Daniel Rodriguez

DHI Mortgage Co

10.2017 - Current

Managed team of six skilled IT support professionals
Trained new employees and explained protocols clearly and efficiently
Tasked with learning first about system enhancements, with responsibility for training team members on new developments
Served as primary point of contact for users contacting support via phone or email
Supported applications including Encompass, Empower, Encomia, SoftPro, SecondLook, TRK Insight, CRM, and more
Utilized advanced communication, problem solving, and product knowledge to facilitate effective troubleshooting processes
Assisted end-users with initial input errors, issues with credit updates, connectivity, and training issues
Navigated departmental guidelines when challenges required escalation to ensure swift resolution by engaging appropriate escalation team
Updated end-user accounts, including applying/updating permissions and access rights in accordance with company processes regarding privacy, security, and regulatory compliance
Tasked to create series of processes and procedures in order to manage employee accounts with over 78 external vendors
Assisted with testing of upcoming system enhancements prior to release to user community.

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