Senior Production Application Analyst Resume

SUMMARY

Experienced IT and business professional with progressively responsible positions in sales, marketing, account management and IT Operations. IT Operations experience includes process ownership and improvement within fast paced 24x7x365 operation. Proven incident, problem and change management advocate with a general understanding of systems administration and systems analysis type processes. A solid business sense and very strong customer service skills. Eager for new challenges and opportunities to contribute to the success of an organization.

PROFESSIONAL EXPERIENCE

Confidential,Chicago, IL 1997- 2010
Nation’s leading provider of advanced software, workflow tools and enabling technologies to the automotive claims and collision repair industries. Client base includes more than 350 insurance companies and more than 20,000 repair facilities.

Senior Production Application Analyst 2006 - 2010)
Led end to end incident management for customer facing technical operations issues in a 24x7x365 environment and served as liaison between CCC’s internal IT support teams and the customers. Assisted in the definition, documentation and overall administration of IT services. Excellent verbal/written communication skills. Communicate with business partners, internal audiences, technical analysts, developers, and other cross functional staff.

Key member of team responsible for management of all significant incidents and problems from start to finish.
Created complex data analysis in support of ad-hoc and standing reporting requests for customers and management.
Oversaw quality assurance of all custom applications and custom interfaces within the IT Infrastructure Library (ITIL) framework.
Leveraged with team to create efficiencies within IT Operations Service Desk resulting in 30% faster response time.
Promoted, after one year, to Senior Production Analyst for frequently exceeding all expectations.

Senior Specialists 2001-2006)
Key advocate within the Client Services Group for insurance accounts. Responsible for internal set-up and problem resolution. Collaborated daily with internal departments to exceed client expectations.

Administered internal processes for major insurance clients with combined annual gross sales of $5 million.
Optimized performance of Claims Operations by taking responsibility and accountability for process and procedural improvements reducing response time to customers by 40%.
Oversaw the implementation of software upgrades in an efficient and cost effective manner.
Awarded "Specialists of the Year" in 2004 and received numerous accommodations and awards for exceeding expectations.

Territory Manager 1997-2001)
Developed and executed client related service plans consistent with business objectives. Partnered with Insurance Claims Managers in Florida, analyzing insurance industry trends. Consistently maintaining client relationships to assist in minimizing risk, reduce operating expenses and drive sustainable growth and profitability.

Trained local adjusters, appraisers and managers with how to use CCC products.
Garnered additional revenue from up selling/cross selling opportunities.

Confidential,Chicago, IL 1988-1996
Nationally recognized leader in technology-enabled in-person and automated service delivery, particularly in regulated, highly complex environments.

Account Executive
Conducted market surveys and analysis for the automotive industry. A client base that included the manufacturers of Land Rover, Infiniti, Hyundai, Ferrari, Mercedes-Benz, Nissan and American Hawaii Cruises.

Managed quality control of customer information systems.
Created relational database for television/print ads to increase new vehicle sales over 60%
Developed customer satisfaction indexing program to augment programs for insurance companies.
Developed phone/mail survey to generate higher occupancy rates for three American Hawaii Cruises cruise liners.

Confidential,Chicago, IL 1987
Mail Handler/Machine Operator

EDUCATION

Business Administration

PROFESSIONAL DEVELOPMENT

Microsoft Suite, Lotus Notes, Vantive, Vitria Business Ware, Oracle (CRM)

CERTIFICATION

ITIL Foundations V3 Certificate
Franklin Covey Time Management Certificate

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