Germán V. Email & Phone Number

United States

United States

Provided Product support to 1,500 mortgage borkers, loan officers, and title companies for escalated issues revolving NAF’s CRM system.Utilized MySQL to gather RequestBody endpoints/JSON data and run API Postman scripts, facilitating seamless UI/database implementation. Resolved software support issues for all enterprise clients via multiple communication channels, including Zoho Desk, Teams, email and live chat. Implemented Python-based automation for SSH tasks, file transfers, DHCP lease management, and client account provisioning.Configured OKTA, SSO for all broker teams and Loan Officers.Implemented structured documentation workflows using ServiceNow knowledge base tool, enhancing accessibility and knowledge sharing within the team.Took ownership of escalations, conducting thorough troubleshooting to identify root causes and implement effective solutions promptly. Facilitated bi-weekly team briefings using PowerPoint and Office 365 tools, enhancing information transparency and alignment across the support team. Pinpointed and tracked production defects using Azure DevOps and Agile practices, fostering collaboration with Product, QA, and Software Engineering teams. Coached Junior Senior-level product support engineers to meet performance standards and drive continuous improvement.Originated hiring procedures & onboarding processes for Support Engineers, ensuring smooth integration and alignment with company culture and standards. Managed IT Ops Team Delinea Secret Server enterprise accounts for Production-related MySQL queries, ensuring data security and compliance. Leveraged Dynatrace to identify performance bottlenecks and improve user experience for NAFs CRM application (Bankersview).

Bakersfield, California, United States

Managed a team of 25 senior technical advisors, ensuring that they were motivated, engaged, and productive. Improved customer satisfaction by 20% through coaching plan developments and use of internal KPI analytics. Used Internal call volume analysis tools to identify trends and prepare technical advisors. Improved team’s ability to troubleshoot network problems by 30% through knowledge-based presentation and development and took ownership of escalated issues from senior/junior support engineers.Proactively tackled senior advisor case backlog, reducing unresolved cases by 40% within 24 hours through ownership and efficient troubleshooting.Utilized Swift to track testing progress, manage test cases, and locate bugs, ensuring the quality and reliability of software products.Used virtual machine APIs while troubleshooting or installing software with enterprise clients or retail customers. Provided technical training and isolation techniques for all Apple products. Implemented data collection and root cause analysis via Swift 5.2, successfully identifying and resolving critical issues for enterprise clients.Mastered Xcode terminal to resolve complex cloud database issues, demonstrating advanced command-line proficiency and problem-solving skills.Collaborated with the software development team to create and install a remote management system across Apple's ecosystem, ensuring seamless operations during the pandemic.Provided technical training and isolation techniques for all Apple products, empowering customers with knowledge and troubleshooting skills.Maintained a customer satisfaction and product knowledge score of 95%Performed hardware diagnostics targeting internal hard drive and overall device performance. Set up backup protocols and configured external hard drives.

Bakersfield, California, United States