Senior IT Data Integration & Email Solutions Leader
Resume:
Charles G Chapin III
**** ***** **. *********, ** 46064
******.********@*****.***
Professional Summary
Experienced IT and data integration professional with over 12 years of expertise supporting clients, mentoring teams and managing complex integration processes. Known for strong communication skills, attention to detail, hands-on training and a focus on best practices to ensure client satisfaction and service excellence.
Professional experience
Orion Advisor Solutions, Inc.
Sr. Email Data Integration Specialist (June 2022 – May 2025)
Catered to the financial industry providing “white glove” service to RIA’s and Broker Dealer relationships
Processed back end setups of Email Archiving and Email Hosting services
Provided top-level support, resolving complex issues to ensure high-quality service delivery
Mentored and trained new team members through job shadowing, real-time coaching, and instructional support
Identified knowledge gaps and recommended training and documentation improvements for staff
Maintained broker-dealer relationships for specialized email configurations
Delivered customer support via phone, email, and chat with a professional and responsive approach
Conducted training for external clients on Orion email systems and best practices
Helped customers and internal staff monitor cyber security, including phishing, password security best practices & social engineering threats
Led in-person training for client office visits and industry conferences
Analyzed client requests, identified solutions, and ensured resolution via appropriate departments
Advised advisors on best practices, company policies and solutions for unique business scenarios
Supported client business growth by highlighting additional product features and opportunities
Redtail Technology
Email Specialist (April 2015 – June 2022)
Evaluated email requests for technical support, translating layman’s terms into technical information and vice-versa
Processed tasks related to troubleshooting Exchange, IMAP & POP3 email accounts
Primary liaison, entrusted with fostering Redtail’s highly valued broker dealer partnerships and developing rapport with our direct contacts
Provided technical email support to all internal employees and customers
Coordinated and processed tasks related to the setup and removal of email hosting & archiving, encryption, email backups & imports
Authorized and advised billing dept. for appropriate customer compensation when necessary
Customer Experience Specialist (April 2013 – April 2015)
Fast-paced, customer service position assisting in providing technical support for Redtail CRM, email services and all related integrations
Provide prompt support through phone instruction & remote viewing in a thorough, detailed, friendly and patient manner
Troubleshot issues and processed tasks related to CRM databases, document storage, syncing software, MS Office, PC & Mac software installation
Assisted customers in producing mail merge letters, custom labels & custom envelopes
Multitask customer support phone calls, email follow up and new employee training
Handled call center support for an average of 35 customers per day
Adapted to a constantly changing technological environment
Maintained knowledge across all levels of customer service departments throughout the company.
Skills
Fast learner, well organized, highly detail oriented, thorough and punctual
Empathetic, Patient, Optimistic, Well Spoken, Polite, Concise & Candid
Trained in Life Skills through Quantum Learning Network’s “Supercamp” program
Proficient with Microsoft Office in both PC and Mac environments
MS Sql, Linux, Windows 10/11 installation, configuration & problem resolution
Redtail CRM & Related Integrations
Remote & Internal Support Tools (Zoom, Teams, Slack, Azure & Exchange Online)
Zendesk, Salesforce & Confluence ticketing systems
Highly familiar with PC, Mac, Android & iPhone
Strong documentation and training skills with ability to create user-friendly guides and procedures
12+ years catering to SEC and FINRA compliance standards
Understanding of DNS best practices for Email Hosting, Archiving, & Web to prevent conflicts
Education
High School Diploma (2005) – Charles M Weber Institute of Applied Sciences & Technology (Trade high school: electives were focused around computer science, computer repair & broad software knowledge; Graduated with 4.0)
San Joaquin Delta College (2005 – 2007)
Pursued Associates Degree with a focus on criminal justice and psychology
References
Alison Hawkins (Direct Supervisor) – 916-***-****
Ryan Godsey (Teammate) – 916-***-****
Melanie Figler
[Sr. VP, (Redtail technology), Chief of Staff (Orion Advisor Solutions)] – 480-***-****
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