Operations Manager, Manager IT Production Support Resume

Desired Industry: Management	SpiderID: 20234
Desired Job Location: Denver, Colorado	Date Posted: 3/20/2008
Type of Position: Full-Time Permanent	Availability Date: 3/25/08
Desired Wage: 80,000
	U.S. Work Authorization: Yes
Job Level: Management (Manager, Director)	Willing to Travel: Yes, 25-50%
Highest Degree Attained: Other	Willing to Relocate: No

Objective:
Operations Manager with outstanding management and
communication skills. Successful, well-organized
professional with strong background in customer service and
administration. Skilled in training and retaining small or
large groups of employees and managing high performance
cross-functional domestic and international teams. Focused
on conflict resolution, team building, managing productivity
and process improvements. Selected areas of expertise
include:

* Outstanding Relationship Building
* Sales & Marketing Expertise
* Customer Service Satisfaction
* Team Motivation, Direction & Retention
* Six Sigma Implementation
* Process Improvement & Documentation

Experience:
AURORA LOAN SERVICES, A Lehman Brothers Company, Littleton, Colorado 2006-Present
Manager, IT Production Support
Managed a support team that provided full 24/7/365 customer service for the largest IT initiative at Lehman Brothers, an enterprise-wide critical application service which converted loan processing and servicing to an image (paperless) based environment, domestically and in India.
� Created, hired, trained and led a high performance team where all members took individual responsibility and accountability, providing full service customer support while meeting Service Level Agreements (SLAs) established by the business. Ensured members were cross-trained to assist each other and provide back up within the team.
� Developed and sustained working personal relationships with key senior business contacts domestically and overseas.
� Served as subject matter expert for all IT communications, from scheduled releases to emergency break-fixes.
� Evaluated nature and severity of reported problems, prioritizing issues as appropriate, based on impact to business.
� Performed daily and weekly review of all open system issues and recommended enhancements.
� Established formal release coordination and management capability to control scope of regularly scheduled production releases.
� Collaborated in the design and support of entire imaging system including:
 National Scan Center (including maintenance of Kodak high-speed scanners)
 Kofax Batch Classes (design and requirements)
 Kofax Capture and Recognition (classification and separation)
 Kofax Document Review (setting thresholds)
 Kofax Document Validation and Release (image metadata and RSA)
 Citrix Support (Doc Review, Validation, Release, Batch Manager)
 MCD Workflow (workflow process)
 MCD Viewer (custom viewer integrated into Workflow)
 EMC Centera Image Storage Unit
 MCD Export (in charge of bulk extracts for large loan sales)
 Image2Image Portal (external clients automatic import of loan docs)
 Bulk Acquisitions (bulk loan import process)
 Owned the process documentation of all bug fixes, enhancements, release management, etc.
 Application (SSO with user roles and permissioning) and Document Security (PGP encryption).
 Compliance (SOX, Internal and external audits)

SALES - MORTGAGE & INSURANCE SERVICES, Evergreen, Colorado 2002-2006
Owner
Independent sales representative for several major mortgage servicing companies, marketing to credit unions, banks, mortgage and finance companies and independent marketing and sales of health and life insurance products to residential and small business customer base. Licensed in 48 states.
� Developed and nurtured customer account base, growing self-generated leads into over $350,000 in annual sales
KIMBERLE BURKE Page Two

GE CAPITAL MORTGAGE SERVICES - CBC FLOOD SERVICES, Lakewood, Colorado 1993-2002
General Manager (2000-2002)
Managed 80 employees, five departments, providing live property flood research to large mortgage, insurance companies and credit unions.
� Led and managed implementation of Six Sigma DMAIC process, resulting in improved customer satisfaction and account retention.
� Identified waste and planned techniques to control costs, improving efficiency 65%.
� Successfully reduced work force 35%, saving over $400,000 in payroll expenses.
� Managed onsite training of 24 Research Analysts from India during a full departmental move to India, without any walk-offs from existing domestic staff.
� Evaluated sales performance and implemented strategic plans to develop accounts and promote business growth.
� Executed operational plans and arrangements for GE Capital�s sale of the division to CBC Flood Services in 2001.

Operations Manager (1995-2000)
Relocated by GE Capital from corporate office in Connecticut to Colorado to develop, train and supervise a team of Flood Research Analysts and Mapping Researchers for start up business servicing nationwide mortgage lending client base.

Project Team Lead (1994-1995)
Assisted Vice President of Business Development during planning phases and launching of GE Capital�s Flood Services, a division of GE Capital Mortgage Services. Led a creative team of Copywriters, Graphic Designers, Illustrators and Printing Vendors that produced exhibition booth, brochures and other collateral marketing materials for the new business. Attended and coordinated booth exhibitions for Mortgage Banking Association conferences in Chicago, Texas, Boston and New York.

Administrative Assistant, Risk Management (1993-1994)
Supported one Senior Vice President, four Vice Presidents and sales staff.

Education:
EDUCATION AND PROFESSIONAL DEVELOPMENT

Sacred Heart University, Fairfield, Connecticut

Six Sigma Quality Training, GE Capital
Quality Services Skills, GE Capital
Negotiation Skills, GE Capital
Human Resources/Management Training, GE Capital
Professional Development
How to Build Your Home Based Business
Writing a Business Plan
Successful Entrepreneurship

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