Luke Yurchak

Role Overview Key Responsibilities Technical Skills & Experience Microsoft SQL XML / JSON Microsoft Azure / Entra / Active Directory Mortgage Industry Knowledge

September 2016 – Present Hired full‑time May 2017 after initial temporary contract

Provided advanced technical and non‑technical support for MortgagebotPOS, a SaaS platform used by banks and credit unions for online mortgage and consumer loan applications. Supported clients across the U.S., requiring the ability to translate complex technical concepts for mortgage professionals while also learning and applying industry‑specific mortgage terminology and regulatory nuances.

• Managed high‑volume customer support cases through Microsoft Dynamics CRM and Salesforce, handling 10–20 calls daily in a call‑center environment while maintaining clear communication via phone, email, and CRM.
• Translated technical issues into clear, actionable guidance for mortgage‑focused users with varying levels of technical proficiency.
• Created customer‑facing Knowledge Articles to support self‑service and documented troubleshooting steps, system changes, and internal knowledge in OneNote.
• Reviewed, tested, and approved upcoming software releases; assigned testing tasks to colleagues and validated their results.
• Evaluated colleague case work using scorecards and conducted review sessions to ensure process adherence, technical accuracy, and customer satisfaction.
• Served as SME for production update statements submitted by Support for MortgagebotPOS.
• Worked extensively with multiple SQL databases in a commercial production environment.
• Troubleshot customer issues involving database errors, system behavior, and mortgage calculations.
• Wrote custom SQL queries, including complex joins, to diagnose issues efficiently.
• Authored and executed production update statements on live databases.
• Used SQL to analyze error messages, user sessions, and transmission histories.
• Troubleshot internal and third‑party integrations by analyzing XML and JSON logs.
• Collaborated with external support teams to resolve integration failures.
• Became SME for a new JSON‑based integration; built an HTML/JavaScript tool to parse and display JSON logs in a readable format, later adopted by multiple departments.
• Supported multiple infrastructure upgrades, gaining hands‑on experience across Microsoft’s cloud ecosystem.
• Assisted clients in configuring Azure tenants and troubleshooting on‑premise servers via screen sharing.
• Guided smaller clients through MS Entra setup for Single Sign-On, including diagnosing policy‑related issues.
• Leveraged Azure services to analyze application traffic, logs, and error messages as the platform evolved.
• Developed strong understanding of the U.S. mortgage market, including regional terminology, acronyms, regulatory differences, and borrower‑specific requirements.
• Adapted communication and troubleshooting approaches to meet the diverse needs of financial institutions across the country.