Key Initiatives:October 2017 – April 2018: Service Cloud Expansion and Program Guidance Client: Non-profit independent financial services corporation focused on providing retirement plans and related services for more than one million public sector participant accounts. -Implemented Service Cloud to allow Call Center associates to pass Cases to back-office operations teams-Provided Program Level guidance and thought leadership to keep multiple work streams working in a consistent manner.

Service Delivery Manager-Manage team of Business Systems Analyst and execute on project portfolio-Support 9,000 Salesforce users across 16 business segments-Identify, develop, and initiate solutions where precedents and procedures may not exist. -Work cross functionally to solve problems and implement changes-Advise partner IT teams when a Salesforce solution is the best fit-Analyze decisions and actions to ensure they support strategic direction. -Seek opportunities for joint solutions of related problems with other areas.Key Projects:-Retail Relationship Plan: Drove effort to enable new sales tool that provides critical customer information to bankers early in the customer interaction; integrated a complex deposit account origination process with Salesforce; has resulted in a marked increase of deposit balances for new deposit customers-Lending Origination: Integrate Salesforce with NetOx lending origination system to provide the logical flow of sales process into home lending origination; Provides real time updates between Banker, Mortgage Loan Officer, and Lending Processors.-Loyalty Express/ExactTarget COI Newsletters: Implemented ExactTarget connector to use contact information in weekly, monthly, and quarterly newsletter campaigns to help Mortgage Loan Officers to nurture relationships with COIs.

As Business Systems Analyst Lead:-Led team comprised of Project and Production Support Analysts while executing on project portfolio-Supported 8,000 Salesforce users across 16 business segments-Scrubbed project portfolios of IT partners to identify where a Salesforce solution was the best fit-Partnered with business segments to align technology solutions with business strategies-Documented project scope, functional and technical requirements-Managed User Acceptance TestingAs Scrum Master:-Worked with Agile coaches to make transition from traditional Waterfall to Scrum Methodology-Worked with Product Owner to assess Business Value of requests in order to ensure most valuable work is prioritized higher in Sprint Planning-Facilitated Daily Stand Ups, Backlog Grooming sessions, Sprint Reviews and Retrospectives-Maintained schedule alignment of Sprints and Enterprise ReleasesKey Projects:-Enterprise Customer Complaints Solution: Implemented solution to capture complaints against Huntington, Huntington Colleagues, or Huntington Vendor/Partners-Enterprise Chatter Implementation: Overcame objections to implementation by mitigating key risks inherent with using a social collaboration tool in a financial institution. Assisted with the creation of the Chatter Charter, which outlined appropriate use of Chatter.-Colleague Support Ticketing: Implemented a customer Case-like solution that integrates with HR data to allow retail support colleagues to identify callers, track issues, and report on trends); Utilized Service Console view-Document Exception Management: Used Cases to build process that allows Retail Operations team to communicate document exceptions to bankers in order to prevent account closure. -Sales Tools Redesign: Designed Consumer and Commercial focused relationship plans, pre-call plan, and performance tool to guide a consistent, effective interactions with customers.

-Led Production Support team responsible for enterprise applications, including Huntington’s Salesforce implementation (7,000 + users), Enterprise Services (COBOL), WESB (SOA) Services, Enterprise Sales and Service (Retail servicing application), Customer VRU, and Call Center applications -Responsible for Incident Management, Issue Resolution, Prioritization of Production projects Key Initiatives:-Led Enterprise Services Stabilization project to reduce MIPs consumption on the mainframe, which ultimate resulted in better performance, higher availability and lower operating cost-Established Support/Development workshops to encourage knowledge transfer for new applications-Worked with cross-discipline team to identify, prioritize and implement improvements to Enterprise Services to increase efficiency and reduce strain on mainframe capacity-Developed Case Resolution process in Salesforce to prioritize, schedule and implement fixes for production issues-Developed training for a temporary Help Desk to assist with post-implementation questions from users -Developed process to trend incoming service requests and report findings to core team for training improvements and tactical projects-Coordinated annual Disaster Recovery efforts for on-premise applications supported by our team

-Directed team of production support, developer and business analyst resources responsible for all applications (60 +) used by Huntington’s Private Financial Group, which included Personal Trust, Corporate Trust, Custody, Mutual Fund Processing, Operations, Investments, Insurance and Investment Management Advisors-Conducted Open Issue Reviews with multiple vendors-Worked with peers to establish processes and procedures to support HNBs move to the Shared Services ModelKey Initiatives:-Served as Lead BSA on on-boarding project for new client that doubled volumes on our core accounting system-Created Production Support Turnover process and documentation to allow the Support Team to take over support on new applications/processes

- Analyzed processes for individual business units to determine what technology solutions could be implemented to improve efficiency and reduce risk (automation, system controls)Key Projects:-Agenda/Batch Re-Order-Unizan Bank Conversion-Sky Bank Conversion-Hardware Refresh-Bank Secrecy Act/Anti-Money Laundering Compliance-Corporate Trust Conversion-Developed Options Order Management tool to assist the sales team (option decision-making, performance tracking, populating trade tickets accurately) and the operations team (trade ticket tracking, volume statistics reporting, scripted AddVantage transactions– avg. 300 tickets/ 6000 trades per month)-Created application used jointly by Custody and Trust Ops to automate approx. 3000 transactions/month that were previously entered manually in the trust accounting system and Hogan to post fees to Trust accounts and to related checking accounts -Created technical support documentation and user guides for new and existing processes and applications-Provided oversight reporting projects in process for Senior Management -Acted as liaison between business representatives and IT to prioritize technology service requests

-As a citizen developer, I worked with partners in the Personal Trust, Corporate Trust, Custody and Settlement groups to identify opportunities for automation and process improvement. -Used SQL, Access, and Crystal Report to meet complex reporting needs