Harry Cepis

• Communicated effectively with team members to deliver updates on project milestones and deadlines.
• Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
• Prioritized roadmap in order to achieve product goals and metrics.
• Liaised with clients to better understand business needs and current market landscape.
• Managed product demonstrations and testimonials for performance evaluation.
• Increased customer satisfaction, gathering and incorporating extensive user feedback into product improvements.

• Identified critical issues within existing systems, providing recommendations for resolution and prevention of future problems.
• Facilitated communication between technical and non-technical team members, ensuring project alignment across all parties involved.
• Helped deploy system enhancements to improve field operations.
• Collected, defined and analyzed business requirements.
• Collaborated with stakeholders to gather essential requirements, ensuring successful project outcomes.
• Provided excellent customer service by addressing user inquiries promptly and professionally, resolving issues efficiently wherever possible.

• Conducted regular testing of new software releases, ensuring seamless integration and minimal disruptions for endusers.
• Served as a subject matter expert on company software products, providing guidance to both internal teams and external customers.
• Expedited issue resolution times with thorough root cause analysis, developing long-term fixes rather than temporary workarounds.
• Developed comprehensive documentation for commonly encountered issues, empowering users to self-troubleshoot effectively.
• Proactively identified recurring issues, suggesting improvements to the development team for future product updates.
• Maximized productivity by utilizing remote access tools to diagnose and resolve problems from any location quickly.
• Provided exceptional customer service through clear communication, empathetic listening, and diligent problem-solving efforts.
• Communicated complex technical concepts clearly to non-technical users, leading them confidently through troubleshooting steps without frustration.
• Delivered personalized training sessions on software features and functionalities for both novice and experienced users.

• Increased efficiency by creating and maintaining an organized knowledge base of known issues and solutions.
• Expedited issue resolution times with thorough root cause analysis, developing long-term fixes rather than temporary workarounds.
• Enhanced customer satisfaction by resolving software-related issues promptly and efficiently.
• Improved software functionality by providing timely technical support to endusers.
• Conducted regular testing of new software releases, ensuring seamless integration and minimal disruptions for endusers.
• Maximized productivity by utilizing remote access tools to diagnose and resolve problems from any location quickly.
• Established strong working relationships with clients through consistent follow-ups on resolved issues and proactive assistance where needed.

Assisted customers installing Y2K updates to their ADP payroll software.

• Conducted onsite reviews of lenders mortgage servicing practices.
• Identified and documented any servicing practices that were out of compliance.
• Worked closely with the lenders to resolve all issues in a timely manner.

• Analyzed mortgages purchased by Fannie Mae to select loans to be reviewed by underwriters.
• Worked with real estate appraisers to assure that the property values were accurately calculated.
• Created and ran weekly and monthly reports that tracked team activities.

• Calculated closing costs for all mortgages.
• Generated all closing documentation for mortgages.