Summary
Overview
Work History
Skills
Certification
Earlycareerhighlights
Timeline
Generic

Shane McFarland

Bolivia,NC

Summary

Dynamic Support Specialist with a proven track record in customer-focused relationship building, adept at guiding clients through software setups, migrations, and integrations. Demonstrated ability to drive adoption and success through impactful training and effective communication. Recognized for troubleshooting expertise and problem-solving skills that consistently exceed customer expectations. Career goals include leveraging strategic agility to enhance client experiences and foster long-term partnerships.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Project Management –Onsite Training Support Specialist | Business Systems Analyst

FIDELITY NATIONAL FINANCIAL | SOFTPRO
, NC
04.2022 - 11.2024
  • Led coordination efforts and facilitated user training during software deployment.
  • Analyzed computer issues, identified root causes, and implemented solutions.
  • Documented customer inquiries and resolutions in a ticketing system.
  • Bridged the gap between technical teams and end-users, resolving challenges, optimizing processes, and providing data-driven recommendations
  • Tested new software releases prior to deployment in test and production environment.
  • Developed training materials and procedures or trained users in proper use of hardware or software.
  • Enhanced product development, providing valuable feedback to the Product and Support teams, while troubleshooting complex issues across multiple systems and managing escalated technical support tickets.
  • Provided ongoing help desk support, ensured timely issue/inquiry resolution, and customized training sessions and materials.

Mortgage Collateral Auditor

FBC MORTGAGE LLC
12.2020 - 03.2022
  • Company Overview: A full-service mortgage lender specializing in residential and commercial loans
  • Reviewed and validated post-closing loan documentation, ensuring compliance with industry regulations, lender requirements, and company policies
  • Managed high-volume loan collateral inventory, ensuring timely movement and reconciliation of collateral
  • Ensured timely delivery of accurate, bankable collateral loan documents to warehouse banks/custodians
  • Verified clear title to secure proper collateral documentation transfer.
  • Improved post-closing procedures and audit workflows, ensuring timely delivery of results
  • Developed audit reports with findings and corrective action recommendations to drive compliance and operational efficiency
  • Specialized in residential and commercial loan servicing

Collateral Analyst

STEARNS LENDING (NMLS #1854)
Lewisville, USA
04.2020 - 11.2020
  • Company Overview: A leading mortgage lender
  • Oversaw collateral document management for loans to ensure clean title transfers.
  • Collaborated with teams, lenders, vendors, and county websites to resolve discrepancies.
  • Streamlined collateral management processes, driving efficiency and timely delivery of compliant collateral packages, minimizing risks, and verifying the bank’s security interest via loan and collateral file reviews
  • A leading mortgage lender

Consultant | Project Manager – Financial Services, Loan, and Mortgage Industries

SELF-EMPLOYED INDEPENDENT CONTRACTOR
04.2013 - 04.2020
  • Consulted and managed projects in financial services, loan, and mortgage industries
  • Specialized in title review, fraud analysis, escrow mortgage insurance, loan processing, and quality assurance
  • Ensured compliance, mitigated risk, optimized workflows, resolved discrepancies, and supported efficient, accurate transactions
  • Facilitated smooth, compliant real estate transactions for First American Title
  • Analyzed title and chain of title, mortgages, liens, and judgments, working with title officers and legal teams to resolve complex issues
  • Strengthened compliance and fraud prevention at Bank of America by analyzing accounts for fraudulent activity, including transaction fraud and identity theft, and collaborating with internal teams to resolve cases
  • Drove Green Tree Servicing’s vendor data/system alignment and Homeowner’s Protection Act compliance
  • Reviewed loans, processed insurance documents, resolved escrow discrepancies, and analyzed balances
  • Optimized loan pipelines for Ditech Financial and Workway Temporary Agency, processing up to 100 loans monthly with 98% accuracy, reducing processing time, and ensuring accuracy and compliance

Corporate Trainer | Mortgage Loan Processing Tech Support

BEAR STEARNS & CO.
Scottsdale, USA
  • Facilitated statewide implementation of mortgage loan software through extensive training efforts.
  • Monitored employee progress during training sessions to ensure understanding of material presented.
  • Provided post-training follow-up support such as answering questions or providing additional resources.
  • Obtained and organized manuals, guides and visual materials for development and training purposes.
  • Administered assessments during and after training and provided leaders with feedback about individual strengths and training requirements.
  • Coordinated meetings between stakeholders at all levels of the organization to discuss strategies for improving corporate training initiatives.
  • Coordinated training development programs using variety of vehicles including seminars, hands-on training, and webinars.

Skills

  • Microsoft Office Suite
  • AU Software Systems
  • Troubleshooting and Diagnostics
  • Software troubleshooting
  • IT Ticket Management
  • Training and coaching
  • Technical troubleshooting
  • Documentation and reporting
  • Remote support
  • Ticket management
  • Application support
  • Operating systems
  • Mortgage Software Training
  • Encompass Loan Origination System
  • Workbench
  • DU
  • LP
  • SaaS
  • Technical assistance
  • E-Learning Tools
  • Learning Management Systems
  • Experience with AI Applications

Certification

  • Project Management Professional (PMP), Project Management Institute (PMI), In Process
  • Lender License Registration 1854, Nationwide Licensing System (NMLS)

Earlycareerhighlights

Bear Stearns & Co., Scottsdale, AZ, Corporate Trainer | Mortgage Loan Processing Tech Support, Delivered end-to-end training solutions for mortgage loan processing systems, providing technical support and facilitating onboarding to drive software adoption., Designed programs to enhance workforce proficiency, reduce processing errors, and improve onboarding time and user satisfaction through methods like gamification.

Timeline

Project Management –Onsite Training Support Specialist | Business Systems Analyst

FIDELITY NATIONAL FINANCIAL | SOFTPRO
04.2022 - 11.2024

Mortgage Collateral Auditor

FBC MORTGAGE LLC
12.2020 - 03.2022

Collateral Analyst

STEARNS LENDING (NMLS #1854)
04.2020 - 11.2020

Consultant | Project Manager – Financial Services, Loan, and Mortgage Industries

SELF-EMPLOYED INDEPENDENT CONTRACTOR
04.2013 - 04.2020

Corporate Trainer | Mortgage Loan Processing Tech Support

BEAR STEARNS & CO.

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Shane McFarland