Senior Production Support Administrator, Retail Advice Technology 2016–Present• Manage the collection of production support data elements and system health metrics related to advice technology. Develop and provide accurate, reliable, comprehensive reporting to key stakeholders and business partners.• Apply process definition, improvement and design methodologies to identify, analyze and improve business processes to enhance quality, reduce costs, increase efficiencies/productivity and drive customer satisfaction.• Coordinate the research and resolution of technical issues and production incidents related to advice management applications by collaborating with IT and internal business clients to diagnose and troubleshoot system degradation and failures. Test Analyst/ Lead, Fund Financial Services, Brokerage Services, Retail Investment Group 2003-2016 • Review documentation for technical accuracy, define test strategies, create test scripts based on relevant business processes. Develop test schedules that correspond with designated deadlines and milestones. • Work collaboratively with business groups, technical teams and external vendors with product design and requirements gathering. • Provide active communications and analysis regarding issue resolution, stakeholder engagement and risk management for milestone reviews.Service Associate, Retail Investment Group 1998 - 2003 • Developed change management education materials for retail processing areas, facilitated training sessions and provided production support. • Authored Exchange/ Transfer matrix; used to create internal and external user interfaces for straight through processing of exchanges and transfers for WAVE system.• Worked directly with clients, operation areas and external vendors to investigate and resolve client issues related to financial transactions. Ensuring all documentation, communications, and resolutions were in compliance with internal guidelines and external regulations.

•Designed and implemented workflows to place the department’s enforcement efforts into compliance with State and Federal guidelines. •Established defendant location processing procedures that improved quality of defendant notice mailings resulting in increased hearing attendance and defendant apprehension.•Participated in data preparation efforts to transition local record keeping and scheduling systems/processes into statewide network (PACES).