Experience

NRL Mortgage

• United States
• Financial Services
• 200 - 300 Employee

• Encompass Support Specialist

  • Apr 2023 - Present



Bayview Asset Management, LLC

• United States
• Financial Services
• 700 & Above Employee

• Loan Origination System Support II

  • Jul 2021 - Jan 2023

  •Maintained all company user setups, personas, roles and groups per hierocracy •Liaison with third party vendors to create and maintain interfaces •Worked directly with the project management teams for systems-related projects and technical issues during the initiation and planning phases. •Managed service desk requests via service now and email resolving all tickets in a timely manner - escalating items to Ellie Mae tech support as needed •Maintained all broker and correspondent… Show more •Maintained all company user setups, personas, roles and groups per hierocracy •Liaison with third party vendors to create and maintain interfaces •Worked directly with the project management teams for systems-related projects and technical issues during the initiation and planning phases. •Managed service desk requests via service now and email resolving all tickets in a timely manner - escalating items to Ellie Mae tech support as needed •Maintained all broker and correspondent accounts within Encompass •Provided basic level training to new users regarding encompass •Made recommendations on system changes and optimizations via stand-up meetings •Root cause analyzation of level II-III issues (hard stops, soft stops, custom docs, esign, edisclosures, milestone stops, ext.) •Assisted with the company’s transition to a new version of Encompass/ NextGen •Received introduction and admin training from the Ellie Mae rep •Documented and created knowledge base articles and user guide. •Prioritized the impact of individual issues may have on the day to day production •Create and modify Busniess Rules/ Code •Gather and submit requirements for System Enhancement/ Defect projects •Perform monthly System testing for all 7 Encompass instances •Responsible for all Bulk updates within Encompass Show less



First Guaranty Mortgage Corporation®

• United States
• Financial Services
• 200 - 300 Employee

• System Analyst IT

  • Apr 2019 - Jul 2021

  Plano, Texas • Maintained all company user setups, personas, roles and groups per hierocracy • Maintained all 3rd party accounts related to Encompass (UCDP, EAD, FHAC, FNMA, Freddie, Mercury, Chums transfer) • Liaison with third party vendors to create and maintain interfaces • Worked directly with the project management teams for systems-related projects and technical issues during the initiation and planning phases. • Managed service desk requests via manage engine, email and phone resolving… Show more • Maintained all company user setups, personas, roles and groups per hierocracy • Maintained all 3rd party accounts related to Encompass (UCDP, EAD, FHAC, FNMA, Freddie, Mercury, Chums transfer) • Liaison with third party vendors to create and maintain interfaces • Worked directly with the project management teams for systems-related projects and technical issues during the initiation and planning phases. • Managed service desk requests via manage engine, email and phone resolving all tickets in a timely manner - escalating items to Ellie Mae tech support as needed • Maintained all broker and correspondent accounts within Encompass • Introduced to agile mythology • Provided basic level training to new users regarding encompass • Made recommendations on system changes and optimizations via stand-up meetings • Root cause analyzation of level II-III issues (hard stops, soft stops, custom docs, esign, edisclosures, milestone stops, ext.) • Assisted with the company’s transition to a new version of Encompass • Received introduction and admin training from the Ellie Mae rep • Averaged over 1,000 tickets closed monthly • Documented and created knowledge base articles and user guides. • Prioritized the impact of individual issues may have on the day to day production Show less



Citywide Home Loans

• United States
• Financial Services
• 200 - 300 Employee

• Encompass Specialist/ Jr. ADMIN

  • May 2018 - Sep 2018

  :Provided Level I and Level II support :Managed and made changes to users personas 3,000-4,000 users :Received and resolve tickets from end users regarding Encompass 360 system ( via Phone, Email and ticketing system Footprints) :Provided training to users on all Encompass and related 3 rd party software. :knowledge of FNMA and Freddie MAC guidelines and knowledge of VA and FHA is essential :Transitioned to new company custom Ellie Mae Encompass 360 :Assisted on custom… Show more :Provided Level I and Level II support :Managed and made changes to users personas 3,000-4,000 users :Received and resolve tickets from end users regarding Encompass 360 system ( via Phone, Email and ticketing system Footprints) :Provided training to users on all Encompass and related 3 rd party software. :knowledge of FNMA and Freddie MAC guidelines and knowledge of VA and FHA is essential :Transitioned to new company custom Ellie Mae Encompass 360 :Assisted on custom business rules ( milestone completion, field data entry, field triggers :Assisted users with report setup, custom views of pipeline :Assisted on custom business rules ( milestone completion, field data entry, field triggers Show less



