Support Analyst It

ANTHONY C. MERLO

*****.****@*****.***

EXPERIENCE

*/****-*******

Accenture /Mortgage Cadence Division

Senior Applications Support Analyst

Responsible for troubleshooting mortgage software issues in client Production and test environments

Utilize SQL querying for troubleshooting issues

Writing up defects for remediation of code by Development group

Maintaining timely follow up on open Support tickets

6/2019-8/2021

Defi Solutions

Tier 2 Client Support Analyst

Responsible for troubleshooting software issues in Loan and Lease Origination software as well as Servicing environments

Documented release notes for software releases sent to clients containing steps for implementing software fixes

Analyzed suggestions from users to facilitate functional improvements

Submitted enhancement request data from clients for internal review

Responsible for writing up software defects and submitting to Development for code remediation and release of subsequent fixes

Experienced in Cloud environment as well utilizing Microsoft Azure for LOS loan and lease origination and Client Servicing

Client advocate for The Bank of Nova Scotia, Fuel Capital, and Woodward Capital -responsible for monitoring and resolution of all open issues and biweekly calls with client for status updates

Processing of all Lexis Nexis requests for verification of demographic information on auto applications for vendor auditing

02/2009-6/2019

FISERV CREDIT UNION SOLUTIONS

Lending Support Analyst

Provided first point of client contact through phone or web support

Tested product enhancements and changes in software programs

Recreated issues in test environments and submitted for code remediation

Created Knowledge Base articles for solving common support issues

HDI CERTIFICATION OBTAINED –August 2010

EDUCATION

LEHIGH CARBON COMMUNITY COLLEGE, Schnecksville, PA

CONCENTRATION: Business Administration

Contact this candidate