Experience

VRM Mortgage Services

• United States
• Real Estate
• 1 - 100 Employee

• Senior Application Specialist

  • Mar 2013 - Present



Credit Solutions

• United States
• Financial Services
• 1 - 100 Employee

• Desktop Supervisor

  • Jun 2008 - May 2012

  * Managed a team of 11 Desktop Support Engineers that assisted ~1000 employees * Interviewed prospective candidates for desktop support positions, gave performance reviews, recommended terminations. * Implemented the IT balanced scorecard * Adopted practices from the ‘One Minute Manager‘ * Assisted the Desktop team with tech related issues * Managed a team of 11 Desktop Support Engineers that assisted ~1000 employees * Interviewed prospective candidates for desktop support positions, gave performance reviews, recommended terminations. * Implemented the IT balanced scorecard * Adopted practices from the ‘One Minute Manager‘ * Assisted the Desktop team with tech related issues



Savemore.com

• Online Audio and Video Media
• 1 - 100 Employee

• QA Specialist & System Admin

  • Nov 2010 - 2012

  System Admin * Created, modified and deleted user accounts within AD and Microsoft Exchange Manager * Created and maintained Cisco Unity Voicemail accounts * Managed Cisco Call Manager to setup VoIP phones * Modified SQL data before, during, and after the featured item was offered on web site * Imaged and Deployed desktop workstations using Acronis’ True Image backup software * Managed the building’s badge security system QA Specialist * Tested Daily Deal web page application and reported issues to developers * Applied both standard and outside the box testing techniques * Isolated issues within SQL 2008 and reported findings to the development team * Utilized Beyond Compare to import development SQL data into the production database * Provided recommendations to improve user experience on the website



Lending Group

• Banking
• 1 - 100 Employee

• Software Analyst & Desktop Support

  • Mar 2008 - Jun 2008

  Software Analyst * Analyzed commercial mortgage software to provide purchase recommendations Desktop Support * Member of a team that maintained 100 desktop computers * Tested and deployed new software and hardware on companywide computers * Resolved inbound helpdesk calls * Worked desk side troubleshooting and resolving employee issues Software Analyst * Analyzed commercial mortgage software to provide purchase recommendations Desktop Support * Member of a team that maintained 100 desktop computers * Tested and deployed new software and hardware on companywide computers * Resolved inbound helpdesk calls * Worked desk side troubleshooting and resolving employee issues



MRG Document Technologies

• Dallas/Fort Worth Area

• Client Connectivity Support

  • Dec 2005 - Aug 2007

  * Ensured client connectivity to database servers and maintained data package flow through-out loan process. - Verified FTP access - Followed XML packages throughout loan process - If XML failed used XMLSpy and ran against XLT files to find and resolve issue. * Provided support to customers as a Tier 2 representative to resolve more complex issues. - LOS integration issues - General Internet Issues - Paradox permissions - Proprietary HP Reflection programs * Developed, wrote and delivered training on new technologies, resources and implementations in a timely manner to support company goals and objectives. - Users Guide for Lotus Notes & Lotus Calendar - Users Guide for NetSuite - Weekly How to supplements on NetSuite * Beta Tested new versions of the Miracle Online Software program. * Provided Desktop PC support to the customer Service Teams. * Admin support of NetSuite CRM * Utilized HP Reflections/ NetSuite/ WarFTP/ Lotus Notes/ XMLSpy/ MoveIt on a daily basis.



Microsoft

• United States
• Software Development
• 700 & Above Employee

• Beta Tester Trainer Product Support Specialist

  • Dec 1992 - Feb 2005

  Beta Tester * Gathered customer issues, attempted to reproduce them in laboratory environments and reported findings in a weekly summary to developers, product leads, program managers and the Senior Vice President of Operating Systems Division at Microsoft. * Suggested enhancements to product based on professional experience and customer feedback. * Tested newly released code to ensure stability and maintainability. Trainer * Trained classes of 20 engineers at a 3rd party partner site to deliver Windows 98 support * Provided practical experiences, based on my own in-depth knowledge to the trainees to supplement and enhance course material. Product Support Specialist Premier Level Support * Supported professional & premier level support customers in a single tier call center, where the only escalation path was to the developers due to a code defect. Focusing on general setup, NT backup, storage related issues including fault tolerant implementations, basic network connectivity, low end blue screen troubleshooting and gathering problem information. * Frequently involved in corporate customer critical situations requiring a high level of skill and perseverance to resolve issues in a timely manner. Maintained above 75% Very Satisfied and a 90% Satisfied customer survey ratings. * Resolved over 75% of customer issues on their first call, coordinating with other focus area groups and individuals as necessary to address customer needs. * Consistently led my 16-member team in closing more customer cases.