Customer Care Information Technology

Denise Holbert

Cell: 440-***-****

Email: ***********@*****.***

Summary:

Bachelor of Science in Information Technology with focus on Data Security

Experienced assisting managers with project management and implementations.

Successfully worked with teams across the globe delivering business value to include customer care

Deep knowledge of Microsoft Word, Excel, V lookup, Access, Visio, PowerPoint, Project, Snagit, Adobe, Outlook, Lotus Notes, SharePoint, SQL server, SQL queries, data mapping, ETL, Visual Studio, HP ALM, JIRA, Tableau

Application support for Checkwriter, Intelicheck, Maxxum, Installment loan system (ILS), Advanced Lending Solution (ALS), Recovery management system (RMS), EDS for credit card balance transfers, ATM support.

Responsible for requirements management, Visio workflow, process flow diagrams, use case, creating test plan, test cases, test execution, data mapping, report generation, data extraction, validation and analysis.

Focused on implementing solutions aligning with the organizations business objectives and producing value added results.

Professional Profile:

Business Analyst/Quality Analyst

Most recently with Dominion Energy worked to create and implement the Landlord web application for both internal and external users. Gathered requirements, maintained documents, preformed testing, performed demonstrations. In addition provided technical support for the customer care system application and various other applications.

A member of Wells Fargo Enterprise Application Development, responsible for development and implementation of validation processes necessary to maintain adherence to WF regulation and policies.

PNC ATM development group reflecting the needs, values and goals of customers, employees, communities and shareholders.

Instrumental in maintaining PNC’s reputation for technology excellence in business applications and new innovations.

Responsible for liaising technology infrastructure and specific lines of business both within PNC and with external vendors and off shore contactors.

Focused on implementing solutions aligning with the organizations business objectives and producing value added results.

Managed and performed diverse responsibilities with strong experience in methodologies: Waterfall, SDLC, PMLC, Agile, Six Sigma Greenbelt

Systems Administration: Large scale banking systems administration and support in a production environment to include completing quarterly and annual system audits timely and with no errors, perform updates, system integrations, testing and track changes.

Tools:

Programs: Microsoft Word, Excel, Access, Visio, PowerPoint, Project, Snagit, Adobe, Outlook, Lotus Notes, SharePoint, SharePoint Designer, InfoPath, UltraEdit, Notes ++, IntelliPrint, Information Security

Data Analysis: Histograms, Pareto charts, pivot tables, data analysis and validation

Test Management: HP ALM, Fast Track, Excel, SharePoint

Testing: Create test plan and test scripts in HP ALM, execute regression, component (CIT), integration (SIT), user acceptance (UAT) testing, User Interface (UI), Blackbox, Whitebox, web applications, data validation, end to end system testing, load runner, defect management and reporting to include documentation and process for recreation and retest.

Database: CC TOAD, SQL tools, Websphere, Infomaker

Programming Languages: XML, HTML, XSD

Documentation: Project Charter, scope, requirements documents, functional specifications, test plans and procedures, user and system documentation, process workflows, use case and process flow diagrams, charts and graphs. Create Use case and user Stories (Behavior based Development, BDD)

Other:

Performed audits on data quality including timeliness of data extraction, data and transaction transfers and accuracy of input and connection with internal and external payment channels

Performed inspections, investigated and resolved data-related problems.

Vendor management RFI/RFP and SOW

Remained compliant with SOX (Sarbanes Oxley), ISO 9000, Basel II, Check 21, Customer and Data privacy, and other regulatory requirements

Provided applicable training to employees/end-users, as required.

Provided support to other team members, as requested

Gathered workforce measurement information

Ability to combine management and technology skills to meet and exceed organizational goals.

Experienced assisting managers with project management tools like MS-Project for status, reporting, analytics & planning (Work Breakdown Schedule (WBS), critical paths, network diagramming, projecting task duration, resource requirements and management; Gantt & Perato charts).

Successfully worked with teams across the globe delivering business value.

Professional Experience

Capricorn (Dominion Energy) July 2019 – Dec. 2023

Department: Information Technology Support Center

Business Systems Analyst

Liaison between technology and business partners, create instruction/training materials, document processes and process changes. Created business functional and non-functional requirement documentation, workflow and data flow diagrams, provided direction/training and support to end users, assisted with implementation, testing and monitoring of system functions, data flow and data validation.

Responsibilities/Accomplishments:

Facilitated meetings with stakeholders to identify needs and negotiate business solutions.

Analyzed existing requirements, identified root cause/issues and design approaches/requirements

Facilitated meetings with stakeholders to develop data requirements

Designed and developed screen mock-ups and data flow diagrams.

Performed business process improvement reviews

Initiated new procedures review to enhance work activity.

Discussed business requirements with stakeholders to determine impact of business process and/or software changes.

Collabera (Wells Fargo) Oct. 2017 – July 2019

Department: Application Security Center of Excellence

Business Systems Analyst

Responsible for requirements management, Visio workflow diagrams use case, report generation for Control Validation and Operations performance reporting support.

Document and implement new process for performing Control Validations.

