Luis A. Palacios Email & Phone Number

California, United States

• Managing projects and systems for highly complex systems to support Commercial LoanService’s Operational needs.
• Administer loan systems for proper roles and controls.
• Develop test plans and strategy for proper process improvement projects.
• Develop process flow to support automation and to gain efficiency.
• Identify root causes generated by system and provide solution to mitigate risks.
• Lead ongoing financial analysis of processing issues that may negatively impact client service delivery.

 Responsible for ensuring that the BSA AML system/application is being leveraged appropriately in order to achieve maximum capacity. Assists the Data & Systems Manager and BSA Officer in implementation of changes to operational and application components to meet business requirements. Oversee the deployment and upgrades to electronic automated AML.

 Ensured that current systems and applications are being leveraged appropriately in order to achieve maximum capacity. Provided system analysis and updates to various committees and senior management as requested. Worked with employees to thoroughly understand the customers’ needs in order to properly translate the issue to project deployment. Acted as.

 Produced technical documentation for new and existing applications. Prepared and present reports to management as needed. Identified opportunities that can improve efficiency of business processes. Kept applications up to date with monthly updates/patches and document enhancements. Performed system testing. Assisted in troubleshooting software.

 Provided one-on-one end-user problem resolution over the phone and in person for all bank employees. Coordinated timely repair of PC computer equipment and software. Trained, coached and mentored Help Desk Technicians. Assisted in supervising the IT- Help Desk. Logged all customer interactions in a ticket tracking system.

 Diagnosing, troubleshooting and resolving client issues with hardware maintenance.  Supervised technical call center operations by communicating effectively with technical and non-technical staff. Assisted in supervising the IT- Help Desk and Network Operations Department. Assisted over 800 employees with system software. Oversaw software.

 Performed hardware and software installations and upgrades.  Resolved problems and took appropriate corrective action when needed.  Interacted with IT staff and vendors in performing complex testing, support and troubleshooting.  Documented standards and operating procedures.  Acted as a technical resource to IT staff and system users.