Help Desk Technical Support

alex haley

●Providing Tier II computer support, skilled in systems troubleshooting, installations, and maintenance. Possess in-depth knowledge of numerous software packages and operating systems. Performs top customer-service and help desk skills while possessing the ability to learn quickly and capable to entering any professional or technical environment to complete all assigned tasks

●Experienced Mortgage Loan Document Specialist, Notary Signings Agent, Technical Support Analyst, Inside and Outside Sales, Warehouse Shipping and Receiving, Loss Mitigation Specialist, Litigation Assistant Paralegal.

●SKILLS

●Strong proficiency in MS Word, Excel, EPIC, LPS, MSP, SharePoint, Loan sphere, FHA-Connect, AUS, extremely detail oriented, Pipeline prioritizing, proficient in multitasking, excellent written and verbal communication skills, NNA Certified Notary. Certification for CompTIA Network and Security Certificates. FSCJ.

● Current

●PAX Technologies • Service Desk Technician Tier2

●Provides resolution for escalated service tickets.

●Works with clients to evaluate and solve technical problems.

●Evaluates user needs to analyze, recommend, and implement changes.

●Configures and supports BroadPOS & PaxStore changes within their scope of support.

●Develop and maintain knowledge of all systems, applications, and security.

●Monitor and respond to emails and the site chat.

●Answer calls on RMA issues by troubleshooting the devices and escalating tickets to the technicians for repairs.

●Recommends upgrades, repairs, new applications, and equipment testing with management approval.

●11/2020 – 10/2021

●Loan Processor, New REZ

●Collect and prepare all necessary documentation for the loan package.

●Research applicant credit status and current financial position.

●Prepare and maintain all paperwork for existing and new loans, including loan Closing Disclosures.

●Create repayment plans.

●Complete loan contracts and ensure clients are kept informed of the rules and requirements.

●Work with clients to establish their needs and recommend suitable types of loans.

●Submit files to the designated Underwriter.

●Conduct interviews to assess client eligibility for loans or mortgages.

●Ensure you comply with the established regulations and Law requirements.

●Follow-up with clients to verify important information.

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Quality Assurance Specialist, Freedom Mortgage corp. - (Contemporary Staffing)

05/2020-11/2020

●Perform quality control review of Residential loans to measure and improve the accuracy and effectiveness of processes

●Review and analyzes cause of errors and citing appropriate defects that do not align with internal policies, investor guidelines, compliance or applicable regulations.

●Participates in review of policies and procedures to provide the department with information for continuous quality improvement.

●Maintain records and conduct correspondence related to the work

05/2019-05/2020 (TEMPORARY CONTRACT)

QUALITY ASSURANCE Specialist, Ditech – (Insight Global)

●Perform quality control review of account’s general ledger amounts to be disbursed to the customers. Adjusting GL accounts as necessary.

●Verifying and updating customer’s name and address information in the system

●Disbursed reimbursement to customers

LOSS MITIGATION/LITIGATION SPECIALIST, JP Morgan Chase Bank 01/2007 – 11/2018

●Maintained pipeline of 100 customer’s accounts

●Review of Breach and SCRA letters was received and in compliance

●Review of complaints from Customers and their Attorney

●Identifying the root cause of the complaint and gathering all system information

●Act as the Liaison between the Bank and the internal/external Attorneys and Customer

●Authorized and executed any necessary Settlement Agreements

●Verified all Sworn Documents was in Bank compliance before releasing to the Proper Court

● Verified the processing team submitted all claims to FHLMC and FNMA on REO properties in a timely manner and verified the SOR was updated accordingly.

●Contact customer of properties in default and in the process of going into foreclosure. Evaluate the Customer’s financial hardship to determine the best possible option for the Customer to retain ownership of the property.

●Ordered Broker Price Opinion (BPO) and pulled credit reports

●Contacted Foreclosure Attorneys to advise of Customer filing Bankruptcy and suspend foreclosure proceedings. Assure bank SOR is updated accordingly.

● Property Preservation Specialist, JP Morgan Chase Bank, (continued)

Placed orders with approved vendors to secure and/or winterized bank owned properties in compliance with City Codes

●Assure REO property has no city code violations

●Education

●Associate degree -Computer Science - VTI TECHNICAL COLLEGE, Arlington, Texas

●Comp TIA Security + Certification Training: Completed, Comp TIA Network + Certification Training: Completed

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