Charles Pierce

Orange, California adlh1a@r.postjobfree.com 714-***-****

https://www.linkedin.com/in/charles-pierce-b3b79848/ SUMMARY OF QUALIFICATIONS

Highly skilled, self-motivated individual with a passion for problem-solving. Familiar with the Mortgage Loan Process and protocols for processing, Underwriting and Closing. Experience in technical support with recognized strengths in customer service, problem-solving, tool development and troubleshooting. Enjoys solving business problems while considering long term ramifications.

• Project Management

• Design/Configuration

• Customer Service/User Support

• Technology Research

• Leadership/Team building

• Disaster Recovery

• Vendor Relationships

• Requirements Gathering

• Quality Assurance

• Platform Migrations

• IT/Business Plans/ BRD

• Resolution Tracking

• Application Documentation

TECHNICAL SUMMARY

Operating Systems: Windows, UNIX

Tools/Technologies: SQL, C++, REACT, C#, ASP.NET, JIRA, REST & JSON API, CSS, Unix Scripting, HTML, PHP, UI, Bit Bucket, Java Script, Salesforce, Jenkins, Confluence, MS Office Database: MS Access, SQL Server, MySQL, Mongo

PROFESSIONAL EXPERIENCE

Ten-x.com and Auction.com, Irvine, CA 2013 - 2020

Lead Application Support Engineer

Nations leading online real estate, buy and sell residential and commercial property. Responsible for maintaining and monitoring the in-house company applications. Along with being the in-between for communication for engineering and the business. Managed a scrum team of engineers and program managers who were charged with improvements to the platform. Notable Projects

• In charge of the Development and maintenance of the Commercial Tool Portal.

• Worked as an Interim between the business and engineering to communicate the needs of the Company.

• Wrote Business Requirements Documents

• Application Requirements Gathering

• Created Mockups/ Wire Frames of products

• Application Support Knowledgebase creation and management.

• Use of SQL to query, maintain and update the company database.

• Quickly and effectively solve customer technical issues

• Training of new employees

• Use of APIs and JSON to update data within the Systems and alleviate user issues.

• Provided live support for Commercial and Residential Auctions.

• Support of in-house programs, such as MLH and ADC and legacy products.

• Use of RegEx to create a system that allowed for the creation of multiple test emails using a single account.

• Use of SQL to create Stored Procedures that send hourly emails about issues in the system.

• In charge of supporting the Sage Intacct financial systems.

• Attend and lead daily Scrum meetings regarding product bugs and improvements.

• Provided Admin Support for Jira

• Worked in the Salesforce Platform providing Tier 1 Support

• Participated in several Hack Day initiatives - Came in second place and the project was released to production. Charles Pierce

Orange, California adlh1a@r.postjobfree.com 714-***-**** https://www.linkedin.com/in/charles-pierce-b3b79848/ Discover Home Loans, Irvine, CA

Application Support Analyst 2009-2013

Responsible for maintaining and monitoring the in-house company applications. Along with being the in-between for communication for engineering and the business. Duties also included work as a Document Specialist updating all forms through code for company acquisition.

Notable Projects

• In charge of updating and maintaining company documentation using Power Merge and SQL Stored Procedures.

• Use of SQL to query, maintain and update the company database.

• Quickly and effectively solve customer technical issues.

• Training of new employees in scripting languages.

• Support of in-house programs that utilize C#, VB, Asp.net, and WPF.

• Creation of user accounts in the Genesys Dialer program.

• Technical support given in Genesys Dialer program.

• Use of SQL to create Stored Procedures that use Joins.

• Use of Unix Bat files to automate in house processes.

• Support of Companies DocuSign MyStatus website.

Education

Santiago Canyon College, Orange, CA 2004-2005

Udemy Online Training 2020 - Present

• Salesforce Platform

Synopsis of Achievements

Discover Home Loans

• Increased productivity by working with developers to create a system that would automatically pull information for credit inquiries and print it to a loan document.

• Lead the Legal Document conversion process for the transition from Lending Tree to Discover Home Loans.

• Worked with the business to Update Disclosure with the correct Financial information for a Mortgage

• Creation of a training guide that encompasses how to use the in-house systems, and SQL for Discover Home loans.

Ten-X

• Worked in a BSA capacity with the creation of several monitoring tools allowing the company to initiate proper procedures before system failure.

• Initiated and lead a cleanup project of the company data center that removed over 3.5 million unneeded files saving on monthly storage costs and prevented issues.

• Worked with Dev Ops to create a CDN purge tool, significantly improving the efficiency of our image process and saved hours of engineering development time.

• Created the Commercial Tool Portal; a suite of tools that helped to de-escalate legal issues by taking Snap Shots of the website and providing all forms of correspondence between the company and the client.

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