Diana Berner

Experience

• 

  Onsite Technologies Inc

  Oct 1999 - Jun 2003

  Sr Technical Support Analyst

  Detail-oriented Senior Technical Support Analyst with extensive experience in providing tier 1 and tier 2 helpdesk support across multiple Windows platforms, including Windows 9x, NT4.0, 2000, ME, and XP, utilizing the TIMSS database tracking system. Demonstrated expertise in Windows NT Server Administration and successfully managed software testing and quality assurance for proprietary software packages for clients, including the American Institute of Architects (AIA). As a liaison, I led a team of analysts in developing technical documentation, including online FAQs, software manuals, and standard operating procedures, enhancing user support and system efficiency. Regularly presented technical issues and solutions at executive meetings, effectively communicating complex information to senior stakeholders. Proven track record in completing special projects, training new hires, and contributing to continuous improvement within the technical support department, driving operational excellence and customer satisfaction. Show less

• 

  Wells Fargo

  Jul 2003 - Jul 2024

  Spearheaded the Vendor Center of Excellence program, achieving an 80% reduction in unplanned application outages by architecting comprehensive change management protocols for leading technology vendors and GSEs, including Black Knight, Blend Labs, CoreLogic, Equifax, Freddie Mac, Fannie Mae, and FiServ. Expert in defining and re-engineering business processes, demonstrated by the successful delivery of a $3M+ task management system, which increased productivity by up to 48% per hour worked.Designed and implemented advanced dashboards, automation flows, and intake processes in Jira, Confluence, and ServiceNow, streamlining stakeholder communication and reducing manual efforts by 75%. Established Service Level Agreements (SLAs) and performance tracking systems, enhancing team accountability and efficiency. Proven ability to foster strong cross-functional relationships, collaborate effectively with vendors and internal stakeholders, and lead root cause analysis for incident resolution using the 5 Whys methodology.Adept at facilitating workshops, conducting gap analysis, and optimizing workflows to drive continuous improvement. Successfully managed annual Vendor Resiliency assessments, integrating Site Reliability Engineering (SRE) practices to strengthen external partnerships and operational resilience. Recognized for driving process enhancements that align with enterprise policies, improve communication, and elevate overall operational outputs. Show less As a skilled Business Systems Analyst and Project Lead, I have a proven track record of managing large-scale projects and optimizing system workflows to align with strategic business objectives. I excel in collaborating with cross-functional teams, including operational leads, project managers, and external vendors, to develop and implement business requirements that drive continuous improvement.In my role, I led the development of functional system requirements and managed the implementation of key projects such as the Equator Short Sale system, Wachovia - San Antonio, FHA, and Short Sale Decision Tool. My proactive stakeholder engagement involved traveling extensively - over 120 days annually - to collaborate directly with the Project Management Office (PMO), Technology Operations Group (TOG), and vendors, ensuring that technical specifications were validated and aligned with business needs.A significant aspect of my impact has been in training and equipping teams for success.I delivered comprehensive training,including Equator Short Sale, FileNet, and LPS/Fidelity, empowering test and technical support teams. My focus on workflow enhancements involved implementing policies that mitigated risks, ensured compliance, and boosted operational efficiency.As a Test Lead and Release Manager, I mentored junior team members across multi-site test teams, facilitated technical discussions, and managed test plans using Mercury Quality System, ensuring seamless UAT and integration testing. I established demo environments to support learning initiatives and oversaw monthly releases, enhancing system functionality.In my role as Escalation and Production Support Lead, I collaborated with vendors to resolve critical production issues and drove system improvements. I led weekly defect resolution meetings and partnered with Operations to provide targeted training, address user needs, and improve system performance. Show less As a Loan Servicing Specialist, I analyzed loan data to identify trends, uncover root causes of issues, and resolve discrepancies related to taxes, insurance, and escrow accounts, ensuring loan performance accuracy. I collaborated with tax authorities, insurance agents, title companies, and attorneys to correct impacted loans and address missing funds from closings. Additionally, I communicated with customers about loan impacts, led tax research projects, and facilitated Tax Gatekeeper meetings to drive effective resolutions across departments. Show less As a Support Escalation Lead, I provided floor support to customer support representatives on tax, insurance, escrow, and default issues while guiding them in delivering accurate information to customers. I assisted management by coaching and mentoring CSRs, conducting research on escalated cases, and ensuring timely customer resolutions before issues reached Executive Complaints. I developed key process and procedure manuals, including the Internal Resource Group Standard Operating Procedure and New Loan Boarding manuals, delivering comprehensive training to call center representatives. Additionally, I supported default account customers, monitored team performance, and maintained daily productivity reports, ensuring high service standards and effective issue resolution across the team. Show less

  • Senior Technical Business Services Consultant & Scrum Master

    Feb 2015 - Jul 2024

  • Systems Support Analyst

    Jun 2008 - Feb 2015

  • Loan Servicing Specialist

    Oct 2005 - Jun 2008

  • Support Escalation Lead

    Jul 2003 - Oct 2005
• 

  Navy Federal Credit Union

  Nov 2024 - now

  Experience Analyst