Guest Service Representative at HAMPTON INN & SUITES (2021-08 – Present)
- Utilize hospitality database systems to manage resource forecasting, coordinate transaction audits, and ensure precise account ledger validation.
- Resolve escalated service conflicts, applying refined interpersonal communication skills to bridge frontline gaps.
Business Systems Analyst / Application Administrator at FIRST COMMERCE CREDIT UNION (2018-03 – 2026-05)
- Partnered with credit union business units to capture, analyze, and document requirements for digital banking platform feature enhancements and third-party integrations.
- Managed technical communication and product roadmap alignments with Q2 and Core SaaS vendors to ensure operational changes satisfied regulatory and internal policy baselines.
- Engineered interactive monthly business intelligence dashboards using SSRS to transform complex transaction data into actionable strategy metrics for executive stakeholders.
- Structured and executed full-lifecycle User Acceptance Testing (UAT), script updates, and regression validation matrices during major platform releases to ensure zero functional disruption.
- Leveraged Python scripting alongside the Q2 SDK platform to systematically eliminate manual configuration errors, reducing system provisioning cycle times by 20%.
System Project Analyst at FLORIDA DEPARTMENT OF FINANCIAL SERVICES (2008-04 – 2018-03)
- Directed end-to-end business analysis, mapping, and gap analyses for multi-tier state financial software implementations across.NET, IIS, and DB2 ecosystem.
- Collaborated cross-functionally with software architects to translate legacy system behaviors into specifications for modern, scalable Microsoft enterprise frameworks.
- Conducted structured root-cause investigations into data mismatches and batch file errors, engineering reliable software logic corrections to safeguard data integrity.
- Designed, deployed, and automated business reporting distributions using SSRS and Crystal Reports, providing critical state oversight groups with auditable operational records.
Computer Programmer Analyst II at FLORIDA DEPARTMENT OF FINANCIAL SERVICES (2001-08 – 2008-04)
- Formulated and validated testing matrices, edge-case scenarios, and debugging models for workers' compensation processing tools across mixed VB.NET and Access systems.
- Translated ongoing administrative process changes into systematic application alterations, improving reporting accuracy and backend workflow reliability.
Systems Specialist & Information Support Analyst at FLORIDA STATE IT DEPARTMENTS
Developed core data mapping competencies, user access control matrices, cross-department communication channels, and formal business infrastructure documentation.
