Ian Brooks

Experience

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  Direct Patient Logistics

  May 2016 - Jul 2017

  Tier I Technical Support

   Managed 100+ daily patient transfer requests across multiple states, ensuring seamless communication and coordination with partner hospitals. Collaborated with external stakeholders to facilitate time-sensitive transfers, strengthening operational efficiency.

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  Ellie Mae

  Aug 2017 - Sept 2021

  Software Analyst

   Focused on resolving customer issues within Encompass Smart Client, with specialization in web and mobile applications. Delivered high-level remote technical support across multiple platforms, significantly improving the customer experience. Recognized as a subject matter expert and key resource across departments, sharing technical insights and troubleshooting strategies.

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  ICE Mortgage Technology

  Aug 2021 - Jan 2024

  Tier 2 Software Analyst

   Partnered with engineering teams to resolve complex issues in Encompass Web LOS, Consumer Connect, and TPO Connect LOS systems. Utilized JIRA and Salesforce for precise bug tracking, escalation, and documentation of enhancement requests. Employed advanced technical skills and effective communication to swiftly identify, diagnose, and resolve both customer-reported and internally identified issues, enhancing client satisfaction.

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  Fiserv

  Jan 2024 - Nov 2024

  QA Analyst

   Developed and executed in-depth test scripts for new development features, ensuring software performance and reliability. Created detailed, user-friendly product documentation, significantly enhancing team and client understanding. Gained hands-on experience with APIs to streamline workflows and enhance integration capabilities.