Quality Assurance Management

Gigi R. Mulhern

**** ********** *****

Orange Park, FL 32065

Hm 904-***-**** / Cell 904-***-****

Email: ******@*********.***

SUMMARY OF QUALIFICATIONS

A Senior Business Analyst with over 15 years of professional experience who is highly analytical, hard

working and self motivated. Demonstrated success in Information Technology, Internal Auditing,

Cash Management and Asset Based Lending. A team player, working effectively with operations,

systems, outside clients and senior management in accomplishing objectives. Rated as a top performer

in a Performance Based Organization. Exemplary communication and computer skills.

TECHNICAL SKILLS

Significant experience in AS400/I-Series, Visio, MSProject, MS Office (Word, Excel, PowerPoint,

Access), EDI/ File Transmission/ Map translate, Sequel, Hummingbird (document scanner), Document

Integrator, Issue Tech, Salesforce, MS CRM, Clear Quest, Web Ex, Sharepoint and Mainframe.

PROFESSIONAL EXPERIENCE

LENDER PROCESSING SERVICES- Jacksonville, FL

The nation's leading provider of mortgage processing services, settlement services, mortgage performance

analytics and default solutions.

Business Analyst, Portfolio Solutions 2008-2009

- Performs business analysis including workflow analysis, business information requirements and models

for VA government application.

- Defines scope and objectives. plan, design, and modify practical manual and automated business

procedures. Prepare detailed specifications for programs.

- Experience in data mapping and requirements documentation.

- Ability to independently analyze and resolve problems, both internally and with 3rd party clients.

- Provide assistance to the development staff during application development phase.

- Provide assistance to the testing staff in the development of system, integration, performance and other

specialized test plans/tests.

- Provide second line support to staff in the services group.

NELNET, Inc. - Jacksonville, FL

A national organization that provides student loan products and services to students, as well as full

range of student lending services and technology based products to schools.

Business Analyst, Nelnet Information Technology 2001-2008

- Served as a well rounded, efficient team member with roles surrounding project management,

business analysis, production support and quality assurance testing

- Coordinated with business partners regarding the business needs and priority for multiple

enhancements

- Communicated and trained business units on new system features and capabilities

- Researched, evaluated and made recommendations to project teams and business units to

increase efficiencies

- Ensured minimal disruption to business by understanding impacts of enhancements to system

- Provided support for colleagues and business units involving wide range of issues; such as

troubleshooting of software, testing assistance and end user training

- Researched and resolved technical tier 2 problems

- Served as a backup in manager’s absence and mentored junior team members

Quality Assurance Analyst (Internal Auditor), Quality Assurance 1999-2001

- Ensured business units were in compliance with procedures, contracts and federal regulations

by reviewing internal controls

- Lead audit engagements in planning, scoping, executing and reporting of business process to

appraise the adequacy and efficiency of controls in place to mitigate risks.

- Advised management in strategies to anticipate and proactively address control deficiencies

- Minimized cost and time required to complete external audits by validating the effectiveness

of internal controls

- Created and executed test scenarios to validate internal controls of business units

- Collected, analyzed, interpreted and document information to supports audit results

- Generated final audit reports and communicate results with managements

- Consulted and act as a liaison for external audits and special projects assigned by Director of

Audit Services

FIRST UNION NATIONAL BANK - Jacksonville, FL

A diversified financial services company that provides a broad range of retail banking and

brokerage, asset and wealth management, and corporate and investment banking products and

services.

Commercial Billing Analyst, Cash Management Division 1996-1999

- Responsible for processing interest in excess of $1,000,000 each month for a portfolio of high

profile customers

- Track all cash management interface files on a database

- Continue to enhance relationships with vendors to ensure information is correct, system

enhancements are communicated and new procedures are implemented

- Review interface volumes to ensure they are reasonable, review any unexplained variances

- Monitor rejecting interface items and initiate corrective action when needed

- Assist with the monthly variance review process to ensure data integrity of cash management

activity

Audit Support Specialist, Commercial Finance 1993-1996

- Implemented new Asset Based Lending software system for department, which improved the

efficiency and accuracy of loan processing

- Assist auditors with analysis of financial reports and preparing monthly compliance of asset

based loans

- Responsible for Accounts Receivable verification of portfolio of accounts

- Administer monthly lockbox analysis to ensure compliance with loan agreement

- Act as a resource for department regarding software applications

- Maintain tickler files of incoming and outgoing financial reports, officer memos and audit

responses

EDUCATION

THE FLORIDA STATE UNIVERSITY- Tallahassee, FL

Bachelors of Science in Management

Excellent references available on request

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