Actively serving in the capacity as an emergency management specialist supporting Direct Housing Assistance in response to the Presidentially declared disasters for Individual Assistance. • Providing subject matter expertise to support development of direct housing regulations, policy, and guidance.• Providing guidance to stakeholders when questions arise related to direct housing regulations, policy, and guidance.• Conducting analysis on implementation effectiveness in accordance with regulations, policy, and guidance.• Managing complex initiatives that align with regulations, policy, and guidance.• Applying project management principles to establish realistic and achievable results.

Served as an Assistant Teacher in a Public High School with a focus in Special Education math. Assist in executing student lesson plans with ninth and tenth graders.

Assisted in the facilitation of business loans to small businesses. Provided continuous support and leadership in areas of quality customer service and problem resolution for internal and external customers.• Explained product and services to interested merchants and businesses.• Organized and cultivated inbound leads and make outbound calls to qualified candidates.• Processed and presented loan options to business owners.• Managed pipeline “leads” and follow up on the collection of necessary documents.• Worked closely with underwriting team to ensure that loan contracts such as renewals or quotes are issued and changes are recorded correctly.• Analyzed & reviewed new client applications and screen applicant eligibility based on certain criteria.• Cross-trained new employees in department processes and equipment to ensure production competency.• Organized weekly meetings with team to discuss and resolve issues, ensure calls and inquiries were processed expediently and identify suggestions for continued process improvement.• Served as document writer and technology liaison to maintain strong working relationship between IT and sales team.• Created and utilized Excel master spreadsheet to track progress of approximately 6,000 customer leads and report viable output to senior management for review.

Performed day-to-day health monitoring, AutoSys administration, trending and alerting of the SDLC systems, resolving end-user issues, and collaborate with development and support teams on security and escalation requests.• Created a comprehensive training curriculum and trained hundreds of end-users, resulting in a high level of user confidence and increased efficiency.• Served as SME and training liaison in the successful transition from AutoSys to Procmon. Elimination of legacy scheduling system resulted in annual cost savings of $350,000.• Manage the execution of the bi-annual distributed scheduling user recertification as mandated by SEC compliance regulations.• Established data mining procedure to extract critical system data for Controllers and Tax Department periodic audits. This has resulted in an $1.5 million cost savings when filing returns over 3 years.• Managed the automated implementation of the global scheduling calendar database. This resulted in elimination of manual intervention and a 25% increase in staff efficiency.• Instituted a formal process documentation and change control system.• Developed several electronic training and user guides along with operational runbooks with Hyperlink functionality, accelerating the new user training process.• Provide functional and technical support to hundreds of end-users of distributed scheduling applications, such as AutoSys and Procmon, resulting in frequent positive feedback to IT.• Managed out of business hours’ technical on-call rotation support and change management.• Prepared comprehensive incident support for clients, including rapid problem resolution followed by root cause analysis with a focus on proactive prevention and knowledge transfer.• Maintained ongoing communication with support teams regarding application issue resolution and general workstation management.• Provided client support and technical issue resolution via e-mail, phone and onsite visits (level 1 & level 2 support).

Team leader in the training and supervision of the firms’ compliance document retention system efforts.• Managed the ingestion and retention of firms’ compliance data and financial reports.• Supervised and trained staff in document retention and electronic imaging of the firms books and records using the Excalibur Imaging System.• Maintained and developed client relationships with business users in event of SEC investigation and facilitate the secure data extraction as required.• Coordinated the scheduling of application system updates for the regulatory compliance system.• Performed document retention analysis and investigation of failed and missing reports, execute document indexing and enabled security entitlements.• Developed and maintained user guide documentation on proper ingestion and retention of compliance data practices.• Managed SRS schemas, application updates, user profile and security entitlements and implement script releases for the Compliance Data Management functions.• Prepared client proposals and presentations for individual and corporate tax return package distribution.