•Assist with managing a 100-person IT team both onsite and offshore, allocating resources to ongoing projects and production support needs and ensuring milestone deliveries are completed on time within budget and with quality.•Attend and contribute to weekly status meetings with senior leadership on production support and project related discussions that included changes to our business approach, defect and backlog management solutions. Included and implemented application owners review and sign off procedures on all project and defect work which resulted in an overall quality increase from 50% to 98% in a span of a year.•Responsible for developing a plan to reduce the growing backlog of production issues for Kemper’s applications. Developed and successfully implemented a plan to reduce production backlog of 800 defects to under 100 within an 8-month period for my applications and exceeding our service level agreements for the last 2 years. •Aid in developing functional requirements and test strategies for business systems analysts and quality analysts that are in line with current processes and procedures defined by leadership. •Conduct root-cause analysis of problems, evaluate options, and provide recommended solutions to impacted parties. •Produce trending reports for production defects to determine potentially higher risk production issues that need to be escalated for resolution. Trending reports have provided a 75% improvement in addressing defects before they are escalated to executive leadership.•Participate in policy-related and regulatory assurance and audit reviews. Work closely with audit teams to streamline Kemper’s quarterly audit process with in an 80% increase in our turnaround time to the audit team beginning in 2016 to current date. •Identify and provide feedback to managers on possible segregation-of-duties, access conflicts, and work with the appropriate managers to develop an appropriate resolution.

•Designed and developed new set of Kemper Preferred billing forms.•Minor Java and JavaScript programming with XML and XSL within Thunderhead NOW to create document solutions for policyholder documents.•Responsible for clearly defining technical issues to Business Analysts for resolution solutions.•Facilitate meetings for conflict resolution between internal and external business partners•Facilitate meetings that review the use of new XML tags for specific system requirements when accord standards cannot be used. •Milestone delivery for third party and internal projects•Began work on migrating all Kemper Preferred’s existing Quoting Documents, Commission Statements, and Policy Jackets to utilize the Form Service rather than using outside vendors for document creation. •Mentoring team members in writing and executing quality test cases.•Create and assign defects to developers or BA’s for coding or requirement resolution.•Facilitate daily QA standup meetings for all QA’s reviewing all projects for production release.•Facilitate test strategy meetings between IT and business stakeholders to cover all testing requirement guidelines.•Coordinate test execution between QA’s. •Develop a regression test bed that is applied after each code promotion to verify system integrity.

• Wrote business requirements for new projects or system enhancements• Tested cases and executed for both internal and external systems• Lead collaboration meetings between Kemper IT, Business stakeholders and third party developers • Responsible for clearly defining technical issues to Business stakeholders for resolution solutions.• Managed project lifecycle for business incentive projects with third party vendors• Wrote and maintained mapping specifications for internal and external partners• Mentored team members in writing and executing quality test cases• Facilitated meetings for conflict resolution between internal and external business partners• Responsible for project analysis, development and implementation through Agile methodology. • Milestone delivery for third party and internal projects• Managed the distribution of incoming tickets to the various business analysts in production support.• Tealeaf Administrator, managing and creating various reports for IT managers and business partners.• Part of a team responsible for leading Kemper Business groups in defining high level requirements and their gaps for our transition into a new back-end system being developed through Exceed (CSC).• Designed and implemented of a document generation service for customers as part of a document service.• Project Management for low to high level projects managing multiple teams from a projects inception through to production release.

Duties Include:• Analyzed third party system requirements for internal and external integration• Reviewed business requirements on any production defect opened to determine if implementation teams missed requirements during collaboration sessions or via system testing.• Developed reporting for use by Senior Staff using Tealeaf.• Mentored team members with ticket triage and roll coordination.• Managed and distribute the incoming heat tickets to Production Support analyst for triage. • Facilitated meetings for conflict resolution between internal and external business partners.

Duties Include:• Provided technical and data entry support to agency, company and management staff.• Provided connectivity training and support to agents and internal associates.• Conducted training sessions for department staff and company personnel.• Created training and department procedure manuals.• Backup for ticket escalations.• Key department representative for stand-up or inter-departmental meetings.• Provided direct assistance and follow up to agency managers or technical.

Duties Include:• Mentored and develop consultants as well as provide “Just in Time” support on the call floor.• Quality monitoring sessions with consultants.• Provided skill transfer sessions for call control, member connect, de-escalation and soft skills.• Trained consultants on call flow guidelines/ processes, de-escalation training and conflict resolution.• Acted as the primary point of contact for escalated calls.• Supervised and reported consultant call performance. • Acted as the primary resource for all trainer assistant duties.