HEATHER LONG

**** ********* **** ************, ** 46259

317-***-****

SUMMARY-

Experienced Business Analyst / Project Manager working with companies and government agencies for 12+ years. I collaborate with stakeholders to gather requirements, streamline processes, establish best practices, develop corrective policies and procedures to mitigate and eliminate root problems. Serve as an effective liaison between IT groups and staff to ensure smooth UI/UX. Successfully multi-task major projects from inception to completion.

SKILLS-

• Leadership

• Communication (written and verbal)

• Planning and strategic thinking

• Analytical thinking and research

• Analyze Impact of Database Changes to the Business

• Collaborative work

• Decision Making

• Time Management

• Self-motivation

• Quick Learner

• Data Modeling

• Database Administration

• Proficient in Microsoft Office Suite including Outlook, Word, Excel, Publisher, Visio

• Intermediate SQL

• Intermediate SharePoint, junior admin

• Technical writing including user manuals

EXPERIENCE-

2014 to Present Indiana Housing and Community Development Authority Indianapolis, IN Electronic Data Resource Manager/ System Administrator

• Refined document and image capture standards and processes resulting in increased production over 100% in 2016 and doubling that again in 2017

• Formulated techniques for quality data control to ensure adequacy, accuracy and legitimacy of data

• Collaborated with agency departments on document retention schedules to ensure compliance with all Federal and State regulations for over 30 different programs.

• Created three (3) new positions with the State of Indiana for the agency. Conducted extensive screening to hire, manage and train a staff of 3 Document Resource Specialists to enable the department to run smoothly utilizing the newly created policies and procedures

• Coordinated the reduction in paper reducing the overall file cabinets in the agency by 78% for the August 2018 location move from two separate offices to one

• Serve as co admin for the main database (Authority DMS) with an annual operating budget of 700k that processes approximately 75 million dollars in funding to the residents of the state of Indiana

• Monitor, analyze and evaluate performance to discover ways of enhancing functionality

• Developed new functionalities, system enhancements and modules with department and program staff, serving as a bridge between needed business process and IT requirements

• Coordinate with Operations management and staff to review/test new functionality from a business process perspective in both live and test data management systems

• Resolved issues and errors throughout the agency via database ticketing system

• Utilized software vendor’s ticketing system when appropriate

• Supporting staff in daily use

• Create new reference material as needed for new functionality and yearly updates

• Assist with reports and data extraction as needed using SQL

• Troubleshoot data related problems and authorize maintenance or modifications

• Direct staff and partners to training materials in relevant locations (SharePoint, shared drives, IHCDAOnline, etc.) Financial Operations Training and Implementation Specialist

• Serve as co admin for Authority DMS along with Director of Operations including developing & testing new functionality, enhancements, resolving issues throughout the agency via ticketing system & working with department staff

• Created centralized reference material for partners using the agency’s online portal by combining three (3) existing manuals into a single reference source and creating new material for inclusion

• Developed detailed process manuals for two (2) departments specifically outlining how those departments interact in Authority DMS on a process by process basis encompassing roughly 200 pages of documentation

• Developed on demand training materials, including but not limited to, nearly 100 pages of documentation for program staff with varying degrees of technical knowledge on how the data management system, Authority DMS can be used to make program decisions by program staff

• Created fifteen (15) example templates for data entry processes that are specific to each applicable program and type of data entered

• Modified expenditure report and developed deployment schedule to facilitate more timely expenditure information to program staff by individual funding program, program, and award

• Designed and implemented tracking mechanism to monitor data entry turn time to ensure timeliness benchmarks are met

• Facilitated and co facilitated multiple trainings (group and individual) for database

• Developed centralized information repository for all funding programs used in agency

• Utilize Visio to create process maps from physical maps created during Continuous Improvement events and Lean trainings 2013 to 2014 Andy Mohr Automotive Group dba BAAM Financial, Inc. Indianapolis, IN Office Administrator

• Created all new loan packets with all requisite documents to streamline and unify processes.

• Created letters and templates for collection of debt, information updates, repossession and legal notices-merging information from AutoStar database system for ease of use and company consistency

• Insurance liaison for all claims on vehicles

• Coordinate all repossessions and processing including redemptions and collateral sales at auction

• Attorney liaison for all bankruptcy cases

• Enter all new loans and ensure all documents are completed- completing new account set up completely and accurately

• Receptionist duties- customer service, account maintenance, phones, taking payments, running ACH payments daily

• Working with multiple dealerships for service, sales and parts

• Scheduling for multiple locations

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