Manager Office
Resume:
Mercersburg, Pa *****
or
add6hv@r.postjobfree.com
add6hv@r.postjobfree.com
Mark W. Lohr
Career Summary
Solutions focused business leader offering more than 15 years of experience in business, project & quality assurance analysis, project management and PMO governance. This experience is coupled with a wide ranging skill set including credit cards, credit evaluation, loss mitigation, mortgages, IVRs, website & mobile testing and system development.
Experience
9/19-Present Patriot Federal Credit Union Chambersburg, PA
Business Analyst
Work with business sponsors to determine scope of project being assigned. Specialized in impacts to Symitar Business System and various applications.
Write business requirements based on business wants and needs utilizing several forms of data
Work with various levels of development and management to see projects installed into real world applications.
Installed true life cycle project testing process. Developed process & procedures, templates and call flows for reference documentation
Installed true business analysis process. Developed process & procedures, templates and call flows for reference documentation.
Serve as system administrator
Environment/Tools
Symitar, Mainframe, Team Dynamix Microsoft Office
7/18-9/19 Celerity McLean, Va
Business Analyst /Project Manager (Contracted to PenFed Credit Union McLean, Va)
Worked with business sponsors to determine scope of projects being assigned.
Assisted in business requirements creation
Created detailed project plans
Managed and reported projects in various stages of the product life cycle
Created document templates for business to use
Environment/Tools
Power Point, Mainframe, Clarity, Microsoft Word, Microsoft Excel, JIRA
Business Analyst /Test Coordinator (Contracted to Highmark, Camp Hill, Pa)
Worked with business sponsors to determine scope of projects being assigned. Specialized in Highmark Health Solution’s operating system.
Assisted in business requirements creation.
Oversaw the testing efforts of projects from initial conception to implementation (full product lifecycle). Obtained and report daily metrics to senior management.
Worked with testers and business analysts to ensure project requirements and specifications were working as designed.
Worked with various levels of development and management to see projects install in real world applications.
Worked with 3rd party vendors and internal customers if issues were discovered to resolve them to curb poor customer experiences or impacts to the business.
Environment/Tools
Highmark Health Solutions operating systems, Power Point, Mainframe, Client Claim Comparison Testing, Clarity, SPro, Power Point, Clarity, ClearQuest
4/18-7/18 Norgate Technology Garden City, NY
QA Test Lead (Contracted to Citibank Hagerstown, MD)
Wrote and executed comprehensive test plans and scripts that covered the entire user experience.
Completed quality assurance assignments utilizing desktop computers, mobile devices (android and apple) & tablets.
Identified and reported layout and functional issues as well as content, legal and compliance inconsistencies.
Managed 4 testing resources as well as provided them coaching and training opportunities
Worked with various levels of development to see project install into real world applications and IVRs.
Provided estimations for QA (Quality Analysis) work assignments as well made sure work assignments were completed within assigned deadlines and/or budget
Opened defects in Quality Center (ALM) and work with developers to get the defect resolved in a timely manner.
Communicated issues and concerns to Project managers.
Assisted in the daily testing workflow to maximize testing opportunities.
Environment/Tools
Citibank’s FDR, NAPS and CI CDE Mainframe account conditioning tools, Quality Center, Microsoft Office Products including Visio, SharePoint
3/17-3/18 First Guaranty Mortgage Corporation Frederick, MD
Business Process Manager
Worked with business sponsors to determine scope of project being assigned. Specialized in impacts to Encompass Business System and various applications.
Wrote business requirements based on business wants and needs several forms of data
Worked with various levels of development and management to see projects install into real world applications.
Worked with 3rd Party Vendors and internal customers if issues were discovered and work to resolve them to curb poor customer experiences or impacts to the business.
Oversaw project lifecycle from beginning to end (creation to installation).
Worked with application testers to ensure project requirements and specifications are working as designed. Work with application to ensure issues are resolved prior to installing projects into real world situations.
Familiar with Ellie Mae Encompass data system.
Managed upwards of 40 or more projects at any given stage of a project’s lifecycle at any given time.
Environment/Tools
Agile, SDLC, Ellie Mae Encompass, LeanKit, Service Desk Plus, Manage Engine, JIRA, AFS
5/16-2/17 Exclamation Labs Cumberland, MD
Senior Web Quality Control Engineer 2
Wrote and executed comprehensive test plans that covered the entire user experience.
Completed quality assurance assignments utilizing desktop computers, mobile devices (android and apple) & tablets.
Identified and reported layout and functional issues as well as content, legal and compliance inconsistencies.
Managed 2 part time testing resources as well provided them coaching and training opportunities
Worked with various levels of development to see project install into real world applications and IVRs.
Provided estimations for QA (Quality Analysis) work assignments as well made sure work assignments were completed within assigned deadlines and/or budget
Environment/Tools
Web Based, Mobile Devices, Tablets, IOS, Android, JIRA
9/14-5/16 Citi Card VRU Projects Hagerstown, MD
Sr. Project Analyst
Worked with business sponsors to determine scope of project being assigned. Specialized in impacts to IVR (Intelligent Voice Recognition) and/ or VRU (Voice Recognition Unit) applications.
Wrote business requirements based on business wants and needs utilizing Visio and application tables and/ or codes.
Worked with various levels of development to see project install into real world applications and IVRs.
Worked with 3rd Party Vendors if issues were discovered and worked to resolve them to curb poor customer experiences or impacts to the business.
Oversaw project lifecycle from beginning to end (creation to installation).
