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Detail-oriented and  quick learner IT  professional with proven  expertise in software  support, quality, QA  testing, and  documentation to improve  business productivity  and efficiency as well  as delivering  exceptional results

- Isolated, identified, investigated, analyzed, escalated, and resolved mobile workforce software issues based on ERP systems: Sage 300 and Microsoft Dynamics Great Plains (GP), SL, AX and NAV

- Documented all incidents; developed documents for customer support and problem resolution knowledge-base

PRODUCT IMPLEMENTATION ENGINEER

- Troubleshot, tested and identified the possible cause of incidents; determining the appropriate course of action to resolve the issues with minimal disruption, and establishing processes to ensure application availability 

- Assisted in developing and revising policies and procedures for supporting new and ongoing applications

APPLICATION SUPPORT ANALYST

- Analyzed and resolved workflow/risk management applications such as installation and related SQL server issues

- Executed extensive Software/QA testing for new releases, fixing bugs and defects as well as new enhancements

- Created/edited wide range of documents including product upgrade, QA documents and knowledge-base articles

SOFTWARE QA/SUPPORT ANALYST

- Analyzed and troubleshot critical loan servicing applications in a face-to-face interactions with clients 

- Supported applications: Over 40 mortgage, refinancing, home retention, loan modification and underwriting applications such as CRM Tool (Salesforce), Stewart, LPS, FILENET by extensive use of Maximo  

- Assisted users with application access as well as contributing to the application knowledge-base

- Delivered competent software phone support to customers of all industries such as banking, medical, financial, legal, educational and religious institutions in the 7x24x365 environment 

- Assisted developers, QA and escalation teams with software upgrades, fixes, patches, testing, bugs and defects 

- Edited product manual, created Q&A documents and contributed to product knowledge-base and research

TECHNICAL SUPPORT SPECIALIST

Find out detailed information about Mark Shahidi,  in Mission Viejo, CA

Mark Shahidi: in Mission Viejo, CA

Mark Shahidi

FieldConnect, Inc.

Accurate Background, Inc.

Financial Tools, Inc.

Bank of America

Vision Solutions, Inc.

Seneca College