MICHELLE KESLER
Perrysburg,OH
Summary
Meticulous IT Manager maintaining highly functional systems for uninterrupted workflows and consistent productivity. Oversees routine maintenance and software update to reduce system downtime and likelihood of system compromises. Collaborates with customers and teammates to develop and implement creative technical solutions to challenging problems. Successful with overseeing multiple IT teams, IT client management and communications, incident management, release management using agile methodology, vendor administration, business process change management, system testing, business process documentation, and client on-site and virtual training and system implementation.
Overview
12
12
years of professional experience
Work History
Information System Manager
Cherry Creek Mortgage
Denver, CO
10.2021 - 01.2023
- Successfully managed production support spanning 15+ vendors, 6+ mortgage applications, and multiple integrated 3rd party products and API services.
- Worked collaboratively with IT and business team members to drive prioritization and resolution of production issues.
- Created user role-based matrix outlining permissions for each application and vendor accessed by each position within the organization.
- Managed document testers responsible for compliance document change requests to ensure compliance requirements were successfully published by vendors, to meet regulatory requirements.
- Managed five Application Support Business Analysts with triage, replication, and escalation of reported bug issues to development, resolving average of 1300+ incidents/problems per month.
- Reviewed bug tickets to determine root cause, replication of issues in pre-production environments, documenting replication steps for BA and development review, and escalation to Tier III.
- Implemented an Incident Management policy and procedure for IT staff.
- Implementation of JIRA workflows for ticket management from App Support Tier I, Tier II, and escalation to Tier III.
- Oversaw internal reporting protocols for system malfunction incidents, designing pre-rendered incident report formats to streamline response measures.
- Wrote and updated technical documentation covering system components.
- Created and maintained policy documentation on, detailing best practices and inherent goals.
- Interviewed, hired, trained and mentored staff by coaching daily, leading performance reviews and offering constructive feedback.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Director of Information Technology
Computershare Loan Services
Denver, CO
08.2010 - 10.2021
- Managed Application Support Analysts, UAT Analysts, QA Testers, Technical Trainers, and Release Management.
- Oversaw Application Support's management of over 2000 requests per month and over 60 calls per day.
- Analyzed department and job-related functionality requirements to align technology priorities with business needs.
- Developed and implemented technical application support and information technology policies and procedures that advanced investment needs, outcomes and performance measurements to balance continuous innovation with responsible risk-taking.
- Identified opportunities for application optimization, redesign and development and troubleshot and resolved user and application issues.
- Managed release process and deployed, monitored and maintained system installation, upgrades and integrations to achieve positive release activities.
- Facilitated best user experience through continuous support, training classes, webinars, improvements and communication of system changes.
- Documented and analyzed business processes and procedures and adhered to regulatory guidance. Creating Visio workflows and desk procedures for each position to outline system and compliance controls.
- Submitted, tracked, reviewed, and maintained release requests from QA to Production.
- Implementation lead on new Loan Operating System and POS integrated solution with proprietary application.
- Worked to identify automation opportunities to streamline operations and reduce manual action for common requests, recurring actions, or compliance requirements.
- Led new client projects to ensure successful implementation of customized web-based applications, gathering details to contribute toward success of our technology initiatives.
- Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
- Interviewed, hired, trained and mentored staff by coaching daily, leading performance reviews and offering constructive feedback.
- Developed business and IT process change management delivery workflows and developed technical documentation including knowledge base articles.
Education
Bachelor of Science - Criminal Justice
Westwood College - Denver North
Denver, CO05.2009
Skills
- Role Based Access Controls
- Software Implementation
- Incident Management
- Customer Service
- Change Management
- Project Implementation
- Business Process Improvement
- Defect Management
- People Management
- Analytical Skills
- Deadline-driven
- Effective Communicator
- JIRA/Confluence
- ManageEngine
- SQL
- Application Support
- Technical Training
- Quality Assurance
- Document Creation
- Software Workflow
- Process Workflow
- Microsoft Suite
- Agile Methodology
- Client Engagement
- Azure Dev Ops
- Visio
- Process Evaluation
- UAT
- Application Administration
- Operational Policies Knowledge
- Customer Service Process Improvement
- Organizational Skills
- Test Case Scenarios
- Software Deployment Support
- Software Release and Rollout
Timeline
Information System Manager
Cherry Creek Mortgage
10.2021 - 01.2023
Director of Information Technology
Computershare Loan Services
08.2010 - 10.2021
Bachelor of Science - Criminal Justice
Westwood College - Denver North