SKILLS:

Business Operations

Change Management

Operations

Time Management

Best Practices

Liaison

Computer Operations

ITIL

Peregrine

Service Level Agreements

Tivoli

Coding

Delphi

HTML

Notes Development

PMO

Project Plan

Team Lead

Sarbanes Oxley

SOX

Deployment

Migrations

Unspecified edi

Systems Analyst

Business Requirements

Process Improvement

Workflow

Workflow Documentation

Business development

Incident Management

Sarbanes - Oxley (Sox)

CSI

FEMA

Remediation

Documentation

IPC

Audit

Budget

Accounting

Claims

Actuarial

Personal Lines

Underwriting

Property and Casualty

Commercial Lines

Lotus Notes

Microsoft Office

Loans

Month End Close

Coaching

Training Programs

Software Distribution

Product Development

Product Manager

Agency Management

Team Player

QA quality assurance

Buying/Procurement purchasing

Architecture

User Testing

Service Center

Forging

Filings

Languages

English

EXPERIENCE:

Confidential

Process Manager/Senior Incident Manager

Responsibilities:

• Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations.
• Point of contact for all Major Incidents Proactively, coordinate and manage bridge calls where applicable.
• Monitor the incidents to ensure that the Service Level Agreements are respected Identify, initiate, schedule and conduct incident reviews
• Provide guidance to the Incident Process Coordinators
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable. Owns the process and supporting documentation for the process from a strategic and tactical perspective
• Approves all changes to the process and development of process improvement plans
• Defines policies for the organization regarding the process
• Accountable for the overall process efficiency and effectiveness
• Ensures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realized
• Promote and reinforce adherence to the process and policies associated with Incident Management
• Ensure the design of the Incident process aligns with the business and industry best practices
• Works in conjunction with Continual Service Improvement

Confidential

Underwriting Analyst

Responsibilities:

• Utilize work requests that range from rate and rule changes to large system enhancements to create requirements for system enhancements.
• Required analytical work involves developing detailed business requirements for I/T and Quality Assurance, planning project implementation and providing optional solutions, if needed.
• Constant coordination and interaction with project teams throughout the planning, scoping, coding and testing phases of each change
• Frequent collaboration with other CPI departments such as Underwriting, Product Development, Field Support, Actuarial, State Filings and General Counsel throughout the course of each project.
• When needed, involved in problem and recovery remediation.

Confidential

PMO and Change Management Analyst

Responsibilities:

• Implement change process, measure adherence to process and recommend changes where necessary. identify problems or potential problems, suggest improvements and modifications, work with various area experts to align goals with solutions.
• Provide change management training to the organization.
• Manage the weekly migration process which includes a weekly change management meeting, interaction with the Relationship Managers, developers and Quality Assurance staff to keep the scheduled migrations on track for weekly deployment.
• Regular communication to the organization on the application changes being made and the areas that they potentially affect.
• Guide the business users during user testing.
• Assisted in the implementation of Team Track - a workflow tool.
• Create and maintain change management, migration process and workflow documentation.
• Creating a workflow process within Team Track to monitor Projects, whereby there is one steady flow of work from project initiation to implementation.
• Will provide training and documentation to the organization.

Confidential

Product Manager

Responsibilities:

• Restructured the software release process such that software upgrades are now released in accordance with customer contractual agreements. analyze processes, identify problems or potential problems, Solicit, analyze and document a set of requirements that a solution to a problem satisfies, Act as facilitator among various organizational groups in order to discover potential risks and gaps within the proposed solution.
• Successfully created release documentation by coordinating the efforts of the development, architecture and QA teams.
• Established a weekly change process meeting.

Confidential

Change Manager

Responsibilities:

• Restructured the Infrastructure Change Process to such that they were guided by client Confidential but managed by ACS.
• Successfully manage the Sunday Change Coordinator role and have achieved 100% noon availability of all systems on Sunday.
• Established a cutover plan to role transitioned Confidential employees over to The Peregrine Service Center for Change Management of Infrastructure Changes.
• Liaison for ACS with the Confidential SOX audit team.
• Requested by customer Confidential to consult with various Change Management vendors on their behalf in their search for a new Change Management System.

Confidential

Information Technical Officer, Systems Analyst/Team Lead

Responsibilities:

• Designed the internationally used corporate Application and Infrastructure Change Management Tool.
• Projects for system enhancements were consistently delivered on or before deliverables.
• Successful team player with strong customer interface skills.
• Identify opportunities for Change Management System changes as well as workflow changes that would support business development strategies and would increase productivity.
• Initiate training programs.
• Work with audit teams, internal as well as Sarbanes Oxley in order to recommend system and procedural changes due to deficiencies found.
• Team Leadership responsibilities include coaching and guiding a team of 5 members in order to achieve a higher project success rate, provide statistical reporting to management on Infrastructure and Application Change Management, direct team members in their approach for continuing education, assist in team budget planning, partner with application areas in process improvement and partner with our international branches to coordinate changes that have a global effect on business.
• With a staff reduction of 2, service level agreements continued to exceed standards set by 10%

Confidential

EDI Specialist

Responsibilities:

• Responsible for supporting the Personal Lines Download System.
• Developed a tightly organized process that successfully streamlined what had been a complicated and cumbersome process.
• New process was responsible for a 25% increase in productivity.
• Also responsible for forging relationships with insurance agency management system vendors.
• Worked extensively with the Confidential Branch offices to educate and address issues relating to Electronic Commerce.

Confidential

Director of MIS

Responsibilities:

• Supervised the technology developments in 5 branch locations
• Responsible for the research and development of the agency automation system in an effort to increase office productivity and efficiency.
• Create training programs for all 3 facilities.

Confidential, West Lake

New Installations/Training Consultant

Responsibilities:

• Responsible for the software installation, parameter setup and training of new clients on The InFinity Agency Automation System, an Insurance Industry automation tool
• This process included communication with the insurance agency's management team, office principles, underwriting staff and accounting staff to gain an understanding of the workflow in each situation.
• This knowledge allowed for the proper coordination of existing agency workflow with the new automated processes.
• Responsibilities of new installations is extended to the first month end close.

Confidential

Computer Operation Manager

Responsibilities:

• Responsible for the research and development of the agency automation system in an effort to increase the productivity and efficiency of the office.
• Extensively involved in the Project Plan that was designed to automate this office that contained approximately 50 employees.
• Created training program, both new user and ongoing training which includes user manual specific to all departments within the company; claims, personal lines underwriting, commercial lines underwriting and niche market programs.
• Train, implement and oversee the computer operations of all departments within the company.
• Responsible for purchasing, installing and maintaining hardware and software. Designed the computer room in the new office location.
• This process included communication with the insurance agency's management team, office principles, underwriting staff and accounting staff to gain an understanding of the workflow in each situation.
• This knowledge allowed for the proper coordination of existing agency workflow with the new automated processes.