Crystal M. Jordan403 Franklin AvenueKannapolis, NC 28081704-235-8462 (Home/Mobile)crystal.jordan1@gmail.comwww.linkedin.com/in/crystaljordan1/

16 years of banking/financial, healthcare and customer service experience. I have 16 years of Project Management, Project Coordination, Change Management, Release Management, Product Support, Help Desk Support, Implementation and Training with extensive experience in training, implementing, managing and coordinating large projects including applications and databases. The ability to take on as many as 10 projects at one time from SDLC methodology and using the DMAIC phases from start to finish with exceptional communication skills, organizational and time management skills. Ability to meet deadlines by working independently and as a team which allowed me to resolve project issues as well the ability to adhere to specific project management deadlines, multitasking and adjust to a changing environment.

Technical and Professional Skills

● Microsoft Office ● Financial Reporting● Oracle Financials● PeopleSoft ● MS Project ● Customer Service ● Leadership ● Internet/Web● Database Management ● PMO/Project Manager/Technical Change Manager Consultant/ Business Analyst/Project Coordination ● Implementation ● Access Control ● Business and Functional Requirements Documentation ● SharePoint ● Siebel ● CRM (Customer Relationship Management)● P6 (Primavera 6) – Certified● Supply Chain ● UMT – Microsoft Project Portfolio Server ● ITIMS ● IRIS ● CIB Project Status Tool ● Essbase ● PICCT● Knowledge Management ● Content Management ● Production Support ● Document Management● Release Management ● SDLC ● Training ● Rollout Planning ● Validation ● Implementations● SAP● Clarity● Nexus● PCM● PMT● Recruiter● Deposit Capture/Check Imaging/Item Processing● STAMP● Business Process Methodology ● Agile Methodology● Waterfall Methodology ● Sig Sigma Methodology● Collection Recovery System

Professional History

Fusion CRS Solutions, Charlotte, NC ▪ March 31st, 2013 – June 1, 2015 (Remote Contract Position)● Project Help Desk Support – Manage, train and implement collection and recovery software for our numerous customers (credit unions/banks) as well as

troubleshoot and resolve any issues.o Created and maintained Fusion CRS Solutions Support Log on a daily basis.o Track user account creation, changes and deletions as well as maintain user accounts including rights, permissions and system groupso VPN or WebEx into customer server’s to make any fixes or modifications per the customer’s request.o Provide customer assistance by phone, email and/or using a ticket management system in response to inquiries to resolve issueso Create and maintain procedures o Organize and manage software project implementation, project plans, training plans, investigate and uncover solution issues, and

communicate to customers, business leaders and developers with equal clarity as well as define solution projects o Tests for complex collection and recovery software systems. The collection and recovery software system capabilities include applications

utilized by small to large-scale banks and credit unions nationwide to manage loan delinquencies, negative balance deposits, and recover charged-off accounts.

Moya Services Call Center, Cornelius, NC ▪ January 2012 – March 2013 ● Project Help Desk Support – Assist in helping new call center business get up and running as well as assist owners in business financial reporting.

Provide training, technical assistance, support, and troubleshoot technical issues to resolve software and hardware issues. Maintain positive customer relations in response to calls.

o Train, manage and implement new procedures and call center software as well as computer installso Track user account creation, changes and deletions as well as maintain user accounts including rights, permissions and system groupso Maintain daily performance of computer systemso Provide customer assistance by phone, email and/or using a ticket management system in response to inquiries to resolve issues o Configure systems to meet end users requirements as well as document business and client requirements to maintain the internal

knowledgebase with issue resolution detailso Create and maintain procedures

Bank of America, Charlotte, NC ▪ November 2009 – January 2011 and May 2011 – October 2011 (Contract Assignment)● Change Manager - Global Finance Operations Project Support of the Financial Systems Roadmap (FSR) SAP e-Ledger integration, Portfolio and Change

Management. Provide Finance Operations / General Ledger subject matter expertise, training and project management support between Business and IT for Finance LOB initiatives across one or more business units, product lines with a focus on banking application systems interfaces into General Ledger/Finance Reporting systems. Focus will be on data sourcing integration of line of business (LOB) application interfaces into SAP

o Implement four Basel Projects: Loans and Mortgage DFS, SAG, DALS and Defect Resolution/Remediation Project into productiono Managed incidents and errors by researching and resolving issues in a timely mannero Upgraded application system interfaces and database up/down streamso Created business continuity plan for disaster recoveryo Financial statement & accounting concepts; general ledger environments, source system processes, developing system and accounting flows

