Business Systems Analyst or Senior Business Systems Analyst

_________________________________________________________________ RICHARD S. HEGGEN 3815 SW 30TH STREET DES MOINES, IOWA 50321 PHONE (H) 515 287-8656 [email protected] PHONE (C) 515 771-1468 BUSINESS SYSTEMS PROFESSIONAL _BUSINESS SYSTEMS PROFESSIONAL WITH 10 YEARS EXPERIENCE PROVIDING INNOVATIVE SOLUTIONS FOR MODERATELY COMPLEX TO COMPLEX SYSTEM PROBLEMS TO BE SOLVED WITH AUTOMATED SYSTEMS THAT ARE COST EFFECTIVE AND MEET BUSINESS REQUIREMENTS._ PROFESSIONAL STRENGTHS Analysis/Analyzing Business/System Integration Conceptualizing/Perceiving Ideas Consistently Meet or Exceed Expectations Decision Making/Execution/Follow-Through Team Player/Builder Effective Communication Skills a" Verbal and Written Relationship Building Innovative Ideas/Solutions Mentoring/Coaching/Motivating Staff Multi-Tasking Time Management/Prioritizing EDUCATION _BA BUSINESS ADMINISTRATION_ Grandview College, Des Moines, Iowa CAREER ACCOMPLISHMENTS ANALYZED DATA OR SITUATION _EXPANDED THE LOAN TO VALUE TABLE TO INCLUDE ADDITIONAL VALUES NEEDED TO PROCESS __REAL ESTATE LOAN APPLICATIONS._ * Developed requirements necessary to utilize the new values

* Collaborated with developers and line of business to determine any additional fields that would be necessary. * Coordinated testing efforts. * Identified, documented and resolved and issues identified. With the additional new fields, the business has the ability make changes within 3 days in reaction to a markets instability. _CREATED TABLE TO IDENTIFY THE MSA/CBSA POSTAL CODE THAT IS ASSOCIATED TO ZIP CODES._ * Identified necessity of table to allow for accurate and more flexibility in the processing of applications. * Defined requirements. * Validated values added to table. Several of the tables implemented became quite large due to the number of zip codes being used. Identified that zip codes are grouped together into municipality, (MSA/CBSA), codes. By grouping the zip codes together on this table, additional flexibility was given to the lines of business to allow them to place values on their tables in a hierarchy of: zip code, CBSA code, state value, and then a default value, thus reducing the size of the table and making it more manageable. _CREATED A MINIMUM/MAXIMUM LIMIT TABLE TO BE UTILIZED BY THE BANKCARD LINE OF BUSINESS._ * The bankcard division wanted to implement coding to allow them to set a minimum and maximum limit value that could be offered on an application. * Recommended creating a table that would reflect the minimum and maximum values that could be assigned based on where the customer lived and the type of product. * Wrote requirements. * Coordinated testing, which involved changing table values before entering test cases. * Identified, documented and resolved any issues identified with the

tables and coding. By implementing this table the line of business has the ability and flexibility to assign different limits to applications, based on an applicantas marketability, thusly potentially reducing the organizations exposure to certain risks. COLLABORATED WITH OTHERS _ASSISTED CO-WORKERS WITH DEFINING REQUIREMENTS FOR THEIR PROJECTS._ * Would review request with co-workers and provide insights into possible solutions. * Provided feedback after reviewing their requirements. * Assisted them with the writing of test scripts. * Assisted with reviewing results of testing. Due to my experience, I was requested to assist co-workers in identifying creative options to assist the line of business they were working on to make their processes more flexible and to give them the ability to react quicker to the changing markets. _ASSISTED TEAM MEMBERS WITH TESTING ON LARGER PROJECTS._ * Was requested to participate in the testing phase for the lines of business assigned to me on major projects. * Wrote test scripts pertaining to the line of business for the project. * Coordinated the testing, both manual and automated, for the line of businesses that I represented. * Identified and documented any issues and notified the team member of results. By assisting other team members with their testing, they are able to implement their projects within the established time lines for the project. _PARTICIPATED IN A LEAN EVENT TO REVIEW CURRENT PROCESSES USED IN THE LIFE CYCLE OF A REQUEST BEING SUBMITTED TO ENHANCE THE SYSTEM._ * Reviewed current process with team members, as well as the

