Operational Support Engineer, supporting Real Time Communications products (Webcasting and Audio Conferencing) in a global, multi-platform collaboration environment. Responsible for operational support, managing risks. telemetry monitoring, Windows OS and certificate patching, health checks, incident management, change management, problem Investigation, application access, and troubleshooting of these “live” events in a production environment.

Domain Operations dedicated Global Systems Engineer role. Responsible for Major Incident Management where 5 or more users are impacted by an applications being down. Responsibilities include opening and managing of bridgeline facilitation, gathering Bank and vendor support engineers to “live” troubleshoot, and lead/drive calls through to resolution to ensure the application is back up and working business as usual. Also responsible for creating detailed/precise major incident communications sent out to a select need to know base of users, as well as being “on call” nights/weekends several weeks out of the month, handling after hour change management support and problem investigation into root cause analysis.

Provided Information Technology support to the Bank’s Global user base via telephone & Virtual Assistant live chat support. Live troubleshooting of application & hardware support, including elevated access installs, system password issues, Avaya & Cisco telephone/softphone, Corpmobility, HVD, MAS VPN, OTP and “how to” technology inquiries.

Responsible for the coordination & learning of all job functions within the Consumer Vehicle Services line of business and further creating beta test scripting for the ongoing Quality Control of the Banks Consumer Vehicle loan dept.

Responsible for conducting Audits, Resolution & Insuring of Government VA/FHA loans.

Worked with closing attorneys and underwriting to create mortgage loan closing documentation required for signature at the closing table as well as coordination of buyer/attorney closing dates.

Performed audits/resolution of mortgage loans to ensure readiness for Whole loan purchasing.

Conducted quality control audits of mortgage loan documentation.

Owned and operated a computer retail store offering sales, service, repairs, upgrades, preventive maintenaince contracts, internet sales, web design, networking and custom built computer systems.

Office manager handling accounting, payroll, deposits, RMA’s, purchasing, inventory, employee coaching, new hire onboarding and project management.