Opal Lee Hicks
Berea,KY
Summary
Technical Support Specialist with a solid foundation in IT and customer service. Demonstrates expertise in managing complex technical issues, leading software implementations, and mentoring junior consultants to enhance team performance. Known for effective communication, analytical skills, and the ability to navigate changing environments.
Overview
26
26
years of professional experience
Work History
Internal Client Support II
Black Knight/Now Dark Matter
11.2021 - 11.2023
- Managed medium to high complexity issues, leveraging knowledge across technical domains and business segments to resolve client challenges.
- Led multiple projects as subject matter expert on technical issues with Empower software system used by banking clients in mortgage industry.
- Operated independently on complex projects, exercising senior-level analytical and consulting judgment.
- Developed large-scale solutions through thorough analysis and research, facilitating effective implementation and meeting client needs.
- Assessed situation severity to escalate cases, designing strategic remedies for identified issues.
- Coached and mentored junior technology business consultants to enhance team capabilities.
- Focused team on objectives while providing technical support and business logic guidance, enhancing project alignment and execution.
- Analyzed strengths and weaknesses of team members to assemble optimal task forces for project execution.
IT Business Analyst
University of Texas A&M
College Station, TX
05.2020 - 11.2021
- Highly diversified position with the accounts receivable department of Texas A&M.
- Tested and implemented innovative programs to enhance accounts receivable processes.
- Writing up specification documents to debug issues with financial reports, collections, graduation notifications, writing flows that determined exemptions, grants, loans and generating daily reports.
- Oversaw small and large-scale projects for the university, coordinating ticket resolution across departments.
- Delivered a minimum of one complete project per month for the accounts receivable department.
- Maintained updated calendars and schedules for multiple teams and departments to ensure timely project updates.
- Assisted in creating training aids for new hire employees or cross training from other departments of the university.
- Highly skilled at working on site or remote locations as needed.
- Skilled with the usage of SQL, Oracle, SAP, CRM, Excel, PowerPoint presentations, scheduling of weekly zoom, department, and trainings.
Onsite Support Specialist
Briljent
Indianapolis, IN
01.2019 - 01.2020
- Travel extensively up to 100% throughout Indiana to deliver personalized frontline technical assistance to state government agencies and employees.
- Serviced five local offices, utilizing IT and call center expertise to ensure effective operations across all ninety-six counties.
- Contributed to new software system implementation, both remotely and onsite, ensuring seamless integration and user adoption.
- Managed all phases of state eligibility software application, including proactive planning, execution, and thorough follow-up.
- Supply end-to-end resolution with effective troubleshooting, timely updates, accurate documentation, and best practices.
Default/Bankruptcy & Research Analyst
HSBC North America
London, KY
01.2014 - 01.2018
- Managed Chapter 7 and Chapter 13 mortgage case loans to achieve timely resolutions or payoffs, ensuring compliance with bankruptcy regulations.
- Conducted complex data analysis using Excel and Access to identify and resolve claim process issues, improving response accuracy.
- Collaborated with internal teams and external stakeholders to address and resolve client, investor, or mortgagor inquiries, enhancing stakeholder satisfaction.
Trainer & Subject Matter Expert
HSBC North America
London, KY
01.2012 - 01.2014
- Chaired training workshops on software navigation and collection strategies, improving team knowledge and adherence to best practices.
- Mentored new employees and trained teams on foreclosure processes, enhancing their readiness and performance.
- Streamlined process improvements using Excel and Access, enhancing data management efficiency.
- Implemented project management strategies guided by the senior leadership team.
Foreclosure and Collections Specialist
HSBC North America
London, KY
01.1998 - 01.2012
- Monitored performance of key functions from initiation of default process to foreclosure sale within Fannie Mae, Freddie Mac, FHA, VA, and state/investor guidelines.
- Executed documentation and reports ensuring compliance with Federal standards.
- Delivered reinstatement figures to legal representative and investors within 72 hours of request.
- Processed reinstatement payoffs and certified receipt of sufficient funds to reinstate or payoff mortgage.
- Primed bidding instruction figures of foreclosure sale for all FHA and Conventional loans.
- Collaborated closely with attorneys and supervisor to expedite correspondence and phone contact of assigned cases.
- Closed completed data files and updated databases within foreclosure workstation. Prepared and transmitted official documents to the investor.
Education
Bachelor of Science - Business Technical Management: concentration in Computer Information Systems
DeVry University
Addison, ILBachelor of Science - Broadcasting/Communications (TV & Radio)
Vincennes University
Vincennes, INSkills
- ServiceNow platform
- JIRA project tracking
- Project management
- CRM systems
- SQL querying
- Data analysis tools
- Excel proficiency
- VLOOKUP functions
- Pivot table creation
- C programming
- Linux operating system
- Windows environment
- MS Office suite
- LexisNexis research
- Issue escalation management
- Meeting facilitation
- Time management strategies
- Multitasking abilities
- Prioritization skills
- Workload delegation
- PowerPoint presentations
References
Available Upon Request
Professional Overview
Solutions-focused Technical Support Specialist with in-depth background in IT, call center, customer service and financial environments. Innovative professional with multifaceted expertise in data analysis, object-oriented programming, database management, user training and software implementations. Expert in time management; capable of balancing a demanding workload and competing priorities. Exceptional communication skills; able to convey technical concepts to audiences of varying skill sets. Agile and highly adaptable; readily embraces change to support complex, deadline-driven operations.
Timeline
Internal Client Support II
Black Knight/Now Dark Matter
11.2021 - 11.2023
IT Business Analyst
University of Texas A&M
05.2020 - 11.2021
Onsite Support Specialist
Briljent
01.2019 - 01.2020
Default/Bankruptcy & Research Analyst
HSBC North America
01.2014 - 01.2018
Trainer & Subject Matter Expert
HSBC North America
01.2012 - 01.2014
Foreclosure and Collections Specialist
HSBC North America
01.1998 - 01.2012
Bachelor of Science - Business Technical Management: concentration in Computer Information Systems
DeVry University
Bachelor of Science - Broadcasting/Communications (TV & Radio)
Vincennes University