Technical Support Management

CALVIN NGUYEN

**** ******* *****, ***** *******, Texas 75052

Phone: 817-***-****

Email: ****************@*****.***

PROFESSIONAL SUMMARY

•Project Management- Primarily focused around developments to the Enterprise Content Management Systems projects. Dealing with all portfolios within the mortgage industry from Originations, Servicing, Default and Reverse Mortgage.

•Quality Assurance Analyst -Responsible for assisting the Quality Assurance functions in daily operations. Assist in collection of data, reporting, monitoring and auditing to ensure compliance and drive other Quality related metrics.

•Change Management-Has the overall responsibility for ensuring the suitability of the Change Management process to the organization. The process, tools and techniques to manage the people-side of change processes, to achieve the required outcomes, and to realize the change effectively within individuals, teams, and the wider systems.

•Technical Support-Supported network and software upgrades Troubleshooting server hardware/connectivity. Performed server backups, Well-versed in tier-leveled IT support structure. Setup any additional required components to meet the project plan defined by the stakeholders/businesses

•Operation Analyst-To provide movement of packages, documents, dangerous goods and/or supply support in a timely, safe and efficient manner through effective scan/load methods. Using phasar/cosmos trackers scans and sorts packages according to service type and destination, in compliance with established procedures.

•Business Administration- includes the performance or management of business operations and decision making as well as the efficient organization of people and other resources to direct activities toward common goals and objectives.

•Support Analyst- provided front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. Also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA.

•System Administrator -Network installation and performing de-commissioning of hardware and software. Configured and managed server’s activities, security, monitoring health, heap size, and memory. Insure daily backup and preventive maintenance procedures

•Business Analyst- Analyzes through modeling, develop, and operations research techniques major strategic capital. Operating expenditures and procedures and interprets the magnitude, consequences, trends, etc. Designs and implements major new modeling methods which have a significant impact on the company’s strategic objectives. Conduct project Inceptions, Scrum standups and Agile ceremonies

WORK EXPERIENCES

Analyst I /Change Management (4-14-Present)

Nationstar Mortgage- Lewisville, Texas

•Sponsor the process by ensuring the Change Manager has adequate resources to design the Change Management process conforming to best practices and meeting the needs of the organization.

•Resolve disputes over the allocation of responsibilities and to sponsor the communication campaign to promote awareness and acceptance of the Change Management process.

•Monitor and review the execution of the process at a high-level, ensure it remains consistent with the organization’s current culture and IT strategy and ensure coordination with all other and IT Infrastructure Management processes.

•Must understand and manage integrations between the processes

•Manage the progress and update of project tasks and action items assigned to the Business or stakeholders

•SharePoint generating and update the standard for layout, archiving, and user access for the sites

•Successful implementation of projects and process improvements according to established timelines and strategic direction of the company.

•Responsible for education of the Change Management process

•Manages and coordinates all activities necessary to control, track and audit Changes in the environment.

•Gathers Change Related information

•Creates Change Request

•Assess, evaluate and set Risk for the Change

•Create Change implementation plan

•Propose Change schedule

•Identify resources to implement the change and in some cases implements the change themselves

•Communicate Change status and results

•Attend CAB/XCAB meetings when necessary

•Provide input to the Change Manager for the ongoing maintenance and improvement of the Change Management process

Business System Analyst III/PM (4-14-Present)

Nationstar Mortgage-Coppell/Lewisville, Texas

•Provide IT product and/or process subject matter expertise necessary to support, design, development and execution of IT Solutions (e.g. service management, service delivery, IT architecture, Implementation Coordination, Release Coordination)

•Apply IT knowledge and skills to propose action, designs, provide technical coordination, or conduct implementation activities to drive IT solutions

•Create, analyze, coordinate and document IT projects, products and processes and provides resolution recommendations

•Conduct research, gather and interpret requirement, conduct analysis and/or develop commendations and artifacts related to IT processes and/or products

•Coordinate communication for service and small to medium size projects, and manages change adoption needs and communications

•Create/update reports, and propose action or solution options and/or implementation plans to assist leadership in decision-making and drive the work to conclusion

•Act as a liaison/coordinator within the Systems Department, other Departments for small enhancement and projects.

