Heather Cosby: IT BUSINESS SYSTEMS ANALYST / SCRUM MASTER in N. Las Vegas, NV

• Scrum Master for (2) development teams, Sprint planning, grooming, review, retroactive ceremonies in addition to grooming backlog meetings. • BSA for RetailPro Upgrade & Implementation for the POS & Inventory System for Gift Shops, upgrade & additional system integration's for boarding pass and Hotel comps. This included defining requirements for (3) system integrations, custom reports & custom development with an outside vendor. • Created Product Roadmaps for software development features both at a project level & program level. • Wrote User Stories in TFS for STN Software Development Scrum Teams on multiple projects & throughout the development project. • Slot Innovation Program - Wrote Technical Specifications for multiple Slot Projects, primarily for projects already in development or previously deployed. This included backend dependencies & user configuration. • API integration (2) Projects - worked with the 3rd party vendor & software development team in addition to our internal software development team, data warehouse, ETL & BI teams to capture necessary API data & define the data types, triggers, rules & use cases. • Created various User & Backend Data Flow documentation. • TFS - Epic, Features, PBI's and COA definitions & story writing while working with the Product Director on priority & requirement gathering.

• Assigned to the company's largest software implementation in the last 13 years, replacement of loan servicing software which integrates with our core enterprise software. This involves multiple secondary systems & cross functional departments (it, network engineering, Oracle dbas, sql dbas, dialer teams etc. This also included configuration of the new Loan Servicing Software, reworking of business processes for efficiency & compliance along with setup & requirements for said new integrated software. • Process improvement, business efficiency are major factors when conceptualizing the best design to implement the business requirements. Working on post-drop applications support has really enhanced my ability to ask the appropriate questions the next time around, or when learning a process which touches a different area of the software. • Application Support for Billing, Accounting, Loan Servicing business units & all subsequent systems, defects, business changes & any development effort I led. Payment processing via portal, IVR, credit card batching with SHIFT 4 and Wells Fargo, support for all integrations for said payments for timeshare ownership, loans, etc. • Database relationships, sql queries are heavily used to understand how the data is stored, displayed so specs are accurately reflecting expected outcome & or data model changes required. I have experience working in both SQL & Oracle DB's & have p/u PL sql in the last year, however, spent more time in Microsoft sql but enjoy both & data to drive decisions. • Gather requirements from multiple business units in financial services, document existing function for migration from legacy to new core enterprise software & write technical functional specifications for SDLC lifecycle compliance. • Worked in a queue environment with developers & qa with collaboration in terms of best practices, brainstorming resolutions, enhancements as I simultaneously manage our IT distribution email for our respective business unit. • Responsible for creating tickets which aligned with my project as well as general application support. Ran multiple scrum meetings for several different sub groups & projects. • Responsible for knowledge transfer & training of qa's assigned to my tickets & project. Held kickoff meetings with dev after completion & sign off of functional specs as well as qa kick-off & test planning meetings. This included use case, business use & validation testing requirements for pass/fail scenarios. • Managed release processes for multiple tickets & different queues, sdlc internal processes with status & testing validation in order to meet guidelines for 2 releases to production per week. • Negotiated resources for both qa & development for both inshore & offshore concurrently.

• Created Software Development TFS Agile Template(s), custom fields & workflow for external development team (newly acquired) • Responsible for writing technical requirements for new product, including Wireframes for UI design & function • Visio workflows for process mirroring Wireframe design • Project manager for API creation & documentation • Reviewed current processes & documented existing functionality for two software applications to support legacy products once the new product & API's are in place. Taking into consideration the merge to Angular & web access. Provide input regarding areas requiring improvement or could have potential exposure

• SaaS Software Implementation & SQL Database Configuration specifically used in the issuance of both Workers Compensation & Property & Liability Insurance Products • Simultaneously Managed Multiple-Projects & Product Development based on Road-Map, contracts, budgets & new Client Implementations • Wrote User Stories, Test Cases, Acceptance Criteria for Development of Product Enhancements & Defects Using Agile, Scrum, Kanban Methodologies • Tracked Client Specific Development Releases, Prioritized based on impact, Tested Prior to & immediately following deployment to Production • Created detailed Requirements for Client consumption & approval prior to beginning Implementation or Development. Then documented Business Process Workflow for internal & external use of Software Application. • Tech Support/Dev Ops: Tier 1, 2 & 3 Support (depending). Researched issues reported, validated, wrote bug/defect stories, identify inception date of bug, prioritize & decipher impact to users, inform clients of anticipated release & associated changes • Complete UAT testing & provide sign off or feedback as to whether it was acceptable for upcoming Release. If not, worked with QA to define what was needed to perfect the fix often times converting a bug to a feature. • Provided on-going Training prior to, during & after Implementation Phases completed - First point of contact for specific set of clients • Crystal Reports - Created New & updated existing Crystal reports & design. • Worked to improve performance of SQL Database File Extractor jobs/services for Client specific monthly, daily, weekly jobs

