I am an accomplished production and application support professional with extensive experience supporting critical enterprise mortgage servicing and loan applications. I specialize in troubleshooting complex incidents, maintaining production stability, and resolving issues efficiently for internal users, business partners, and external service providers.
I have strong experience in Level 2 support, incident management, problem management, change management, release validation, and service request fulfillment. I use a proactive approach to monitor production environments, identify potential issues, analyze root causes, and minimize business disruption.
I collaborate effectively with development, network engineering, infrastructure, change management, vendors, and Level 3 support teams. I am experienced in coordinating cross-functional resolution efforts and communicating production status, operational metrics, and incident updates to leadership and stakeholders.
My technical support background includes ServiceNow, Splunk, XML, enterprise monitoring tools, Cisco Jabber, and Webex. I have supported deployment validation, certificate updates, integration testing, regression testing, user acceptance testing, and production shakeout activities.
I am committed to improving service delivery and customer engagement through clear communication, mentoring, process improvement, and dependable customer support. I also bring client consultation, itinerary planning, vendor coordination, and end-to-end booking experience from my work as an independent travel agent.
I design comprehensive travel itineraries for diverse client groups, including transportation, accommodations, excursions, and travel protection.
I conduct client consultations to understand travel preferences, budgets, and logistical requirements. I create customized day-by-day schedules, manage bookings across vendor platforms, process payments and documentation accurately, and provide destination guidance.
Provided Level 2 production and application support for critical mortgage servicing and loan applications, including Desktop Underwriter EarlyCheck, CU, and Credit. Supported internal users, business partners, and external service providers while maintaining enterprise application availability and timely issue resolution.
Monitored production environments and troubleshot application, infrastructure, and connectivity issues using ServiceNow, Splunk, Webex, Cisco Jabber, and enterprise monitoring tools. Managed incidents, problems, changes, and service requests; analyzed root causes; and coordinated resolution with development, network engineering, infrastructure, change management, vendors, and Level 3 support teams.
Supported production releases through deployment validation, certificate updates, post-production verification, release shakeout testing, and infrastructure coordination. Performed integration testing, regression testing, production validation, and user acceptance testing for application enhancements.
Analyzed XML and URLA/1003 loan application data, trained business users on new functionality, managed tickets through final resolution, reported operational metrics to leadership, and served as an account lead for departmental projects and production initiatives.
Resolved customer issues while consistently meeting service-level agreements. Assisted internal and external users with application configuration, troubleshooting, and technical support to improve their experience and operational efficiency.
Escalated complex technical issues to appropriate teams while maintaining clear customer communication. Built a strong reputation for exceptional customer service, teamwork, and reliable issue resolution.
Master of Science, Communication Technology
Master of Science in Communication Technology.
Bachelor of Arts, Psychology
Bachelor of Arts in Psychology.
Diploma, Information Technology & Network Support
Diploma in Information Technology and Network Support.
This professional hasn’t added portfolio projects yet.
This professional hasn’t listed any services yet.
