Char Castillo, MPA, MISM

Experience

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  Carolinas Healthcare System

  Mar 2007 - Apr 2008

  Administrative Analyst

  • Requested, collected, analyzed and documented management data, prepared excel spreadsheets, tables, graphs and charts to explain the data for the monthly reports.• Generated queries to update monthly reports with new data input. • Data Entry performed for updating most reports using PeopleSoft and SQL.• Assisted with activating, modifying, testing, provisioning, registering and synchronizing Blackberries for Doctors and Executives throughout Atrium Healthcare.• Worked with Operations Services Request helpdesk sending work orders to appropriate areas to resolve technical issues.• Developed and maintained project schedules, evaluated work flow and procedures and made recommendations to improve communication and efficiency. Show less

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  TEKsystems/Wells Fargo

  Jun 2008 - Sept 2008

  Operations Analyst

  • Assisted with the Business Continuity Plan activities, strategies were entered onto the LDRPS system. • Developed and/or documents user application procedures as changes occur.• Assisted in monitoring the Call Recording mailbox and Validation process.• Performed audits on reporting databases to determine frequency of use and report results to management.• Worked to support telephony application (Verint Call Recording) within Default Operations. • Acted as liaison between functional business unit and management through assistance in locating call recordings.• Demonstrated ability to meet deliverables and project time-lines with quality.• Data entry performed for new Agents domain log on address and password in the UXP and Applications server this allows the agent's calls to be record. Show less

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  Canon Recruiting Group/Bank of America

  Nov 2010 - Dec 2011

  Process Support Specialist

  • Decision Fanniemae and HAMP loans to see what type of modification program the borrower qualifies for• Reviewed assets for imminent default, calculate income, update databases with verified income, decision loan in WPT database, • Set borrowers up on Special Forbearance Plans• Performed data entry for customer accounts with notes to facilitate customer communication using Sales Force system• Compile documents collected from borrower and upload to iPortal for the Underwriter review Show less

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  Robert Half/Living Well Health

  Dec 2011 - Aug 2012

  Data Analyst

  • Generated reports using SQL server for compliance reports; requested, collected, analyzed and documented data. • Data Entry performed for system setup for new customers entering program.• Prepared excel spreadsheets, tables, graphs and charts to explain data for the monthly reports.• Maintained and updated SQL databases and creating reports for numerous customers.• Performed application training for end users when needed. • Demonstrated the ability to meet deliverables and project time-lines with quality.• Made recommendations to improve communication and efficiency for work projects and reports. Show less

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  Signature Consultants/Wells Fargo

  Aug 2013 - Apr 2014

  Operations Systems Analyst

  • Provided technical support for Verint Call Recording applications, break/fix efforts and issue escalations.• Analyzed and used vendor specifications and other diagnostic tools to troubleshoot the call recording system.• Resolved issues or escalates as needed to meet established (SLA) service level agreements.• Supported a Move/Add/Change/Delete process including user administration.• Knowledge of utilizing problem ticket software PAC 2000.

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  Signature Consultants/Wells Fargo Bank

  Nov 2014 - Apr 2016

  Implementation Manager

  • Responsible for managing and coordinating projects with high scope, impact, risk and complexity in support of the Service Life Extension Program (SLEP) project.• Consulted with management and business partners on matters of significance regarding strategic approaches, effectiveness of support function, and business performance improvement opportunities for the applicable business functions. Such consultation includes discussion of alternatives and implications. • Presented to senior leaders on business performance and recommends strategies to implement changes and improvements. • Utilized thorough knowledge of the business unit's functional area or products to support strategic initiatives for the business.• Provided work direction to lower level staff. Leads diverse support functions and/or operations/production oversight usually for a single business group within a Line of Business. • Worked with business partners to identify requirements, design alternatives, project schedules, to relocate existing infrastructure through Core and Regional data centers. • Participated in planning and directing program schedules, monitoring project status in comparison to project time lines. • Provided consistent and comprehensive status reports, project updates, and identifies risk, significant issue tracking, and communication at the team level. • Acted as an internal consultant within technology and business groups to re-engineer technical processes for greater efficiency.• Gained technical understanding of data center infrastructure hardware technologies (Virtual Host Environments, F5, Infobox, DataPower, Storage Arrays, switches, etc.) and understanding of Data Center Network Environments.• Proficient in excel and knowledge of utilizing PAC 2000 (Remedy), PTP (Project Tracking Portal), DMAN, Triage, Techtools, Repository Database and SharePoint.• Developed a strong communication, written and verbal skills. Show less

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  Ettain Group/Bank of America

  Jun 2016 - Apr 2017

  Program Manager

  • Provided engagement, portfolio and program management for cross-organizational initiatives impacting Risk, Capital, and Investments & Treasury Technology (RCITT).• Coordinated and oversaw the Infrastructure Remediation plans and activities for in-scope projects and programs.• Established effective communication channels between the enterprise programs, leadership teams, and stakeholders.• Served as central point into Shared Services Production Mgmt for initiative requests, oversee holistic portfolio work, and facilitate program plans and activities on behalf of production and development teams.• Ensured project deliverables were executed as planned by the project team. Show less

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  Ettain Group/Wells Fargo

  Apr 2017 - Mar 2019

  Implementation Manager

  • Responsible for managing projects with high scope, impact, risk and complexity for Data Center (DC) clean up in support of the Service Life Extension Program (SLEP).• Contact LOB regarding decommissioning or tech refreshing of aged servers.• Identify issues and resources needed to support SLEP server moves for hosts not decommissioning by date zones need to clear.• Work with business partners (LOB, Data Center Management and Network) to identify requirements, design alternatives, project schedules to relocate existing infrastructure through Core and Regional data centers. • Create Game Plans, Change Request and WOs once server move date is scheduled.• Provide consistent and comprehensive status reports, project updates, and identifies risk, significant issue tracking, and communication at the team level. • Facilitate meetings with the LOB, Network Engineers and DCM to ensure readiness before server move event. • Coordinate SLEP server moves for; Virtual Host Environments, F5, Infoblox, Proxy and Security servers etc.• Follow-up on assigned actions and assist with creating departmental process design and training.• Knowledge of utilizing PAC 2000 (Remedy), PTP (Project Tracking Portal), DMAN, Triage, Techtools, SharePoint and supporting the team Repository Database. Show less

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  Wells Fargo

  May 2019 - now

  Senior Technology Business Services Consultant/Implementation Manager

  • Responsible for managing projects with high scope, impact, risk and complexity for Data Center (DC) clean up in support of the Service Life Extension Program (SLEP).• Contact LOB regarding decommissioning or tech refreshing of aged servers.• Identify issues and resources needed to support SLEP server moves for hosts not decommissioning by date zones need to clear.• Work with business partners (LOB, Data Center Management and Network) to identify requirements, design alternatives, project schedules to relocate existing infrastructure through Core and Regional data centers. • Create Game Plans, Change Request and WOs once server move date is scheduled.• Provide consistent and comprehensive status reports, project updates, and identifies risk, significant issue tracking, and communication at the team level. • Facilitate meetings with the LOB, Network Engineers and DCM to ensure readiness before server move event. • Coordinate SLEP server moves for; Virtual Host Environments, F5, Infoblox, Proxy and Security servers etc.• Follow-up on assigned actions and assist with creating departmental process design and training.• Knowledge of utilizing Service Now, NLYTE, as well as Agile methodologies; Scrum, Kanban and Confluence. Show less