• Setup Salesforce Workflow Templates for both Buyer & Selling Agents employed by Leslie Carver via Berkshire Hathaway. • Configuration of Salesforce for CRM & migrated data from prior CRM Database to Saleforce Database • Worked directly with the Vendor/Salesforce to verify bugs/enhancements or custom development needed, managed cost/timeline. • After the completion of setup/validation testing created Training Guides & User Guides for both Buyer & Selling Agents. • Documented User Flow's for end-to-end processes from the initial call on a property throughout the contract signing & the recording of title/close of the real estate sale. • Enhanced the SLA agreement with Leslie's Preferred Escrow Company, defining realistic expectations and pricing for her small & large scale properties & wrote the rules for appropriate communication. • Setup distribution e-mail lists and groups for Leslie & team depending on their roles or areas of expertise.

• Implementation of Enterprise Software & non-propriety Software for all new States/Offices &/or development of any new functionality based on Business demands as it related to the issuance of Title Insurance Products • Documentation of all existing Business Workflow Processes & requirements for Internal Use for all Title employees, including responsible for creating any workaround in lieu of development fixes being immediate. Thus communicating to users once the workaround is redundant & a fix will be released. • SoftPro Product Owner -Restructured template use from individual states to a National template workflow which allowed internal customization. I accomplished cutting costs in half for time & material by moving work to be completed in-house (by myself) vs. outsourcing via work order with Softpro. This saved both time & money for the company & our clients. • Maintained & Planned development backlog in Agile & Scrum environment; ensuring that each Sprint/Release included a Road-Map card, Bug (based on Priority), Enhancement, Client Customization • Application Support/Dev Ops: Received all system & product related bugs/defects for all users; isolated core issue & worked towards a resolution with appropriate I.T. teams. • Training All Users Inshore & Offshore remotely & on-site as needed WASHINGTON STATE & OFFSHORE MANAGER NexTitle - Bellevue, WA • Significantly Reduced Operation Costs after quantifying & defining Roles & performing cost budget analysis of all employees, processes & realigning to match the Companies objectives. • Managed Washington State Operations & Title Production Software Changes, New Business Directives for the most profitable State in the company & direct management for 6 different Title Units (30 + employees) • Managed Offshore Title Production for All States (6 Offshore Companies, multiple divisions) • Documentation of all Requirements for Product Build Out for Offshore & WA State as we took on new Business with Privacy Restrictions at the Federal Level. Created & drove initiative for Secure Portal Access for our clients, wrote the requirements & worked with Development on building, testing & implementing to Production. • Organization of Citrix Structure for Offshore Teams, defining user roles & Product Development to capture Offshore workflow (enable review functionality for all work & return capability if below SLA standards). • Responsible for P & L for Washington State & Offshore for all States (WA, AZ, CA, HI, CO, ID, OR) • Managed Companywide Development Backlog using Agile/Scrum methodologies, held meetings with IT, Development, Product & Operations management to discuss budget, plan & prioritize

• Created the first National end-to-end Title Unit for NexTitle for Deed in Lieu's; this began with creating a workflow for our propriety operating system to capture & distribute these products in WA, OR & ID. • I was Title Officer/Manager responsible for automated production exam reviews (Offshore included); correction & distribution to clients, sales reps & escrow. • Single point of contact for all (3) states through final policies & working with attorney's on any potential issues prior to recording. • Responsible for name change integrations for all states & company from Northwest Title LLC to NexTitle prior to accepting the role as OPS & Offshore Manager. DEFAULT SERVICES TEAM LEAD NexTitle - Bellevue, WA • Managed a Default Team facilitating the issuance of Trustee Sale Guarantees as well as single point of contact for servicing loans for LPS, Recon Trust & NW Trustee in all states with different requirements. • Worked with over 100 difference title vendors while maintaining accuracy throughout the foreclosure process, which includes but is not limited to the following: Ensuring our vendors comply with our Service Level Agreements & if not addressed accordingly. • Singly expediting all requests via e-mail regarding any & all of the above items, troubleshooting to prevent any items from potentially escalating &/or causing potential restarts. • Mediating resolutions for discrepancies in the Trustee's foreclosure processing which could create potential exposure for both the company &/or the Trustee. • Created work flow procedures so as to meet our SLA requirements & effectively streamlined processes to avoid errors & restarts.

• Acquisitions, Dispositions, Financing, Entitlement, Risk Management & Leasing for a privately held Commercial Developer & Investment Company. • Contract Negotiation & Document Preparation for the above mentioned specifically: Lease Agreements, Purchase Agreements, Finance Documents, Claims

• Closed hi-liability commercial property transactions nationwide which included Wind Farms Development, Open Space Designated Land, Forest land, Timberland, Commercial Developers, & individuals, prepared conveyance documents, financing documents, reconveyance documents & coordinating the execution & recording of financing documents. • Connections Software Change requests for all Agents for LandAmerica for payment processing, on-line Agent, Client portal access & internal user bug inquiry tracking to forward to our internal help desk for commercial services.