Summary
Overview
Work History
Education
Skills
Certification
Languages
Languages
References
Timeline
Generic
Shayra Robles

Shayra Robles

Lakeland,FL

Summary

Agile Sr. Business Analyst & IT Coordinator with nearly 20 years of experience spanning mortgage servicing systems, IT operations, and business analysis. From 2005–2013, I worked extensively with Sagent's legacy platforms (formerly MortgageServ and LoanServ), leading a full-scale conversion at Marriott Vacations Worldwide and supporting all servicing areas—from collections and credit to payments and origination. For the past decade, I’ve continued to deliver business and technical solutions in IT and financial services environments. I bring deep system knowledge, sharp analytical skills, and the ability to translate complexity into actionable results. Bilingual and Scrum-certified, I thrive in collaborative, high-impact roles.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Sr. Business Analyst | IT Coordinator

Pinnacle Sales Group
Haines City, FL
09.2022 - Current
  • Drive business process improvements through system automation and tech alignment.
  • Gather and analyze requirements, present solutions, and oversee implementation.
  • Act as a key bridge between business users, technical teams, and vendors.

Lead ITSM Tool Administrator

Marriott Vacations Worldwide
Lakeland, FL
09.2019 - 07.2022
  • Managed and configured Cherwell for enterprise-wide ITSM workflows.
  • Developed custom configurations and ensured alignment with ITIL standards.

Sr. Code Deployment Analyst

Marriott Vacations Worldwide
Lakeland, FL
05.2013 - 09.2019
  • Designed deployment strategies and supported release management efforts.
  • Automated builds and resolved system integration issues.

Sr. System Administrator – Financial Services Technology

Marriott Vacations Worldwide
Lakeland, FL
06.2003 - 05.2013
  • Led full-cycle implementation of LoanServ (formerly MortgageServ), converting from Universe Prod Pick.
  • Specialized in Collections, Credit, and Default module setups, scripting, custom letters, and queue design.
  • Supported all servicing operations—loan origination, payments, print services, and document workflows.
  • Acted as SME for ongoing support, troubleshooting, business analysis, and performance optimization.

Education

Bachelor of Arts - General Studies, Concentration in Management Information Systems

Southern New Hampshire University
Online
12.2025

Associate of Arts - Liberal Arts and Sciences

Polk State College
Winter Haven, FL

Skills

  • Sagent / LoanServ / MortgageServ Admin & Implementation
  • Mortgage Servicing Operations (Collections, Credit, Payments, Origination)
  • Business Requirements Gathering & Translation
  • SQL, SSMS, SSRS, Scripting & Report Writing
  • User Acceptance Testing (UAT) & Quality Assurance
  • IT-Business Liaison & Stakeholder Communication
  • Workflow Design, Automation & Technical Documentation
  • Agile, Scrum & Waterfall Methodologies

Certification

  • Certified Scrum Master – SCRUM Alliance
  • Certified Scrum Product Owner – SCRUM Alliance

Languages

Spanish – Native/Bilingual Proficiency

Languages

Spanish
Native/ Bilingual

References

References available upon request.

Timeline

Sr. Business Analyst | IT Coordinator

Pinnacle Sales Group
09.2022 - Current

Lead ITSM Tool Administrator

Marriott Vacations Worldwide
09.2019 - 07.2022

Sr. Code Deployment Analyst

Marriott Vacations Worldwide
05.2013 - 09.2019

Sr. System Administrator – Financial Services Technology

Marriott Vacations Worldwide
06.2003 - 05.2013

Bachelor of Arts - General Studies, Concentration in Management Information Systems

Southern New Hampshire University

Associate of Arts - Liberal Arts and Sciences

Polk State College

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Shayra Robles