Data Analyst Technical Support

Manuel Soares, MBA

San Francisco Bay Area 510-***-**** ********@*******.*** linkedin.com/in/soaresm/

BUSINESS AND DATA ANALYST

Dynamic IT and operations professional with extensive experience in Business Analysis, Data Analysis, Project Management, and process improvements. Expertise in Excel, SQL, Access, PowerBI, and Tableau, and firm understanding of programming languages like VBA and Python. Demonstrated expertise in, and understanding of, Agile methodology and SDLC. Analyzes business needs and procedures, and implements process improvements that streamline operations, increase data insight, and influence key stakeholder decision-making.

AREAS OF EXPERTISE

Project Management Business Analysis Data Analysis Data Modeling and Dashboards Technical Support Vendor Management Process Improvement System Administration

EXPERIENCE

First Republic Bank, San Francisco, CA August 2009 – May 2023

Senior Systems Analyst, Lending Technology, June 2015 – May 2023

Provided Level 1 and 2 Technical Support for lending applications. Foxtrot RPA Script Developer, Mentor, and SME.

Successfully resolved numerous production issues reported by users and maintained a 24-hour resolution SLA through in-depth analysis of extensive Appian BPM SAIL code and process models.

•Saved developers 4-6 hours of research time by documenting production bugs and system enhancements (as user stories) in Jira. ‘Write ups’ contained detailed reproduction steps and technical analysis of code, and suggested fixes.

•Experienced in all phases of software testing, to include: unit, integration, QA, regression, performance, penetration, UAT, and production validation.

•Reduced client onboarding time by 50% by integrated Loan Client Onboarding (LCO) application with front-end, customer-facing online application portal (using an API), eliminating re-keying of data.

•50% increase in completion turn-time of Short-Term Admin Extension (STE) requests by developing STE application on BPM platform that integrates to source system, allowing requests to not be missed.

•Wrote SQL queries in SQL Server Management Studio utilizing complex joins and subqueries that assembled data from multiple sources, to design powerful and insightful management reports and troubleshoot Production issues.

•Extracted, transformed, and analyzed data from multiple systems into clear and concise reports using visualization tools like charts, graphs and pivot tables, as well as providing statistical and aggregate analysis of the data.

•Built data model for Document Tracking System; created the view objects in SSMS; partnered with Enterprise Content Management (ECM) team to have views consumed by OnBase ECM system.

•Saved users 6-12 hours daily as the primary developer of, and SME for, Robotic Process Automation (RPA) scripts used to onboard and update loans in the Core Commercial Loan Servicing platform (AFS LIII).

•Engaged with business to elicit requirements for RPA scripts. Decomposed Business and Functional requirements into user stories. Delivered script requests in as little as 2 days to accommodate urgencies.

•Managed a portfolio of 100+ RPA scripts, supervising 5 offshore and onshore staff to support production issues, bug fixes and enhancements.

•Reduced built time of RPA scripts by 20% by creating standards and practices to ensure superior and consistent design and optimized performance of scripts.

•Wrote RPA script to execute Python script, allowing Bank to modernize the retrieval of index rate data.

Project Manager – Business Analyst, Lending Strategy - Lending Services, August 2009 – June 2015

Managed projects from inception to execution. Designed powerful reports and databases.

•Interpreted Reg. B Lending regulation into Business and Functional requirements for the build-out of a Reg. B tracking system. Efforts allowed bank to prove adherence to Reg. B regulation to regulators, and reduced violations by 25%.

•Managed Insurance Tracking Outsourcing project from RFP to implementation. Led cross-functional team and drove project to completion within the project timeline and within budget. Project saved 2 FTE annually.

•Managed implementation of intelligent document recognition and categorization software. Developed project proposal; managed project schedule. Project saved 2 FTE annually and increased document categorization accuracy by 50%.

•Charged with defining, planning, orchestrating, and delivering project deliverables, ensuring adherence to scope and objective. Owned PM artifacts. Facilitated and drove project meetings; documented and followed up on action items.

•Used Agile and SDLC frameworks to deliver scalable software solutions. Led business team through feasibility analysis, requirements gathering using elicitation, design, development, deployment, testing and maintenance.

Manuel Soares, MBA ********@*******.*** Page 2

First Republic Bank, San Francisco, CA August 2009 – May 2023

Project Manager, Lending Strategy - Lending Services, August 2009 – June 2015 (Continued)

•Developed MS Access application that automated loan Payoff and Demand tracking and reporting. Built user-friendly UI that produced detailed and analytical management reports. Reduced report preparation time by 75% (6 hours).

•Developed MS Access database application that tracked early loan payoffs to support the Bank’s anti-money laundering (AML) initiative for Lending. Led to identification of 1 questionable activity per month that was escalated.

•Modernized backend of aforementioned databases by connecting directly to Snowflake and Denodo by leveraging ODBC, to support the Bank’s data warehouse migration from SQL Server to Snowflake, without impact to users.

•Feature-filled database applications utilized Tables, Forms, Queries, Reports, and VBA to deliver an optimized user experience and streamline workflow. Applications were used by the Lending team for 10+ years.

•Managed vendor relationship for Lending Services’ 50+ vendors. Performed analysis on pricing options that allowed management to select most cost-effective option.

•Led contract negotiation efforts with cross-functional team consisting of Legal, Compliance, the Business and the Vendor; secured concessions that reduced risk and cost to the Bank.

ADDITIONAL RELEVANT EXPERIENCE

Irwin Home Equity, San Ramon, CA

Sr. Assoc. Project Manager, Operations Support - Lending Services

Managed upgrade to customer service website. Managed team through gap analysis, product configuration, parameter selection, user acceptance testing, and production validation.

Gathered and wrote business requirements, wrote test plans and cases, and developed training materials.

Developed ad hoc queries and reports for senior management using vendor’s proprietary business intelligence tool, MS Access, Excel, IBM AS 400, and SQL Server.

EDUCATION

Masters of Business Administration (MBA), Operations and Materials Management

California State University, East Bay

Bachelor of Arts (BA), Economics

California State University, East Bay

CERTIFICATIONS

AWS Certified Cloud Practitioner

Certified Appian Designer

Foxtrot RPA Certified Specialist

Python (LinkedIn)

COMPETENCIES

Core

Project Management Business Analysis Business Requirements Elicitation, Gathering and Documentation Vendor Management Technical Support Data Analysis, Reporting, and Virtualization QA UAT Excellent Written and Verbal Communication Skills Change Management

Technical

SQL SSMS Snowflake Denodo Appian BPM/SAIL Robotic Process Automation UI/UX Design API Framework SOAP REST MS Office Suite: Excel (formulas, macros, pivot tables, charts, Power Query), Access, Visio, Project, PowerPoint, VBA AWS Cloud Jira Confluence SharePoint AFS LIII RDBMS OnBase Tableau PowerBI Python

Methodologies

Agile Waterfall SDLC SCRUM

Languages

English Spanish Portuguese

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