• Coordinated resource allocation across teams, ensuring timely task completion and milestone achievement.• Scheduled and facilitated stakeholder meetings, documented outcomes, and provided regular status reports.• Assigned tasks to team members and ensured understanding of deliverables, milestones, and expectations.• Played a key role in cross-functional teams to improve service desk operations, reducing errors by 15% and improving customer satisfaction.• Audited 300 service desk agents, resulting in a 15% increase in response efficiency and quality assurance scores.

• Provided support for lending software, focusing on training and documentation.• Coordinated with teams to ensure efficient communication of software updates and procedural changes.• Facilitated technical update meetings and translated key information for the help desk staff via ServiceNow.• Led training sessions and created documentation using PowerPoint and Word.• Investigated and resolved hundreds of customer inquiries weekly through various problem-solving approaches.• Contributed to a project team that introduced a new lending program, resulting in a 15% increase in NPS for users of the program.

• Supported business functions for lending software using JIRA and ServiceNow.• Delivered software training and documentation, ensuring smooth transitions with Excel and Word.• Addressed a wide range of IT issues, including those related to Windows, printers, mainframes, networks, account maintenance, and security.• Participated in a project team that overhauled ticket documentation, increasing SLA compliance to over 95% for the mortgage unit.