Performs complex automated systems analysis work in support of the Unemployment Insurance (UI) Benefits System - Conducts joint application design sessions with customers and Information Technology staff to define business requirements and develop software specifications. Communicates effectively with users to determine requirements of new programs/systems or modifications to existing programs/systems. Assists in the diagnosis of problems associated with automated applications and take corrective action regarding data correction; Troubleshoots and solves problems relating to production systems, programs and business processes. Provides leadership, guidance and technical support to other members of the project. Develops comprehensive test plans with users and conducts system test components to ensure changes to existing programs or new programs meet business requirements. Ensure adherence to program documentation and procedural standards, and management goals and objectives. Prepares and updates complex technical documentation; prepares flow charts for present and proposed systems to verify design logic and processes. Participates in the development of training materials related to system releases and/or enhancements and makes presentations and conducts system demonstrations.

Performs complex automated systems analysis work in support of the Unemployment Insurance (UI) Benefits System - Conducts joint application design sessions with customers and Information Technology staff to define business requirements and develop software specifications. Communicates effectively with users to determine requirements of new programs/systems or modifications to existing programs/systems. Assists in the diagnosis of problems associated with automated applications and take corrective action regarding data correction; Troubleshoots and solves problems relating to production systems, programs and business processes. Provides leadership, guidance and technical support to other members of the project. Develops comprehensive test plans with users and conducts system test components to ensure changes to existing programs or new programs meet business requirements. Ensure adherence to program documentation and procedural standards, and management goals and objectives. Prepares and updates complex technical documentation; prepares flow charts for present and proposed systems to verify design logic and processes. Participates in the development of training materials related to system releases and/or enhancements and makes presentations and conducts system demonstrations.

Perform complex administrative and supervisory work. Work involves planning, organizing, and conducting investigations, surverys, inspections, and/or examinations; and preparing reports on findings and recommendations. May assign, and/or supervise the work of others. Works under minimal supervision with extensive latitude for the use of initiative and independent judgement. Address claimant's questions and concerns regarding the UI benefits within the scope of benefit/payment issues. Analyze and evaluate the automated methods of operations within the benefits system & all related benefit and technical functions, requesting corrections or enhancements to insure efficiency & accuracy. Examine representative samples of Unemployment Insurance payments and disqualifying ineligibility determinations to determine whether payments were properly administered to claimants and whether these claimants were paid the proper amounts, or appropriately denied. Identify and report trends, findings and recommendations. Review and revise procedures to determine conformance with standards, methods government and state laws. Participate in program improvement studies and projects. Utilize bi-lingual (Spanish) skills to ensure appropriate communication with non-English speaking claimants/clients in the State of Texas. Provide recent, extensive and diverse Benefits System and UI program knowledge. Performed under strict deadlines, with multiple priorities and frequent interruptions.Analyze data contained in benefit activity reports, and conduct studies on a variety of issues related to benefit operations for using in program planning.

Perform detailed and precise reviews of randomly selected claims for Unemployment Insurance (UI) Benefits using the Benefits System to determine if standard procedures had been followed during proper agency action on the claim. Provide customer services to claimants/clients via telephone, email and written correspondence. Address claimant's questions and concerns regarding the UI benefits within the scope of benefit/payment issues. Analyze and evaluate the automated methods of operations within the benefits system & all related benefit and technical functions, requesting corrections or enhancements to insure efficiency & accuracy. Examine representative samples of Unemployment Insurance payments and disqualifying ineligibility determinations to determine whether payments were properly administered to claimants and whether these claimants were paid the proper amounts, or appropriately denied. Identify and report trends, findings and recommendations. Review and revise procedures to determine conformance with standards, methods government and state laws. Participate in program improvement studies and projects. Assume leadership within the Unit by providing technical assistance, motivation and guidance to team members. Utilize bi-lingual (Spanish) skills to ensure appropriate communication with non-English speaking claimants/clients in the State of Texas. Provide recent, extensive and diverse Benefits System and UI program knowledge, Performed under strict deadlines, with multiple priorities and frequent interruptions. Analyze data contained in benefit activity reports, and conduct studies on a variety of issues related to benefit operations for using in program planning.

Provide customer services and technical support to employers and Claimants/clients via telephone, email and written correspondence. Provide assistance to the UI Support Team and Technical Support Unit, Field Staff, ADM and DP Technical staff to support the field claims operations by addressing procedural & system questions and problems. Address claimant’s questions and concerns regarding the UI benefits within the scope of benefit/payment issues. Analyzes and evaluates the automated methods of operations within the benefits system & all related benefit and technical functions, requesting corrections or enhancements to insure efficiency & accuracy. Develop a test plan and create test documents, to evaluate the programming issues. Review and revise procedures to determine conformance with standards, methods government and state laws. Analyze data contained in benefit activity reports, using TSO, File-Aid and SQL software to conduct studies on a variety of issues related to benefit operations for using in program planning, control, development and implementation of operating procedures with the TWC UI system. Assume leadership within the Customer Service Unit by providing training, motivation and guidance to other team members. Assist in providing bi-lingual (Spanish) customer services within the Unit to ensure appropriate communication with non-English speaking claimants/clients in the State of Texas.

Provide customer services and technical support to employers and Claimants/clients via telephone, email and written correspondence. Provide assistance to the UI Support Team and Customer Service Unit, Field Staff, ADM and DP Technical staff to support the field claims operations by addressing procedural & system questions and problems. Address claimant’s questions and concerns regarding the UI benefits within the scope of benefit/payment issues. Analyzes and evaluates the automated methods of operations within the benefits system & all related benefit and technical functions, requesting corrections or enhancements to insure efficiency & accuracy. Develop a test plan and create test documents, to evaluate the programming issues. Review and revise procedures to determine conformance with standards, methods government and state laws. Analyze data contained in benefit activity reports, using TSO, File-Aid and SQL software to conduct studies on a variety of issues related to benefit operations for using in program planning, control, development and implementation of operating procedures with the TWC UI system. Assume leadership within the Technical Support Unit by providing training, motivation and guidance to other team members. Assist in providing bi-lingual (Spanish) customer services within the Unit to ensure appropriate communication with non-English speaking claimants/clients in the State of Texas.

Work in Customer Service Unit to support UI claims operations. Assume leadership within the Customer Service Unit by providing training, motivation and guidance to other team members. Assist in providing bi-lingual (Spanish) customer services within the Unit to ensure appropriate communication with non-English speaking claimants/clients in the State of Texas. Conduct thorough investigations in a timely manner on UI claims according to State and Federal regulations and procedures. Compare and review data using new benefits processing system. Consult and collaborate new ideas for effective process of UI claims with staff and Supervisors. Report system problems to technical staff during staff meetings and works with UI programs (REG, TRA, TRX, NFT, NFX, DUA, UCFE, UCX, CWC, Mass Layoff and Shared Work) to achieve maximum production of UI claims and pay claimant amount due. Analyze and resolve problem reports using TSO and File-Aid. Consult with Technical staff for unresolved problems to achieve a resolution.

Worked in Deli and Seafood as a Perishables Representative.