Business Technology AnalystGreat American Financial Resources/Continental LTC Inc.2015 to PresentBusiness Analyst Experience: • Collaborate with business users to understand current business process and desired to be processes to create user stories for system enhancements. • Design to-be and as-is business processes with Microsoft Visio.• Build Microsoft Access and SQL queries to validate systems changes and research system errors.• Perform QA and coordinate UAT for system enhancements.Experience Configuring Applications: • MoveIT Central• OnBase (workflow) • Automic UC4 Production Support Experience:• Complete job-abend diagnosis and resolution on an on-call rotation. • Lead Root Cause Analysis meetings after cycle abends. • Evaluate, analyze and resolve complex problems for end users.• Provide training to end users to reduce the number of business function help ticket submitted. • Develop procedure documents for help ticket resolutions and application configuration.

• Acted as a liaison between end users and IT developers to complete performance valuation for system migration and upgrades• Partnered with members of the Business Analyst team to complete business requirement documents (BRD) and Functional Requirement documents (FRD) for Life Pro upgrade from version 1.13 to 1.17. • Conducted Impact Analysis on the process for executing product rider changes, as a result developed a process to streamline the actions between business units to ensure company compliance.• Executed test cases, documented results, and identified defects for system upgrade project.• Implemented Tax Reporting process and web-based system (Taxport) for 2013 year-end tax reporting.

• Utilized Microsoft Access ad hoc queries to analyze agent debt to validate monies owed.• Audited bi-weekly commission statements and completed documentation for external auditors to meet SOX compliance. • Partnered with the Finance/Accounting department, to research and analyze the accounting for agent checks to clear 620 stale dated checks in 5 months.• Resolved accounting outages after month end reconciliations for 7 companies. • Partnered with various departments to develop a process for making bonus and expense allowance payments to Regional Sales Managers, and processed payments monthly.• Created training documentation and training schedules for commission specialist new hires.

• Created CICS ( Mainframe) system training documentation for Commission analyst users.• Provided business process training to Commission Analysts• Performed user acceptance testing for various Life Pro and OnBase system changes• Partnered with New Business and Accounting Department to ensure timely insurance agent compensation payments.

• Examined Insurance Agent contracts and applications for appointment for accuracy. • Analyzed monthly agent count by contract level web report to create an Excel agent recruit report used by company executives and for agent publication.• Promoted positive relations with agents, colleagues, and executives• Resolved agent inquiries in a timely manner, providing excellent customer service