•Maintain high performing service and support functions including business analysis, quality assurance, and production support•Develop and manage business analysts, quality assurance analysts, and service desk analysts•Oversees the planning, execution, and implementation of tasks•Owner of the Incident, Request, Change, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting, and establishing service improvement activities when required•Monitors and reports on the quality of results and uses these findings to determine improved documentation and/or training requirements or programs•Monitor, control, and support service delivery; ensuring systems, methodologies, and procedures are in place and followed•Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner•Work with internal and third-party teams to ensure actions are taken and completed to ensure and improve services•Ensures that the recommended solution meets business needs and puts FMI in a positive competitive position

• Provided software implementation support and project management within the P&C insurance industry• Assisted in requirements gathering and documentation to articulate business needs of the client to the software engineers and consultants• Created and designed workflow and process improvement diagrams to aid in building system workflow processed• Managed the quality assurance process and end-to-end testing efforts by creating testing procedures and test cases with input from Subject Matter Experts and Business Analysts• Reported defects and reworks back to engineers and consultants to ensure corrections are made to failed requirements and then performed QA Testing on defects• Created and designed end-to-end testing procedures/plans as well as writing test scripts for UAT