Performed Control Validation for adherence to EASP (Enterprise Application Security Program) software development and information security practices and collect security artifacts.

Other duties included: liaison between technology and business partners, create instruction/training materials, document processes and process changes. Create process flow diagrams, business functional and non-functional requirement documentation, work flow and data flow diagrams, provide direction/training and support to end users, assist with implementation, testing and monitoring of system functions and data flow and data validation.

Responsibilities/Accomplishments:

Facilitated meetings with stakeholders to identify needs and negotiate business solutions.

Analyzed existing requirements, identified root cause/issues and design approaches/requirements to improve quality

Facilitated meetings with stakeholders to develop data requirements for reporting.

Designed and developed screen mock-ups and data flow diagrams.

Performed business process engineering and improvement reviews.

Initiated new procedures to enhance work activity.

Discussed business requirements with stakeholders to determine impact of business process and/or software changes.

Report creation and generation

Developed data models using Visio and PowerPoint to show data flow, process flow charts and diagrams.

PNC Bank (formerly National City Bank) 2002 – 2017

Department: Retail Operations ATM Development Jan 2014 to Mar 2017

Business Systems Analyst/Quality Assurance Analyst

Development of ATM multi-vendor software - responsible for creating test plan, test cases and writing test scripts for both client side (software installed on each ATM type and platform) and server side (system integration, UI for ATM monitoring and repair, reporting, and Direct Marketing to include configurations for each product type and customer profile) with 3rd party vendor software. My main responsibilities were server-side testing and all server-side application integration's, data validation, report generation, and defect management.

All current ATM’s in production, over 8000, were converted while continual development iterations were implemented. This meant changes to current testing as well as reconfiguration of ATM’s and vendor code.

The continual review and changes allowed the opportunity to refine processes and make improvements whenever possible.

Responsibilities/Accomplishments:

Created test plans and test scripts in HP Application Lifecycle Management (ALM), generated status reports

Test SIT, UAT, CIT, Regression, integration, load runner, User Interface (UI), black-box, white-box, system integration, full end to end cycle testing for compliance with functional, non-functional requirements

Defect management and retest - lead meetings to discuss findings

Worked with offshore testers, inhouse testers, vendors and development personnel.

Pulled client and server logs using Websphere and vendor supplied products for use with defect analyses

Used diagnostic tools such as TOAD for data analysis

Report generation for ATM transactions

Data validation from multiple sources to include file types: XML, HTML, XSD, CSV, Websphere, and other legacy systems

Liaised between the business, development teams and vendors on daily basis

Provided detailed instruction documentation, training and on-going support to team and end users

Business Systems Analyst

Responsible for requirements management, Visio workflow diagrams, use case, creating test plan, test cases. Complete data mapping for report generation for mandatory 7-year data retention to comply with Sarbanes Oxley and other regulatory requirements and for Operations user support.

Used XSD and XML for element data mapping, report creation and layout.

The process of uploading file to system of record had to be mapped, created, and implemented.

lead person on this process and worked closely with MIS and other area programmers when needed.

Worked with vendors on daily basis to include creating RFI/RFP and SOW's as needed for additional software upgrades or improvements.

Other duties include: liaised between technology and business partners, created instruction/training materials, documented processes and process changes. Created process flow diagrams, business functional and non-functional requirement documentation, work flow and data flow diagrams, provided direction/training and support to end users, assisted with implementation, testing and monitoring of system functions and data flow and data validation.

Responsibilities/Accomplishments:

Facilitated meetings with end users to develop current state business processes.

Analyzed existing requirements and performed requirement modifications

Facilitated meetings with end users to develop data requirements for the reporting, GL and direct marketing modules

Designed and developed screen mock-ups and data flow diagrams.

Performed business process engineering and improvement reviews

Initiated new procedures to enhance work activity.

Discussed business requirements with end-users to determine impact of business process and/or software changes

Report creation and generation

Data mapping and data migration using given tools such as Excel, Access, SharePoint

Developed data models using Visio and PowerPoint to show data flow, process flow charts and diagrams

Familiar with languages: XML, HTML, JAVA, Visual Basic,

File types: XSD, dbf, csv, txt, rtf, jpg, vb, exe, pdf, xls, zip, vsd, docx, psd, bmp, gif, wav, png, tif, mpg,

Data analysis and validation, assist with defect analysis and assist with resolution

SQL Tools, Websphere, TOAD, Excel queries, SnagIt, and Access necessary to extract data for analysis

Integration and User Acceptance Testing

Liaison between the business partners, development, vendor teams and off shore contractors

RFI/RFP and SOW's

End-user training

Business Systems Analyst Jan 2008 – Jan 2014

(Lending Services and Default Management)

The applications supported include: Checkwriter, InteliCheck, Speedpay, Maxxum, EDS mainframe application used for credit card balance transfers, ILS – Installment Loan System, RMS for account write-offs, IntelliPrint, and SharePoint development. I worked through Analysis, Design, Construction, Implementation, and Post Implementation phases matching client needs to software functionality for system implementations, upgrades, integrations, and on-going system support. Data Requirements for system conversion or modifications of legacy system.

