Doreen Bame-Wilson
Vestal,NY
Summary
Proven expert in Access Management with a strong background at Fannie Mae, showcasing exceptional problem-solving and communication skills. Excelled in SailPoint and IAM lifecycle management, significantly improving security policies and customer service delivery. Demonstrated leadership by mentoring new team members, fostering a collaborative environment. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Access Management Production Support
Fannie Mae
08.2014 - 05.2024
- SME role management & entitlement management. Access Management life cycle in SailPoint.
- Cross Trained with IAG L1 Production support to handle Unique and NUID user requests, issues and resolve tickets to add or remove users access, pull specific reports, update entitlement metadata, handle basic questions and issues internal customers have.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving issues.
- Address any findings from external & internal audit by identifying and addressing gaps and implementing appropriate security policies and practices.
- Create, modify and manage roles daily. Worked with vendor (Protiviti) for adoption of role based access control (RBAC).
- Conducted check-in with team, providing cross functional training as well as setup touchpoints for knowledge sharing on updates and changes.
- Responded to customer requests for several types of access.
- Clarified customer needs and determined root cause of problems to resolve issues.
- Developed rapport with customers through active listening skills, leading positive feedback from internal customers.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided training and mentoring to new teammates in role management, contributing to their successful integration into the team.
- Updated and maintained documented procedures to meet management standards.
- Improved communication between different teams by facilitating meetings to focused on problem-solving for issues affecting internal customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries quickly.
- Promptly responded to inquiries and requests from internal customers.
- Sought ways to improve business processes.
- Cross-trained and provided backup support for Production Support team.
- Identified areas of improvement and implementing effective solutions.
- Developed relationships with different internal groups, fostering collaboration and information exchange that facilitated better business performance.
- Demonstrated excellent problem-solving skills when faced with unexpected challenges, finding solutions that minimized negative impacts on project timelines.
- Consistently met tight deadlines under pressure while maintaining exceptional attention-to-detail standards expected in high-stakes situations.
- Presented findings in a clear and concise manner, allowing stakeholders to make informed decisions without unnecessary delays.
- Actively contributed to the ongoing success of team members by sharing knowledge, insights, and best practices during regular meetings and collaborative working sessions.
- Applied problem-solving skills to analyze and resolve issues impacting team operations and goal achievement.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Collaborated with stakeholders to identify business needs.
- Create and manage tasks in JIRA.
Loan Coordinator
Apex Home Loans
09.2013 - 08.2014
- Assisted in risk management efforts by carefully evaluating borrower qualifications against established lending guidelines and escalating potential concerns to appropriate decision makers.
- Ensured data integrity by meticulously reviewing financial documents, credit reports, and other supporting materials for accuracy during application process.
- Managed client expectations by clearly communicating terms, conditions, requirements, and timelines throughout loan process.
- Utilized advanced software tools to efficiently manage pipelines, prioritize tasks, track progress, and meet deadlines consistently without sacrificing accuracy or quality of work output.
- Reduced application errors by implementing thorough pre-screening procedures for loan applicants.
- Developed effective strategies for handling complex loans, resulting in increased approval rates and reduced turnaround times.
- Expedited loan approvals by collaborating closely with underwriters to address concerns and provide necessary information.
- Improved customer satisfaction with timely status updates and transparent communications during the loan process.
- Stayed informed about regulatory changes, ensuring compliance within all daily operations and avoiding costly penalties or delays.
- Collaborated with other departments to resolve issues quickly, maintaining seamless workflow during busy periods.
- Maintained strong relationships with clients, fostering trust and loyalty for long-term business growth.
- Enhanced loan processing efficiency by streamlining documentation and communication between departments.
- Ensured prompt funding of approved loans by coordinating with settlement agents, attorneys, and title companies for timely disbursement of funds.
- Submitted loan applications to underwriter for verification and recommendations.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Processed loan applications and monitored progress from start to finish.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Assisted customers with completing loan applications and other paperwork.
Operations Support - Business Analyst
Fannie Mae
01.2008 - 08.2013
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Examined, analyzed and documented business operations and procedures to support training efforts, helping employees fully understand new system and procedures.
- Applied problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Trained new employees and advised peers on operational issues resolution.
- Maintained system database through meticulous and timely transaction entries.
- successfully performed user acceptance testing for software releases on a tight schedule.
- Documented defects and followed them through to resolution.
- Performed as UAT lead, coordinating testing events and reporting results to appropriate stakeholders.
- Absorbed expanded duties and responsibilities due to demonstrated superior dependability and leadership skills.
- Tracked production problems, and troubleshoots them to ensure application productivity.
- Performed Quality Control on daily operations activity resulting in increased quality and productivity.
- Implemented data governance procedures.
Education
Some College (No Degree) - Liberal Arts And General Studies
SUNY Delhi
DelhiSkills
- Working knowledge of SailPoint, Amazon Web Services (AWS), Confluence, JIRA, MyServices, TOAD SQL management tool, Office 365, Excel, Windows, MS Word
- Knowledge of application and provisioning process
- IAM lifecycle knowledge
- Detail Oriented
- Root Cause Analysis
- Positive Attitude
- Teamwork and Communication
- Strong Work Ethic
- Excellent Communication skills
Timeline
Access Management Production Support
Fannie Mae
08.2014 - 05.2024
Loan Coordinator
Apex Home Loans
09.2013 - 08.2014
Operations Support - Business Analyst
Fannie Mae
01.2008 - 08.2013
Some College (No Degree) - Liberal Arts And General Studies
SUNY Delhi