Experience

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  M&T Bank

  • Baltimore, Maryland, United States

  • Assistant Vice President, Business System Analyst III

    • May 2023 - Present
    • Baltimore, Maryland, United States

    • Co-Led implementation of the Asset Management system to retire legacy application. This consisted of data migration, gathering, and executing requirements from stakeholders, and SaaS application configuration.• Conducted User Acceptance Testing with the business.• Provided support of multiple a...

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  M&T Realty Capital Corporation

  • Baltimore, Maryland, United States

  • Assistant Vice President, System Administrator Specialist

    • Aug 2022 - May 2023
    • Baltimore, Maryland, United States

    • Performed ongoing system administration of Loan Origination platforms used by the organization, including user access administration, system configuration changes, and ServiceNow ticket management for user-reported bugs/issues/change requests.• Developed a mastery of the loan origination applic...

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  TEKsystems

  • United States
  • IT Services and IT Consulting
  • 700 & Above Employee

  • Team Leader - Radian Guaranty, Inc

    • May 2021 - Aug 2022

    • Delegated daily tasks to team members to optimize group productivity.• Handled escalations from analysts and customer management.• Fostered positive employee relationships through communication, training, and developmentcoaching.• Integrated process improvements to increase overall workflow.• Developed and monitored weekly staff schedules.• Worked with stakeholders to improve daily processes.• Provided daily/monthly reports to leadership.• Documented solutions and troubleshooting steps concisely in ticketing system and alertedother team members of new service solutions.• Analyzed, prioritized, researched, and solved IT problems to achieve complete resolution forcustomers with minimal productivity loss.

  • Support Analyst - Bloomberg

    • Jul 2020 - May 2021

    • Developed, wrote and maintained detailed troubleshooting guide and knowledge base foruse by other service desk staff and field service staff.• Supported and assisted less experienced technicians in resolving client issues requiringadvanced or specialized expertise and experience.• Trained and mentored new service desk personnel and managed IT portion of employeeonboarding process.• Uninstalled and reinstalled basic software applications, resolved username problems, verifiedproper hardware and software setup, resolved network connectivity issues and correctedemail irregularities.• Answered queries by telephone or self-service ticket to support internal and outsidecomputer hardware, software, network, application access and telecommunicationssystems.• Routed, tracked and managed client's service desk tickets from inception to close anddocumented issues and results.• Analyzed, prioritized, researched and solved IT problems to achieve complete resolution forcustomers with minimal productivity loss.• Assisted end-users with software and hardware troubleshooting to determine causes ofsystem malfunction.

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  Dell Family Law, P.C.

  • Charleston, South Carolina, United States

  • Help Desk Specialist

    • May 2020 - Jul 2020
    • Charleston, South Carolina, United States
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  Ledo Pizza

  • Supervisor

    • Aug 2012 - Jul 2020