Shiloh McDaniel
Business Software Support Specialist @1st Franklin Financial Corporation
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WORK HISTORY
Business Software Support Specialist @1st Franklin Financial Corporation
Delivering high-quality technical support to end users via phone and remote desktop tools, effectively resolving software and system-related issues; Accurately documenting support cases—including problem details, actions taken, and resolutions—using JitBit ticketing system; Collaborating with third-party vendors to troubleshoot and resolve complex software issues, ensuring minimal downtime for users; Providing targeted training to end users on desktop software, internal applications (NLS & DL4), and company policies and procedures at the branch level; Developing comprehensive “How-To” manuals and training materials to support ongoing learning and consistency within the support team; Conducting live and virtual training sessions for support team members to enhance understanding of NLS and DL4 systems, using Teams and real-case scenarios; Maintaining detailed Excel spreadsheets to track and analyze ticket data, ensuring accurate reporting and trend identification; Managing a wide range of complex ticket cases including legal judgments, bankruptcies, loan modifications, fraud investigations, and account extensions; Proactively communicating ticket status and resolutions to end users, maintaining strong relationships and setting clear expectations; Identifying recurring issues within NLS and collaborating with the development team to design long-term, scalable solutions; Assisting branches with Decision Lending export issues and coordinated with developers to resolve system-wide problems; Ensuring strict adherence to all company policies and procedures while maintaining efficiency in ticket resolution and administrative tasks.
EDUCATION
University of Tennessee at Martin
Bachelor of Science in Business Administration, Management Information Systems, General
ABOUT SHILOH MCDANIEL
I am currently an end user software support specialist, who truly enjoys finding the most…
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