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

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

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

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
• Maintain hardware and software standards across the entire organization

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