Michele Yip
Edmonton,AB
Summary
Experienced in system optimization, ensuring seamless IT operations and minimal downtime. Utilize advanced problem-solving skills to address technical challenges and enhance system performance. Proven track record of leading diverse teams and maintaining high security standards. Skilled Systems Manager proficient in troubleshooting and resolving system problems to maintain maximum business productivity. Able to integrate information from different data centers in cluster arrangements. Possess a solid understanding of both hardware and software components. Well-qualified IT leader with expertise in technical support, system management, and documentation. Demonstrated skills in equipment repair and maintenance. Exceptional relationship-building and planning abilities gained during [Number]+ years of related experience.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Commercial Loan Systems Manager – Loan Systems
Servus
11.2018 - Current
- Oversee various aspects of Commercial CreditPath
- Investigate and respond to branch issues and inquiries
- Liaise with Business users to understand and break down the needs and challenges of CreditPath users
- Create PBI's and Bugs and work with our development team when required to support a PBI or recreate a bug
- Participate in standups, sprint planning and sprint reviews
- Learn to make configuration changes in the admin side of CreditPath
- Review changes made to any Commercial Credit policy to determine the changes that need to be made to CreditPath
- Create PBI's for those changes
- Where applicable, make the changes to verbiage in the admin side of CreditPath
- Support where there are gaps in coverage of all the above items for Retail CreditPath
- Learning the basics of Equifax Rules Editor to make rate updates in InterConnect when rates change and investigate decision outcomes that aren't as expected
- Join and participate in project teams where required, for example Pendo and Mortgage Pre-Approval
- Oversee all aspects of admin of CEBA loans at Servus
- Interpret and work with partner teams to implement new processes as required by Export Development Canada (EDC)
- Support the Loan Systems Administrator in the monthly processing of wires and government reporting
- Work with stakeholders like Business Banking, BLS and Accounting where changes to the program will affect them
- Work with Business Rules and Procedure to ensure our published procedures reflect the current stage of the program
- Respond to branch/SOS/MCC questions in a thorough and informative way so they are knowledgeable in their responses to Member questions
- Was an integral part of the CEBA Refinance program Servus offered to our members in
- Oversee JUDI.AI admin and updates
- Liaise with the JUDI team and Servus stakeholders to ensure all impacts of potential changes are understood from both JUDI technical and Servus policy/requirements perspectives
- Keep up to date on changes that are implemented by JUDI.AI and work with Business Rules and Procedure to ensure our published procedures reflect the current stage of the program
- Liaise between the JUDI team and BI team where new reports or changes to existing reports are required by either team
- Support the Loan Systems Administrator in submitting new user requests to JUDI and providing training and access information to the users
- Worked with Learning & Development and Operations leaders to coordinate the training sessions for rollout of JUDI.AI throughout our branch network
- Part of a team of representatives from Credit, Operations and Loan Systems that will work on harmonization of JUDI between Servus and cFCU
Business Process Analyst, Business Process Management
Servus
06.2014 - 11.2018
- Contribute to the process of gathering a full process library
- Learn and adhere to BPMN mapping rules
- Collaborate with various business units to learn and map business processes
- Document and record current state, future state and business impacts for various release items
- Work with integrated release team to promote business readiness for release related changes
- Liaise with various teams and stakeholders to ensure all impacts of potential changes are captured understood
- Contribute to project teams for major initiatives
- Facilitate process improvement sessions for all business units
- Perform process reviews of branches, teams or departments as requested
Data Mapping Analyst TCCUS Conversion Project
Servus
09.2012 - 06.2014
- Learn and analyze all Captivation fields from a business perspective to determine the most accurate way to convert TCCUS Members and all their products to Captivation
- Work with various contractors through the conversion project to help create, review and approve business rules for mapping data by learning the behaviour of the fields in both TCCUS and Captivation
- Liaise with stakeholder departments/branch representatives to confirm policy, procedure and business intent of various processes and functions within Captivation
- Document/record learnings
- Identify and analyze business impacts for all areas potentially affected by conversion
- Plan and facilitate various meetings to achieve all the above
Mortgage Admin Officer Level 3
Servus
05.2006 - 09.2012
- Review, sort, and comply incoming files in order to instruct lawyers
- Pay attention to detail to maintain quality of files while managing timelines
- Have and use a high level of understanding of policy and procedure to ensure guidelines have been followed with each Mortgage file
- Respond quickly and efficiently to email requests from staff of all Servus branches
- Liaise with lawyer’s offices to ensure timely funding of Mortgages
- Work with other levels of our department to lend support and guidance
Help Desk Analyst
Servus
01.2000 - 01.2006
- Front line support for all software, network, hardware, and Captivation requests
- Respond quickly and efficiently to requests from all staff of Servus
- Investigate particularly complicated problems with specific loans and other products within Captivation
- Monitor all servers, gateways, and network software on a daily basis
- Help to manage time of our Tier II team by way of creating, administering and updating tickets
Quality Assurance Analyst
Servus
01.1999 - 01.2000
- Testing new work order changes
- Responsible for identifying potential problems or issues with new code
- Learned and became comfortable with using Microsoft SQL and running numerous background processes on a daily basis for the purpose of testing the results
PBA
Servus
01.1998 - 12.1998
- Responsible for some loan admin (credit committee) and responding quickly and efficiently to Member’s calls and appointment requests
- Moved to City Centre where I experienced a wider variety of duties including opening accounts and doing end of day write offs
Conversion Team Member
Servus
01.1997 - 12.1997
- Was invited to be part of the Captivation conversion team in January of 1997
- Trained other SERVUS staff on Captivation
- Worked in branches in a support role post conversion
- Spent the remainder of the year coming out of the branch to train new teller classes at HR’s request
Teller
Servus
01.1995 - 12.1996
- Went through teller training and was hired at Palisades
- Moved to Westgate branch and experienced higher volume and faster pace
Education
No Degree -
Lean Certification
Moose Jaw, SK06-1987
Skills
- Excellent Communication
- Problem-solving abilities
- Multitasking Abilities
- Remote Support
- IT Infrastructure Management
- Training documentation
- Functionality Testing
Accomplishments
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Resolved product issue through consumer testing.
- Collaborated with team of [Number] in the development of [Project name].
Certification
- Green Belt - Lean Six Sigma 2015 February
Timeline
Commercial Loan Systems Manager – Loan Systems
Servus
11.2018 - Current
Business Process Analyst, Business Process Management
Servus
06.2014 - 11.2018
Data Mapping Analyst TCCUS Conversion Project
Servus
09.2012 - 06.2014
Mortgage Admin Officer Level 3
Servus
05.2006 - 09.2012
Help Desk Analyst
Servus
01.2000 - 01.2006
Quality Assurance Analyst
Servus
01.1999 - 01.2000
PBA
Servus
01.1998 - 12.1998
Conversion Team Member
Servus
01.1997 - 12.1997
Teller
Servus
01.1995 - 12.1996
- Green Belt - Lean Six Sigma 2015 February
No Degree -
Lean Certification
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