developers. * Assisted in identifying issues and duplication of tasks were taking place in the request process. * Made recommendations to resolve issues and duplication of tasks. After the review was completed it was determined that with the recommended changes to the process, the life cycle of the request process could be reduced by 1 month, on average. DEALT WITH UNEXPECTED / CRITICAL SITUATION _COMPLETED THE IMPLEMENTATION OF NEW SCORECARDS AND CONNECTIVITY TO DUNN AND BRADSTREET COMMERCIAL CREDIT BUREAU FOR PROCESSING COMMERCIAL APPLICATIONS._ * Learned new systems that were being utilized in the process. * Coordinated the testing for all lines of business. * Documented all issues identified in testing and how they were resolved. After being in my position for only 3 months, I was assigned the task of completing this project. Within 3 months of receiving the project, we were successful in completing the implementation. _IDENTIFIED AND CORRECTED PRODUCTION ISSUE WITH LOAN APPLICATION PROCESSING THAT IMPACTED 30% OF THE PORTFOLIO._ * Worked with the developers to review coding and identified coding existed that should have been removed when an enhancement was implemented. * Defined requirements to correct production issue. * Created a problem ticket to document issue. * Coordinated the coding correction, testing and implementation. Was notified on a Friday of this issue, coding and testing was completed on a Saturday, with the implementation taking place on a Monday morning, prior to the business opening for the day. There was no impact to the business, due to the quick turnaround on correcting the issue. DEVELOPED

_IMPLEMENTED PROCESS TO ALLOW FOR BALANCE TRANSFERS ACROSS PRODUCT LINES._ * Researched process utilizing FDR Manuals. * Defined requirements. * Did account field to field comparison and documented results. * Identified and created additional manual processes to complete transfer of all necessary data. Once successfully implemented, saved organization an average of $30 million per year. _IMPLEMENTED IMAGE CHARACTER RECOGNITION PROCESS FOR INPUTTING APPLICATIONS._ * Reviewed documentation made available on systems needed to implement process. * Developed requirements. * Coordinated with developers to implement systems needed. * Tested and documented results. * Identified and worked with developers to correct any processing issues. Once successfully implemented, the process reduced the number of key strokes necessary for entering an application from over 3600 to less than 2 dozen _ENHANCED THE CANADIAN REAL ESTATE APPLICATION PROCESS._ * Compared existing process to new process being requested. * Developed requirements for new process to be implemented. * Coordinated testing efforts. * Identified, documented and resolved any issues identified.

The line of business wanted to enhance the matrices used is processing real estate applications. This involved defining and adding new coding to the current process, thus reducing the amount of risk involved with processing the loan applications and providing an automated recommendation. RESEARCHED / INVESTIGATED / DISCOVERED _ESTABLISHED AUTOMATED PROCESS TO TRANSMIT ACCOUNT INFORMATION TO THE CREDIT BUREAU AGENCIES._ * Reviewed current process, which was to create weekly tapes of the account information and forward them to the credit bureau agencies. * Defined requirements needed to establish connectivity to the credit bureau agencies across a secured line. * Coordinated the establishment of the secure lines to the credit bureau agencies. * Coordinated the testing and implementation of the process. With the implementation of this process, we were able to automate the process needed to transmit account information to the credit bureau agencies. Also, instead of having to create tapes on a weekly basis, we were able to transmit the information on a daily basis, thus improving the timing of when an account holders credit bureau information was updated. _CREATED A NEW TABLE TO IDENTIFY THE DIFFERENT TYPES OF INSURANCE THAT COULD BE OFFERED TO AN APPLICANT FOR THE DIFFERENT PRODUCTS._ * Developed the requirements for the new process. * Completed testing, which included reviewing the results with the line of business. * Established procedures for updating the table, as well as validating the changes made. The business had stated that they wanted all of the coding removed from the system, due to the fact that it took up to 4 months to make changes to the products that could be offered, so by the time it the change was made it was time to change it again. Once the table process was explained to them, they agreed to implement the new process. With the implementation of the table, the time to make changes was reduced to 7 days, to allow for validation. _IMPLEMENT A TABLE TO BE COMPLIANT WITH FEDERAL REGULATIONS._ *

