Nicholas A. Eichholz
Summary
My primary goal is to find an organization that utilizes my skills and expertise, and supports my growth within. I'm an enthusiastic individual experienced in analyzing issues on service calls and finding effective solutions. Offering engaging and pleasant personality with expertise building customer relationships while using my outstanding diagnostics skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
IT Help Desk Technician II
Mortgage Solutions Financial
12.2022 - Current
- Utilize ticket tracking system to document all support incidents.
- Creates and maintains, detailed and complete, Helpdesk documentation
- Reporting of metrics and KPIs for the Helpdesk.
- Identify opportunities for automation, and assist with the development of automation systems to address those opportunities.
- Participation with research, planning, scoping, implementation and ongoing support for projects.
- Participation with maintaining inventory of hardware, software and support assets.
- Capability to self-motivate, work independently and taking ownership of job responsibilities.
- Experience working with multi-tiered ticket handling/resolution systems
- Provide tier 1 and tier 2 IT support.
- Enforces IT standards and educate employees about compliance issues.
- Performs other related duties as assigned - Assisted in moving company Technology structure to new building, always promptly helping Maintenance with projects. Creating cabling projects for running new wire throughout the new building. Perform tasks on site of branches when needed.
IT Help Desk Team Lead
Mortgage Solutions Financial
10.2022 - 12.2022
- Coached team members in techniques necessary to complete job tasks.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Took on additional job duties during unexpected backlog, resulting in meeting project target date.
IT Help Desk Technician I
Mortgage Solutions Financial
10.2020 - 10.2022
- Executed diagnostics, troubleshooting and evaluations on all facets of day to day applications and hardware.
- Answering employee questions regarding computer systems
- Gathering and analyzing data to diagnose problems with computer systems
- Changing configurations, settings and permissions to fix computer issues
- Generating sign ins for new hires during the onboarding process
- Installing new software and hardware drivers and updating existing ones as needed
- Logging all service requests and updating tickets as needed
Quality Control Auditor
Mortgage Solutions Financial
09.2019 - Current
- Support every aspect of internal audit quality system program from audit planning, implementation, feedback and re-audit as required
- Identify areas requiring training and ensure gaps are completely filled within given time frame and collaborate with supervisors for performance enhancement of least performing personnel
- Identify, estimate and correct deviations and defects in quality system process to assure all loans meet each states guideline
- Inspect, monitor, record and report quality data for production and incoming Inspection activities to assist in operations.
- Identified issues of non-compliance and elevated reports to senior personnel.
Secondary Marketing Analyst
Mortgage Solutions Financial
03.2019 - 09.2019
- Responsible for pricing and confirming loans, responding to phone and emails efficiently concerning lock desk requests and maintaining organization within the Lock Desk itself
- Handled settlement process of mortgage backed securities, including notification and distributions of delivered securities
- Analyze risk and pricing base on loan criteria for capital market bulk bids while also processing, shipping and delivering collateral to custodians.
Post Closer
Mortgage Solutions Financial
02.2017 - 03.2019
- Responsible for coordinating the resolution of conditions identified by the investor during purchase review and responsible for verifying the accuracy of information in the mortgage loan closed files and being proactive to clear any post-closing deficiencies
- Reviews the mortgage documentation to ensure that all prior-to-closing/closing conditions are in file
- Requests payment for MI premiums and orders insurance and guaranty on government files.
- Worked with warehouse banks to manage shipment of collateral documents.
- Completed post-closing quality control evaluations of originated mortgage loans.
- Checked accuracy and completeness of all paperwork.
- Reviewed and validated details of loan applications and closing documentation.
Loan Coordinator
Mortgage Solutions Financial
12.2015 - 02.2017
- Responsible for verifying accuracy of loan application and supporting documentation to insure all required submissions quality assurance requirements are met in accordance to company standards
- Verify all disclosures are provided in accordance with state, federal, agency and company compliance standards before approving loan for Underwriting
- Meet crucial submission and closing deadlines while being able to prioritize files
- Data entry into Byte and reaching out to clients for additional documentation when needed.
- Maintained strict confidentiality of bank records and client information.
Technical Care Specialist
T-Mobile USA
03.2014 - 12.2015
- Provide accurate, prompt, and consistent resolution to technical problems by following Standard Operating Procedures, create and notate service tickets for each call.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Service Advisor
Heuberger Motors
02.2013 - 03.2014
- Initiated automotive services and repairs by ascertaining performance problems and services requested
- Verified warranty and service contract coverage
- Developed estimates and wrote repair orders and maintained customer rapport and records.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Escalated incidents to next level to remain compliant with company's standards and procedures.
Data Entry Specialist
LexisNexis
09.2011 - 08.2012
- Responsible for ensuring information for legal court dockets are accurate and up to date as possible for the Legal Research Team.
- Compiled data and reviewed information for accuracy prior to input.
- Managed workflow scheduling, data entry and accuracy verification for large data projects.
- Reviewed and updated client correspondence files and database information to maintain accurate records.
- Kept optimal quality levels to prevent critical errors and support team performance targets.
Support Staff
Urban Lending Solutions
10.2010 - 09.2011
- Responsible for readiness of loans to be completed and dispersed to loan officers
- Inspected loan applications for completeness and filed for next step.
- Assisted employees with making copies, sending faxes and filing paperwork.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed filing system, entered data and completed other clerical tasks.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
Education
High School Diploma -
Mesa Ridge High School
Skills
- High-level knowledge of commonly used software, hardware and applications
- Strong oral communication skills to gather information from employees and explain complex technical concepts in simple language
- Demonstrated written communication skills to create useful support logs
- Analytical and problem-solving skills to troubleshoot and diagnose issues
- Time management skills to provide updates and fixes within a promised time frame
- Multitasking skills to assist multiple employees at once
- Observational skills to recognize warning signs that indicate potential problems
- Customer service skills to interact professionally and positively with employees and coworkers
Certification
- MD-100T00-A WINDOWS 10
- 2022 Cybersecurity Training - SEC-106
- Currently Studying Microsoft Defender courses via Microsoft in order to get certification in this course.
Timeline
IT Help Desk Technician II
Mortgage Solutions Financial
12.2022 - Current
IT Help Desk Team Lead
Mortgage Solutions Financial
10.2022 - 12.2022
IT Help Desk Technician I
Mortgage Solutions Financial
10.2020 - 10.2022
Quality Control Auditor
Mortgage Solutions Financial
09.2019 - Current
Secondary Marketing Analyst
Mortgage Solutions Financial
03.2019 - 09.2019
Post Closer
Mortgage Solutions Financial
02.2017 - 03.2019
Loan Coordinator
Mortgage Solutions Financial
12.2015 - 02.2017
Technical Care Specialist
T-Mobile USA
03.2014 - 12.2015
Service Advisor
Heuberger Motors
02.2013 - 03.2014
Data Entry Specialist
LexisNexis
09.2011 - 08.2012
Support Staff
Urban Lending Solutions
10.2010 - 09.2011
High School Diploma -
Mesa Ridge High School
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