Quality Assurance Customer Service
Resume:
CASINE L. HENRY
Gaithersburg Maryland 20878
Home Phone: 240-***-****
Email: ***********@*******.***
QUALIFICATIONS:
** ***** ********** ********** ************* External/internal Customer
Service
3 years IT experience demonstrating Unix desktop/server installations and PC
installation. Also installed Bigbrother software as a web-based system & Network
monitor. Monitored server connectivity and selected services such as Ftp,Telnet, smtp.
CPU and disk usages were also monitored.
Regarding IT Ordering experience: Produced purchase requisitions for all lab equipment
needed within the Customer Management Information Engineering department's lab. This
consisted of purchasing Cisco Access Servers, Raid array storage systems equipment,
Unix Servers, desktops, PC`s. Contacted outside vendors by phone & email
correspondence and listed equipment orders within excel spreadsheet.
Effective written and oral communication with peers & upper management
Solid technical aptitude, prioritizing, organizational, follow-up and planning skills.
Strong analytical ability,exceptional research skills enabling objective quality assurance
analysis.
Self starter and team player with demonstrated integrity, flexibility, proven
professionalism demonstrating sound judgment.
TECHNICAL SKILLS:
Administrative / Analytical Skills: Customer service, Research &
analytical thinking, Problem Solving, Training and Development of
peers, Proficient handling inbound telephone calls, email inquiries and
letter requests, Mortgage Underwriting, Risk analysis credit and
financial solvency, LTV, DTI, Fair housing document examination &
quality assurance. Familiar with Title work, Home loan processing,
CRA, HMDA, RESPA, and Fair Credit Reporting Act. Proficient in the use
of technical software programs and hardware within the office
environment.
Familiar with various operating systems Unix- Sun Solaris 2.51, 2.6 and
2.7, Windows Vista, Microsoft office, ClearCase tracking system, and
Remedy ticketing systems.
Hardware: Sun Ultra 5, Sun Netra 1125, Sun Netra T1 sun E4500, Sun
Ultra 2, Cisco 2511 Access Terminal Servers, Dot Hill Lynx Raid Array
1&2. Dell 400/410 Mini towers, HP/Lexmark printers, Dell cp/cpi
laptops, 386,486,686
Software: Microsoft Professional Suite. IMS database, Microsoft Word,
Microsoft Excel, Microsoft Outlook Windows XP, Millennium, 2000, NT 4.0
Workstation, Windows 98, TCP/IP, Remedy, Clearcase, Big Brother,
Sun Solaris 2.5, 2.6, 2.7, Calyx Point loan origination software, DU/LP
Fannie Mae software, Mortgage Dashboard loan origination software.
PROFESSIONAL EXPERIENCE:
Science Applications International Corporation, Rockville Maryland
10/13/2009 - 5/5/2010
Call Center Representative (Contract)
• Support the Health Resources & Services Administration Loan
repayment & Scholarship Programs for Primary Care Clinicians who
are needed in HealthProfessional Shortage Areas throughout the
nation & US territories.
•Possess knowledge of federal grant applications and or processes,
familiarity with Remedy system, and/or previous call center/help
desk experience. Spent time learning, training on, and
supporting web-based grant or grant-related information systems.
Responsible for triaging all incoming support requests via phone,
email, and voicemail.
Behnke, Martin & Schulte, LLC Attorneys at Law, Dayton Ohio
10/2008 - Present
Subject Matter Expert (Predatory Lending)
•Provide objective analysis of loan transactions for acting
Attorney.
Scrutinize financial solvency of borrower in relation to home loan
origination terms and conditions. Perform Quality Assurance reviews of
Appraisal report values by comparing them to Comparative Market
Analysis Reports and tax accessed values .
Research and analyze Fair Housing documents-Home Loan & Settlement
disclosures. Examination and response to Summary Judgments motioned by
corporations.
Examine affidavit statements for objective subject matter accuracy.
National Community Reinvestment Coalition, Washington DC
6/2007 - 9/2008
MortgageAdvisor/CreditCounselor
•Processed incoming calls from customers in the form of intake
information gathering and informative housing counseling.
