMR program (Solcom).• Resolved account insurance discrepancy, by verifying patients' active insurance coverage, resulting in zero delay in claim process.• Trained veteran Borgess employees to better understand front end collection process, yielding higher collections.

Led 20 trainees in McDonald’s operations including, food safety, customer service, food operations, and payment transactions. Responsible for store operations in absence of floor manager.  • Successfully displayed sound performance in all aspects of McDonald’s operations, resulting in being solely recognized for the Management-In-Training program• Implemented alternative process, in lieu of equipment failure, allowing ability to maintain overall operations without delay