NakedAlan

Me and my NaKeD friends

NakedAlan
 {actual contact info may be provided only for legitimate employment opportunities}

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Objective

TO OBTAIN A POSITION AS A SOFTWARE QUALITY ASSURANCE ENGINEER

QUALIFICATIONS 

Seasoned customer service and IT professional with over 25 years’ experience catering to the needs of business clients in the real estate, travel and banking industries.  Congenial and professional approach to customer care has yielded consistent accolades from employers, co-workers and clients.  Over seven years at ServiceLink specializing in the complete Foreclosure, Asset Management and Title/Closing process. Transferred from the business side to Information Technology in 2008. Proficient in functional, negative and regression testing.  At American Express, coordinated travel and provided consultative services for business travelers from over 50 companies.  Specialized in pricing and coordinating complex itineraries and ticketing for British Airways.  Ability to coordinate services with multiple clients and vendors to ensure complete client satisfaction.  Detailed working knowledge of Microsoft Office Suite, including MSWord, Outlook, Excel, Access, and Publisher. 

PROFESSIONAL EXPERIENCE 

**********:  Pittsburgh, PA – 2003 to present

Quality Assurance Engineer - November 2008 to present
REO Team Lead/Contract Coordinator - August 2007 to November 2008
REO Team Lead/Pre-Closing - March to August 2007
REO Team Lead/Closing Coordinator – November 2006 to March 2007
REO On-site Representative - June to November 2006
REO Pre-Closing Coordinator - March 2005 to May 2006
Refinance Title Curative/Closing Coordinator - March 2003 to February 2005

·         2 years’ experience in Software Quality Assurance

·         Write and utilize thorough Test plans in HP Quality Center for web-based REO (Bank-Owned) Asset Management System.

·         Maintain excellent knowledge and working experience with test planning, test execution and test results analyses.

·         Log and file detailed reproducible defects, maintained per SAS70. 

·         Ensure a successful rollout of the REO application and features by participating in the smoke testing for releases.

·         Edit and maintain Regression Test Script and Wiki for team.

·         Provide feedback during specification review meetings.    

·         Provided conscientious intermediary services between borrowers and lenders, Real Estate Agents, mortgage brokers, asset managers, notaries, attorneys, courthouses, tax collectors, other financial institutions, and other members of the ServiceLink/Fidelity National Title Group.         

·         Affected expeditious loan closings by ordering loan payoffs, subordinations and releases, preparing deeds, affidavits and settlement statements.        

·         Assisted home loan refinance customers by researching titles, taxes, judgments and liens.       

·         Maintained thorough knowledge of the REO and Foreclosure processes including reviewing and processing real estate contracts, pre-closing, closing, post-closing and disbursing.

·         Expertly utilized the proprietary systems of ServiceLink and various clients, the Microsoft Office Suite and various industry websites.        

·         Assisted Team Leads and Management by providing feedback on operational issues, client concerns, and staff development.         

·         As on-site rep, put a face to ServiceLink to a new client. Successfully developed an impressive initial operational relationship, coordinated meetings, trained client’s staff on ServiceLink’s processes and systems, trained ServiceLink staff on client’s processes and use of client’s web-based REO/Asset Management system, addressed immediate queries and concerns, provided feedback to management and sales on operational and technical issues. Created, reviewed and maintained workflow processes, documents and reports.         

·         As Team Lead, provided mentorship for three to five team members. Created, reviewed and maintained Pre-Closing and Contract process/workflow, forms and reports.         

·         Assisted co-workers with minor PC issues and Microsoft Office.  

Professional Experience continued

*** Bank: Pittsburgh, PA - 2002-2003

Customer Service Representative:

·         Processed an average of 35 customer calls per day, completing banking transactions and answering customer queries.

·         Utilized PNC’s proprietary banking system.

**********:  San Francisco, CA - 1995-2001

Business Travel Counselor/Support Agent: 

·         Processed an average of 35 customer calls per day, completing new and modifying existing reservations and ticket requests for both domestic and international travel.

·         Provided mentorship and in-house training to client-care team members, as well as other AMEX employees, regarding operational procedures, fares, ticketing and geography.

·         Assisted Team Leaders and Management by providing feedback on operational issues, client concerns, staff development and technical projects.

·         Served as a member of the Quality Circle and Diversity Teams, developing office procedures improvements and organizing events and activities designed to enhance workplace diversity.

·         Provided technical support including fileserver maintenance, beta testing, upgrades and quality control inspections.

*** Airways Plc:  New York, NY & San Francisco, CA - 1986-1992

Retail Sales Agent, Fares/Pricing Agent, Reservations Sales Agent:

·         Served as Unit Coordinator, organizing workflow and maintaining statistics.

·         Provided internal customer support to airports, reservations and sales staff with ticketing, fares and information technology.

·         Responded to an average of 50 calls/walk-ins per day, providing superior customer service to international travelers and travel agents, selling international reservations, car rentals, hotel accommodations and tour packages.

*** SAVINGS BANK, FSB:  New York, NY 1981-1987

Customer Service Supervisor                                                                                                                

·       Saved $3K in lost funds through detection of fraudulent depositor schemes.

·       Trained, supervised and evaluated Tellers and Customer Service Representatives.

·       Sold Bank products, Travelers Checks and sold and redeemed U.S. Savings Bonds

·       Organized and assisted in conducting Customer Service seminars.

EDUCATION 

University of California - Berkeley Extension:  San Francisco, CA
Introductory courses in Networking, Database Management (SQL) and Visual Basic, 1996-1998

AMERICAN INSTITUTE OF BANKING:  New York, NY
Certificate in Banking Operations and Supervision, 1982-1984

NEW YORK UNIVERSITY:  New York, NY
Liberal Arts Coursework, 1981-1982