Sandi Ferrer

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

Pflugerville, TX

512-***-****

acxrvw@r.postjobfree.com

Work Experience:

Capgemini/State of Georgia/State of Texas – Training Manager, System Analyst 2

(7/15 – Current)

Stand-up training for transition, GoLive, Stable environments

Instructor lead trainings, train the trainer and web-based developed using Microsoft Suites, Go Animate,Vizio, Adobe Suites, and other programs. Also testing of all materials and adjustments for learning capabilities and strategies.

Strong interpersonal skills both verbal and written, leadership development, review sessions, and analyticals of same.

Ability to set and deliver on projects on time and in scope.

Ability to work with small and large groups in various settings and webinars.

Work closely with knowledge management, product tool services and other departments to ensure accurate training and coachings, procurement, Strategic planning, supplier and services training (ARM training)

During Pre-GoLive, work closely with PMO’s, developers and tools to develop accurate tools for our team’s utilization.

Schedule and provide training on Service Provider Service Management Systems and other tools (e.g. Incident Management System, Configuration Management System), and the supporting processes to Service Providers, Customers and designated Third Party Vendors

Manage knowledge transfer for new projects

Create Conduct trainings/Coordinate trainings and training schedules

Write processes & procedures, guides and guidelines regarding training & service desk

Create metrics to monitor service level agreements

Reports, flowcharts & MOR (month in review) slides based on production

Indepth Product knowledge and execute Administraive Prosodie/Odigo, VA Chat, Voice Trust, ATT (Ebonding), ITSM, ITFM/ITSLM/ITBM, SOG, SGA- FIM-O365-RACF, CGAdmin - SAM/Citrix, Go To Assist, Remedy on multiple platforms, Peoplesoft v8.8+& 9.2 modules, general ledger, Accounts payables, asset management

Self Employed – Web Design/Social media management/SEO/SEM/blogger

(06/14 – current)

Design, develop and maintain websites for small business clients

Design, implement, maintain social media campaigns for small business clients

Austin Acquisitions/Texas-WIC Support Specialist

(10/10-6/14)

Provided desktop support to internal employees as well as senior staff.

Execute & fulfillment of Remedy requests for clients in a professional and timely manner.

Knowledge of TX WIC Network, facilities and software/hardware programs and end needs.

Knowledge of: training, testing, application support, communication, customer support, resolution of client issues, processing techniques, analysis, analyzing issues, network, software and data.

Provided technical and technical phone support, remote software and hardware support.

Communicate and work with various departments and co-workers within TX WIC system.

Reporting and ability to handle multiple tasks efficiently and effectively, ability to communicate both verbally and written,

Worked on coordination in CAPPs, web content, Projevt Coordination

Project coordinator on several large and small projects

Input on design of Remedy ticketing system from desktop to integration of Web-base

work well with others, team player with those in my department as well as other departments.

Peoplesoft 9.1, SQL, ITIL, ERP systems, Python, DHCP/LAN/Symantec with state products. Service and support for Servers, Workstations, Laptops, Stand-Alones, All-in-Ones, printers, card readers and other hardware for sites/LA/s in an acceptable timeline and deadline. Testing on SI team for TxWin cards and card readers, wipe and program same, .web content development using WCAG content 2.0

Win 7, Win XP, SQL, ITIL, Peoplesoft, Visio, Visual Basic, Windows Office Suites, CSS, Business Writing, VMWare, HP master servers, Net, LAN, Symantec, Cisco routers, 2003-2010 Dell Servers, Ghost Image script, Remedy (desktop and Web-based)

Y & L Consulting – San Antonio, Texas: USAA Mtg. Services, Mtg. Liaison/Processor (04/09 – 08/09)

B2B - Customer service and representation of USAA Mortgage Lending from point of post application through post-closing.

Direct contact with buyer, seller, agents, appraisers, surveyors, title companies and VA as client relations.

Conducted all communications with clients and negotiated any issues along the way for an efficient and as non-stressful closing as possible.

Follow-up and analysis on closed loans.

97% paperless environment.

Utilization of problem resolution and technical applications.

Created and maintained reports, spreadsheet logs, project management, multi-tasked constantly with positive and productive results, and provided customer support with great reviews.

Inet Mortgage Services – Austin, Texas: Mortgage Coordinator Manager/IT support management

(01/08-04/09)

Developed all realms of a mortgage lending/ manufactured housing lending division for an established lender of boats, ins, and other companies.

Intensive analysis of lending including, but not limited to lenders, lending lines of credit, brokerages in the area.

Development and design of company structure.

Set up lenders, established lines of credit, protocol, underwriting criteria, quality control, security (both in office and on computers).

Established territories, training, and loan officer compliance, and monitored progress of company directives.

Made contact with homebuilders, realtors, title personnel, surveyors, and others in the mortgage industry. Handed all leads by phone, mailings, emails and follow-ups. Established website, databases, salesforce software, and computer format for our division.

Created and supported reporting and spreadsheets

Trained and kept up to date on all VA, USDA, FHA, Conv, and subprime lending available for our clients as well as manufactured housing lending rules, regulations and lending.

Use of several training methods and complete product management: flexibility with multi-tasking and juggling personnel; Documentation of loans, processing, analytical writing, business writing, wrote lender applications and lines of credit.

Handled basic use of Microsoft active directory.

Worked with servers, workstations.

Dell Desktop, laptops, tablets, WIN Visio, various mortgage software, credit analysis software

Indymac Bank – Austin, Texas : Wholesale Account Executive (01/07-01/08)

B2B (inside sales) and outside sales of mortgage brokers to the banking wholesale division.

Established clients, cultured contacts with potential and present brokers signed on with bank as lenders by previous account executives

Re-established "dead" accounts and signed for a new lending warehouse line.

