Project Sales

MARY HILLIS

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PROFILE

Business/Technology Analyst with more than ten years of progressive experience in the

planning, deployment and support of processes, policies, procedures and technologies in

fulfillment of changing enterprise requirements. Unique blend of operational and technical vision

and communicates confidently within both professional and technical circles, the skill to re-

engineer processes for gains in efficiencies and the capacity to utilize and integrate a broad array

of resources in successfully completing projects and achieving enterprise objectives.

Project Management UAT Testing Requirements Gathering

Automation Problem Resolution Business Continuity

SDLC Planning System Upgrades

Access/Risk Control Regulatory Compliance Application Installation

SOFTWARE PROFICIENCY

MS Windows XP, MS Word, Excel, PowerPoint, Project, Outlook, Internet Explorer, Lotus

Notes, Visio, Remote Connect, RealVNC, NW Admin, ConsoleOne

PROFESSIONAL EXPERIENCE

JPMORGANCHASE & CO., CHASE HOME FINANCE 2003-2009

Technical Operations Analyst, Deerfield Beach, FL (2007-2009)

Key contributor to small support team servicing over 20,000 employees within consumer lending

segment of leading financial institution.

• Created test scripts, conducted UAT testing and validated post-production

releases for web-based retail access request system; documented defects;

worked closely with developers to resolve problems.

Coordinated with business users, Application Information Owners, Application Development,

Risk Management and Audit to identify, analyze, document and prioritize business needs into

proper system requirements.

Served as Lead Contact for administration of retail access request system, including additions

and modifications for both BAU and project work.

Documented Policies and Procedures for access request system for use by Application

Information Owners; included was user instruction manual, SLA’s and how-to’s.

Managed transition of application access administration from business into centralized IT team

to bring this function in line with corporate policies.

Implemented automation of user access requests through use of job profiles to eliminate manual

effort and enforce conformity of access.

Facilitated implementation of applications into compliance with corporate guidelines for timely

off boarding of terminations, transfers, and user access recertification.

Communicated system critical issues including impact matrix and planning for departments and

applications affected.

Mary Hillis Page 2

JPMORGAN CHASE

Consumer Loan Operations Support Officer, Lake, NJ (2003-2007)

• Liaison between the Non-Prime Wholesale and Retail business, IT and

external customers.

Provided support of mortgage origination system for 1000 operations users in 4 remote sites and

200 sales users in 15 remote branches.

Analyzed requests, provided input as to business initiatives and interacted with IT partners to

successfully deliver appropriate solution.

Provided support with daily desktop, access and system issues, as well as acted as primary

support for system escalation problems through to resolution.

Assisted with various business projects such as business continuity and disaster recovery

planning, site moves, hardware and application rollouts and infrastructure changes.

BASF CORPORATION, Mt. Olive, NJ 2000-2002

Desktop Standardization Analyst

• Successfully deployed 15,000 PCs in multiple locations encompassing

an upgrade to Windows 2000, Office 2000 and Lotus R5 as part of a

core team for Desktop Standardization Project.

• Reduced support calls and current support costs of PDAs by 30%.

Implemented new software to replace current sync software which was

inadequate and troublesome, resulting in increased efficiency.

AMERICAN CYANAMID COMPANY, Parsippany, NJ 1990-2000

Manager, Desktop Support (1998-2000)

Managed day-to-day operations for end-users for a division comprised of 1000 employees, 500

off-site, through a staff of seven with an operating budget of $1M

• Led team of employees and contractors to perform upgrades on 350

field PCs for secure remote access and Y2K remediation. Returned

upgraded PCs to the field sales force within 5 days (new company

record). Reduced downtime through preparation, service efficiency,

and improved processes.

Managed client portion of company’s disaster recovery testing project. Worked at offsite

location with Sunguard to ensure connectivity to operations site, security, recovery of data, and

continuity within 24 hours.

Implemented Vantage Help Desk System with Help Desk Supervisor for use by Help Desk

Analysts, Account Managers, Network Services, Technical Services and contractors to manage

client support calls.

EDUCATION AND CORPORATE TRAINING

MBA, Seton Hall University, South Orange, NJ, Marketing

BS, Montclair State University, Upper Montclair, NJ, Computer Science

(Magna cum Laude)

Corporate Courses: Project Management, Risk Assessment, Diversity, Privacy Act, Ethics,

Fraud, Team Building, Performance Management, Management Principles

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