Christa Cohee Email & Phone Number

RLI is a U.S.-based specialty insurer that serves niche property, casualty and surety markets. As a Senior Business Analyst, I support the Enterprise and RPA teams in analyzing business process to identify opportunities to improve efficiency or effectiveness, document process requirements, and communicate them clearly to stakeholders, facilitators and business partners.

Lansing, Michigan, United States

The Department of Technology, Management and Budget supports the business operations of the state agencies through a variety of services including Information Technology project delivery, maintenance and support. Provide support for the Environmental, Great Lakes, and Energy (EGLE) agency.Analyze business process, communicate with agency users to gain understanding of desired changes and develop documentation of requested process change. Coordinate work with Development team and validate production changes with agency users. Document requested work in Azure DevOps Services, creating EPICS, Features, and User Stories.

Hastings, Michigan

Senior Business Analyst working on the transition from legacy systems to the Guidewire suite. Responsibilities include gathering requirements for the integration between PolicyCenter and ClaimCenter for all lines of business. Previous experience includes production support of ClaimCenter, PolicyCenter, BillingCenter, ContactManager, implementation of a new ClaimCenter medical bill review vendor, Scrum Master responsibilities, automation of the PolicyCenter eMod process, and restructuring the BillingCenter collection process.

Greater Grand Rapids, Michigan Area

GAIN Capital Holdings, Inc. is a global provider of online trading services. GAIN's innovative trading technology provides market access and highly automated trade execution services across multiple asset classes to a diverse client base of retail and institutional investors. In September of 2013 they completed the acquisition of Global Futures & Forex, LTD. Work closely with stakeholders to research, analyze, and derive business, functional, and technical requirements.Ability to understand and interact with both non-technical and technically-oriented team members.Clarify and translate high level requirements into clear, concise documentation.Collaborate with cross-functional teams to understand documentation and training needs. Work with the appropriate teams to deliver the needed materials.Demonstrated soft skills, including experience in facilitation, diplomacy, and conflict resolution. Ability to think creatively and to contribute to both strategic and tactical decisions.

Greater Grand Rapids, Michigan Area

GFT serves individuals, brokers, hedge fund managers, high worth managed accounts, and businesses involved in international trade transactions in the Foreign Exchange Market. The Technical Support Center is the single point of contact for the efficient resolution of technical issues and requests for both external customers and internal users. Provided comprehensive support via phone, email,and chat for the efficient resolution of technology based problems and requests for GFT customers and employees.Accurately assessed and recorded incidents, problems, changes, and service requests using both SalesForce and JIRA. Resolved issues utilizing excellent customer service skills, problem solving skills, technical thinking\reasoning, and a high level of individual judgement to ensure and exceed customer satisfaction.Knowledge and Skills: Microsoft OS, network\internet connections, VPN & remote access, Active Directory, Microsoft Outlook\Exchange, and Google Apps.Hardware: desktops, laptops, and smartphones

Caledonia, Michigan Area

Foremost Insurance is a specialty insurance company that focuses on mobile home, motorcycle, and boat insurance. Growth has been fueled not only by the willingness to innovate, but also by the commitment to superior claim service. Claim service has been an important part of the Foremost commitment since the earliest days of the company. As a Software Support Specialist I provided technical support to our Claims team both internally and externally. Provided first-level support for 900 + employees within the United States via phone, email, and walk-up requests. Provided hands-on IT support in Houston, Texas for Hurricane Ike.Surpassed internal customer service goals while adhering to the "Talk Time" guidelines.Created documentation on policy and procedures.Knowledge and Skills: Microsoft OS, Citrix, Lotus Notes, network\internet connections, VPN & remote access, internal claims and imaging software. Hardware: desktops, laptops, printers, scanners, cameras, and aircards.

YRC Worldwide Technologies is a shipping company that offers shipping of industrial, commercial and retail goods. Provided first-level technical support for IT infrastructure supporting 10,000 + employees throughout the U.S. and Canada. Troubleshot hardware, software, and connectivity issues for a mixed Windows NT/2000, Citrix, and AS/400 environment. Worked as part of team to migrate users to a new domain. This included creating accounts, updating databases, configuring thin client devices, and training the customer to use the new environment.Created and disabled user accounts for NT 4.0/2000.Provided Tier I support for Network Voice & Data, Imaging, and Procurement. Supported remote access using RSA/ACE Server Administration.Challenged to provide timely resolutions to support mission-critical application users.Earned solid reputation for resolving complex issues and providing exceptional customer service.Escalated issues as needed and maintained communication with customer and technical teams. Extensively utilized HEAT to record and track issues.Responsible for updating and maintaining the HEAT manual, as well as, various policies and procedures.Created groups and provided customers access to network folders.

Fifth Third Bank is a U.S. regional banking corporation, headquartered in Cincinnati, Ohio and is the principal subsidiary of holding company Fifth Third Bancorp.Monitored the network using HP OpenView.Worked with multiple carriers: Qwest, Sprint, and AT&T to troubleshoot and resolve network connectivity issues.Troubleshot issues related to Automated Teller Machines, ATM’s, Cisco 1700 and 2600 series routers, and multiplexers.Extensive use of HEAT and Remedy to record and track issues.Monitored 3000 + Automated Teller Machines, ATM’s.Worked with Diebold and NCR to troubleshoot technical issues with ATM’s.Monitored MPS card reader transactions for Visa and MasterCard. Ability of multitasking in a fast-paced environment, while maintaining an emphasis on quality