Shane D. Email & Phone Number

Created and set up Help Desk processes and procedures for tech start up with clients including title agencies, settlement companies, signing services, and lenders. Managed support function for two software solutions, including an eClosing app allowing notaries and signing officers the ability to sign/complete/notarize mortgage documents in person, on their own device, all electronically. Established a network of over 5,000 mobile notaries that registered with EscrowTab to perform In-Person Electronic Notarization (IPEN). Gathered user feedback and analytics to coordinate new feature launches with Product team, including testing and communication of enhancements. Assisted with gaining acceptance as a tech provider by 42 Secretary of State offices.

Primary 2nd Level escalation point for Help Desk serving as technical infrastructure provider to 5,000+ banks, credit unions and mortgage servicers. Responded to technical and operational questions that required research, knowledge or approvals the frontline Help Desk was unable to provide. Project Manager for vendor and system migration of all Help Desk services. Completed ICE and Ellie Mae Management Training programs to ensure effective supervision of staff.

Primary 2nd Level escalation point for Help Desk, responded to technical and operational questions that required research, knowledge or approvals the frontline Help Desk was unable to provide. Project Manager for vendor and system migration of all Help Desk services. Client relationship and vendor manager, including gathering evidence for internal audits and mitigating any identified issues.