Executive Summary:

Passionate detail-oriented information technology professional with expertise in information securities, banking, aerospace, engineering, government, operations, and military sectors. Excel in analyzing business needs, developing requirements, composing technical documentation, facilitating, and in planning, initiating, directing, training, and managing resources. Possess excellent time management and communication skills with strong ability to deliver high quality projects on time and within budget.

Technical Competencies:

QuickBase, MS Project

PCI DSS and NIST compliance

Mortgage governance

DB development, data mining

SQL Server, SQL query language

SharePoint, SAS and NT platforms

MS Office Suite, Visio, various

Captivate, Articulate, Lectora

Macintosh OS, various programs

Experience:

Elephant Insurance (contractor) Jul 2015 – Dec 2015

Business Systems Analyst

Operated in the capacity of an IT Compliance Analyst for information security officer and lead for the documentation effort to implement Payment Card Industry Data Security Standard (PCI DSS) compliance within the IT department

Partnered with IT infrastructure, systems administration, system developers, web team, support team and information security to analyze security protocols and implement new security controls as deemed necessary to ensure PCI compliance in conjunction with NIST standards

Collaborated with stakeholders to align technology solutions with business strategies

Developed security policies and standards based on best practices and PCI compliance

Utilized QuickBase project management tool for project tracking

Altria Client Services, Inc. (contractor) Apr 2015 – May 2015

Project Lead, Business Process Analyst

Short-term IT consulting project with the Altria Client Services division to initiate the first phase of client services information system research and development data flow analysis project

Analyzed business process maps to determine data flow in relationship to applications and systems

Considered use cases to determine data flow

Examined upstream and downstream network traffic

Created data flow diagrams (DFDs) and developed MS Visio data flow proof of concepts (POCs) for product modification

Created a data dictionary and generated project plan and weekly status reports

Assisted with generating project analysis, observations and recommendations for proceeding to the second project phase

Town & Country Sales and Management (contractor) Feb 2015 – Apr 2015

Business Analyst

Analyzed processes and data management to implement improvement to assist in increasing revenues

Educational Studies Sept 2013 - Feb 2015

Studied Cisco systems, SQL Server 2012 and system security

SunTrust Mortgage, Inc. Sept 2012 – Aug 2013

AVP, Business Process Manager, Business Analyst

Project lead for mortgage default projects that applied Project Management Life Cycle principles and utilized Lean Six Sigma methodologies

Participant of vendor management team that established a new loan servicing system deployment strategy

Partnered with stakeholders and SMEs within all mortgage default departments to include bankruptcy, foreclosure, quality assurance, loan servicing, underwriting, and REO to develop processes

Ensured compliance with federal and state regulations and business practices; facilitated change management for process and system improvements

Performed solution assessment and validation to identify gaps and risks and implemented performance benchmarking

Developed procedural documentation, created MS Visio data flow diagrams (DFDs) and managed technical writing team

Designed and facilitated skill enhancement sessions for team and process improvement training for department

SunTrust Mortgage, Inc. (contractor) April 2012 – Aug 2012

Business Analyst

Interacted with mortgage default stakeholders and SMEs to analyze processes

Ensured adherence to regulatory requirements and business practices

Developed procedural and technical documentation and coached teammates on procedural writing

Capital One, Canadian Fraud Call Center (contractor) Mar 2011 – Apr 2012

Business Analyst

Partnered with Canada fraud call center stakeholder and the training SME to analyze client knowledge requirements

Formed focus groups to identity current training strengths and weaknesses and developed strategies for customer relationship management (CRM)

Designed scenario assessments to gather statistical data for management to determine training effectiveness

Managed vendor for training simulation component to ensure accuracy and that deadlines were met

Created training simulation storyboards for vendor and developed blended learning based on Kirkpatrick’s four-level training evaluation model and proprietary model within an agile environment

SunTrust Mortgage, Inc. (contractor) Jan 2010 – Nov 2010

Business Analyst, Instructional System Designer

Partnered with mortgage default stakeholders to assess learning objectives for teammates

Analyzed processes to identify gaps and risks and recommended areas for change management

Managed vendor to produce web-based training (WBT) to ensure accuracy and that deadlines were met

Created training storyboards for vendor, instructor-led training (ILT) and procedural documentation

Capital One, U.S. Fraud Call Center (contractor) Sept 2009 – Dec 2009

Business Analyst

Collaborated with U.S. fraud call center escalation team SME to analyze training needs

Gathered business requirements to determine fraud team training needs and system requirements and processes

Assessed current training techniques to identify gaps, risks and processes to ensure compliance with federal and state regulations and business practices and initiated change management for process improvement and system augmentation

Developed blended learning based on Kirkpatrick’s four-level training evaluation model within an agile environment

Capital One, IT Department (contractor) May 2009 – Sept 2009

Business Analyst

Partnered with IT department stakeholders and network engineer SMEs to perform requirements analysis

Created data flow diagram (DFD) and data structure diagram (DSD) data models to illustrate real-time data transfer

Evaluated DFDs and DSDs to assess risks in the validation and security of data transformation for upstream and downstream network traffic

Developed instructor-led training (ILT) and e-learning based on Kirkpatrick’s four-level training evaluation model

Capital One Finance Group Card Service Acquisitions (contractor) Sept 2008 – Dec 2008

Business Systems Analyst, Technical Writer

Teamed with SAS system developers to analyze, specify, design and deploy a new credit card servicing system

Partnered with software developers to conduct requirements analysis to determine IT business needs

Utilized test cases and test scenario to evaluate new servicing system functionality during development

Created data flow diagram (DFD) and data structure diagram (DSD) data models

Gathered data requirements to assess current system processes and conducted new systems regression testing

Developed technical reference manuals and instructor-led training for system engineers

Related Experience:

System Deployment Trainer, IT Consultant, Founder Nonprofit Organization, Managing Director, SQL Server Microsoft Certified Trainer, Production Control Manager, Adjunct Professor

Education and Certifications Held:

Bachelor of Science, Business Management with IT minor, University of Central Florida (UCF), Orlando, Florida

Microsoft Certified Trainer (MCT), Microsoft SQL Server 6.5 and Windows NT Platform, (MCP) (License Number 267996)

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