• Coordinate w Product Owners and Stakeholders to evaluate customer needs• Served as Product Owner for the development of new fraud-detecting software products. I partnered with multiple groups to create product roadmaps, define product vision and drive go-to-market initiatives.• Drive Agile project delivery, coordinate all phases of product development and delivery, analyze customer data, and create user stories to validate new features.• Analyze feedback and data from customers• User data collected to identify server and desktop vulnerabilities/security threats• Track and report all new and existing vulnerabilities to ensure bank safety from fraud and threats• Acts as a liaison between client area and technical organization by planning, conducting, and directing the analysis of complex business problems to be solved with automated systems• Manage vulnerabilities through the ServiceNow tracking and ticketing system• Escalate to the Consequence Model when SLAs are threatened or in jeopardy of being missed.• Creating and maintaining Excel Power Query and Pivot reports for both leadership and application teams.• Serve as a liaison between other technical staff, management, users, and vendors regarding service requests, usage, standards, security, and other technical matters.• Manage multiple large projects across multiple Customer Information Systems.• Design, implementation, support, monitoring, and maintenance of infrastructure software platforms, including but not limited to server/client operating systems.• Provide technical services including installing and maintenance of Linux, Windows, and Middleware services whenever necessary.

• Serve as a liaison between other technical staff, management, users, and vendors regarding service requests, usage, standards, security, and other technical matters.• Manage multiple large projects across multiple Customer Information Systems.• Design, implement, support, monitor, and maintenance of Duke, Legacy Progress, SE Legacy, MW Legacy, FL Legacy, and NC Legacy infrastructure and services• Provide day-to-day operational support for existing infrastructure services and users of those services, and project-based work leading to the development and deployment of new infrastructure services.• Design, implementation, support, monitoring, and maintenance of infrastructure software platforms, including but not limited to server/client operating systems.• Provide technical services including installing and maintenance of Linux, Windows, and Middleware services whenever necessary• Conduct weekly, monthly, and ad hoc meetings with all current Project Managers to discuss status and issues• Provide environments assignments and access to all projects• Complete Environment and Database refresh activities• Coordinate all activities for Project Managers in regard to current projects

• Installation and Administration of Redhat Linux and Solaris • Highly proficient in diagnosing and troubleshooting issues within a Linux environment• Onboarding and Training of new SA’s• Technical document writing and documentation of new processes• Identifying and addressing system weaknesses and vulnerabilities• Build Linux Physical and Virtual Servers• Perform various duties in the onsite Data Centers when needed

• Handling multiple accounts and roles as IT Administrator, Business Analyst and Project Manager• Unix Academy Top Graduate• Sun Solaris10, Redhat, AIX, HP and Linux platforms• As group liaison, I work alongside clients (both internal and external), Upper Management, and various Systems support groups to bridge client’s needs with various technological resources to maximize production with minimal cost.• As Project Manager, I manage multiple technology and business projects (most of which I implement myself). I ensure customer satisfaction with a detailed QA (quality assurance) process with client feedback.• Perform technical tasks such as host builds, upgrades, refreshes, decommissions, break-fixes, etc. I am able to manipulate Operating Systems, Databases and Applications through scripting, and direct handling.• I work with current resources and develop new ones for continued excellence in client production• Ensure new and current employees meet or exceed current training and compliance requirements• Collect, store and update data logs for performance tracking purposes• White Belt, ITIL and Six Sigma training

• Build Supplemental benefits web-based DB2 Database Enrollment sites to facilitate employee web-based benefits enrollment• Analyze and document business and systems functional requirements• Track all new database request from field Sales Agents through Microsoft Access and DB2• Manage sales, business and technology projects• Assist field sales agents with necessary documents and collect information for accurate benefits enrollment• Collect, manipulate, secure and import employee and family personal information using Microsoft Excel linked to main secure Web-based and Access Database• Create and assess quality assurance checklist to ensure accuracy before Database release• Conduct mock enrollments to ensure Databases work properly and at clients’ request using DB2, Microsoft Word, Excel and Access• Worked as part of company quality testing effort for release of new version of main Web-based Database for benefits enrollment. Utilized Microsoft Excel to conduct test, and Microsoft Access to store, update and transfer data.• Audit Benefit Election forms for accuracy after enrollment• Clerical task to ensure proper storage and security compliance of sensitive customer data

• IT helpdesk analyst promoted to Business Analyst then Manager all based on performance and results• Ensured all team members submitted their time worked accurately. Tracked and approved “time-off” requests, sick time of each team member. Ensured all time-sheets were verified and submitted in a timely fashion.• As Department Lead Supervisor, I was responsible all team members, business and technical activity in my department. • As Business Analyst, I carried a major responsibility of first establishing client needs, then finding the proper technological tools for best production, then worked alongside the team I managed to ensure the needs were consistently met and exceeded.• Worked directly with Upper Management, and Company Heads to establish their needs, then worked with resources (sometimes engaging and developing new solutions) to address their needs with excellence.• Performed sales and marketing demonstrations for new and potential Customers.• Collected, verified, analyzed, and documented business and system technical requirements. • Collected, tracked, logged, and edited for accuracy daily, weekly and monthly service reports for customers detailing service calls versus the number or remote fixes, service response levels, charges for technician visits, etc. to show compliance with our original contract agreements. Used Microsoft Word, Excel and Access to collect and accurately communicate this information to clients and stored all information for future reference and possible audits.• Train new associates to access and utilize company tools including company Databases, network links, email and demonstrations on ways to use Microsoft tools as well. Ensured employees were well trained to handle our company needs and workload. Individual and re-training when needed.• Utilized compliance records, report data and level of client satisfaction to develop new areas for training.

Responsible for operating the proof machines, examine and MICR encode bank documents, and inspect and correct customer and teller errors on documents to ensure accuracy from customers and tellers

Customer Service Professional/Sales Install new customer accounts remotely in an in-bound call-center environmentAssist with new and existing customer questions and concernsMonitor call times and responses for accuracyManage group progress to assure service level agreements are met