• Worked, from the technical side, on multiple Enterprise Allegation Platforms designed to trace, investigate, and disposition allegations and complaints towards team members, team groups, customers, and/or third parties outside the bank• Worked closely with the POs (Product Owners) and LOBs (Line of Busyness) to analyze BRDs (Business Requirement Documents) for technical needs, issues, new requirements, and onboarding new platforms• Reviewed and analyzed, with POs, the approved BRDs and created the FSDs (Functional Specification Documents) to link the details to design the product accordingly, including new onboarding platforms and platforms already in Production under the EAP group• Designed UI in Axure RP8/9 to help visualize the UI, workflows and actions represented in the FSD (Functional Specification Document) for new requirements, change requests, fixes, including, but not limited to new onboarding platforms in the EAP group• Worked closely with developers regarding new technical needs, issues, and new requirements, prioritize requests’ needs, including new onboarding platforms, using AGILE style for best delivery progress• Utilized Jira to track progress in development, tests, stories, and fixes• Participated on weekly meetings with Project Managers regarding BRDs, FSDs, CRs (change requests) for all types of changes, LOB approvals, and anything pertaining to the success of the project’s completion• Participated as main SCRUM MASTER person for onboarding projects, meeting with developers to evaluate our progress, blockades, and to prioritize workload as needed• Participated in Enterprise meetings as SCRUM MASTER to track progress of the new initiative and migration into the new AGILE/Jira site • Tested and validated with QA and users in SIT/UAT environments prior to releasing new changes into Prod environments• Created User Guides for new tools added to the core platforms, including AXURE RP UI designs to help users understand the process better

• Responded and addressed issues from users using the application in the back office (PC) and mobile applications for Windows and Android, which included a wide range of modules like inventory, AR, AP, bank reconciliation, scheduling, work orders, mail campaign, and Crystal reports• Planned and performed application updates and full SQL Server migrations• Backed up and restored Databases, wrote/ran SQL queries to research, analyze, update, and troubleshoot data, also pulled data for reports, and worked with the development team to investigate and correct software bugs and deficiencies• Taught proper usage of the application’s procedures and modules, and created guides and walkthroughs • Helped users by analyzing their needs and finding out what the best path would be, either by going over reports, modules, offering custom solutions, and/or searching for best practice ways to perform certain tasks

• Responded and addressed issues requested by users and developer teams including performing failover (Disaster Recovery) processes • Planned, tested and performed application releases working closely with developers, Middleware/Websphere, DBAs, and other key resource teams Including writing and testing .jill scripts for application enhancements• Used JIRA to track issues, fixes, tickets, and stories regarding problems with the applications or enhancements• Analyzed applications to prevent issues and impact to users recommending upgrades and new enhancements to developer teams and created new admin/user guides and TRPs (Technical Recovery Plans) documentation • Brought new ideas to create new and reform old procedures to expedite better service to users and on-boarded new applications to our team/group for support

• Assembled and maintained computers by incorporating new software for protection and performance enhancement• Created and maintained websites as well as performed back-ups• Trained and instructed customers in a number of categories in computer maintenance and other IT related subjects