Customer Service Application Specialist

Jason Roberts

SOLVER OF BUSINESS CHALLENGES WITH TECHNOLOGY & PROCESS OPTIMIZATION… 510-***-****

Savage, MN 55378 adrsv8@r.postjobfree.com linkedin.com/in/jasonwrobertsmn

Accomplished technology leader with extensive experience evolving applications and optimizing processes to deliver on enterprise future-state objectives. Known for relentless perseverance to solve business challenges, build high-performing teams, and create systems that support agility and rapid change. Strong communicator effective at rallying synergy across cross-functional teams and executing strategies to deliver on business priorities. Background in designing and implementing security and data management solutions to withstand the constant change of technology and security.

CRITICAL BUSINESS REPORTING: Responsible for overseeing the complicated process with extensive oversight and regulations to deliver monthly financial worthiness reports to the Federal Reserve.

M&A DATA MIGRATION: Designed, developed, and implemented the Wachovia/Wells Fargo merger data mart, launching within 1 month and exceeding accuracy goals by 12%.

DATA MANAGEMENT: Key driver in constructing the enterprise-wide 10TB big data platform and evolving the Wealth Management leads platform leveraging big data and AI to drive greater business value.

CORE COMPETENCIES

Strategic and Operational IT Leadership Big Data & AI Data Warehouse Management

Software Development Lifecycle (SDLC) Project Management Cloud Computing

Risk Governance & Data Security Vendor Management Application Management

Business Continuity & Disaster Recovery Regulatory Compliance Global Interdisciplinary Team Leadership

PROFESSIONAL EXPERIENCE

WELLS FARGO, Minneapolis, MN August 2006 – July 2021

A multinational financial services organization ranked 30th on Fortune 500.

Analytics Manager 2016 – 2021

Accountable for managing 5 business critical application environments, directing an onshore/near-shore/off-shore team of 30+ spanning disciplines of project management, business consulting, and software developers. Develop and execute business-focused technology strategies to support the Wealth Investment Management division.

Directly responsible for maintaining and evolving the Federal Reserve monthly reporting of the Wealth Investment Management commercial, consumer, and mortgage ‘worthiness’ reports to maintain compliance.

Built a high-performing, agile team to support the complicated reporting process and frequent changes.

Key member in designing and launching enterprise-wide big data platform that supports over 10TB of data.

Evolved internal Wealth Investment Management client leads program to provide greater availability and simplicity to route brokerage leads to field teams, supporting over 95K/month.

Leveraged AI and Big Data to improve algorithms for qualifying and assigning leads, improving field team experience and overall business results.

Designed and implemented a new environment for OCC reporting to improve visibility for 3rd party and internal analyses for potential misconduct, launching platform in 3 months.

Developed business continuity plans for critical applications with planning proving effective during data center incident, resulting in assisting other application teams to design requirements that meet SLA.

Empower and engage a global team providing mentoring and development opportunities to assist in achieving personal and organizational goals.

Marketing Database Strategic Consultant Manager, Berkeley, CA 2012 – 2016

Oversight of ~12 simultaneous data management initiatives, quarterly data mart enhancements, and technical maintenance for Wells Fargo Wealth Brokerage and Retirement. Led a global technical team of 17 within Wells Fargo and Wells Fargo Enterprise Global Services (EGS).

Drove significant programs, process improvements, communication, and team visibility efforts to achieve implementation, operation, and service level agreement (SLA) timelines.

Deployed a multi-million dollar data migration effort to a new platform within one year, impacting 300+ users.

Directed a $4M project to launch a new data mart to track and credit risk and report to the Federal Reserve, responsible for working with auditors and business units to drive project success.

Oversaw entire software development lifecycle (SDLC), actively communicating with project managers and business units to achieve project goals and initiatives.

Obtained reputation as Wells Fargo source system expert, talented at tracing data lineage and source data.

Marketing Database Strategic Consultant, Berkeley, CA 2009 – 2012

Senior lead architect responsible for managing data warehouse design and implementation for Wealth Brokerage and Retirement division.

Designed, developed, and implemented merger-related data mart for account and client consolidation between Wells Fargo and Wachovia, achieving immediate data-bridge launch within 1 month and complete rollout within 6 months.

Increased merger plans by 50% through strategic planning and execution, exceeding data accuracy by 12%.

Developed client tracking system to identify key clients within Wachovia to maintain retention through personal customer service efforts by individual banks and teams.

Launched revenue tracking system throughout enterprise, uncovering business requirements, constructing platform, implementing over 100 tracking calculations, and driving execution to banks nationwide.

Application System Engineer, Berkeley, CA 2006 – 2009

ETL (Extract, Transform and Load) architect and lead designer overseeing business initiatives, enhancements, and operations for Wealth Brokerage and Retirement line of business data mart.

Co-developed the Client Value and Insight coding, an initiative estimated to achieve $50M in annual savings.

Created a prominent client tracking system to improve customer service, banking relationships, and client retention.

Launched Teradata infrastructure upgrades, capacity planning, and UNIX server migrations throughout multiple data mart environments to achieve optimal efficiency.

Previous Professional Experience:

California State Automobile Association (CSAA), Berkeley, CA -

Senior IT Data Warehouse Developer, ETL Team Leader, IT Data Warehouse Developer/Analyst, Data Mart Application Specialist, BSA

EDUCATION

UNIVERSITY OF TOLEDO, Toledo, OH

Bachelor of Arts (B.A.) in History

Contact this candidate