Systems administration and support for small, mid and large-scale applications in a financial production environment

Completed quarterly and annual (SOX) audits, on all systems I was responsible for, timely and with no errors.

Produced scheduled and ad hoc reporting from systems, SQL and other data bases as needed

Performed system backup and recovery testing

Performed or assist with system updates and upgrades working with development team, LOB's, Stakeholders, vendors, and corporate audit

Worked with development team members to insure code functionality was matched to business user requests.

Developed process and data flow charts, requirements gathering,

Facilitated meetings to discuss business requirements. Then create multiple alternatives for the business to select from. Discuss each option and its cost/benefit while controlling the scope of the project.

Experience working with 3rd vendors, RFI/RFP and SOW's

Data mapping and data migration using given tools such as Excel, Access, SharePoint

Familiar with languages: XML, HTML, JAVA, Visual Basic,

SQL Tools, TOAD, Excel queries, SnagIt, and Access necessary to extract data for analysis

Developed test plans, test cases, test scripts, track changes, report defects using HP Application Lifecycle Management (ALM)

Resolved system issues and incident tickets quickly with no customer impact, consistently meet or exceed timelines

Performed data extraction, analysis and data validation

Developed in-depth training materials, end user training sessions to include live demonstrations, recorded sessions, and PowerPoint presentations

Completed green belt six sigma training and certification

Provided on-going system support

Quality Analyst

Development of ATM multi-vendor software - responsible for creating test plan, test cases and writing test scripts for both client side (software installed on each ATM type and platform) and server side (system integration, UI for ATM monitoring and repair, reporting, and Direct Marketing to include configurations for each product type and customer profile) with 3rd party vendor software. My main responsibilities were server-side testing and all server-side application integration's, data validation, report generation, and defect management.

Senior Operations Analyst Jul 2003 – Jan 2008

(Loss Mitigation/Default Management)

Promoted to Systems Administration/Business Analyst

Responsibilities/Accomplishments:

Supported over 900 people in seven locations across bank footprint for system access

Identified and obtained all necessary user accesses to systems and applications needed for each position

Designed and build process for request system

Determined access level needed and work with application development, information protection, MIS and 3rd party vendors to ensure users can perform necessary functions.

Provided production support for users and application issues,

Generated audit and other ad hoc reports

Designed and built document management workflows for multiple areas within the bank using SharePoint and SharePoint designer, network file share, mainframe, Systemware and Clarity

Developed processes for users to request, track and communicate system accesses.

Development and implementation of Roles based access for all of Lending Services

Performed quarterly and annual application audits to ensure compliance to regulations

Worked across lines of business to ensure issues are resolve quickly to minimize risk and customer impact.

Developed Security Access Matrix and System Access Matrix adopted by corporate audit to ensure adherence to banking policies and regulations.

Worked with lines of business, Information Protection, MIS, and vendors on application enhancements and upgrades.

Developed test cases and test scripts for application upgrades and data migration

Migrated system users to new applications, provide application and user support after migration

Developed user training documentation

System administrator for multiple applications: Speedpay, Checkwriter, Maxum, RBAC, Project Management

Account Adjustment Specialist Nov 2002 – Jul 2004

(Collections/Default Management)

Responsibilities:

Responsible for reaching out to customers to collect payment for overdue loans, or other payments. Acts as the liaison between the bank and customers and manages overdue accounts.

Extensive contact with the public in a fast paced, goal oriented environment.

Superior communication and organization skills

Knowledge of bank systems and platforms for use in contacting clients and managing customer accounts: ILS - installment loan, RMS - recovery management, and CMS - customer management systems, CACS, Speedpay

Customer server skills necessary to meet National City standards and excel at customer relations.

Goal oriented to meet set standards and time frames.

Developed in depth understanding of bank applications and platforms

Adhered to bank policies

Consistently meet or exceed set goals

Strong customer service skills

MicroPro Cleveland, OH Apr 1999 – Oct 2002

Computer Technician

Reason for leaving: Pursue another opportunity

Responsibilities:

Duties included extensive contact with the public in a fast paced, goal oriented environment. Superior communication skills and organization are central to this position.

Build computer systems to include hardware and software.

Provided support for computers sold to trouble shoot and support all components and resolve any customer issues.

Job required superior customer server and communication skills.

Strong understanding and support of all software and hardware computer components to include Windows and Windows NT operating systems support.

Job was goal oriented and necessary to meet set standards and time frames.

Developed strong knowledge base of Windows operating systems

Developed strong knowledge of computer components, able to trouble shoot and resolve issues with customers.

Consistently meet or exceed set goals

Strong customer server skills

Education:

Bachelors of Science in information technology with focus on information security (2010)

Information Technology courses including information security, web systems, computer networking and software engineering, familiar with coding for HTML, XML, Java, Visual Basic

Associate Degree Business Management (2006)

Business Economics, Financial Management, International Management, Accounting and Business Analysis, Leading People and Teams, Strategic Human Resource Management

Ohio School of Financial Ed (1999)

Banking Service Representative

Fort Worth School of Business (1989)

Business and Statistical Accounting

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