Rolando Tirado

Encompass Administrator Managed Encompass LOS platform to streamline sales and operations workflows for Retail and Wholesale channels.

• Designed and implemented business rules, DDM, custom forms, documents, templates, and workflow tools to improve efficiency and reduce processing time.
• Resolved end-user system issues and hard stops, coordinating with IT teams to minimize disruptions and maintain productivity.
• Coordinated technology vendor relationships and system integrations, managing updates, APIs, and service providers, pricing engines, MI systems, verification platforms, and government/GSE agencies including Fannie Mae, Freddie Mac, FHA, VA and USDA GUS.
• Created and maintained operational and performance reports within Encompass to support data-driven decision-making.
• Demonstrated advanced expertise in Input Form Builder and VNET form customization and coding.
• Administered Encompass user hierarchy, personas, permissions, and access controls across the organization.
• Onboarded new Loan Officers and operations staff by provisioning equipment, system access, and required tools.

Oversaw systems administration for virtual infrastructure, ensuring efficient operation.

• Served as System Administrator managing virtual infrastructure, including file servers, DNS, DHCP, and Active Directory environments running on VMware platforms such as ESXi and vSphere.
• Managed network security infrastructure including WatchGuard firewalls, switches, and wireless networks using Ubiquiti solutions.
• Implemented and maintained network security, monitoring, and performance optimization.

Microsoft 365 Administration (Additional Responsibilities)

• Administered the organization’s Microsoft 365 environment, including:
  User and group management
  Dynamic distribution lists
  Licensing and access control
  Multi-factor authentication (2FA) configuration
  Security and compliance settings
  Email archiving and mail flow rules
• Managed deployment of the Microsoft Teams phone system with SMS-enabled business communication.

Security & Infrastructure (Additional Responsibilities)

• Collaborated with security vendors including GoDaddy, Red Sift, and Proofpoint to strengthen email security.
• Maintained and optimized email authentication protocols (SPF, DKIM, DMARC) to protect against phishing, malware, and unauthorized access.
• Deployed and managed endpoint protection using OpenText (formerly Webroot).
• Implemented offline company backup infrastructure using Synology systems.
• Managed remote support and access tools including Splashtop and ConnectWise Control.

• Resolved technical issues for customers using various support tools.
• Supported users in software installation and troubleshooting to ensure seamless operations.
• Used remote login tools to assist clients with technical and product questions.
• Provided product training and guidance to enhance user experience.
• Collaborated with teams to improve support processes and customer satisfaction.
• Analyzed recurring issues to identify potential improvements in service delivery.
• Established user accounts with tailored access privileges to enhance system security and user experience.