Developed personal database.

Analyzed current and future needs of clients/ brokers.

Utilized company web protocol for delivery of loan documentation, closing docs, underwriting conditions and funding’s.

Training of clients on banking structure and software program.

Customer service and dispute resolution for brokers.

Personal training for banking regulatory compliance; macromedia products for customer support, assisted in the broker applications to the bank, reporting, telephone support.

Self Employed – Austin, Texas : Mortgage Lending (contract work/loan officer/marketing)/IT Support systems (1990-2009)

Set up and configured system hardware and software for offices for mortgage lending.

Extensive lending in and around Texas in both Commercial and Residential lending. Also hard money and private investors.

Contracted to establish marketing, online demand generation campaigns, case studies, web presence, SEO, brand naming, problem solving, client satisfaction of transactions, training (both virtual and in person), database management, project management, lending and processing for several successful lending institutions.

Byte, Encompass and proprietary software used.

These company duties included training in compliance, customer service, customer resolution, motivational selling, business analysis, document writing, loan packaging, tax credit documentation, business analysis, credit analysis, Loan officer, marketing, business analysis, processing, loan set up and customer relations and Account Executive.

Worked on numerous software including but not limited to Microsoft Suites, Adobe CS, Excel, Word, Works, Act!, Active Directory, Byte, Encompass, DO, DU, LP, Calyx, Point, and others. Proprietary software; reporting, spreadsheets for each entity and in their parameters in software and hardware limitations; complete knowledge and education of all products and utilization of each. Knowledge and training in USDA, VA, FHA, Conv and subprime lending. Compliance training for each directive as well as customer support and sales techniques. Worked with/for major companies, such as Bank One, Bank of America, Mortgage Edge, PNC Bank, Motorola Employees Credit Union, as well as Countrywide, Parshall Mortgage, Centre Estate Mortgage, MortgageEdge, Indepenence Mortgage and Rio Mortgage.

Current Self Employment Project Work On Contract Basis

Self - Contract - SEO/SMO/SEM, social media management, websites blogger, writer(2006- current)

Connect Backlinks, posting to websites, analytics, Google products,Yahoo! Sites, local sites, Yelp, as well as others to increase visibility, increase search optimization to first page,

Produce brochures, fliers, marketing material, write blogs for companies, write E-zines and other publications online.

Facebook, Twitter, Instagram, Pinterest, Foursquare, Word Press, Hub, and others.

Marketing campaign development and implementation, web project management as well as Internet project management, business plan, case studies, assist in funding, database management, operations

Analyzing and assessing current Metrics Capture Tools

Identify changes required for the tools to implement the metrics agreed in SLA document,

Develop and implement new Metrics Capture Strategies

Create new SLA Data Capture Mechanisms

Develop new Report Formats

Create training documents and roll-out materials

Create, document, and maintain work instructions for all present and future metrics, daily metrics to Executive leadership

Develop Adhoc Reports as needed.

Advanced formulas, VBA, ODBCs, Conditional Formatting, Macros (Advanced), and Array Formulas. The candidate must also have experience in creating Dashboards, Reports, Graphs, Charts, and writing technical reports and work instructions. This includes providing advice to leaders based on findings. Additional experience in Python, CSS, HTML, Monkey Chimp, and other related programs. Training in PMP. Microsoft project, various scheduling and analysis programs.

Cheers101.com – Director [2007-current]

Assist student athletes and their parents in transition from high school into colleges, programs and scholarship opportunities.. www.cheers101.com .

Education : Austin Community College, Austin, Texas

Mortgage Finance Certification 5/2005

A+ Certification Education, ACC 3/10

Net+ Network certification Education, 3/10

MCSA (Microsoft Certified Systems administrator) official training program 4/10.

Sidney Lanier High School, Austin, Texas: High School Diploma 5/1982

Software skills: Win Office Suites, Photoshop, Illustrator, Adobe Suites, ACT, Calyx, Byte, Encompass, Unified, Ellie Mae, DU, LP, several proprietary bank software, SEO programs, Webcaster, CoffeeCup Web Design, Monkey Key Web Design, Word Press, Google Products, QuickBooks, Peachtree, several other software programs, computer literate, IP Addressing, WIN7, WinXP, WinVista, HTML, Vizio Basic, Visual Studio ’08, CSS, Photoshop, Business writing, Enterprise Desktop,Installing & Configuring Systems, Power Point, Microsoft Project programs, Oracle programs, Peoplesoft 9.1, SQL, ITIL, VMWare, additional programs available upon request.

Hardware skills: IBM PC Compatible, Video Cards, NICs, Motherboards, Networking, Flash, Project Management, Microsoft Exchange, 2003 Server management and installation, Desktop support (Windows), Experience sourcing components from Asia/Nationally. Laptops, Desktops, All-In-Ones (HP), Servers, and card readers., A+, Net+, MCSA training, limited cloud computing (VMware v4.1) on a server level, as well as some light networking of same.

Social Media skills: Facebook, MySpace, Twitter, Blogger & various other Blogs, LinkedIn, YouTube, Google Ads, Google Analytics, Google Tools, Google Suite of products, Backlinks, Page Ranking and Keywords, Word Press, Collaborations, Multi-media, Entertainments, brand monitoring, ServiceNow, MS Access, Mail Merges, mail Chimp, Unica, iPerceptions, ODBC, Array formulas, macros, SLA data capture, Adobe Digital marketing suites, IBM digital analytics, metrics, basic metrics, advanced metrics, DOS (quality attributes),

References:

Tyler Lambert 512-***-****

Don Jourdan 512-***-****

Ann Breckenridge 214-***-****

More available upon request

Contact this candidate