Dewayne Rushing Email & Phone Number

Dallas/Fort Worth Area

Dallas/Fort Worth Area

Maintained iPad point of sale (POS) systems by performing application installations and updates and provided phone support. Performed troubleshooting and root cause analysis on issues with the Revel POS system, printers, card readers, routers, and other POS hardware. Documented and filed all support action tracking in the Zendesk ticketing system. Performed router configurations remotely for clients utilizing TeamViewer. Assisted with setup and troubleshooting of Cisco Meraki and Ubiquiti wireless access points. Resolved issues during first contact, troubleshooting and delivering 60% of solutions within 15 minutes.  Consistently met and/or exceeded goals established by the organization to solve 15 issues daily while maintaining a customer satisfaction rating of 90%+. Led hardware, application, access, and security assistance for 1K+ establishments by performing password resets, unlocking accounts, and editing permissions, as well as assistance with routers, printers, etc.

Dallas/Fort Worth Area

Provided phone support and completed software installations for workstations while handling any peripheral issues. Documented steps taken to resolution utilizing ServiceNow ticketing system. Completed network drive mappings, password resets, account unlocks, and edits to user groups via Active Directory. Escalated issues to ensure quick and efficient customer support by acting as the initial point of contact for network issues, including fielding a large volume of incoming calls.  Led hardware maintenance by troubleshooting Android and iOS mobile devices, assessing VPN issues, and installing printers and scanners.

Plano, Tx

Reviewed technical business specifications for production releases and supported major Equator system enhancements across multiple platforms by confirming that escalated system issues were promptly reviewed and resolved. Monitored tracking and approved break/fixes for global code submitted to Equator Mortgage Default Servicing and Liquidation application. Improved production support with minimal impact to business operations by managing the transition of technology support to business support. Enhanced service release process by creating a multifaceted system to ensure identified service release properties transferred to all new services. Led 10 technology analysts in the completion of UAT and technical business specification validations.

Plano, Tx

Oversaw tracking of short sale break/fixes for Equator application by compiling data logged by lines of business on production support SharePoint site. Produced and submitted reports of known issues, volume trending, and service level agreement (SLA) compliance. Resolved 100% of incoming issues within an average time of 24 hours while fielding monthly submission of 2,000+ issues by managing a team of 5 members.  Managed five Level-2 Support Analysts, ensuring and facilitating proper training on company procedures to improve productivity and resolve SLA issues.

Plano, Tx

• Managed a team of 12 specialists charged with mitigating loss while negotiating short sales of loans in default. • Assisted in overall liquidation strategy planning and execution for Fannie Mae by approving short sales and ensuring buyers received approval letters to mitigate loss.KEY ACCOMPLISHMENTS• Reduced aging by 15% within 1st 3 weeks and reduced portfolio counts by 17% after 1st month by negotiating short sales based on investor guidelines and maximizing approval letter production.• Contributed to record-breaking production of short sale approvals and approval letters including clearing over 4,000 loans out of 13,000 loan backlog.

Plano, Tx

• Managed private investor portfolio and negotiated short sales with active portfolio of over 300 properties and 500 individual loans while adhering to investor, bank, mortgage insurance, and pool insurance guidelines.KEY ACCOMPLISHMENTS• Awarded a promotion after only 13 months due to ability to work with investors to approve short sales and maintain customer satisfaction.

Plano, Tx

Resolved up to 60 daily telephone inquiries regarding escrow, insurance, home equity lines of credit, missing payments, and taxes. Handled clients with over $1 million in assets. Assisted branch personnel and clients on loan servicing issues, loan origination, and cash management.• Maintained high level of customer satisfaction through prompt resolution of inquiries. • Recognized by managers, coworkers, and clients for customer service skills.

Plano, Tx

Served as frontline and point of contact for customers seeking information or experiencing issues. Helped identify customer problems and routed calls to appropriate department for resolution. Assisted in developing training manual for new hires and facilitated training to 7 newly hired customer service representatives on using daily applications.• Received numerous client accolades for customer service skills. Proud of demonstrated ability to handle irate customers and diffuse difficult situations professionally.• Consistently received good annual performance evaluations from superiors.

Bachelor Of Science (B.S.), Technical Management, Business & Management

Associate Of Applied Science (A.A.S.), Electronics And Computer Technology