(translating products & services into financial transactions), financial data mapping & balancing controls for conversionso Supports cross-divisional coordination, integration, facilitation, communication, work groups, representing Finance Operations & Business

partners.o Apply Bank's project management tools and processes; actively involved developing business requirements, supporting design, coordinating

testing and supporting implementations involving general ledger / finance processes and interfaceso Update weekly and monthly financial in Clarity, PCM and PMTo Create new projects in Nexus, Clarity, PCM and PMTo Managing budgetso Facilitate weekly team meetings across multiple lines of business

● Technical Project/Change Manager - November 2006 – January 2007 - Level 1 - Manages the development, training and implementation process of company’s products and services involving departmental or cross-functional teams focused on the delivery of new or existing products between Business and IT.

o Define, measure, analyze, improve, and control the improvement system for existing process using Six Sigmao Plans and directs schedules and budgetso Monitors the project from initiation through deliveryo Organizes the interdepartmental activities ensuring completion of the project/product on schedule and within budget constraintso Works on problems of diverse scope where analysis of data requires evaluation of identifiable factorso Exercises judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutionso Write functional and requirement documentations for the Rewards Card Projecto Content Management for the Rewards Card Projecto Identify, create, represent, and distribute Knowledge Management such as improved performance, competitive advantage, innovation,

developmental processes, lessons transfer between projects and the general development of collaborative o Implement the Rewards Card project into project

Wells Fargo Security Advisors, Charlotte, NC ▪ July 2009 – November 2009 (RHI – Protiviti)

● Sr. IT Business Analyst - Defining requirements for the interfaces between Wells Fargo Advisors (formerly Wachovia Securities) and the Wells Fargo Corporate Financial Systems (based on Oracle financials)

o Write business and functional requirement documentations for the Oracle GL conversiono Content Management for the transition from the MSA format to the Oracle GL formato Production Support for the transition from the MSA format to the Oracle GL format, Identify, create, represent, and distribute Knowledge

Management such as improved performance, competitive advantageo Financial reporting, analyzing the data, researching the data for data validation and customer support using Essbaseo Traditional BA functions related to the SDLCo Managed Derivatives for Reporting and Analyzing data for Collateral, Fixed Income, Equity, Investment Banking o Track and manage ongoing development projects using Planviewo Build out and deploy custom workflows and processes using Planviewo Define and manage requirements using Planviewo Manage budgeting in Stampo Implement Oracle GL into production

Premier Inc, Charlotte, NC ▪ June 2007 – May 2009 (Remote)● Business Analyst/Senior Contract Specialist - Develop and implement quality assurance standards for data methodologies, schema changes and

process changes between Business and IT. Planned and directed schedules and budgets for all Healthcare facilities.o Information Management o Lead and/or execute existing operational processes such as the Clinical Advisor data release, Quality Measures processing and data

submission for regulatory purposeso Applying continual process improvement towards the planning, communication, execution, verification, post review and document tasks for

successful required release. o Maintain all quality measure profiles to ensure the proper collection, maintenance, and submission of quality measure data o Define, design and implement additional quality assurance checks on existing operational processes o Research/resolve potential data integrity issues o Analyze specific records to diagnose issues and make changes to data in Siebelo Participate in process improvement activities teams o Provide updates to Project Management and Release Management regarding status of data quality assurance for development projects o Provide input for project development and implementation based on impact to Operations and Data Management o Production & Customer support for multiple projects for internal and external clientso Rollout Planning for the for multiple projects

Wachovia, Charlotte, NC ▪ March 2005 – October 2006● Project Manager/Project Coordinator - October 2005 – October 2006 - Prepare, develop, manage, train and coordinate Oracle GL Project within CIB

Finance Technology between Business and ITo Managed and coordinated the PMO (Program Management Office)o Completed all testing for 6 interfaces within our Group: D3, HI, F5, IV, PQ, and QTo Created, maintain, and update our Finance Technology website in SharePoint on a daily basis: o Analyze specific records to diagnose issues and make changes to data in Oracle Financialso Write business and functional requirement documentations for the Oracle GL conversiono Content Management for the transition from the MSA format to the Oracle GL formato Production Support for the transition from the MSA format to the Oracle GL format, Identify, create, represent, and distribute Knowledge

Create, maintain, and update Treasury Services website in SharePoint on a daily basis by adding and updating new interfaces/applications and working with the stakeholders of those interfaces/applications

o Rollout Planning for the transition from the MSA format to the Oracle GL formato Financial reporting, analyzing the data, researching the data for data validation and customer support using Essbase

