Sheila Ruark Email & Phone Number

Coppell, Texas, United States

-Perform Servicing Operations data analytics and reporting-Prepare Loan Servicing - Operations Monthly Business Review (MBR) presentation for Executive and C-Level reporting using Key Performance Indicators (KPIs) -Automate and improve existing KPI and MBR processes-Prepare Loan Servicing Operations weekly update for Executive and C-Level reporting-Designer and owner of Mortgage Operations SharePoint sites using SharePoint in Microsoft 365 (modern) version-Create team organizational charts using Visio-Track special projects as assigned

Plano, Texas

o Manage assigned Governance projects through completion. o Build SharePoint sites for use by Line of Business (LOB).o Create Standard Operating Procedures (SOPs), Work Instructions, and Reference Documents for each LOB.o Designed and created Word templates for all document types.o Created process flows for SOPs.o Uploaded drafts in SharePoint for review and approval by LOB process owners.o Created and maintained Document Progress Report to track the status and hours to completion for 100+ documents.o Assist with data analytics and reporting using Microsoft SharePoint, Microsoft Access, and Tableau.

Plano, Tx

o Manage assigned Governance projects through completion. o Build SharePoint sites for use by Line of Business (LOB).o Create Standard Operating Procedures (SOPs), Work Instructions, and Reference Documents for each LOB.o Designed and created Word templates for all document types.o Created process flows for SOPs.o Uploaded drafts in SharePoint for review and approval by LOB process owners.o Created and maintained Document Progress Report to track the status and hours to completion for 100+ documents.

Plano, Texas

o Converted content into Standard Operating Procedures (SOPs), Work Instructions, and Reference Documents for each Line of Business (LOB).o Designed and created Word templates for all document types.o Created process flows for SOPs.o Uploaded drafts in SharePoint for review and approval by LOB process owners.o Created and maintained Document Progress Report to track the status and hours to completion for 100+ documents.

United States

o Worked in Global Communication Management (GCM) with over 25 Technical Writers to complete document change requests (DCRs).o Created and updated Standard Operating Procedures (SOPs), Work Instructions, and Reference Documents for each line of business (LOB) in structured FrameMaker 15.o Met with Subject Matter Experts (SMEs) in LOB for document details.o Created and imported Visio process flows into SOPs.o Uploaded drafts in SharePoint for review and approval by LOB process owners.o Produced and secured final documents using Adobe Acrobat Document Cloud (DC).o Published final documents on team SharePoint sites using Hypertext Markup Language (HTML) code.

Dallas, Texas

o Created and updated the Bank and the Holding Company (and its subsidiaries) Policies and Procedures (P&Ps) in Adobe FrameMaker 17 and Microsoft Word based on state and federal regulatory guidance.o Monitored accounts for Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Custer Identification Program (CIP), Office of Foreign Assets Control (OFAC), Uniting and Strengthening America (USA) Patriot Act compliance (including Customer Due Diligence [CDD] and Beneficial Ownership for business accounts) using Patriot Officer by GlobalVision and Silverlake by Jack Henry.o Tracked banks activities for Community Reinvestment Act (CRA).o Tracked completion of compliance related issues.o Tracked completion of 2nd line of defense (LOD) monitoring and testing compliance with banking and mortgage regulations.o Maintained Compliance workspace in Microsoft SharePoint.o Assigned and tracked training for all bank employees in American Bankers Association (ABA) Learning Management System (LMS).o Other special duties as assigned.

Dallas, Tx

o Created Manual templates using FrameMaker 17.o Converted 100+ company Banking Policies from Microsoft Word to FrameMaker 17.o Created and updated the Bank and the Holding Company (and its subsidiaries) Policies based on state and federal regulatory guidance.

Coppell, Texas

o Managed centralized publishing of Investor Services procedures, process flows, and training material. This entails working with all Investor Reporting (Fannie Mae, Freddie Mac, Ginnie Mae, and Private investor reporting), Investor Accounting, Modification Research, Acquisition Support, and Advance Management teams.o Create, maintain, and coordinate Business Continuity Plan for Investor Services team.o Created and maintained SharePoint sites (designer and administrator rights) for the entire team.o Produced various reports for team to upper management in Excel.o Managed audit support team who handled incoming audit requests and handled daily, weekly, and monthly controls.

Plano, Texas

o Researched, organized, developed, and created procedures for Loan Modification Management (LMM) Trial Payment Monitoring team using Microsoft Word, process flows using Visio, and Training material using PowerPoint.o Created, maintained, and coordinated Business Continuity Plan for LMM team.o Created and maintained SharePoint sites (designer and administrator rights).o Maintained team Shared drive and Discovery (archive) site.o Created executive communications to the team.o Provided requested data to auditors.o Performed all administration operational functions for the team including staff on-boarding, system access requests, Outlook Distribution Groups, Capacity and Workforce management, organizational charts, and more.

Plano, Tx

o Researched, organized, developed, and created technical publications in Adobe FrameMaker (portable document format) for company developed Contact Center Suite systems and software. o Produced Installation, System Administration, and User guides.

Dallas, Tx

o Researched, organized, developed, and created documentation in Microsoft Word for FedEx Office Center Server Refresh project. This project includes documenting new server hardware, operating systems (Microsoft Windows 2008 Server and VMware), databases (Microsoft SQL 2008 database), virtualization software, management software (Microsoft System Center Suite including Configuration Manager, Operations Manager, and Virtual Machine Manager), and FedEx Office applications deployment in 1,900 worldwide FedEx Office Centers.o Created and administered team and public SharePoint sites (administration rights).o Documented test cases results.o Tracked completion of required documents for committee approval.

