TIAA (Fortune 500 Financial Services) Charlotte, NCBusiness Manager (Jan 2017 – Present); Client Acceptance Lead (Jan 2015 – Dec 2016)• Worked on grass-root effort to establish a new client acceptance team to improve customer satisfaction and confidence, while standardizing the process, reducing risk and improving capacity for transition resources.• Created and prepared client demonstrations, reporting, testing and training to ensure quality and client confidence on the delivery of new products and services to top 200 clients.• Transformed client demo approach from live test environments to recorded demos, resulting in 90% lower demo costs, eliminated risk with unstable environments and scheduling constraints, improved cycle time, increased demo capacity by 350%, cost avoidance on test environment and support, and improved quality and customer experience.• Facilitated an on-site hands-on client acceptance testing forum for a high profile implementation, involving multiple stakeholders from the client, IT, business, product owners and facility support, resulting in a positive outcome and increased client confidence on the delivery of their services.• Co-Led effort in analyzing and documenting a demo playbook to improve process and help onboarding teams determine appropriate SRK/MVC demo options and support.• Partnered with digital team on improving self-service digital demos as the standard offer for use by transitions teams with client onboarding efforts.• Provided subject matter expertise to both clients and internal partners on various system and user interfaces.

• Served as a Team Lead in both OMNI Batch and Legacy Support teams, providing feedback on processes to ensure we had a workable framework to manage the current load of 27 contract workers.• Mentored and trained new folks on procedures and processes.• Participated in the development of several grass-root programs including OMNI Production Support, Legacy Sunsetting and Platform Rationalization.• Created robust internal rerun procedures in support of the Compliance Coordinator system, collaborated with key stakeholders in business, development and production support to create the process. In addition, developed a proactive solution to avoid overnight batch job failures which involved the creation of an additional plan verification run of jobs after the midday cycle to identify discrepancies between OMNI and the business maintained database, thus allowing business to make corrections prior to the nightly cycle and avoid any job failures overnight.• Participated in the OMNI Extract Consolidation project, unable to adopt full agile, the team divided into smaller work streams focused on identifying all the OMNI touchpoints to be decoupled, sunsetting obsolete jobs and reports, extract process improvements, extract POC from another source (Channel ODS), and the design of a new OMNI Database.• Led a team responsible for sunsetting 25+ applications.

• Decreased the FAF (OMNI Financial Reconciliation Reporting) downstream batch process critical path by 75%. • Simplified the OMNI Batch system with the successful implementation of the elimination of Fileset ‘G’, resulting in cost savings in both the short term for the OMNI upgrade and long-term maintenance. Other benefits included 35 minutes removed from the critical path, elimination of 100 daily backups, resulting in the removal of 2,000 backup tapes from the environment.• Coordinated the OMNI Production Support effort within the Client Service Acceleration Project (CSAP). The goal of the project was to restore and improve TIAA’s service levels as expeditiously as possible post OMNI conversion. Oversaw 30+ OMNI Production support staff consisting of 3 leads and broken down into 12+ unique work streams consisting of outside consulting teams as well as numerous business areas which required coordination, communication, escalation and prioritization.

• Improved Quarterly Statement Processing as part of a 14 member process improvement team representing employees from areas across the company involved in the Quarterly Review process. Process improvements resulted in TIAA’s first 99.9% successfully generated statements within the FCC-regulated 5-day window.• Transitioned multiple applications into Production Support which involved detailed analysis, collaboration between multiple IT and Business partners, creation of product management guides, standards and procedures in order to ensure the most effective support model possible.

Mainframe Analyst/Application Developer III (1/02-1/05)Mainframe Analyst/Application Developer II (1/99-1/02)Mainframe Analyst/Application Developer I (1/97-1/99)• Designed, developed, tested, implemented and maintained in-house mainframe accounting and trade applications.• Interacted with internal and external clients through all phases of the systems development life cycle.• Supported the development and integration of conversions involving Deutsche Bank, Y2K, and the EURO.

• Maintained book of accounts, processed transactions, prepared cash journals, trial balances and financial statements.

• Senior Accountant for  eCommerce software startup firm.• Managed company's fixed asset system.• Spearheaded Sales/Use Tax compliance for the company's internet software sales.• Maintained Reseller Agreements and collected monies due.• Assisted in preparation for Initial Public Offering.• Interviewed and hired temporary support staff.

• Assisted in the successful implementation of company's fixed asset system.• Maintained company's fixed asset system, including additions, disposals and software upgrade installations.• Assisted in audits and valuations, including raw material repricing.• Compiled actual labor costs for multiple in-house projects.• Assisted in the development and implementation of annual operating and capital budgets.