Project Manager Management

Susan H. Johnson ** S and W Rd, Bishopville, SC **010

Home 803-***-**** Cell 803-***-****

***********@*****.***

Professional Background includes 25 years diversified Mortgage Banking

Experience experience in Servicing, Origination, Capital Markets,

Information Technology, and Project Management. Professional

and dedicated individual with extensive expertise in operational

analysis, coordinating business requirements to ensure effective

analysis; process improvements; successful implementation of

work plans and control monitoring/Key Performance Indicator

(KPI) reporting. Leadership competencies consistently exceeding

job expectations are Change Agent, Team Player, Results-Oriented

Leader, and Inspiring Coach.

Employment March 2002 - June 30, 2009 Washington Mutual/JP Morgan

History Chase Florence, SC

Capital Markets Loan Operations Manager:

Responsibili Managed QRM (Quantitative Risk Management) team, the Held for

ties Sale Warehouse loan status, and CMDB (Capital Markets Data Base)

reporting to ensure no unsatisfactory audit results; manage

business DR testing plan; manage daily workflows with minimal

operational losses.

Successfully implemented the Capital Markets Data Base (data

repository from 3 primary source systems), within budget of $12M

(2003-2005) - Data provided trending analysis reporting.

Oversight management for HFS (Held for Sale) warehouse to ensure

compliance with loan salability aging policies. Provided root

cause analysis on all aged loans with unsalable status.

Managed the analysis and report development/implementation team

for Secondary Marketing division. Developed SLA (Service Level

Agreement) with IT (Information Technology) to ensure data

defects are corrected timely. Established appropriate oversight

and escalation procedures when defects were not corrected within

the SLA. Provided reports specific to government (FHA and HUD)

requirements. Managed data repository for streamline reporting

and detailed data analysis.

Data Governance Platform - participated with other Business

teams to streamline workflow for master data development plans

and approvals, to ensure that data fields were being adequately

reviewed by the proper personnel; creating a more robust audit

trail for data governance decisions.

Managed screening/hiring process for job replacements/new hires;

effectively implemented cross-training plans to ensure all job

responsibilities were adequately covered due to illness and/or

vacation.

April 1983 - March 2002 Fleet Mortgage/Washington

Mutual Columbia,

SC

IT - Senior Relationship Manager

Managed business integration requirements, representing

Correspondent Lending, Capital Markets, Portfolio Management and

ancillary groups such as Finance Management and Risk Management.

Managed staff of 8 Business Analysts providing analytical

support, served as liaisons between Technology and the Business

teams. Supported Project Office Methodology and utilized Project

Management tools. Managed all departmental policy/procedure

manuals with updates/changes.

Managed Quality Assurance test phases (including functional and

User Acceptance Test) coordination for Business and technical

teams. Prioritize incoming projects for tracking/benchmarking.

Proactively identified technical solutions to help business

teams take advantage of opportunities utilizing automated

processes. Promoted and contributed to process review

/improvement.

Managed all H/S additions/changes, determine budgets, network

and telecommunication requirements.

Project Manager, Business / Technical Analyst on multiple

projects and initiatives for mortgage pricing and reporting

systems. Responsibilities included tactical planning, systems

analysis & design, budgeting, and cross-functional team

management using Operational Excellence (Six-Sigma) and SDLC

methodologies.

ASC (Associate Service Center) - Helpdesk Manager

Managed problem tracking system (REMEDY) for all

problems/production failures reported. Monitored service level

agreements on "Response Times", making contact with the customer

and ensuring the problem is resolved. Customer base included

all Fleet Mortgage employees - goal is to ensure all employee

problems are resolved as timely as possible to ensure maximum

productivity.

Monitored risk to the corporation from any problem located,

reported or created by our internal applications, software

and/or hardware. Provided senior management updates via

PowerPoint presentations.

Developed/provided reports for performance tracking of all

problems/issues recorded

Established service level agreements with all internal/external

service providers

Command Center Manager

Responsible for all operational support related activities for

the mainframe system including capacity planning, performance

management, software upgrade planning, job scheduling

management, personnel evaluations, technical support budgets,

vendor management, contract negotiations, and 24 hour support.

Total budget responsibility for staff of 27 support technicians

and $6+ million annually

Y2K Project Manager - Compliance

Successful implementation and completion testing process for Y2K

strategy. Validation of critical dates, results and

confirmations - preparation and execution of Unit Test of

critical software applications. Service Provider testing

validated files as well as data exchanged with providers --

FHLMC, FNMA, GNMA. Provided detailed documents for all

business teams with contingency plans for mission critical

systems.

Career Accomplishments

Received Capital Markets GOS (Giving Outstanding Service) Award

-- 2008

Received Elite Group Award for Outstanding Job Performance ---

2007

Received Summit Award for Outstanding Job Performance --- 2004

Received Manager of the Quarter Award (recommended by

employees) --- 1997

Received Chairman's Cup Award for Outstanding Job Performance -

1996

Received Outstanding Customer Service Award --- 1994

2007 - Operational Excellence Champion Certification

2002- 2004 Project Management Courses and Business Objects

Training

1996- 2001 Mind leaders IT Courses

1995- 2001 Frontline Leadership Courses

Various Volunteer/Community Commitments:

American Red Cross Blood Drives

March of Dimes

Manna House in Florence, SC

REL Academy -- Athletic Booster Club & Parent Teacher League

Education

Marion Technical Center, Information Technology - Computer

Work Science

References:

Anne (Kin) Eckert; SVP, JP Morgan Chase - 843-***-****

Technical QRM (Quantitative Risk Management), MS XP, MS Office Products,

Experience: Business Objects, MS Project, VISIO, Acrobat Writer/Reader,

Remedy application, and various other reporting tools. Mainframe

and Client Server environments, FISERV/FIDELITY/LMS servicing

applications, Microsoft product suite. Relationship management

experience between the Business and the Technical teams

providing quality results.

Client Relationship Management?. Employee Resource Allocation

and Budget Management analyses. Rational Unified Process (RUP

Microsoft Solutions Framework (MSF); Microsoft Windows

2000/Word/Excel/Power Point/Access /Visio?. Hyper Text Markup

Language (HTML) web page development language. ?. Visual Basic

(VB). ?. Microsoft Access, SQL Server, and Oracle database

application development.?. Microsoft FrontPage web site

development application.?. Visual Source Safe (VSS) Version

Control Systems ; SDLC Software Development Life Cycle

procedures & process.

Strengths include skills to translate complex business

procedures into comprehensive systems architecture

documentation. Quality Assurance Testing methodology with

documented procedures for success.

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