Ronald Gallo Email & Phone Number

Gathers client specifications for product offerings, pricing/lock policies, margins, overlays and user set upCompletes initial configuration in CompassPPE (CPPE) and conducts testing to ensure set up is accurateGuides clients on how to maintain their CPPE configuration and policiesDevelops project plans and keep projects on track to meet target objectivesSupports clients in on-going CPPE activities and transitions to new featuresReviews CPPE audits and quality control reporting to ensure accuracyProvides support to the Product team with suggested improvements and feedback on product featuresAssists the Product team with development of new feature specificationsTests new product features and ensures they are functioning with client accountsConducts regular meetings with clients to provide strategic and tactical direction related to products and pricing

Jacksonville, Florida Area

• Responsible for production support relationship management for one or more assigned clients strategic to the enterprise. • Serve as a primary production support escalation contact and client liaison with the responsibility for client communication, client reporting, incident management and the overall management of client relationship from a production support perspective.• Identify areas where continuous improvements within the OT client support structure/model can be applied.• Maintain contact with client at an executive level, focusing on the strategic nature of the relationship; representing the enterprise to the client and the client to the enterprise.• Work closely with client and internal partners on ticket management and incident resolutions.• Work to refer opportunities for non-production support requests to Client Delivery, share information with Client Delivery partners that may assist them in providing billable SOW support.• Manage production support, client communication and SLA reporting in accordance with contract requirements.• Identify areas where client may be contacting OTCS for non-production support issues, and provide recommendations to clients on how to reduce/eliminate non-production support volumes.• Daily hours review and approval for all assigned uKnight projects• Monthly forecast and invoicing review (for clients with production support SOWs)

• Worked across multiple technical groups as the QA lead responsible for projects test plans, test strategies, test scripts and script execution.• Responsible for testing the Lending Space and Empower Mortgage Application for BKFS clients• Worked with BKOT Production Support teams to test issues occurring in client production environments.• Created test cases for BKOT to deliver to clients to test fixes in client environments.• Led QA testing and test case creation for Lending Space projects and enhancements. • Tested and scripted for databases using Microsoft Server SQL.• Reviewed business requirements and design specifications to ensure traceability and testability.• Created test scripts that include component testing, integrated and system test coverage for the change being implemented.• Defined and tracked quality assurance metrics such as defects, defect counts, test results and test statuses.• Collected and analyzed data for software process evaluation and improvement; integrating them into business process. • Documented all software problems found and assisted in their resolution.