Detail-oriented IT Help Desk Assistant and Salesforce Advocate with a strong foundation in system administration, technical troubleshooting, and workflow optimization. Transitioning from a career in commercial loan project management, bringing cross-industry expertise in documentation compliance, stakeholder alignment, and CRM configuration. Adept at supporting users, documenting processes, and driving technical solutions across financial and IT domains. Experienced administrator focused on business efficiency and operational improvements. Dedicated and decisive leader with strategic and forward-thinking mindset. Brings progressive industry experience, willingness to learn and adaptability to changing circumstances.
Configured and optimized LaserPro for secured loan documentation; integrated CRM dashboards to support cross-department visibility. Developed speaker notes and training guides to ease user onboarding and support desk escalation. Collaborated with IT units to align Salesforce functionality with loan origination workflows.
Resolved Tier 1 support tickets involving email access, VPN setup, and device configuration. Created escalation diagrams and documentation for junior help desk staff. Supported cybersecurity basics in endpoint protection and user credential safety.
Managed documentation and compliance for residential loan products (FHA, VA, USDA, etc.). Acted as liaison between underwriting, compliance, and post-closing teams. Coordinated secure handling of borrower data and system change requests.
Bachelor of Science in Information Technology
Academic Achievements and Honors: Epsilon Pi Tau Member; Relevant Coursework and Training Programs: Network Infrastructure, IT Security, Databases, Mobile Technologies
Certificate of Technical Studies in Cybersecurity
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