George Newman III
Warren,MI
Summary
Dynamic and results-oriented professional with extensive experience at United Wholesale Mortgage, excelling in critical thinking and team collaboration. Demonstrated ability to troubleshoot complex issues, significantly improving resolution efficiency. Trained and led teams, enhancing productivity and service levels. Skilled in remote technical support, showcasing adaptability and attention to detail. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Currently studying for Security + certification.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
United Wholesale Mortgage
05.2023 - Current
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed team member concerns and decided when to escalate problems to specialist team members.
- Diagnosed and troubleshot hardware and software issues.
- Researched and identified solutions to technical problems.
- Managed Duo accounts for team members and clients.
- Collaborated with internal teams to effectively resolve team member issues.
Product Support Analyst
United Wholesale Mortgage
12.2022 - 05.2023
- Performed troubleshooting and tested customer issues via phone, email, and Zoom.
- Diagnosed and troubleshot software application issues in FindAMortgageBroker.com, Blink, Brand 360 and Boost.
Senior Welcome Associate
United Wholesale Mortgage
06.2021 - 12.2022
- Exhibited high energy and professionalism when dealing with clients and team members.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new Welcome Associate team members regarding company operations, policies and services
- Assisted Team Leaders with tasks and team member help
Welcome Associate
United Wholesale Mortgage
08.2020 - 06.2021
- Exhibited high energy and professionalism when dealing with clients and team members.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
Skills
- Critical Thinking
- Attention to Detail
- Adaptability
- Team Collaboration
- Remote technical support
Certification
Foundations of Cybersecurity - March 2, 2024
Play It Safe: Manage Security Risk - March 31, 2024
Timeline
Service Desk Analyst
United Wholesale Mortgage
05.2023 - Current
Product Support Analyst
United Wholesale Mortgage
12.2022 - 05.2023
Senior Welcome Associate
United Wholesale Mortgage
06.2021 - 12.2022
Welcome Associate
United Wholesale Mortgage
08.2020 - 06.2021
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