Atticus Diamon
Fort Collins,CO
Summary
Compassionate, driven professional with technical and customer-focused experience. Seeking a position that balances my experience working with customers and love for data. Technical talents include using Microsoft Office to create reports and consumer visualizations, analyze data and procedures with Excel, proficient with programs such as SalesForce, Jira, SQL and Cyberduck, and critical data-driven analysis using SPSS and AGILE. Extensive background blending fact-based decision making with creativity and strong communication skills.
Overview
8
8
years of professional experience
Work History
Senior Program Support Engineer
Lexia Learning Systems LLC
01.2021 - Current
- Responsible for direct intervention with customers to resolve advanced technical concerns with Lexia Learning software product operation
- Testing network filters and security protocols to ensure program function, strategic communication to impart technical knowledge and processes, and the development of procedures for troubleshooting various concerns.
- Impart creative solutions to customer specific environments, such as implementation on multiple devices with various operating systems: iOS, Microsoft, Android, and Windows.
- Work with various department leads to investigate program failures and resolve technical issues as well as test new system updates.
- Provide Customers with detailed explanations regarding program implementation, reporting, and technical data.
Primary Support Representative
01.2019 - 01.2021
- Responsible for working directly with customers to troubleshoot concerns and educate account holders on program functionality.
- Develop diverse product knowledge and understanding in order to be able to explain program features.
- Evaluate customer concerns quickly in order to ensure seamless operations for both teachers and students.
- Work cohesively between Primary and Senior Support teams, as well as separate departments to ensure that customer solutions are implemented effectively.
Mortgage Analyst
Reliance First Capital LLC
01.2018 - 01.2018
- Responsible for outreach to clientele in order to facilitate refinance loan parameters and loan program for home loan refinance and debt load consolidation
- Develop clientele base - include extensive outreach, coordination, and communication with diverse population living in NC
- Evaluate personal debt load of all clients, calculate structure of new loan program based off of qualifications, coordinate between clientele, processing, and underwriting departments in order to facilitate loan program implementation and facilitate pay offs where necessary
- Assess housing value in order to create new home loan and restructure program
- Comprehensive federal financial and property law and established market place guidelines
Education
Bachelor of Arts - Music Business
Berklee College of Music
Boston, MA01.2014
Licensed Mortgage Loan Originator -
North Carolina, South Carolina, and VirginiaAssociates of Arts -
Musicians Institute
Los Angeles, CA01.2012
Skills
- Mac and PC operation
- SQL
- Cyberduck
- Salesforce
- MS Office
- Jira
- Confluence
- Aspire
- Technical Troubleshooting
- Strategic Communication
- Procedural Understanding
- Analytical
- Data Entry
- Product Knowledge
- Team Oriented
Accomplishments
Through my time with Lexia, I have spearheaded multiple projects that have improved customer success experiences and technical processes for my team members and departments. These include the automation of multiple macros as part of our SalesForce response triage, integration of new technologies such as packet captures for iOS devices, and training team members on new practices to continuously grow our efficacy.
Timeline
Senior Program Support Engineer
Lexia Learning Systems LLC
01.2021 - Current
Primary Support Representative
01.2019 - 01.2021
Mortgage Analyst
Reliance First Capital LLC
01.2018 - 01.2018
Bachelor of Arts - Music Business
Berklee College of Music
Licensed Mortgage Loan Originator -
Associates of Arts -
Musicians Institute
Internship Experience
Lexia Learning LLC Q/A Department
Top Customer Success Quarterly Represnetative
As part of my time at Lexia, I have one their quarterly Support Representative award on 2 separate occasions. This marks an achievement in exemplifying positive company culture and customer satisfaction of the business quarter.