Tawny Laugisch
@tawnylaugisch
Detail-oriented IT Support Technician with strong problem-solving and customer service skills.
United StatesWhat I'm looking for
I am a dedicated Business Application Support Technician with over two years of experience in providing exceptional support and solutions in a fast-paced environment. My role at Rocket Mortgage has allowed me to hone my skills in data analysis, documentation, and client communication, ensuring a seamless experience for users. I take pride in my ability to identify patterns in user activity and proactively address challenges, contributing to improved operational efficiency.
Previously, I served as an IT Project Manager at MSI Credit Solutions, where I successfully implemented project management solutions and facilitated user training. My analytical skills were further developed through my experience as an IT Support Assistant, where I documented legacy systems and improved internal knowledge bases. I am passionate about leveraging technology to enhance business processes and deliver value to stakeholders.
Experience
Work history, roles, and key accomplishments
Business Application Support Technician
Rocket Mortgage
Mar 2021 - Aug 2023 (2 years 5 months)
Utilized various sources to pull metric data into Excel, parsing and compiling it into usable charts and tables for leadership meetings. Managed the team support email box for core business systems and software issues, identifying and communicating user activity patterns.
IT Project Manager
MSI Credit Solutions
Sep 2018 - Nov 2019 (1 year 2 months)
Promoted due to demonstrated project leadership skills, successfully implementing a Project Management solution and providing user training. Defined and communicated project milestones, resource allocation, timeframes, and risks to stakeholders and management.
IT Support Assistant
MSI Credit Solutions
Apr 2017 - Sep 2018 (1 year 5 months)
Assisted with IT support requests, set up user PCs, and managed Active Directory. Developed use cases, wireframes, and high-level UML diagrams to assist in the redesign of the Client Portal.
Contact Representative
Internal Revenue Service (IRS)
Nov 2016 - Apr 2017 (5 months)
Developed, analyzed, and evaluated information by researching computerized records across multiple online database systems. Conferred with taxpayers to discuss issues, laws, and regulations, resolving problems with returns and assisting with tax forms.
Administrative Assistant
Tripler Army Medical Center
May 2014 - Jul 2016 (2 years 2 months)
Analyzed training needs to successfully develop a new training program for departmental use. Queried data for reports, graphs, and presentations using spreadsheets and graphic software.
Education
Degrees, certifications, and relevant coursework
Southern New Hampshire University
BA Psychology, Psychology
Currently pursuing a Bachelor of Arts in Psychology. This program focuses on understanding human behavior and mental processes.
T.F. Riggs High School
High School Diploma, General Studies
Completed high school education and received a diploma. The curriculum provided a foundational understanding across various subjects.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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