SUMMARY:

• Strong leadership skills with strengths in analyzing and improving methods with over six years’ experience in the computer and business fields with progressive advancements
• Proven ability to help in the design of systems for quick access to vital information
• Ability to work effectively in a team environment within a diversified workforce

PROFESSIONAL EXPERIENCE:

Confidential, Dearborn, MI

CITAM/Sr. Application Assoc./SN Trainer/System Admin

• Establish guidelines and standards for the IT assets within the organization
• Identify and mitigate risk associated with IT Assets within the organization
• Maximize the value of the IT Assets within the organization
• Establish policies related to IT assets within organization
• Coordinate with other departments as they interact with the IT assets within the organization
• Coordinate acquisitions of IT assets within the organization
• Build communication and educational paths throughout the organization as it relates to IT asset
• Coordinate projects as related to IT assets within the organization
• Research, comprehends and communicates regulatory and legislative issues as related to IT assets within the organization
• Establishes guidelines and maintain all documentations as related to IT assets within the organization
• Identifies, coordinates and maximizes the value of vendor relationships as related to IT assets within the organization
• Manage all tracking and inventory of IT assets within the organization ensuring that each are properly identified and be accounted for all the time
• Create and manager repeatable processes within each of the Key Process Areas of the program to ensure goal achievement, maximum value and minimal risk for the organization
• Configuration/Customization of ServiceNow system including workflows
• Receives specifications form the IT department and delivers a product/release that meets the needs presented. Create Requirements, Definitions and Technical Specifications Documentation
• Load, manipulate and maintain data between ServiceNow and other systems
• Researches and Deploys new release and/or enhancement into ServiceNow live environment
• Performs system testing with sample/live data with the Support of Team members from both ServiceNow and outside teams
• Maintains and support ServiceNow operational functions
• Maintains SLA’s for the company
• Develop workflows and forms as needed for the business
• Find new ways to automate existing business functions
• Provides training for the ServiceNow modules that are being used
• Analyzes existing tools and evaluates trends with a focus on Continuous Strategic Improvement and leads/assist with initiatives
• Manages/assist with deployment of supported applications
• Works with stake holders to determine application and reporting needs, develops and designs appropriate applications and reports
• Identifies, configures, tests and troubleshoots problems, performs root cause analysis and provides forward thinking for long term technical solutions with the ServiceNow Team
• Monitor our team incidents and take ownership within the resolution SLA
• Promotes active listening with team members Contributes appropriately to conversations
• Encourages fellow team members to make innovative contributions and embrace new ideas
• Day - to-day investigation of customer and system reported issues of our ServiceNow platform
• Monitor, Update and Retire Configuration Items
• Move data in/out using import sets
• Harvesting of Software from machines

Confidential, Dearborn, MI

Senior Application Associate/System Administrator

• Configuration/Customization of ServiceNow system including workflows
• Receives specifications form the IT department and delivers a product/release that meets the needs presented. Create Requirements, Definitions and Technical Specifications Documentation
• Load, manipulate and maintain data between ServiceNow and other systems
• Researches and Deploys new release and/or enhancement into ServiceNow live environment
• Performs system testing with sample/live data with the Support of Team members from both ServiceNow and outside teams
• Maintains and support ServiceNow operational functions
• Maintains SLA’s for the company
• Analyzes existing tools and evaluates trends with a focus on Continuous Strategic Improvement and leads/assist with initiatives
• Manages/assist with deployment of supported applications
• Works with stake holders to determine application and reporting needs, develops and designs appropriate applications and reports
• Identifies, configures, tests and troubleshoots problems, performs root cause analysis and provides forward thinking for long term technical solutions with the ServiceNow Team
• Encourages fellow team members to make innovative contributions and embrace new ideas

Confidential, Dearborn, MI

IT Analyst-Configuration/Change Management

• Analyzing and identifying out-of-box solutions that conflicted with current model workflow
• Assisted in the management of Change Control Reports and CIF’s for changes that were to be completed during the week.
• Researched the system to determine causes of various failures; then defined, tested and implemented detail solutions
• Completed Configurations within ServiceNow as needed

Confidential, Dearborn, MI

Claim Specialist

• Paid and negotiated claims in the guidelines of the Michigan State Laws
• Maintained and retained customer relationships for the company
• Investigated and managed medical and wage loss claims
• Made liability and subrogation decisions based on the facts given
• Worked with attorneys on medical and wage loss decisions
• Worked with providers on making decision on medical claims
• Monitored and adjusted reserves as appropriate
• Worked closely with the State of Michigan to ensure claims were paid appropriately

Confidential, Howell, MI

Associate Medical Representative

• Paid claims in accordance with the Michigan State Laws
• Worked closely with attorneys both internal/external to provide the customer with the best outcomes related to their claims
• Investigated and managed medical and wage loss claims
• Made liability and subrogation decision based on the information received

Confidential, Plymouth, MI

Associate Medical Representative

• Maintained various customer accounts
• Fast Tracked treat and release personal injury claims
• Paid claims in accordance with the Michigan State Laws
• Investigated and managed medical and wage loss claims