Manage customer emotions and concerns with objective professionalism.
Evaluated, processed, pre-underwrite consumer files for homeownership
sustainability, Triage customer intakes by prioritizing sense of
urgency.
Conducted complete analysis of fair housing documents.
Proposed solutions for mortgage default consumers in order to allow
them to sustain homeownership.
Examined LTV, DTI, and personal financial solvency of homeowners.
Provided housing & financial counseling, training, technical assistance
with fair housing laws, consumer credit, predatory lending, post-
purchase occupancy, mortgage default & foreclosure issues.
Managed & provided timely pipeline reports of consumer files.
Advocated for consumers in a third party capacity to mediate with
current loan servicers in behalf of the borrower.
Developed & managed cases relevant to foreclosure
intervention/prevention matters and delinquency in the NHSF portfolio.
Assisted as necessary with training citizens, employees, members
regarding civil rights, fair-housing, lending workshops.
New Star Funding Corporation, Old Bridge, New Jersey
11/2005 - 3/2007
Loan Officer
•Self managed & motivated, analyze credit, solicit business for
the company from home.
Performed outgoing cold-calls, devise marketing ideas for generating
new business through flyers, & industry networks, business to business
sales.
Faxed on-line pre-qualifications to lenders.
Mailed Loan docs to lenders for funding.
Serviced customers by Processing home loan information and facilitating
title work and proof of hazard insurance.
Maintained daily records of my customer pipeline through the use of
Mortgage-dashboard database software.
Embassy Mortgage, Gaithersburg, Maryland
2/2003 - 8/2005
Loan Officer
•Self-originated prospective borrowers that are in need of a
mortgage through marketing loan products.
Communicated with the client in order to ascertain their needs based on
credit, LTV & DTI for non-conforming & conforming loans.
Prepared the 1003 and compose state disclosures to be signed within
Calyx Point.
Presented the documents to the lender for underwriting & funding of the
loans.
UUNET/MCI Worldcom Asburn, VA
11/1998 - 9/2001
UNIX Team Lead/Systems Engineer
•Trained & managed 5 new hires to learn the UUNET backbone
configuration.
Managed incoming calls from outside vendors regarding hardware
proposals
Scheduled and made arrangements for departmental meetings,
requisitioned office supplies, prepared correspondence for the
department director.
Installed UNIX & Microsoft operating systems through TCP/IP.
Loaded Solaris 2.6 Operating System was to server-ops specifications on
all servers.
Built logical drives and mapped host luns for the Lynx Array Storage
Systems.
Supported new and current users with required accesses.
Produced purchase requisitions for all lab equipment.
Contacted outside vendors by phone and listed equipment orders within
excel spreadsheet. Installed and secured all equipment within lab, rack
servers, cable equipment.
Entered server's fully qualified domain name and IP address within DNS.
Added new and current users to the appropriate Mclass and Uclass.
Added Netbackup Software to all servers and ran backups daily.
Ensured Lynx Array storage equipment and Unix Servers are up and
running at all times.
Maintained a detailed record of all hardware units & newly ordered
equipment within Excel spreadsheet. Configured 2511 Cisco Access
Terminal Servers.
EDUCATION/CERTIFICATION:
College:
Strayer University
4 Research Place Suite 100
Rockville MD 20850
Currently enrolled in Strayer's online program pursuing a
BA degree in Information Systems Management.
I'm currently taking two classes a semester.
Certifications:
Organization & Management 72 hour instruction - In 2000 I received 3 certifications
related to Information Technology. Two with Veritas Netbackup for Unix Operating
systems and 1 with Dothill for Raid Array storage systems that manage Terabytes of
information. Raid storage systems are configured to Sun Servers E4500's and Netra T1
servers.
Finance - 24 hour instruction In 2007 I received the Neighborworks H0109 Beginning to
Intermediate Foreclosure prevention certification at Baltimore city's Federal Reserve
Bank.
Finance- 24 hour instruction In 2008 I received part 2 of the Neighborworks H0109
Foreclosure Basics certification through HomeFree-USA certification.
Contact this candidate