HEATHER B. PORTER
Middleburg
Summary
Experienced IT Analyst at Bank of America with a strong focus on project coordination and interdepartmental collaboration. Successfully enhanced Tech and Ops systems' core functions, and ensured data privacy. Proficient in providing technical and administrative support, while fostering effective communication, leading to innovative solutions, and precise documentation. Dedicated to maintaining operational efficiency, stakeholder contentment, and customer satisfaction.
Overview
27
27
years of professional experience
1
1
Certification
Work History
CDL Class A Commercial Truck Driver
Varied Companies
01.2018 - 04.2025
- Demonstrate focus on safety at all times.
- Processed shipment documents neatly and efficiently for each load.
- Coordinated with dispatch to receive updates, communicate efficient routes and convey delays.
- Adhered to all applicable laws and regulations governing the transportation industry.
- Managed unexpected emergencies and route changes with calm and professionalism.
Internet & Phone Support II
Charter/Spectrum
01.2017 - 12.2017
- Provided technical support to a diverse customer group; required adaptability between each call.
- Demonstrated active listening; set expectations for flow and outcome; adhered to CSR metrics.
IT Support Specialist, Contractor
Lowe's Home Improvement
01.2016 - 01.2017
- Provided technical support for store employees during MS Office 365 implementation.
- Utilized BMC Remedy for Incident Management; tracked defects and documented solutions.
- Identified as a Subject Matter Expert after I took the initiative to create a reference library in SharePoint that expedited the team's ability to search known issues and defects to find proven workarounds and new procedures for end users.
IT Analyst/Office Manager
Verdanté Bioenergy Services, LLC
01.2014 - 01.2016
- Adapted to the ‘startup’ environment, serving in a multi-faceted role requiring excellent time management, flexibility, and resourcefulness. Utilized Google Suite, MS Office, and free PM apps like Basecamp to assign tasks to various resources, set deadlines, and track progress.
- Leveraged HTML knowledge in maintaining the company website (WordPress); wrote the newsletter. Managed CRM (Salesforce), scheduled meetings, and drafted client presentations (PowerPoint).
- Collaborated with domestic and international teams to design, and then test an emerging market software solution for biomass supply chain management. Performed User Acceptance Testing, tracked defects, and wrote technical specifications.
Business Analyst - Production Support
Bank of America
01.2003 - 01.2014
- Maintained and enhanced the e-Lending system for vehicle loan processing, ensuring seamless online banking operations and data privacy.
- Served as Subject Matter Expert and primary contact for business partners and end users. Respond to customer inquiries via IM or email, and delegate or follow-up as needed.
- Applied Six Sigma methodologies to projects, coordinating cross-departmental teams through DMAIC phases.
- Acted as a liaison between technical support, business partners, and external parties to capture business requirements, document workflows, identify risks, develop user guides, and support project implementations.
- Drafted and securely archived project documents in SharePoint.
- Provided daily business-as-usual (BAU) support, as well as 'triage' for system issues and escalations.
- Led weekly meetings with key stakeholders to discuss defect reports, track progress, and collaborate on prioritizing fixes and enhancements.
- Utilized MS Project for status updates, ensuring timely deliverables.
- Completed quarterly audits to ensure compliance with company policies, and federal regulations.
Customer Service Representative
Citigroup
01.1998 - 01.2003
- Provided quality customer service for credit card accounts and related products.
- Adhered to CSR metrics while striving for service excellence.
- Selected to mentor poor performers via side-by-side calls; led by example; referred to job aid resources, reinforcing expected behaviors, and consistent adherence to company policy.
- Advanced to Quality Assurance; demonstrated servant leadership while coaching new-hire classes. Responsible for maintaining accurate documentation (e.g., calls, transcripts, online reference library).
Education
B.S. - e-Business Technology
University of Phoenix
01.2004
Skills
- Technical support
- Customer relationship management
- Cross-department collaboration
- Project coordination
- Data privacy management
- Effective communication
- Production support
- Time management
- Problem solving
- Workflow optimization
- Documentation and reporting
- Reliable follow-up
Certification
IBM IT Scrum Master Certification, 2025
Accomplishments
Nominated as Driver Advisory Board Member - Met with Senior Leadership Team of Leonard's Express trucking company (including CFO, COO, and CEO) to discuss various topics including Safety (Federal DOT ratings, Driver Wellness, how to reduce workplace injuries), Driver Retention efforts, Equipment selection (e.g. In-cab cameras, trucks) & related maintenance costs, Business Strategies for growth, Mergers, Customer Contracts, and Operational Costs.
Timeline
CDL Class A Commercial Truck Driver
Varied Companies
01.2018 - 04.2025
Internet & Phone Support II
Charter/Spectrum
01.2017 - 12.2017
IT Support Specialist, Contractor
Lowe's Home Improvement
01.2016 - 01.2017
IT Analyst/Office Manager
Verdanté Bioenergy Services, LLC
01.2014 - 01.2016
Business Analyst - Production Support
Bank of America
01.2003 - 01.2014
Customer Service Representative
Citigroup
01.1998 - 01.2003
B.S. - e-Business Technology
University of Phoenix