Defined requirements necessary for implementing new table. * Coordinated the gathering of the secure information needed. * Coordinated testing efforts, identifying, documenting and resolving any issues identified. * Established table updating procedures. By automating this process the organization was able to more easily identify any applications/accounts that needed to be reviewed to make sure that they were in compliance with federal regulations. TECHNICAL SKILLS _CONVERTED A THIRD PARTY PROCESSOR TO SYSTEMS UTILIZED BY THE ORGANIZATION._ * Reviewed current system processes utilized by third party and organization for compatibility. * Established connectivity between third party system and existing system utilized by the organization. * Created reporting and automated letter processes for third party. * Tested and documented results, resolving any processing issues that were identified. When completed, third party processor was able to utilize the organizations processing systems while continuing to use their existing systems. _IMPLEMENTED NEW PROCESS THAT WOULD TAKE INTO ACCOUNT AN APPLICANTS CALCULATED PAYMENT TO INCOME RATIO WHEN DETERMINING THE LOAN TO VALUE PERCENTAGE TO BE USED FOR A LOAN._ * Collaborated with the line of business and developers to determine the requirements. * Developed the requirements, which impacted all 3 development areas that we worked with. * Coordinated testing efforts. By implementing this process, the organization has the ability to offer the customer more options on the product it is offering. This

was a high priority request for the organization that needed to be completed within a 2 month period. With the cooperation of the development teams, we were successful in implementing this process within this time frame. This was also paired with another high priority request that had been submitted at the same time. TROUBLESHOOTING _INCREASED THE ACCURACY OF ACCOUNT INFORMATION BEING SENT TO THE CREDIT BUREAU AGENCIES._ * Reviewed the existing coding. * Identified inaccuracies in the coding. * Defined the requirements necessary to correct the coding. * Tested coding to verify the corrections had been made. Accuracy of account data being sent to account holders credit bureau file increased from approximately 85% to 95% _IDENTIFIED AND CORRECTED INVALID VALUES ON ONE OF THE TABLES._ * While reviewing values on the table, identified that the some values were input incorrectly. * Notified the line of business of the disparities. * Reviewed correct values with line of business to validate that they were correct. * Submitted and validated the corrected values. * Coordinated the updating of the table. * Validated the correct values were loaded to the table. Table values were corrected same day as when they were identified. This was accomplished by bringing the system down for a short period of time, with little to no impact to the line of business. WORKED AS A LIAISON _IMPLEMENTED A TABLE TO ASSIST IN THE ESTABLISHING THE MAXIMUM LOAN TO VALUE PERCENTAGES ALLOWABLE FOR A DEFINED REGION._ *

