Hi, I’m
Candace Clouse
Software Developer
Owensboro,KY
Summary
Dynamic software development professional with extensive hands-on experience in coding, debugging, and delivering impactful projects. Proven ability to collaborate within diverse teams while adapting seamlessly to evolving project requirements. Recognized for strong analytical skills and programming proficiency, consistently ensuring high-quality results. Possesses a robust background in troubleshooting hardware and software issues in customer-focused environments, complemented by comprehensive knowledge of operating systems, networking protocols, and technical support procedures.
Overview
19
years of professional experience
3
Certifications
Work History
Owensboro Off-Road Jeepers Inc.
Board Director
08.2022 - Current
Job overview
- Managed technical aspects of events, coordinated with stakeholders, and ensured successful event execution.
- (non-profit)
Big Purple Dot
Technical Support Engineer
08.2025 - 12.2025
Job overview
- Resolved complex technical issues for clients, enhancing overall customer satisfaction.
- Collaborated with cross-functional teams to streamline troubleshooting processes and improve response times.
- Developed training materials and conducted sessions for new support engineers, fostering knowledge sharing.
- Analyzed support ticket trends to identify recurring problems, driving proactive solutions and product improvements.
- Implemented best practices for incident management, ensuring compliance with company standards and policies.
- Managed escalated cases with high-profile clients, maintaining strong relationships through effective communication and resolution strategies.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
ICE Mortgage Technologies
Tier 2 Technical Support Engineer
07.2023 - 08.2025
Job overview
- Trained users on product features, ensuring smooth adoption and optimal utilization of technology solutions.
- Led troubleshooting sessions, guiding team members in resolving complex technical challenges efficiently.
- Developed training materials and documentation, improving knowledge transfer and onboarding processes for new users.
- Implemented best practices for customer interactions, increasing response accuracy and reducing resolution times.
- Exceeded performance metrics consistently, setting a benchmark for quality within the team.
- Managed high-stress situations effectively, remaining calm under pressure while maintaining focus on delivering exceptional service levels at all times.
- Assisted clients in navigating complex technical issues, enhancing user experience and software utilization.
- Provided troubleshooting support for mortgage software applications, ensuring customer satisfaction and issue resolution.
ICE Mortgage Technologies
Tier 1 Technical Support Representative
08.2022 - 07.2023
Job overview
- Resolved complex technical issues for customers, ensuring timely and effective solutions.
- Provided advanced troubleshooting support for software and hardware-related inquiries.
- Minimized escalations by proactively identifying potential challenges and addressing them early in the process.
- Expedited issue resolution for clients through effective troubleshooting and problem-solving skills.
- Wrote and modified SQL queries to collect data for analytics, critical statistics and generate reports.
- Conducted root cause analysis on recurring issues to identify patterns and develop long-term solutions.
- Collaborated with product development teams to report bugs and suggest improvements based on client feedback.
U.S. Bank, N.A.
Mortgage Customer Specialist 2
02.2021 - 08.2022
Job overview
- Resolved complex title issues, ensuring successful loan closures.
- Achieved top customer service agent recognition for six months based on customer surveys.
- Enhanced customer satisfaction through effective problem resolution and personalized service.
- Streamlined account management processes, improving efficiency in customer interactions.
- Processed loan applications, ensuring compliance with regulatory requirements and company policies.
- Evaluated borrower creditworthiness by analyzing financial documents and credit reports.
- Collaborated with underwriters to facilitate timely loan approvals and resolve discrepancies.
- Reviewed and prepared loan documentation for closing, ensuring accuracy and completeness.
- Assisted clients in understanding complex financial documents required for completing their loan applications successfully.
- Managed multiple loans simultaneously ensuring timely completion of each task assigned without compromising on compliance or quality standards.
U.S. Bank, N.A.
Mortgage Customer Specialist
10.2020 - 02.2021
Job overview
- Maintained accurate records of loan transactions in proprietary processing systems.
