Transition Soecialist or Technical Support
Resume:
Vanessa Santana
**** ******* ** *********, ** ***37
*******.***********@******.***
Professional Summary:
Results-driven Technical Support Engineer and Financial Services Professional with 15+ years of progressive experience across financial technology, with an emphasis on banking, mortgage lending and compliance. Proven expertise in project execution, client migrations, system implementations, financial analysis, and Bank Secrecy Act (BSA) Risk/Anti-Money Laundering (AML) compliance. Skilled at translating complex business needs into actionable project solutions, driving stakeholder engagement and delivering a complete client experience. Recognized for having a high level of research skill to determine a clients needs and in turn execute an organized plan to work through client migrations.
Skills:
•Project Analysis & Execution
•Banking & Mortgage Lending Operations
•Regulatory Compliance, AML/BSA Risk, Financial & Credit Analysis
•Client Relationship Management System Migrations (MortgagebotLOS, Originate Mortgagebot, Decisionpro, Laserpro and Treasury Platforms)
•Business Process Optimization Risk & Issue Resolution
•Salesforce, Power BI, ServiceNow, MS Office, Typing – 75 wpm
•Hosting and Training Client Migrations
•Bilingual in English and Spanish
Key Accomplishments:
•Led 250+ banking client migrations (Fiserv, Truist) ensuring successful onboarding, minimal disruption, and enhanced client satisfaction.
•Developed and implemented SOPs at FIS Global, improving QC accuracy by 35% and strengthening audit readiness.
•Enhanced compliance controls at SunTrust by conducting AML/BSA training and investigating suspicious activity, ensuring adherence to federal guidelines.
•Recognized for excellence in client support at Finastra, reducing escalations by creating self-service knowledge articles and testing solutions in stage environments.
•Consistently managed multiple concurrent projects with on-time delivery, supporting both technical and business teams.
Professional Experience:
Transition Management Specialist Apex Systems Inc. / Truist Bank – Orlando, FL 10/2024 – Present
•Provide end-to-end support for transitions to multiple Truist platforms, including Digital Banking and Digital Treasury.
•Create and manage Salesforce tickets to resolve client platform issues.
•Onboard and provide training as primary point of contafct for clients in the Digital Treasury Platform.
Technical Engineer Finastra Inc. – Lake Mary, FL 01/2022 – 10/2024
•Provided technical support for Loan Origination & Point Of Sale systems to new and established executive clients.
•Validated loan estimates, disclosures, credit reports and other documentation to ensure regulatory compliance.
•Partnered with Fannie Mae, Freddie Mac, and third-party vendors to resolve mutual client issues.
•Created knowledge articles that improved client self-service and a reduction in escalations.
•Crosstrained on DecisionPro and Laserpro while maintaining proficiency in MortgagebotLOS and Originate Mortgagebot
Project Analyst Fiserv Inc. – Lake Mary, FL 11/2019 – 01/2022
•Performed client meetings during pre-migration and live day and post migration phases, serving as primary point of contact.
•Collaborated with Project Managers to execute seamless client transitions focusing on minimized risk exposure.
•Performed extensive research on migration issues, documented incident requests, and created detailed client presentations for client readiness.
•Facilitated lessons learned sessions to optimize future project delivery.
Operations Analyst FIS Global Inc. – Orlando, FL 04/2012 – 11/2019
•Led quality control checks on mortgage documentation, ensuring compliance with federal regulations.
•Created Standard Operating Procedures that streamlined operations and improved staff accuracy.
•Analyzed HELOC, HE Loans, and conventional loan data for escrow, insurance, and tax accuracy.
•Conducted credit report and fee analysis, validating disclosures and underwriting transmittals.
Operations Analyst II SunTrust Banks Inc. – Orlando, FL 08/2005 – 12/2012
• Investigated suspicious wire activity and trained staff on BSA/AML protocols.
•Verified high-value wire transfers, ensuring adherence to compliance thresholds.
•Delivered risk mitigation strategies for project and operational risks.
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