● Project Coordinator - March 2005 - October 2005 – Prepare, develop, and execute Remote Deposit Capture Project within Treasury Services between Business and IT.

o Develop data collection plan for the processing of Remote Deposit Capture implementation requests. Defined project boundaries – From start to finish of the process. Develop and deploy.

o Create, maintain, and update Treasury Services website in SharePoint on a daily basis by adding and updating new interfaces/applications and working with the stakeholders of those interfaces/applications.

o Design, develop, market, and support CRM applications and stakeholders in Oracleo Focus on detail and accurate time frame and product delivery.o Document management, preparing presentations and drafting correspondence.o Develop and execute team initiatives.o Write Business and Functional Requirement Documentation for the Remote Deposit Capture Projecto Content Management for the Remote Deposit Capture Projecto Production Support for the Remote Deposit Capture Project for internal and external clientso Rollout Planning for the Remote Deposit Capture Project

Verizon Wireless, Charlotte, NC ▪ July 2004 – March 2005 (Contract Assignment)

● Project Manager – Prepared commercial real estate leases for construction specifications regarding future tower sites and financial reporting using PeopleSoft between Business and IT.

o Managed, Implement and coordinated information between Verizon, tower owners, and constructiono Ensured all project documentation was properly coded, invoiced, filed, and routed to all parties involved in project o Coordinated project meetings, update master project plans, issue log maintenance, status reporting, and financial reportingo Prepared and finalized purchase orders for tower project contractorso Resolved internal and external project issues in a timely mannero Create, maintain, and update Real Estate in PeopleSoft on a daily basiso Identify, create, represent, and distribute Knowledge Management such as improved performance, competitive advantage, innovation,

developmental processes, lessons transfer between projects and the general development of collaborative o Production Support for multiple projects and tower siteso Rollout Planning for multiple projects and tower sites

EDS, Charlotte, NC ▪ October 1996 – April 2004 (Check Imaging/Remote Deposit Capture)● Senior Project Manager/Senior Business Analyst – Train, manage and implement deposit capture/check imaging software, item processing as well as

reconcilement. Prepare financial statistics and reports for customers regarding budgeting, financial risks, and project status reports in Oracle. Trained EDS and customer employees for daily computer and system operations.

o Managed, Implement and coordinated information between EDS and its customers such as GMAC, Bank One, & WAMUo Initiate projects by defining project goals and objectiveso Resolved internal and external project issues in a timely mannero Created and maintained project plans in MS Projecto Created and maintained resource budgets in MS Excel and Oracleo Support sales staff and senior management with reporting statistics as well as issue resolution o Analyze specific records to diagnose issues and make changes to data in Siebel and Oracle Financialso Track data to perform historical analysis in Siebelo Tracked banking and financial projects from start to finisho Traveled to other EDS sites and customer sites to help train employees on daily computer and system operationso Developed and presented training procedure manual to EDS and customer employees for their daily operationso Responsible for all access control systems, including servers, operating systems, applications, access credentials or cards, and productiono Requested access credentialso Write functional and requirement documentation for multiple projects as well as for EDS clientso Production Support for multiple projects for multiple clientso Identify, create, represent, and distribute Knowledge Management such as improved performance, competitive advantage, innovation,

developmental processes, lessons transfer between projects and the general development of collaborative o Rollout Planning for multiple projects for multiple clients

● Supervisor – Supervised 25 employees for the computer and system operations department.o Oversee and distributed workflowo Ensured all deadlines were being met for all customerso Ensured all billing was completed by the end of the montho Spoke with customers to ensure all requirements were being met

● Computer Operator – Provided data entry to process mortgage, car, and insurance payments

EDUCATIONUNCC – Charlotte, North CarolinaBachelors - Business Management

Professional References

Terry Nelson – Fusion CRS Solutions – 704-778-8792

Dick Burns – Fusion CRS Solutions – 704-650-1726

Jose Bermudez – Fusion CRS Solutions – 407-446-3831

Kori Sultani – Moya Services Call Center – 704-649-8041

Boaz Sultani - Moya Services Call Center - 704-400--2934

Phil Seery – Wachovia/Bank of America – 704-254-7183

Stan Janda – Wells Fargo Advisors - 704-517-0732

Shonda Harper – Premier Inc. – 704-733-5639

Ed Guy – Premier Inc. – 704-733-5779

Jasper Salary – Premier Inc. - 704-936-9679