Summary
Overview
Work History
Education
Skills
Timeline
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Mark Wilson II

Riverview,Michigan

Summary


Professional and prepared Application Support Specialist with strong focus on delivering effective solutions and ensuring optimal system performance. Experienced in troubleshooting, system administration, and user support. Known for fostering team collaboration and adapting to evolving needs. Reliable and results-driven with expertise in technical problem-solving and customer service.

Overview

4
4
years of professional experience

Work History

Application Support Engineer

Rocket Homes
07.2024 - 07.2025
  • Led troubleshooting efforts for application issues, ensuring minimal downtime and improved user satisfaction.
  • Developed comprehensive documentation for support procedures, enhancing team knowledge sharing and onboarding processes.
  • Maintained up-to-date knowledge of industry trends, allowing for innovative strategies in application support engineering.
  • Assisted with the integration of third-party applications into existing systems, enhancing overall functionality.
  • Wrote code for database applications.
  • Worked in Systems like AWS, Jiri, Five9, Salesforce, and splunk.

Business Support Analyst

Rocket Mortgage
02.2021 - 07.2024
  • Respond to online IT support requests from external clients having issues with the closing portal (Catch)
  • Resolve IT issues by utilizing, SQL, JSON, and XML to analyze integration errors
  • Evaluate external business needs and document findings to report to internal team members
  • Generate monthly performance monitoring statistics to meet executive team metrics using Microsoft Excel and them present trends to team.
  • Analyzed business processes to identify improvement opportunities and enhance operational efficiency.

Education

BA - Data Analytics

Southern New Hampshire University
07-2027

Certificate of Completion - Data Engineering, Analytics

Grand Circus
05.2023

Skills

  • Customer support
  • Network configuration
  • Technical troubleshooting
  • Technical issue resolution
  • SQL
  • XML
  • Excel
  • Coding

Timeline

Application Support Engineer

Rocket Homes
07.2024 - 07.2025

Business Support Analyst

Rocket Mortgage
02.2021 - 07.2024

BA - Data Analytics

Southern New Hampshire University

Certificate of Completion - Data Engineering, Analytics

Grand Circus

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Mark Wilson II