Freedom Mortgage

• United States
• Financial Services
• 700 & Above Employee

• Encompass specialist

  • Nov 2016 - Dec 2017

  Remote • Corporate SME for Encompass • Monitor ticketing and email systems for support requests, troubleshoot/diagnose, resolve to completion with proper follow up or escalate when necessary. • Create internal and external support documentation • Properly update tickets with status, progress and detailed resolution steps and account for time allocated to each ticket • Troubleshooting problems and providing advice on the appropriate action • Monitor interfaces to integrated systems… Show more • Corporate SME for Encompass • Monitor ticketing and email systems for support requests, troubleshoot/diagnose, resolve to completion with proper follow up or escalate when necessary. • Create internal and external support documentation • Properly update tickets with status, progress and detailed resolution steps and account for time allocated to each ticket • Troubleshooting problems and providing advice on the appropriate action • Monitor interfaces to integrated systems ensuring that all systems are operating as designed. • Serve as an escalation point for Encompass related support issues from Business Analyst team, which provide second level support • Worked remotely with little to no oversight • Completed client calls regarding escalated issues Show less



Nationstar Mortgage

• Financial Services
• 700 & Above Employee

• Encompass Specialist II SME

  • Dec 2012 - Nov 2016

  Coppell, Texas *Performed maintenance and enhancements on applications (functional and related reports) with limited supervision (TMO, Network Servers, Solar Winds, FireScope, Encompass) *Assists the application support team in troubleshooting and resolving application system errors. Resolves tickets in a prompt manner without assistance.(Fannie Mae, Freddie Mac, Equifax, Credco, etc.) *Writes detailed business description of user needs, program functions, and steps required to develop or modify… Show more *Performed maintenance and enhancements on applications (functional and related reports) with limited supervision (TMO, Network Servers, Solar Winds, FireScope, Encompass) *Assists the application support team in troubleshooting and resolving application system errors. Resolves tickets in a prompt manner without assistance.(Fannie Mae, Freddie Mac, Equifax, Credco, etc.) *Writes detailed business description of user needs, program functions, and steps required to develop or modify systems *Works with Business Partners, Technical Analysts, and Developers to further define specifications, indicate areas of system impact, and continuously communicates project status and needs *Experience with TMO, Encompass, ValuTrust, DocMagic, Overture products (Mozart and Maestro), and/or LPS Empower. Retail/ Wholesale origination systems Show less



MetLife Home Loans

• United States
• Financial Services
• 700 & Above Employee

• Servicing - Mortgage Customer Relations

  • Feb 2012 - Sep 2012

  Irving, Tx *Handle routine customer service inquiries and enters information into the company database ^Calculates loan interest and payments, posts payments, prepares correspondence, receives loan applications and processes credit reports *May perform sales, collections and may approve small loans and finance applications *Records and establishes files and records for new loans *Releases liens, records titles, purchase sales contracts and prepare loan papers *Performs other related duties… Show more *Handle routine customer service inquiries and enters information into the company database ^Calculates loan interest and payments, posts payments, prepares correspondence, receives loan applications and processes credit reports *May perform sales, collections and may approve small loans and finance applications *Records and establishes files and records for new loans *Releases liens, records titles, purchase sales contracts and prepare loan papers *Performs other related duties as assigned or required

• Technical Support Specialists

  • May 2010 - Feb 2012

  Irving , Texas *Consistently exceeded daily production goals for inbound call volume of 400-600 per day, Average Speed of Answer (ASA) was reduced from 6 minutes to 3 minutes and call abandon rate was maintained well below the department goal of 9% to 4.67% *Responsible for Quality Control of all calls and creating and presenting reports to management *Responsible for Training and Development of new Employees *Working knowledge on all recent regulatory and reform acts – Real Estate… Show more *Consistently exceeded daily production goals for inbound call volume of 400-600 per day, Average Speed of Answer (ASA) was reduced from 6 minutes to 3 minutes and call abandon rate was maintained well below the department goal of 9% to 4.67% *Responsible for Quality Control of all calls and creating and presenting reports to management *Responsible for Training and Development of new Employees *Working knowledge on all recent regulatory and reform acts – Real Estate Settlement Procedures Act (RESPA), Home Valuation Code of Conduct (HVCC) , Mortgage Disclosure Improvement Act (MDIA) *Support all Operations and Wholesale clients with Product, Policy and Regulation questions. Many are very complex in nature *Resolve technical system issues for the Loan Originators, Processors, Underwriters, Closers, Funders, Operations & Branch Managers *Systems that I regularly support are Loan Origination software systems for both Retail and Wholesale, AS400 – The Mortgage Originator (TMO), Collateral Management System (CMS)



Tyco / Covidien Healthcare

• Quality Production Operator

  • Jan 2004 - Jul 2009

  Commerce , Texas *Quality Control & Safety Inspector *Lead/ assistant supervisor 1 year *Head trainer of crew *Responsible for new employees *Making sure they learn process, procedures, and standard work *Signing off and filing documentation verifying their training