WORK EXPERIENCE
FEDERAL RESERVE BANK OF PHILADELPHIA 2007 – DATE
One of a network of 12 regional branches of the Federal Reserve Bank situated across the United States of America.
SENIOR QUALITY ASSURANCE ANALYST 2011 – DATE
Joined a team of analysts carrying out assessment of system requirements, tracking defects and fixes, and testing new software and systems to ensure seamless integration. Proposed solutions to existing and potential problems in IT systems, ensured new systems met with business requirements and maintained high levels of security. Collaborated with programmers and software developers to optimise performance of applications.
Key member of Secure Payment System transformation project during GWA release. SPS is a crucial element in Treasury infrastructure and the project involved the assignment of a unique code to each transaction to identify its provenance and destination. This substantially increased security and simplified reconciliation and error resolution.
Enhanced clarity and robustness of Service Centre test result system; introduced a more user friendly graphic representation of results, and segmented them by project date and sub project. This also facilitated project audits.
Maintained Secure Payment System and compliance during government furloughs imposed by the budget crunch. This security initiative involved correspondence with and travel to the Treasury department.
Boosted system performance and functionality through production of reports that identified actual and potential issues and suggested alternative solutions across a number of projects.
SERVICE DESK TECHNICIAN 2007 – 2011
Contracted through the Judge Group to provide second and third level support to a network of 800 users; converted to full time employment within six months. Carried out preventative maintenance, identified and eliminated security vulnerabilities, and automated tasks using enterprise end-user management tools.
Consistently met or exceeded Service Level Agreements; personally closed 150 to 200 tickets per month through troubleshooting PC, Blackberry and network issues. Maintained 24/7 emergency support for US network.
Rolled out high priority Java compliance project (java 1.2.0.20 and SEP 11/12) with over 98% delivered ahead of schedule despite heavy manual fix ratio.
Eliminated inefficiencies as integral member of National Incidence Response Team (NIRT); identified large number of false positives to free up resources.
Maintained high levels of security in highly sensitive environment; ensured timely update of virus definition files across the network.
Maximised efficiency in mobile network upkeep through installation of third party apps with SMS via the DSC, including java upgrades, adobe and AD-SQL.
Updated entire PC network through rollout of Win 7 Enterprise (64) to over 1100 workstations.
RADIAN GUARANTY INC., PHILADELPHIA PA 2006 – 2007
Philadelphia based subsidiary of Radian Group. Provides mortgage insurance protecting lenders against loan default as well as services to enable homeowners to purchase homes with smaller downpayments.
LOAN TECHNICIAN, BLUEBELL REGIONAL OFFICE
Employed in the regional service centre and tasked with review, organisation and indexing of electronic data principally relating to mortgage contract collateral. Prepared and dispatched loan documents to investors, maintained loan files and responded to ad hoc queries from underwriters.
Boosted team performance; organised daily workflow assignments and trained colleagues in various job functions.
Delivered high levels of client satisfaction across a broad range of internal customer queries.
GMAC MORTGAGE CORPORATION, HORSHAM PA 2005 – 2006
Multi-billion-dollar loan origination and servicing business operating across the US and internationally, subsequently sold to Ocwen Loan.
DOCUMENT AUDITOR
Joined the Horsham regional office as an Administrator and Auditor, charged with the verification of documents according to FNMA, GNMA, and FHLMC, as well as private investor regulations, upkeep of inventory for large volumes of incoming and outgoing loans, preparation and issue of pool certifications, and documentation of unmarketable loans.
Maintained accurate and reliable data in pressured environment dealing with high volumes of data.
EDUCATION
CompTIA A+ Certification,2001
Diploma in Microcomputer Network Operations, CHI Institute, 2001
OTHER
Excellent IT skills across MS Windows, MS Office Suite, Lotus Notes and PC / Window server Networks, VPN, WPA and WPA2, ESSO, Symantec and the Secure Payment System.
