OBJECTIVE

Obtain a position where I can maximize my skills in application testing, quality assurance, data analysis, project management, and customer relations.

May 2011 to Nov 2011 Software Implementation Consultant
Confidential
Mount Prospect, IL 60056

Provide business & technical consultation services for installation and configuration of ConnectWise PSA system. Accountable for each feature of system functionality, account setup and customization, pre-deployment testing, user training, and product documentation. Set up multiple service boards and dispatch practices for technicians and engineers, service templates for automatically recurring tickets, and workflow procedures for the Support Services Department.

Feb 2009 to Apr 2011 Business Analyst
Confidential
University Park, IL 60466

Performed intensive manual quality assurance testing and defect analysis for proprietary .Net policy processing web application for the Cincinnati Insurance Companies. Strong analytical and product management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements. Elicited requirements using interviews, document analysis, existing requirements documentation, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis. Critically evaluated information gathered from multiple sources, reconciled conflicts, deconstructed high-level information into details, abstracted up from low-level information to a general understanding, and distinguished user requests from the underlying true needs. Acted as weekly build test manager on a rotating basis with other analysts, which involved scheduling, documenting, and assigning test criteria to the testing team.

Proactively communicated and collaborated with external and internal customers to analyze information needs and functional requirements.

• Performed intensive comparative manual testing of several application iterations prior to go-live of a major version upgrade for 29 states and 6 lines of business for the Cincinnati Insurance Companies.
• Performed complex analysis of customer reported defects - which involved replication of defects in local and web-based applications, researching customer requirements, and communication and assignment to developers as necessary.
• Performed high-level and sweep testing for weekly software build(s).
• Trained new testers on the application and testing processes.

Responsible for all IT related functions, such as network administration, user account management, NEC phone system management, desktop support, strategic and budget planning, mobile communications management (i.e. cell phones and Blackberry Enterprise services), Investigated new technologies. Created technical specifications, negotiated with vendors, and was responsible for all technology purchases. Worked closely with company partners, account managers, and sales and marketing professionals. Performed all Applied Systems (The Agency Manager) database management and support, local Citrix administration, and was also the secondary Sales Resource Administrator for HUB Scheer's.

• Managed local portion of network, desktop, and data migration to HUB domain
• Negotiated vendor contracts that saved approximately $15,000 per year in office expenses
• Created a new commercial proposal template in the company's agency management application that is currently under consideration for HUB-wide deployment.
• Acted as liaison for all outsourced services.

Jan 1999 to Feb 2001 Network Administrator
Confidential
St. Charles, IL 60174

Responsible for installation, configuration, and maintenance of PCs, Macs, networking equipment, network operating systems, and desktop support for approx. 100 users. Trained users in MS Office applications and Windows usage. Duties included troubleshooting and resolving network and desktop issues as well as managing vendor contracts.

• Planned and managed installation of initial company LAN
• Installed and configured an Exchange server as the first company-wide email solution
• Integrated desktop pcs with legacy UNIX-based software application

Dec 1997 To Jan 1999 Network Technician
Confidential
Ullin, IL 62992

Administered and assisted in network design, implementation, and organization for a small community college. Diagnosed desktop and network problems; monitored underlying communication protocols and supported network hardware and software, maintained application data integrity and availability and performed training for the college faculty and staff in the use of new network applications.

Mar 1989 to Jun 1996 Technical Information Specialist (main position)
Confidential
Ridgecrest, CA 93555

Acted as an information specialist in the Technical Library, this position included maintaining secure inventory database of classified materials, managing information vendor contracts, acting as purchasing manager for the Library, and creating graphic materials for Library use.

Contract Documentation Specialist (previous position)
Responsible for creation and proofreading of Public Works department contracts from Federal Acquisition Regulation templates. Position required extensive communication with architects/engineers and contractor personnel. Maintained database of custom forms and specifications.

EDUCATION

China Lake Naval Weapons Center
Coursework in Business Administration/MIS
Coursework in Business Administration/EDP

LICENSES

Current Illinois Property and Casualty Insurance Producers License