Duane Leonardi
Lake Orion,MI
Summary
IT Business Analyst adept at managing complex business analysis and project delivery. Focused on driving operational stability in mortgage servicing applications while effectively coordinating resources across cross-functional teams. Experienced in managing high-severity incidents, ensuring seamless service restoration and process optimization.
Overview
29
29
years of professional experience
Work History
Assistant Vice President – IT Lead Business Analyst
Flagstar Bank
Troy, USA
11.2012 - 09.2025
- Acted in a hybrid role combining ongoing production maintenance and support with delivery of new business initiatives.
- Approximately 60% of responsibilities focused on day-to-day support and operational stability of mortgage servicing applications and interfaces, with the remaining 40% dedicated to project-based initiatives using both Agile and Waterfall delivery methods.
- Managed both workstreams concurrently in a high-volume, highly regulated environment.
- Subject Matter Expert (SME) on primary servicing application, ICE (fka Black Knight) Mortgage Servicing Platform (MSP).
- Primary technical SME on ICE disbursement application (iDisburse) and MERS processes (Mortgage Electronic Registry System), including internal Monthly MERS Reconciliation, Batch Inquiry data exchange, and MERS External Audits (Data Reviews).
- Additionally, owned primary Business Relationship Management role with the Servicing Business and Leadership.
- Provided second-level production support for 50 mortgage servicing applications and interfaces through ServiceNow.
- Managed high-severity production incidents, partnering with infrastructure, vendors, and development teams to restore service and perform root cause analysis.
- Owned maintenance and support of several hundred inbound and outbound electronic file exchanges (sFTP) supporting mortgage servicing operations.
- Owned maintenance and support of all API and Web Service integrations for mortgage servicing applications.
- Served in a 24/7 on-call rotation (every four weeks), acting as escalation point for critical servicing system issues.
- Led support initiatives including application upgrades, vendor onboarding, and operational enhancements to improve service delivery.
- Provided technical support for Year-End activities, including MSP Year-End ODDS workstation configuration and EDI report receipt and timely delivery to business end-users.
- Took full ownership of initiatives from intake through implementation, including requirements, testing, UAT, and production readiness.
- Delivered initiatives using both Agile and Waterfall methodologies depending on scope, risk, and regulatory considerations.
- Flagstar Bank, headquartered in Troy, Michigan, is a full-service bank with branches in communities across Michigan.
- Position eliminated following sale of Mortgage Servicing business.
- Led project to on-board Kryon suite of RPA applications (Studio, Robot, Admin) (2023)
- Project included on-boarding of application and leading a development team in a “Proof of Concept” project to convert VB Script automations to RPA solutions.
- Lead BA for project to migrate from legacy Data Warehouse environment to new Enterprise Data Warehouse (2021)
- Worked with DBA’s to convert over 400 queries, extracts, reports and ETL processes supporting Servicing operations to new EDW environment.
- Conducted extensive data mapping and analysis using massive data sets.
- Led multiple application implementation projects in support of Servicing Business Unit
- OES to Sharepoint/OneDrive migration (2023)
- Director 7 migration, including leading a team of 4 developers to convert nearly 300 VB Scripts (2022)
- Took on the role of Interim Manager for my team for 4 months during my manager's unscheduled medical leave (2016).
- Developed a 3-year strategic plan for the team in collaboration with senior IT leadership, focusing on resource allocation and project prioritization.
- Included estimating CapEx and OpEx for strategic initiatives
- Led project to migrate to a new Lockbox vendor (from Bank of New York Mellon to Transcentra). (2016)
- Continued to lead and complete this project during the time I was assuming management duties for my department
- Led project to implement offsite Business Interruption check printing capability (2015)
- Led Visual Basic automation scripting efforts (aka “Director Scripting”) beginning in April of 2015 that realized over 22 FTE savings through task automation
Senior Technical Analyst
ORGANIC
Bloomfield Hills, USA
01.2011 - 01.2012
- Led Organic tech team in executing the 2011 UbyKotex 'Ban the Bland' digital campaign.
- Delivered platform agnostic technology consulting, project management, and client services with an entrepreneurial approach.
- Collaborated with software, interface, and quality assurance analysts to engage appropriate team members, ensuring alignment with the engineering vision.
