Jason Shupert Email & Phone Number

Remote Saint Petersburg, Florida

• Gather, define, document complex business system requirements and processes• Determine, document, communicate the impact of proposed system enhancements and changes to current business processes• Create, execute project work plans and revises as appropriate to meet changing needs and requirements• Facilitates cross-functional team meetings to define project requirements, update team about progress of projects and resolve any issues that may arise• Effectively communicates project information to business stakeholders and management• Evaluate, prioritize, and manage User Acceptance Testing and data validation• Assist Team in planning, installing system enhancements/new system developments in production and takes a lead role in driving the vendor to complete implementation on time and within budget• Play a key role in the change management process involving changes to the application and interface/integration with the core system• Work with the IT department, ensuring that formal and disciplined change management guidelines are being followed• Work with Training department and Business to develop communication plans, training material to improve the adoption process and technology changes

Remote- Saint Petersburg, Florida

• Provide technical and troubleshooting support to internal clients in need of assistance with their POS and LOS (Encompass) applications• Respond to helpdesk ticket requests, updates, creates, documents and closes out tickets as appropriate• Ensures issues are resolved timely and accurately. Escalates issues when needed• Installs and/or updates performance upgrades to required. Answers to and performs moves, add, and change requests as they are submitted• Work directly with other IT team members to disperse new technology and other enterprise projects• Serve as a liaison/contact for third-party support and IT vendors

Sarasota, Florida Area

•Ensure all developments, changes & test systems follow Change Management process before implementation•Deal with all escalated tickets from Service Desk / Local Support Teams•Investigate, diagnose and resolve open tickets•Install & config computers, peripheral equipment & software•Work with vendor contacts to resolve technical problems with equipment & software•Monitor/escalate incidents and requests as needed•Work with Procurement team to purchase hardware, software & consumables•Identify root causes to repeat issues being raised•Build working relationships with the Service Desk team, Support teams, Project Team, suppliers and senior management

Clearwater, Florida

•Responsible for Encompass (Loan Origination Software) and Helpdesk support for the Southeast Region•Work with Platform Office staff as a liaison for updates, programming changes, etc. for the Encompass system•Support/troubleshoot all workstations and laptops which included installing company image along with other necessary software•Installing/support company issued printers both remotely and in operations center•Maintain current hardware inventories for laptop, workstations, monitors and printers•Work with team to have new user accounts set up, troubleshoot any issues with VPN and server related issues•Interact with various venders from Credit bureaus to hardware audit, fire inspections, etc•Work closely with Sr. Management for Technology Risk assessments

Clearwater, Florida

•Serve as the first point of contact in the Information Technology department for computer support related issues•Each end-user support encounter must be viewed as an opportunity to resolve the current issue at its root cause – not just resolving the symptom – and as an opportunity to train the end-user if applicable•Resolve Dell desktop and laptop hardware issues as well as troubleshoot software application and connectivity issues•Manage the configuration of new desktop and laptop hardware•Document resolution of issues in Stonegate’s IT Support ticket system in order to train other IT employees and to drive potential training content•Manage the configuration of new desktop and laptop hardware•Maintain hardware and software standards across the entire organization•Log all calls/e-mails into Stonegate’s IT Support ticket system for historical tracking and reporting purposes•Provide input and support as necessary to the Network Administrator on special projects•Research, drive, and/or assist with other Information Technology projects or special corporate-level projects as assigned

Indianapolis, Indiana Area

•Served as liaison between clients, sales partners and internal partners•Managed communications between IT department and Clients concerning open Client Support tickets•Assisted clients & internal partners with training in technology, process and loan acquisition questions•Tracked and documented calls, emails & other correspondences into ticketing system

Indianapolis, Indiana Area

•Assist training of new employees in the use of systems and applications as related to job duties & corporate policies•Assist customers with registration, email creation, DSL physical line signal testing, modem/router/filter set-up•Assigned as group manager back-up where requested•Troubleshoot email, browser, modem and computer with customers•Configuration of customer equipment to connect to the Internet via DSL modem/router•Coordinated Tier I and Tier II technicians via chat services to deliver first call resolution•Escalate chronic customer issues to a specified care group