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Desiree Knighten
15 A CR 210
Florence, Texas  12521
c. 210-878-1234
desiree@yahoo.com

Seasoned business analyst with years of experience in the mortgage and banking industries that possess skills in customer service and client building, help desk troubleshooting, user and customer training, business requirements gathering and documenting, with a technical background in mainframe, client-server, and web based applications.

Work Experience

Real Estate Property/Account Manager
9/2009 – 2012  Knighten Ventures, LLC  Deridder, Louisiana
§  As Account Manager, responsible for ensuring real estate properties are maintained and occupied, and assist in sales and purchases of automobiles for company.  Provide customer service and provide troubleshooting for any property issues.  Maintain accounts by obtaining and applying deposits for each rental property, ensuring accounts are balanced.  And process paperwork for titles, bill of sales, and registrations of vehicles owned by the company.

Officer, Web Strategies Business Analyst Leader

8/2006 – 1/2009  Wachovia, San Antonio, Texas
§ As an Officer of the company, managed a team of six Business Analysts, supported/maintained five Internet Mortgage Origination sites, and provided a high level of production support to our end users.  Previous project consisted of consolidating several Internet Origination sites into one application while maintaining existing functionality, providing a seamless transition to external customers by providing end user training and educating business analyst team on the Agile System Development Life Cycle methodology. 
§ Created documentation for development of new web applications.  Designed mockups of web page layouts, created test scripts, test plans, and use cases.  Planned milestones, build cycles, and reviewed code enhancements.  Created testing schedule and execution of testing of System Integration Testing, User Acceptance Testing,  Regression Testing, and ensured a seamless introduction of the amended process of the products to all interfacing systems. 
§ Customer base consisted of multiple internal customers and broad external third party customers obtained by hosting Joint Application Design Sessions.  Attended training sessions to thoroughly understand and document Users process.  Periodically took on role of Project Manager and Systems Analyst, utilizing Microsoft Project, Sharepoint, and Mercury Quality center to track milestones, kept all analysts and IT personnel informed of project progress and planned and executed build schedules through constant communication and build meetings.

Training Coordinator

1/2006 - 8/2006  Home Loan Experts, Walnut Creek, California
§  New division of World Savings created to originate retail volume.  Responsibilities included training Loan Officers and field personnel on new loan process and distributing product and underwriting guidelines for various investors such as Wells Fargo, Wachovia, Washington Mutual, and Countrywide while utilizing the Calyx Point system.  This training included supporting the knowledge of our MARM, ARM, and Pick-A-Pay loans and distributing this information to our newly hired Loan Officers.  Provided support for builds of a web-based interface to respond to the high volume received.
§ Sold services to branches which included support, training, and processing of loan applications.  Documented process of branch system and created documentation to streamline the underwriting and processing system for each investor.

National Loan Trainer

11/2004 - 12/2005  World Savings, Centennial, Colorado
§ Coordinated, facilitated and implemented training of a new application to branches throughout the United States.  Traveled to various locations to provide training and on-site support upon implementation of the application.

Systems Analyst III

2/2001 - 10/2004  World Savings, San Antonio, Texas
§ This position consisted of project management, acquired business knowledge, gathered and created business requirements through joint application design sessions, and successfully tested and implemented change requests within an expected timeframe.  Worked on the replacement of a mainframe system with a client server system.  Other duties included mentoring level I and II analysts, troubleshooting production support calls, maintained various mainframe tables and tracked/researched customer submitted defects via Dimensions and Remedy.  Customers consisted of appraisers, quality control specialists, internet mortgage lending, and underwriting departments.

QC Section Manager

12/1998 - 2/2001  World Savings, San Antonio, Texas
§ Audited mortgage loans to ensure all necessary requirements were met and were within the company's guidelines utilizing set Company Underwriting standards and multiple computer systems including FileNet.  The management role required the supervision over newly hired employees, provided on the job training, and essential management duties (annual reviews, counseling, and career progression).
Education

9/2001 - 5/2004  Northwest Vista College, San Antonio, Texas
§  Some College Coursework Completed
§ Attended a junior college to obtain the basics required for a degree in Information Systems.  Received an award for Honor Roll.
UTSA, San Antonio, Texas
§  A senior, pursuing a B.S. degree in Information Systems

Skills

Skill Name             Skill Level                      Last Used/Experience
Access                   Intermediate                   2009/6
Excel                      Expert                            Currently used/7
Outlook                  Expert                            2008/4
Power Point           Intermediate                   Currently used/7
Project                   Intermediate                   Currently used/5
Visio                      Intermediate                   Currently used/2
Word                                 Expert                                        Currently used/9
Mercury/QC           Intermediate                  2009/3
Dimensions             Intermediate                    2004/3
Sharepoint               Intermediate                    2009/3
BMC Remedy         Intermediate                    2008/5
Filenet                      Intermediate                    2009/7
Calyx Point              Intermediate                 2009/4    
Peoplesoft                Intermediate                 2007/2                                                                                                                        





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