- Collaborated with underwriters to resolve discrepancies, facilitating timely loan approvals and closings.
- Communicated effectively with clients, providing updates on application status and addressing inquiries to enhance customer satisfaction.
- Analyzed loan files for risk assessment, advising management on potential issues that could impact approval decisions.
- Handled any conditions sent from underwriting departments.
- Enhanced client satisfaction by providing timely updates on their mortgage loan status and addressing concerns promptly.
- Developed comprehensive understanding of loan processing regulations and laws to be fully compliant.
U.S. Bank, N.A.
Special Asset Review Specialist
07.2018 - 10.2020
Job overview
- Recovered over $40k by proving attorney negligence in representing the bank’s interests.
- Analyzed and evaluated compliance with regulatory requirements in loan documentation.
- Collaborated with cross-functional teams to enhance review processes and improve operational efficiency.
- Developed comprehensive reports on mortgage portfolio performance for senior management review.
- Managed discovery processes, including document gathering and review for litigation support.
- Evaluated vendor services to optimize costs and improve quality of litigation support resources.
- Conducted thorough title searches to ensure accuracy in property ownership documentation.
- Collaborated with clients to resolve title discrepancies and provide clear resolutions.
- Streamlined processes for title research, improving overall workflow efficiency within the team.
- Conducted thorough public record searches to verify property ownership history and identify potential liens or encumbrances.
U.S. Bank, N.A.
Loss Mitigation Underwriter
11.2015 - 07.2018
Job overview
- Collaborated with cross-functional teams to streamline loss mitigation processes and enhance efficiency.
- Led initiatives to optimize underwriting procedures, resulting in reduced turnaround times for loan approvals.
- Conducted detailed financial analyses to determine borrower eligibility for loan modifications and assistance programs.
- Collaborated with borrowers to obtain required financial documents for accurate underwriting analysis.
- Successfully completed numerous loan modification requests resulting in borrowers'' ability to retain their homes.
- Managed a portfolio of delinquent loans, effectively prioritizing cases to maximize efficiency and impact on recovery efforts.
- Spearheaded process improvement initiatives within the Loss Mitigation department, resulting in increased efficiency and effectiveness of workflows.
Education
Western Governor’s UniversityMillcreek, UT
Bachelor of Science from Software Development
01.2025
University Overview
- Capstone Project: Chronic Illness Tracker, Self-developed Android application for tracking Chronic Illness symptoms and appointments.
- Certifications: CompTIA A+; CompTIA Project +; ITIL 4
Skills
- Experienced with CRM and analytics tools
- Software development: Python, C, Java
- Data analysis and reporting tools expertise
- Agile Scrum methodologies
- Technical support for software applications
- Analytical problem-solving
- Effective verbal and written communication
- Project management expertise
- Skilled in customer relations
- Proficient in AI prompt design
- Organizational growth
- Nonprofit experience
Certification
- CompTIA A+, Entry-level IT Support Technician
- CompTIA Project+, IT Project Management
- ITIL4, IT Service Management
Timeline
Technical Support Engineer
Big Purple Dot
08.2025 - 12.2025
Tier 2 Technical Support Engineer
ICE Mortgage Technologies
07.2023 - 08.2025
Board Director
Owensboro Off-Road Jeepers Inc.
08.2022 - Current
Tier 1 Technical Support Representative
ICE Mortgage Technologies
08.2022 - 07.2023
Mortgage Customer Specialist 2
U.S. Bank, N.A.
02.2021 - 08.2022
Mortgage Customer Specialist
U.S. Bank, N.A.
10.2020 - 02.2021
Special Asset Review Specialist
U.S. Bank, N.A.
07.2018 - 10.2020
Loss Mitigation Underwriter
U.S. Bank, N.A.
11.2015 - 07.2018
Western Governor’s University
Bachelor of Science from Software Development