- Created exceptional digital experiences that influenced consumer decisions, motivated engagement, and fostered sharing.
Technical Business Analyst
COMERICA BANK
Auburn Hills, USA
01.2010 - 01.2011
- Collaborated with Comerica's Project Management Office to implement technology solutions for Comerica Wealth & Institutional Management.
- Contributed to strategic alignment of financial services company into three major business segments: Business Bank, Retail Bank, and Wealth & Institutional Management.
Senior Business Analyst/Project Manager
ESHOTS, INC.
Chicago, USA
01.2010 - 12.2010
- Led project to create Rapid Response email communication for event attendees, enhancing engagement.
- Coordinated data integration across multiple Chrysler databases (Owner, Prospect, Dealer) to facilitate dynamic email content population.
- Developed 30 vehicle nameplate-specific email templates, enabling personalized and data-driven content delivery.
- Led interactive marketing initiatives for events.
- (Temporary contract position.)
Senior Business Analyst
BBDO DETROIT, A SUBSIDIARY OF BBDO WORLDWIDE
Troy, USA
01.2006 - 01.2010
- Facilitated transition from legacy in-house marketing database to Chrysler Marketing Database (CMS), ensuring continuity and integration of marketing data.
- Developed and maintained business specifications for consumer data imported into the Customer Relationship Management database, enhancing support for marketing activities.
- Full-service advertising, marketing and CRM Agency.
Senior Specialist, CRM Infrastructure
BBDO DETROIT, A SUBSIDIARY OF BBDO WORLDWIDE
Troy, USA
01.2004 - 01.2006
- Integrated inbound marketing data into Customer Relationship Management infrastructure to enhance data accessibility.
- Enabled Chrysler client to purchase and process high-value sales leads from third party websites at over a 22% percent discount, resulting in savings of nearly $750,000 in the first six months of program.
- Led project management across Client, Account, Strategy, Call Center, and IT teams to implement successful projects.
- Managed account for Chrysler Interactive client, driving lead generation activities to support sales growth.
- Delivered advertising, marketing, and CRM services to clients.
Program Engineer
BBDO DETROIT, A SUBSIDIARY OF BBDO WORLDWIDE
Troy, USA
01.2000 - 01.2004
- Delivered targeted advertising, marketing, and CRM services to enhance client engagement.
Operations Supervisor, Vehicle Remarketing Operations
PHOENIX GROUP
Farmington Hills, USA
01.1997 - 01.2000
- Supervised operations of multiple vehicle remarketing programs for Ford Motor Company, ensuring alignment with corporate objectives.
- Within 90 days, had three remote vehicle processing locations fully equipped, staffed and processing over 1500 vehicles a week as part of launch of Can-Am Remarketing program.
- Managed 20 to 60 direct reports, fostering team development and operational efficiency.
- Coordinated business process solutions and CRM initiatives to enhance program effectiveness.
Education
Bachelor of Arts - English, Film
Michigan State University
East Lansing, MISkills
- Business process automation
- Data analysis
- Data mapping
- IT operations management
- Project management
- Agile methodology
- Financial analysis
- Strategic planning
- Crisis management
- Cross-functional team leadership
- Team leadership
- Stakeholder engagement
- Effective communication
- Problem solving
- Issue resolution skills
Timeline
Assistant Vice President – IT Lead Business Analyst
Flagstar Bank
11.2012 - 09.2025
Senior Technical Analyst
ORGANIC
01.2011 - 01.2012
Technical Business Analyst
COMERICA BANK
01.2010 - 01.2011
Senior Business Analyst/Project Manager
ESHOTS, INC.
01.2010 - 12.2010
Senior Business Analyst
BBDO DETROIT, A SUBSIDIARY OF BBDO WORLDWIDE
01.2006 - 01.2010
Senior Specialist, CRM Infrastructure
BBDO DETROIT, A SUBSIDIARY OF BBDO WORLDWIDE
01.2004 - 01.2006
Program Engineer
BBDO DETROIT, A SUBSIDIARY OF BBDO WORLDWIDE
01.2000 - 01.2004
Operations Supervisor, Vehicle Remarketing Operations
PHOENIX GROUP
01.1997 - 01.2000
Bachelor of Arts - English, Film
Michigan State University