Plano, Tx

o Created, edited, and finalized Marketing AlliancePlus Program Best Practice Guide for Bank of America. This entailed Interviewing 15 Account Managers responsible for managing the relationship between Bank of America and MAP account business partners and documented all of the Best Practices the Account Managers used to complete daily, weekly, and monthly tasks. o Updated Resource Guide/Process Manual that the MAP Program office used in their day-to-day operations for standardization.o Created and maintained MAP team SharePoint site (administration rights).

Frisco, Tx

o Managed monthly webcasts for McAfee partner access (both audio and presentations) and the production of the McAfee Partner Perspective newsletter.o Managed timelines for projects, requesting content from numerous executive sources, placing the content into template format, and sending the details to outside vendors for production.o Created McAfee partner communications in Eloqua and sent them out through e-mail blasts.o Updated Partner Portal in Interwoven including posting new McAfee announcements, events, and product and promotion details.

Plano, Tx

o Researched, organized, developed, and created technical publications in Adobe FrameMaker (portable document format) for a company developed handheld mobile computer application. Publications included installing, using, and troubleshooting the handheld mobile computer application on three different handheld mobile computers that over 16,000 representatives used in retail stores to perform audit, survey, display, and scan projects.o Updated the My Training intranet site using Macromedia Dreamweaver.o Created and updated Training Department SharePoint site (administration rights).

Addison, Tx

o Converted 3,000 page employee intranet site for extremely large mortgage company from Classic ASP to .NET platform using Macromedia Dreamweaver. Project consisted of working with more than 10 Technical Writers writing in both platforms during conversion and required direct communication with writers during all phases of the conversion.o Updated content of intranet sites on development server according to internal company requests, sent quality assurance server link(s) to requester for review/approval, and requested publishing to production server.o Completed troubleshooting such as completing searches to determine where broken links existed, identifying pages that included terminology that was to change, and solving code errors. o Used Microsoft SharePoint (administration rights) to update status of project tasks and store documents for project.

Plano, Tx

o Supervisor duties included managing a small staff of Technical Writers, creating and updating a Technical Publication Guide to assist staff members with standard writing practices for company, creating Adobe FrameMaker templates, project planning, ensuring project deadlines were met, staffing, and employee reviews. o Technical Writing duties included researching, organizing, developing, and creating technical publications in Adobe FrameMaker (hard-copy and portable document format) for company developed Access and Enterprise Telecom systems and software. Produced System Description, Installation, Operation, User Interface, Maintenance, and Troubleshooting guides, as well as Release Notes. Created and updated online HTML Help files to integrate into the user interfaces (desktop and web-based applications).o Specialty duties included assisting Quality Control department with performing interim audits in preparation of annual ISO 9001 certification audit, Marketing with updates to company internet site, and Verification Testing with updating ClearCase to close out testing tickets that were complete but left open causing inaccurate completion counts to be reported to upper-management.

Dallas, Tx

o Developed technical publications managed by the Technical Writing department for company developed systems and software. Development included complete management of all phases of the documentation project including initial analysis and estimate, information gathering, design of deliverables and distribution of finished product.o Quality assured consistency of user’s, report usage, technical reference manuals through verification, testing, editing, grammar and proofreading, organizing department structure, converting manuals from BookMaster to FrameMaker as well as establishing FrameMaker templates for department use. o Assigned the responsibility of gathering internal operational procedures from each company department, updating the contents, and adding procedures to an on-line database in Lotus Notes for easy assess.o In the year 2000, became an active member of the Quality Challenge Focus Group, as well as the Change Control Management Committee.

Dallas, Tx

o Assisted CEO with foreclosure outsource group. o Duties included writing internal procedures, letters and memo's, ordering supplies for full office, preparing foreclosure referral packages and mailing packages to designated attorney for large mortgage company monitored in-house, calculating weekly volume of foreclosure referral packaging handled by six outsource groups nationwide, and mailing documents prepared by the attorney to mortgage company for execution. o Assisted owner (law firm) and CEO with collection of accounts receivable.

Dallas, Tx

o Trained and monitored tax processors ensuring accurate and timely performance of duties. o Other duties included writing and updating the Tax department internal procedures manual, staffing, time management, and employee reviews. o Audited individual states for open items, delinquent taxes, and prepared loans for bulk escrow analysis.o Contact person for First American Real Estate Tax Service (FARETS) on contract establishment, legal descriptions verification, and tape/direct pay reporting.

Dallas, Tx

o Trained and monitored insurance and tax processors ensuring accurate and timely processing of hazard insurance, forced placed coverage, REO binder/liability coverage, Private Mortgage Insurance (PMI), FHA/RBP Insurance, Optional Life/Accident and Health Insurance, and property taxes.o Responsibilities included writing and updating the Hazard and Tax Departments internal procedures manuals (i.e. hazard insurance, PMI, FHA/RBP, optional insurance and taxes), approving PMI deletions based on investor guidelines, and problem solving in conjunction with senior management.

Dallas, Tx

o Answered an average of 100 incoming telephone inquiries daily pursuant to questions regarding taxes, hazard insurance, loan assumptions, foreclosures, bankruptcies, and collections. o Duties included responding to correspondence received from borrowers, documenting return mail, and performing bulk and interim escrow analysis. o Specialties included setting up, disbursing and reconciling Private Mortgage Insurance (PMI), FHA/RBP insurance, and optional Life/Accident and Health Insurance.o Other roles included writing and updating the Customer Service department internal procedures manual.

Certificate Of Completion, Banking/Lending Regulations

48 hours of training on all Banking/Lending federal and TX state regulations and Compliance Management.

High School

Activities and Societies: Future Secretaries of America and Cooperative Office Education.Graduated in top 10% of class