Worked with application and IVR testers to ensure project requirements and specifications were working as designed. Worked with application and IVR testers to ensure issues were resolved prior to installing projects into real world situations.
Familiar with USAN (United States Advanced Networks), Verizon and Nuance 3rd party contracted vendors. Familiar with ICM (Intelligent Call Management) data interactions.
Managed upwards of 7 or more projects at any given stage of a project’s lifecycle at any given time.
Environment/Tools
Citibank’s UCSS, JWS (Judgmental Work System), AWS (Agent Work System) and Apollo user systems, Citi Portal, Quality Center, Microsoft Office Products including Visio, SharePoint
11/12-9/14 CitiMortgage-Loss Mitigation Hagerstown, MD
Sr. Underwriting Manager
Oversaw the Underwriting process for FHA (The Federal Housing Authority) and VA (Veterans Administration) for the Hagerstown site. I met daily with 26 Underwriters on site and 5 off-site underwriters to answer any questions, comments and/or concerns they may have.
Completed monthly rebuttals for CitiMortgage’s MAC group (Mortgage Assessment Control\ internal Audit) review of the Underwriter’s files. I worked with each Underwriter who received a finding as well as their Manager and Team Lead to review the findings and construct the proper rebuttal which was submitted to MAC. I met with our MAC department to further discuss any outstanding concerns in order for our department to achieve its overall goals
Worked directly with CitiMortgage’s Risk Underwriting, 2LUR (2nd Level Underwriting Review) and MAC to ensure Underwriters received the best direction on underwriting files. I reached out to our support departments when there is a concern that requires additional assistance so that we were following all required policy requirements.
Worked with CitiMortgage’s Compliance and Legal departments to ensure we were adhering to the proper internal and government guidelines when working files. When submitting training flashes, document updates, etc. I attended calls and meetings to make sure proper policy was followed.
Cared for escalated files and complaints by working directly with various departments to achieve a solution that met internal compliance and legal regulations as well as government regulations. Cared for issues/concerns that arise throughout the Loss Mitigation process.
Created a universal FHA/VA SharePoint site for Underwriters and management staff to utilize. This site housed trainings, tools and information that was used my staff from several different sites
Oversaw the sending of communications that affected FHA and/or VA policy to management and staff who worked across multiple sites. Held bi-weekly calls with 8 teams across 3 sites as well as monthly calls with our Risk Underwriting, MAC and 2LUR departments.
Actively led/participated on projects that were due to new government regulations from HUD (Department of Housing and Urban Development) and/or FHA (The Federal Housing Authority).
Environment/Tools
Citibank’s UCSS, JWS (Judgmental Work System), AWS (Agent Work System) and Apollo user systems, Citi Portal, Quality Center, Microsoft Office Products including Visio, SharePoint
01/10-11/12 CitiMortgage-Loss Mitigation Hagerstown, MD
Testing Coordinator/Projects
I was responsible for writing the test scripts and assisting the testers in executing the test scripts.
I was responsible for opening defects in Quality Center and working with developers to get the defect resolved in a timely manner.
I was responsible for communicating issues and concerns to Project managers.
I assisted in the daily testing workflow to maximize testing opportunities.
I was responsible for ordering my testers access to the various systems.
Environment/Tools
Citibank’s UCSS, JWS (Judgmental Work System), AWS (Agent Work System) and Apollo user systems, Citi Portal, Quality Center, Microsoft Office Products including Visio, SharePoint
02/09-01/10 CitiMortgage-Loss Mitigation Hagerstown, MD
Underwriter
Analyzed and processed financial information to best determine what Loss Mitigation workout would be best for the borrower.
Had Underwriting Delegation and $500,000 Underwriting Authority.
Environment/Tools
Citibank’s UCSS, JWS (Judgmental Work System), AWS (Agent Work System) and Apollo user systems, Citi Portal, Quality Center, Microsoft Office Products including Visio, SharePoint
07/07-02/09 Citibank-Citi Cards Hagerstown, MD
Project and Testing Analyst, Delivery Strategy and Development
Oversaw key components in scripting the Business Requirements Documents (BRD).
Worked with Information Technology (IT) and software developers to accurately capture test scenarios.
Trained and worked with User Acceptance Test team in the analysis and execution of test scripts.
Compiled data for release reporting and performed risk assessment, mitigation and resolution plans.
Created post implementation scripts and oversaw delivery of changes during implementation.
Oversaw testing efforts and acted as release manager for overall release when necessary.
Represented Service Engineering on status calls with senior management. Spoke to release status and issues.
Environment/Tools
Citibank’s UCSS, JWS (Judgmental Work System), AWS (Agent Work System) and Apollo user systems, Citi Portal, Quality Center, Microsoft Office Products including Visio, SharePoint
03/04-07/07 Citibank-Citi Cards Hagerstown, MD
UAT Testing Specialist
I was responsible for writing the test scripts and assisting other testers in executing the test scripts.
I was responsible for opening defects in Quality Center and working with developers to get the defect resolved in a timely manner.
I was responsible for communicating issues and concerns to Project managers.
I assisted in the daily testing workflow to maximize testing opportunities.
Environment/Tools
Citibank’s UCSS, JWS (Judgmental Work System), AWS (Agent Work System) and Apollo user systems, Citi Portal, Quality Center, Microsoft Office Products including Visio, SharePoint
Education
03/94-08/97 Community College of Allegheny County
Associates Degree in Business Management.
Associates Degree in Marketing Management
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