PROFESSIONAL SUMMARY

*+ years’ experience with specialization in proprietary software configuration, implementation and support, proficient with simple to moderately complex XSL configurations and XSLT transformations, adept in complex issue triage across multiple systems and directly responsible for business partner success.

EXPERIENCE

Black Knight Financial Services, Cincinnati, Ohio

Technical Business Consultant May 2019- July 2023

Implementations Engineer

■Developed and implemented customer specific configurations utilized in intermediate and final product delivery to client’s customers.

■Configured completed delivery reports to client.

■Standardized print center package configurations, nearly eliminating mail package errors.

■Developed cross product interfaces and data transfer.

■Evaluate, define and implement customer specific XSLT transforms of XML data to conform with BKFS schemas.

■Evaluate, define and implement customer specific data output/display requirements using XSL templates.

Loss Mitigation integrations - Subject Matter Expert

■Consolidated and standardized configuration keys to accelerate implementation times, reduce configuration parameter errors and reduce QA rejections.

■Spearheaded documentation of business-wide implementation procedures and QA testing protocols.

■Documented triage, troubleshooting, and remediation guides for data transmission challenges.

■Acted as primary point of escalation for various business units.

■Primary point of contact for external clients regarding document delivery requirements.

■Developed cross-divisional solutions in partnership with divisional stakeholders.

Customer Support Representative November 2009 – May 2019

Drafted in-house training materials for all products.

Led onboarding and training for new hires on all standard & custom procedures and products.

Primary liaison between clients and business units regarding implementation, usability, UX experience.

Ticketing System

■Documented specifications for in-house CRM system.

■Established baseline SLA benchmarks for analytics.

Maintained 98% first contact resolution over entire career as a Customer Support Representative.

Established and maintained excellent relations with top 5 customers [by revenue].

Intrieve, Cincinnati, Ohio

Item Processing 1999 – 2004

Lead Sorter Operations Supervisor

■Created and maintained check sorter patterns.

■Managed daily sorter room operations.

■Managed secure check storage rooms.

Subject Matter Expert

■Operations representative on IPS Conversion management team.

■Assisted in layout, design, relocation, and implementation of IPS operations area.

■Created, supervised, validated and executed sorter protocols and sorter firmware software tests.

■Test operator for sorter integration to 3rd party check database software.

■Primary trainer of new sorter operators.

Computer Output Microfiche Specialist

Maintained all aspects of micrographic operations, including programming, coordinating maintenance, supplies, production and product delivery.

SKILLS

XSL, XSLT, XML, MS Excel, Excel VBA, SQL, Kibana, XMLSpy, Powerpoint, Documentation