Collaborated with developers to determine how the table should be designed. * Defined the requirements necessary for implementing the table process. * Coordinating testing efforts. * Identified, documented and resolved and issues identified in testing. The implementation of the table allowed for the line of business to assign different maximum LTV values based on zip code, state or a default value. The implementation of the table allowed the business to react quicker to the changing market stability. Prior to implementing the table it could take up to 4 months to get the values change. With the implementation of the table, the business is able to make adjustments to the values in as little as 1 day. _ENHANCED THE IDENTIFICATION OF APPLICATIONS THAT WERE ELIGIBLE FOR PRIME PRICING._ * Reviewed current process. * Defined requirements, which included the development of new matrices. * Coordinated testing, identifying, documenting and resolving any issues identified. By implementing this process the organization was able to more accurately identify real estate applications that could be considered for prime pricing. _IMPLEMENTED INTEREST RATE TABLE FOR THE AUTO FINANCE LINE OF BUSINESS._ * Reviewed current process * Defined requirements, collaborating with the developers. * Coordinating testing, both manual and automated. * Validated and documented results. The line of business was now able to change the interest rate that it could offer an applicant within 3 days, instead of the 7 days that

it previously took, allowing them to remain more competitive within the market. _CREATED PROCESS FOR IDENTIFYING APPLICATIONS THAT COULD BE ELIGIBLE FOR FHA LOANS._ * Collaborated with the line of business and developers to determine the requirements. * Developed the requirements, which impacted all 3 development areas that we worked with. * Coordinated testing efforts. By implementing this process, the organization has the ability to easily identify real estate applications that could be eligible for FHA loans. This was a high priority request for the organization that needed to be completed within a 3 month period. With the cooperation of the development teams, we were successful in implementing this process within this time frame. This was also paired with another high priority request that had been submitted at the same time. PROFESSIONAL EXPERIENCE RISK MANAGEMENT CONSULTANT 2010 TO 2010 Wells Fargo Card Services West Des Moines, IA BUSINESS SYSTEM CONSULTANT 3 2009 TO 2010 Wells Fargo Bank San Francisco, CA / Des Moines, IA BUSINESS SYSTEM CONSULTANT 3 2005 - 2009 Wells Fargo Financial Des Moines, IA COLLECTOR II 2003 - 2005 Wells Fargo Financial Vancouver, WA / Urbandale, IA COLLECTOR 2002 - 2003 Wells Fargo Financial Portland, OR / Vancouver, WA BUSINESS SYSTEM LIAISON 1999 - 2001 First National Bank of Omaha Omaha, NE CREDIT ANALYST II 1998 - 1999 First National Bank of Omaha Omaha, NE CREDIT ANALYST 1997 - 1998 First National Bank of Omaha Omaha, NE

PROFESSIONAL DEVELOPMENT _OPERATING SYSTEM KNOWLEDGE:_ Sales Support Engine a" Proprietary automated deal decisioning system utilized by Wells Fargo Financial. Search a" System utilized by Wells Fargo Financial to acquire data from the Credit Bureaus. Success a" System of record and application processing system for commercial accounts utilized by Wells Fargo. Supreme a" System of record and application processing system for consumer accounts utilized by Wells Fargo. System 2 - System of record and application processing system for consumer accounts utilized by Wells Fargo. Prospector a" Proprietary automated lead list processing system utilized by Wells Fargo Bank. PORT a" Prospector On-line Request Tool utilized to create Prospector Lead Lists. TBS a" System of record for consumer and commercial accounts utilized by First National Bank of Omaha. ACAPS a" Automated Credit Application Processing System utilized by Wells Fargo and First National Bank of Omaha. YOM a" You Owe Me collection system utilized by Wells Fargo. First Data Resources a" Third party processor for credit card processing. Credit Bureau Reporting a" Metro 2 format. Filenet a" System utilized in imaging documentation. Proficient with Microsoft applications: Word, Excel, Outlook, Access, Powerpoint SharePoint SHAW a" System of record for consumer accounts utilized by Wells Fargo. SNAG-IT _ADDITIONAL TRAINING:_ Super Worker to Supervisor, Modules 1, 2 and 4, 2007 Power Point (On-line course), 2007 Integrated Methodology - Test Script Writing, 2007 Integrated Methodology, 2006

Project Management Executive Overview, 2000 Lotus 1-2-3 for Word for Windows, 1992 Word for Windows, 1991 Managing Basic Accountabilities, 1989