Remi Kruk Email & Phone Number

Atlanta Metropolitan Area

Greater Chicago Area

• Worked closely with the executive team to outline the product vision & a feature road-map for a SaaS web application specializing in the disposition of foreclosed real estate assets.• Analyzed & documented client needs through the creation & elaboration of user stories.• Developed, prioritized & groomed the product backlog using MS Azure DevOps to ensure requirements traceability & alignment with the organization’s strategic vision.• Identified features to release & coordinate efforts to communicate the latest changes to the product’s user-base.• Shared responsibility guiding the organization towards adopting further Agile methodology best practices.

Greater Chicago Area

• Led the business analysis effort on projects varying from small functional changes requiring less than 25 work hours to complex web service integrations spanning 2,000+ work hours.• Worked directly with the executive team to develop, validate & prioritize our evolving feature roadmap.• Shared responsibility for backlog grooming, iteration planning & requirements traceability using Microsoft Azure DevOps for a cross-functional development team of 15+.• Worked directly with Development and Quality Assurance teams through the entire Software Development Life Cycle (SDLC) to ensure timely project delivery, manage client change requests & implement feedback from User Acceptance Testing (UAT).

Greater Chicago Area

• Coordinated continuous software enhancements for numerous Real Estate Owned (REO) servicing companies, financial institutions & valuation companies ranging from high-growth startups to fortune 1000 companies.• Accumulated 1000s of hours of experience translating business rules and processes into functional system requirements in the ongoing Software Development Life Cycle of an online REO, Valuations & Short Sale SaaS platform managing billions of dollars in REO assets.• Created & managed Statements of Work (SOWs) & Functional Specification Documents (FSDs) to ensure project timelines were met and deliverables were aligned to client expectations.• Developed workflows, process models, test cases & end user documentation for continuously evolving system processes.• Assisted in designing application processes and user interfaces with a strong commitment to usability & user experience (UX).• Supported the pre-sales team weekly by providing product demonstrations, workflow analysis & software recommendations to potential clients.

Greater Chicago Area

• Monitored and adjusted Help Desk processes to ensure consistent, high-quality support to 100s of simultaneous users.• Served as a point of escalation to provide high-profile clients with advanced training, workflow evaluation & software enhancement recommendations.• Analyzed ticket trends and coordinated with QA, Support & Development teams to implement software solutions.• Coordinated communication & analyzed feedback from dozens of beta testers during pre-production beta testing sessions.

Glencoe, Il

• Opened, tracked & closed tickets for the organization’s web application utilizing Kayako Fusion ticketing system for tens of thousands of users while maintaining a 5-star rating.• Resolved several 1000 tickets with over a 90% first level resolution rate utilizing the Kayako Fusion ticketing system.• Discovered, tested & helped resolve 100s of bugs for a web-based application managing over $5 billion in REO assets.• Wrote highly rated knowledgebase articles directly resulting in a 10% - 15% decrease in tickets for related issues.• Provided internal desktop, laptop, phone, mobile device, printer, email and network support to over 30 users across 2 locations – vendors included Cisco, Microsoft, Apple and others.• Serving as the first point of contact, assisted in managing several client accounts totaling hundreds of thousands of dollars in annual revenue.

• As a Fire Team Leader, lead a 4 man team in various operations across the Iraq theater of operations - including Stability and Support Operations (SASO), conventional warfare and raids on High Value Targets (HVTs) across the Al Anbar province.• As a Patrol Leader, lead teams with up to 20 personnel to gather & analyze intelligence and achieved the highest success rate of weapon cache discovery in designated Area of Operations. • As part of a 3 man team, was responsible for the input, management, security, screening and analysis of electronic biometric data of thousands of Iraqi Soldiers/Police.• As Platoon Radio Operator, independently maintained, troubleshot, issued and provided training in the use of 30 pieces of communication equipment to a Marine Rifle Platoon.

Bachelor Of Applied Science (B.A.Sc.), Network & Communications Management

Associate Of Science (A.S.), Network Communication Systems

Completed 32 credit hours, transferred to B.A.Sc program.