Matthew Osman Email & Phone Number

Remote

Denver Metropolitan Area

Greater Denver Area

Primary liaison between Black Knight Client Support team and technical teams. Responsible for fostering and managing relationships with all Black Knight teams while representing Client Support and ensuring client needs are met in a timely manner. Provide necessary backup to other second level Client Support teams, including the support of additional products.Key Accomplishments:• Represent Client Support on all technical bridge calls to assist in triage of client impacting events.• Work closely with first level support to ensure that a timely response is provided for all escalated client cases.• Developed and maintained a new training template for first and second level Client Support members. This included end user functionality, internal business processes, troubleshooting methods, necessary knowledge of relational databases.

Aurora, Colorado

Independently resolve errors and issues with minimal assistance or guidance from management. Provided clients and management with root cause analysis documents, schedules, and metrics for support team. Served as interim manager 5/2/2018 - 6/3/2018.Key Accomplishments:• Became the primary escalation point for enterprise level clients, in addition to internal support and Motivity legacy clients.• Developed internal support solution, comprised of reports, visualizers, KPIs, and various dashboards, for tracking support member progress, internal business processes, and ticket lifecycle. • Developed and maintained monthly ‘Tips & Troubleshooting’ newsletter for client end-users.

Greater Denver Area

Support company and client objectives through the collection and analysis of data within the Motivity application. Build and support business intelligence tools, dashboards, and analytical reports for the client’s executive and management members.Key Accomplishments:• Became primary escalation point for the two most user intensive clients• Managed 170+ clients with the Motivity Peer Group Select report, allowing a comparison of a mortgage company with peer organizations of a similar size to validate industry standing.• Assisted in the creation of a client side integration report, that provided clients documentation of any integration failures/stalls

Master Of Science (M.S.), Computer And Information Systems Security/Information Assurance, Gpa 3.80

Concentration in Cyber Security

Bachelor Of Arts (B.A.), History

Activities and Societies: Varsity Tennis Team (Captain 2011-2012 season) Roanoke College Historical SocietyReceived Old Dominion Athletic.