My role is to support users of multiple systems and address their concerns. I work with developers to create new systems and enhance existing systems as well as finding solutions for system issues. I work with users to make sure all systems work according to requirements and gather new requirements for enhancements. I examine system issues and recommend resolutions to users and developers. I author test cases and execute testing of new system functionality. I write formal and informal process documentation and have designed training courses.

My role is to manually calculate pension benefits using specialized tools and client defined requirements. I am responsible for timely and accurate calculations, finding system and requirement gaps, and suggesting changes or enhancements of tools and requirement documents.

My role is responsible for sending and receiving periodic files to and from clients and third parties. I was responsible for accurate and timely delivery of several detailed files and keeping corresponding records. I addressed system concerns from internal users and coached in correct use of the company's custom benefits administration system. I identified and suggested changes to the benefits admin system and other related tools.

I coached benefits participants in the enrollment of health and financial benefits. I helped participants make changes and find information relevant to their concerns. I worked with third party administrators to resolve participant concerns quickly and efficiently. I maintained high scores in quality assurance and internal knowledge. I led several internal training courses for onboarding new associates.