•Combined sprint data from JIRA and Team Foundation Server to 9 different scrum teams

•Maintaining production issues, release trending, change control tracking delivering system

•Delivered and update project for audit reports monthly and involve in weekly meetings with the first line of defense audit teams

•Regularly streamline processes and workflows to help business leaders consistently meet and exceed company goals

•Daptiv administrator within the team responsible for all project delivery and time management for users

•Maintain and views for weekly summaries, timesheet breakdowns and approval

•Participate in the IT Governance activities and SDLC projects

•Have the ability to run existing queries/reports or create ad hoc queries/reports using various report writing tools.

•Conducted walkthroughs and inspection meetings with the stakeholders and other management teams in the finalization of the user story and user requirement documentation.

•Managed all change requests including functional and technical, resulting in on-time delivery of priority requests.

•Maintained work plans and budgets, ensuring that costs met expectations.

•Led weekly staff meetings and prepared status reports, ensuring stakeholders were managed properly.

Business Analyst/Support Analyst (04/14 – Present)

Nationstar Mortgage-Coppell, Texas

•Ingesting acquisition loans from different banks for business usage

•Developed instructional guidelines for the onshore and offshore Teams

•Point of contact for reports generation to 6 LOB’s in Mortgage Banking

•Convert, translate, and map data received in multiple formats into applicable systems.

•Assist Management with day to day processes such as assigning tickets request out to different representatives.

•Serve as a business expert for a particular business unit or units to perform logic checks on data.

•UAT and testing in developing and executing test strategies and plans. Provides support and input into implementation planning and product rollout requirements.

•Serve as a liaison between IT and the business units to smooth communication.

•Provide alternative solutions when required by utilizing research, analysis, and problem solving tools and techniques.

•Direct liaison for outsourcing company (TCS Consultancy in India) and on-shore managers

•Process and distribute daily reports for all team members within the dept.

•Analyze, research, and administer the tracking of final documents and work closely with staff, custodian, and vendors to facilitate lien release

•Assist in absolving problem files and documentation associated with these files

•Building ad-hoc summaries for deck presentations in retail, correspondent, servicing, default, mortgage express, and enterprise management

•Operationally, manage the day-to-day production support contracts to ensure operation conditions are performed and meet

•Alerts clients/businesses and team members when a major problem is suspected. And keeps them informed during outages planned or unplanned.

•Insure daily backups have completed successfully

•Coordinates with support team on developing process improvements and preventive maintenance procedures to ensure continuity of systems availability.

•24/7 Monitoring Applications availability, performance, alerts and outages (First line of defense)

•Monitor Tickets, Analyze tickets and provide resolution as per the service level agreements (SLA). Tracks status of client inquiries coordinates appropriate response and follows up to ensure client satisfaction

•Technical documentation and System Appreciation Documents for the In Scope applications, user documentations, help files etc.

•Provide exceptional customer service in person, via phone and email as appropriate

•Resolve help desk issues including troubleshooting hardware and software issues

•Perform user administration duties

Quality Assurance Analyst (07/12 – 04/14)

FedEx DFW, TX

•Support the collection of data and analyze for regulatory reporting, coordinate and develop reports, and assessment tools to verify compliance.

•Ensure quality metrics are adequately captured, analyzed the communicated to management for improvement activities.

•Assist in the investigation and resolve product specification related problems.

•Support other quality and compliance related activities as needed.

•Participate in internal audits by file and archive quality records.

•Monitor the internal audit process to ensure compliance with the schedule, including verification of any follow-up audits, commitments, or corrective actions.

•Provide support in anticipation of and during audits, including gathering documents and quality records.

•Assist the Quality Assurance Manager with tracking and trending of KPI’s quality metrics, etc. to determine if corrective actions need to be implemented.

•Assists in maintaining processes that support the QA function of consistency.

•Ensures a high standard of performance and conformance to Quality Management systems.

•Supports QA department activities on a daily basis.

