Technical Support Data Entry

Mark Mihalek

Phone: 602-***-**** Email: ********@*****.***

PROFILE

Hardworking, detail-oriented leader with 7+ years of progressive experience in underwriting, operations, and team leadership. Proven track record in scaling departments, building high-performing teams, and optimizing processes for efficiency and growth. Thrives in fast-paced, cross-functional environments and is passionate about driving team development and organizational success.

Key Experiences

Underwriting & Risk Analysis

Process Documentation & Optimization

Team Leadership & Development

CRM & Systems Integration

Fiserv Platforms (AccessOne, FDPOS, MSC, Clientline, Clover, SCW)

Reporting & Data Analysis

Cross-Functional Collaboration

Technical Support (NetSuite, Jira, Confluence)

PROFESSIONAL EXPERIENCE

Micamp Scottsdale, AZ

Senior Underwriting Manager (2022 – 2024)

Led day-to-day operations for underwriting/onboarding, managing a team of 9 (4 underwriters, 5 data entry specialists).

Scaled application processing volume from 150 to 1,000 per month by improving workflows and team efficiency.

Created comprehensive onboarding manual and process documentation, streamlining training and consistency.

Reviewed underwriting decisions to ensure accuracy and compliance with risk standards.

Served as key liaison for sales agents, assisting with application submissions and inquiries.

Compiled and analyzed sales reports to track approvals, submissions, and pending accounts.

Underwriter (2019 – 2022)

Assessed merchant applications by reviewing financial history, credit, and compliance documentation.

Recommended approvals/denials based on risk assessment.

Liaised with sales teams and applicants to collect additional documents as needed.

Data Entry Specialist (2017 – 2019)

Entered and maintained data in CRM and Fiserv systems for underwriting review.

Supported equipment ordering and inventory for the deployment team.

Helped optimize the application submission process in collaboration with internal and external sales reps.

Genelco Inc. Phoenix, AZ

Technical Reports Creator / Research Analyst

(2016 – 2017; 2011 – 2014)

Partnered with the Director of Technical Ops to compile detailed technical reports for data center projects.

Analyzed schematics, construction drawings, and equipment specifications for documentation.

Supported field agents with documentation and worked directly with vendors for report materials.

Ensured high accuracy and completeness in all documentation to support hardware installation and compliance.

360 Cloud Solution Scottsdale, AZ

Technical Support/Customer Service/Onboarding

(2014 - 2016)

Supported end-user requests for new saved searches, reports, KPI’s, advanced HTML/PDF templates, and dashboards.

Provided front line customer support and troubleshooting with regards to all aspects of NetSuite and data integrity.

Provided internal, on-going system/technical support to users, including training and maintaining proper system access for all roles.

Created, tested, and deployed customizations, custom objects, and new functionality based on business needs.

Worked directly with NetSuite support to drive and coordinate larger and more complete NetSuite projects depending on customer requirements.

Maintained up-to-date knowledge of NetSuite functionality, customization, and integration.

Worked with Jira and Confluence (Atlassian products) to manage customer issues/projects.

Special Projects & Achievements

Built and scaled the underwriting/onboarding team to support 6x application volume growth.

Developed end-to-end onboarding documentation and user manual.

Led training for new hires, improving ramp-up time and accuracy.

Recognized for maintaining high accuracy and service quality across merchant operations.

EDUCATION

2012 Paradise Valley Community College – Phoenix, AZ

Associates Degree in Business Management and Computer Information Systems

Business Administration/Management/CIS

Coursework: Web design and computer courses, business principles, marketing, business management, economics, accounting, computer information systems

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