career objective                                           

results-driven tech ops technician/application specialist eager to contribute superior analytical, problem-solving, customer service, and leadership skills toward supporting the employer in optimizing operational performance

profile                                                

ø  offer 10 years of application support experience, including release and incident management, knowledge management, and help desk operations and escalated support, with expertise in mortgage software systems

ø  effectively anticipate and respond to changing business needs; facilitate a client-focused, service-oriented environment vital to maximizing customer satisfaction

ø  drive enterprise-wide software testing, deployment, administration, upgrade, troubleshooting, analysis, and documentation efforts; recommend changes to design, architecture, and maintenance

ø  train and lead top-performing support teams as well as internal users and vendors; experience with classroom and web-based instruction

ø  superior communication, presentation, and relationship management skills

 

~ key achievements ~

• successfully managed help-desk personnel and operations in support of over 55,000 users and more than 300 software applications
• enforced terms of service level agreements and coordinated operations for seattle, vernon hills, and india
• in recognition of exceptional performance, selected to serve as subject matter expert for numerous software applications; authored articles for primus knowledge base, jpmc tech help, casepoint, and knowlix
• conducted extensive readiness preparations, actively participated in development meetings and created post-release software solutions, assisted with software upgrades and enhancements

 

~ technical proficiencies ~

adobe photoshop ~ crystal reports ~ dashboard ~ dorado ~ fidelity / lps portal ~ microsoft office (word, excel, powerpoint, access, outlook) ~            optis ~ peregrine ~ pointsec ~ primus ~ remedy ~ sharepoint technologies ~ scol ~ simple loan manager ~ slim ~ windows xp and vista operating systems ~ acd and avaya phone systems

professional experience                            

tech ops technician / tier 2 application support specialist, wamu, seattle, wa                                1999 c 2009

• applied depth of knowledge of residential mortgage lending and loan servicing applications towards providing level 2 help desk support and technical training to a high volume of internal and external users
• played an integral role in all aspects of software release readiness activities, including system integration testing, user acceptance testing, pilot training programs, and on-site support during initial rollout; investigated potential issues to facilitate smooth implementation
• expertly provided preventive maintenance, performed troubleshooting, and resolved complex problems; encouraged use of self-help and automated support services where applicable
• delivered efficient, accurate technical issue resolution during installations, setups, changes, errors, and downtime procedures; documented all problems and escalated tickets in line with relevant published slas
• minimized call volume by providing outage communications during periods of system latency
• monitored call trends to identify and analyze areas for improvement in new and established applications; generated weekly reports and articles
• liaised between call center and support organizations (network operations, application development, business owners, technical architecture and external vendors) to maintain knowledge flow, improve first call resolution, deliver recommendations for changes, and achieve timely workarounds and resolutions
• steered application decommission projects and oversaw the retirement of associated support queues and archival of knowledgebase entries

 

~ prior background ~

data entry supervisor / abstractor / microfilm clerk, chicago title insurance co.                                  1993 c 1999

data entry / microfilm clerk / mapper, mid-south title co.                                                                    1988 c 1993

education                                                          

studies toward insert degree, itt tech, everett, wa                                                     anticipated graduation insert year

certified administrative specialist, rice college, memphis, tn                                                             1986