•Troubleshooting daily dashboards, traceability, and special requests

•Developed a web process for script reviews, downstream scenario signoff, tester scorecards, daily time tracking, and compliance testing

•Assisted in the transition employees with roles analysis and testing application compatibility

•Identify and understand the operational processes that will be impacted by a regulation, in order to ensure the necessary changes are incorporated

•Educate and train new existing team members of our analytical output/techniques on how they can use data to make better decisions

Trinity River Authority of Texas (10/11-6/2013)

Service Engineer Dallas, TX

•Safely maintaining and troubleshooting TRA equipment on and off the field

•Providing exceptional services to cities in the DFW metroplex area

•Working with Enterprise to address end-user and network escalations

•Responding to emergency outages and alerts to make adjustments promptly

•Monitoring, investigating, installation and retiring equipment and out dated systems

•Collaborating with local network partners and cities to address escalated issues/situations

•Maintaining own schedule for onsite customer appointments within 24-48 hour

•Tracking and updating equipment with GPS trackers and GSI system

•Apply safety and Enterprise policies to team and end-user when on and off site

•Generating reports,documentation and administrative duties required daily for record keeping

Owner (11/2005-12/2012)

Pats Cajun Seafood Arlington, Texas

•Manage personnel, perform inventory, training, update and renew licenses, finance and accounting, scheduling, administration, marketing and decision making, hire and fire, maintain with city codes

Owner/Partner (2/2003-8/2005)

Figaros Pizza Houston, Texas Area

•Duty includes the performance or management of business operations and decision making as well as the efficient organization of people and other resources to direct activities toward common goals and objectives.

•Analyzes through modeling and operations research techniques major strategic capital and operating expenditures and procedures and interprets the magnitude, consequences, trends, marketing etc.

•Designs and implements major new modeling methods which have a significant impact on the company’s strategic objectives.

Realty Executives (10/2002-2/2003)

Mortgage Loan Officer South Lake, TX

•Transactions of selling and buying for real estates and mortgages.

•Assisting with refinance and marketing, credit repair

•Serve as a liaison between clients and the banks

System Administrator (3/2000-9/2002)

MCI Worldcom Richardson, TX

•Building of new infrastructures, upgrading existing environments and ongoing support of current systems.

•Responsible for effective provisioning, installation/configuration, operation, and maintenance of WorldCom systems hardware and software and related infrastructure.

•Network installation and de-commissioning functions of hardware and software wideband, broadband, narrowband, timing, telemetry, and others for various companies including AT&T, Verizon, T-Mobile, MCI WorldCom, Southwestern Bell, Cisco, SW Airline.

•Coordination of running patches, installation, and diagnostic testing. (Racking servers, running copper and fiber cabling)

•Participated with on and off site technical support, problem solving, developing, and enabling continual stability within the client’s infrastructure.

•Work closely on projects in the initiation and deployment phases.

•Backup and download systems daily and commute to different locations throughout Texas when project required upgrade or decommission

Assistant Network Administrator (6/1998 – 2/2000)

UTA Arlington, TX

•Responsible for effective provisioning, installation/configuration, operation, and maintenance of UTA systems hardware and software and related infrastructure.

•Participates in onsite technical support, problem solving and development to enable continuing stability within the customer's infrastructure.

•Work closely on projects in the initiation and deployment phases. These activities include the building of new infrastructures, upgrading existing environments and ongoing support of current systems.

•Backup and download systems daily

EDUCATION, LICENSES AND CERTIFICATIONS

University of Texas at Arlington

•B.S., Management Information Systems

Leonard-Hawes Real Estate School

•Mortgage Loan Certification

•Real Estate Certification

Texas Commission on Environmental Quality

Lexam Technology-CompTIA

•A+ Certification

TECHNICAL SKILLS

MS Office & Exchange, IBM FileNet P8 5.x, IBM Datacap, Content Engine, Application Engine, Process Engine, Kofax, SQL servers & Relational Databases, UNIX, Windows, Citrix, Visual Basic, Visual Basic .NET, SAP, ORACLE, JAVA, COBOL, Sharepoint, MS CRM Dynamics 365, MS PSA, JIRA databases, HTML, SSRS, SDLC, Agile/Scrum Waterfall, Networking, Scada System, Telemetry, Telog Enterprise, Snag it

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