Jamie Storms Email & Phone Number

Berwyn, Pa

Blue Bell, Pa 19462

• Conducted extensive daily research of tax laws and guidelines utilizing professional database searches, websites, and forums for 11 different states• Served as subject matter expert for taxation and jurisdiction information for over 1000 internal/external clients• Built and maintained successful relationships with service providers, multiple state and local jurisdictions and internal/ external clients• Summarized and interpreted data provided by Department of Revenue (DOR) and presented to client in friendly format for consumption into tax software• Edited, copy edited and proofread tax forms and publications provided to clients in an online format

Facilitate resolution of customer issues by logging and verifying bugs/enhancements • Updating customer and supervisor on problem resolution status • Performing complex bug verifications, release testing and beta support for assigned products • Performing on-site client work and troubleshooting, dial-in services and 24x7 beeper support as necessary to debug customer issues • Majority of time is spent handling customer inquiries by phone and by email • Operating under minimal supervision• Participating on internal projects by representing the group in a team environment • Completing project tasks in a timely and efficient manner • Communicating customer’s needs within Vertex by accurately logging, and verifying customer issues and resolutions • Assisting in testing problem resolution fixes • Working with development to explain reported verified problem resolution • Supporting a dynamic team environment at Vertex by collaborating with other departments, contributing time, effort and ideas • Providing work leadership and assistance to less senior support analysts • Proposing changes which will benefit customers • Enhancing job knowledge by staying current on product upgrades and issues, attending educational workshops, reviewing professional publications and participating in professional societies • Developing and/or maintaining proficiency in the latest personal productivity tools • Approximately 80% phone support

Malvern, Pa

Technical Support Level III – Acting Supervisor• Created, designed and implemented knowledge-based for internal/external resources which reduced backlog issues by 50% within first two months• Averaged 15% higher first call resolutions than entire staff on a monthly basis for 3 consecutive years• Served as acting support manager for a diverse team of 5 support professionals serving 75 to 100 clients• Reduced testing and migration of new releases from 5 hours of migration to 1 ½ hours by implementing documented workflow procedures • Discovered recurring software issues through proactive exploration of software after monthly migrations; provided findings to developers and analysts for repair or adaptation• Resolved high-level complex issues utilizing Web-Ex solutions, remote access, call conferencing and or client visitsImplementation Specialist• Successfully implemented 91% of clients assigned to team• Trained over 150 clients/personnel on configuration, administration, training and maintenance of software solutions provided• Conducted site visits to understand specific business processes and properly configured appropriate software solutions for clients following sales visits• Acted as liaison between clients and internal departments to coordinate system configurations and implementation• Investigated implementation issues and provided solution recommendations to core development team and support team

Sussex, Wi

• • Achieved a 97% underwriting score reviewing mortgage, credit, and compliance guidelines• Supervised a diverse team 15 to 30 underwriters and ensured client satisfaction were met within specified time-frames• Facilitated design of work space, work equipment, work schedule, and work times at multiple on-site client locations• Assessed regulatory compliance related documents to ensure conformity with federal, state and local regulations

Plymouth Meeting, Pa

• Facilitated accurate transfer of several million dollar accounts in accordance with investor sale contracts• Performed duties throughout due diligence process to ensure good relations with existing and new contacts• Ensured all secondary market operations were carried out in compliance with applicable regulations• Acted as liaison between internal departments to clear investor conditions for higher execution rates• Obtained recorded mortgages and title polices from more than 350 title offices• Verified accuracy of final recorded mortgages and title policies for data entry

Malvern, Pa

Retirement Education Coordinator• Determined the appropriate educational campaign and budget for each client and their employees• Designed and distributed educational brochures relevant to each client perspective campaigns• Coordinated retirement education meetings in multiple locations and multiple timeframes• Assisted marketing department in creating unique educating campaigns for specific High Net Worth Clients• Conducted surveys to ensure plan participation for presenters and offered recommendations to increase activity for future meetings• Increased new employee participation by 30% based on recommendations and combined efforts of teamEditor/ Writer• Trained new and tenured associates on various department functions• Solely responsible for the creation and implementation of department training manuals• Promptly responded to shareholder inquires regarding accounts through written communicationCommunications Associate• Possessed thorough knowledge of Vanguard Retirement Plans and Regulations in relation to plan specific requirements and Internal Revenue Service Codes and compliance• Developed relationship with various professionals and self-employed business owners in order to maintain plan integrity

Bsit, Information Technology/ Web Design

Education record