• Acting as liaison between IT and our customers (both external and internal) to understand business problems, ensuring product teams deliver features that measurable value-added changes and enhancements• Regularly meet with our team to ensure our current vision and north star align with the larger GRS vision and strategy allowing us to win with purpose together• Consistently able to tie product delivery to objectives and key results, allowing us to show the value we provide to our customers. • Partner with leadership ensuring our roadmap supports the business strategy and having shared objectives we are accountable for as a team• Consistently assessing application health and enhancing application response times in our slowest API’s allowing us to decrease transaction times by up to 65%, resulting in overall better user experience• Collaborate with Product Owners to develop the 18-24 month roadmap, and ensuring the work planned will bring the most value for our business partners globally• Developed an automated indemnity process for our underwriters and underwriting assistants eliminating the number of manual indemnity follow ups by 96%• Developed a streamline account intake process for the contract transactional team decreasing data entry by 65%• Created a key digital enabler tool that produces new premium and growth opportunities, allowing us to keep up & surpass the competition by being a differentiator in the marketplace.

• Partnered with the Global Risk and ERM team and providing support for the onboarding of new global employees and their continued global enhancements to our systems, including but not limited to training new employees and providing daily workflow support for multiple continents• Analyzed the Checklist application and recommending enhancements to Workbench and eBonding to support the retirement of the application• Provided bond validation training for our Home Office underwriters ensuring we are compliant and are meeting our goal of validation within our audit SLA of 30 days• Developed work instructions and educated all US underwriters and selective underwriting assistants on a tool which streamlined the work in process schedule making WIP entry more efficient for the field• Onboarded the Insco underwriting teams and assisted with their transition to Liberty Mutual including weekly check-ins to address questions and workflow clarifications• Led the migration of Insco documents to Liberty servers, facing several challenges and strict timelines, and still delivering the completed project ahead of schedule• Steered both focus groups and beta teams, helping enhance the Core Contract synopsis template which provides consistency, completeness, and simplicity to the annual review process• Responsible for user acceptance testing for the global bond management project, confirming the system can manage real life scenarios used in today’s current environment, simultaneously training end users on the new workflows for project

• Led several demos for our executive leadership, highlighting the work the teams have developed and illustrated the business value the work delivers for our end users• Identified and communicated requirements between the business and IT stakeholders and resolved issues emerging from requirements elicitation and analysis• Ensured user stories have business value and acceptance criteria that will validate workflows• Created and fostered an environment of continuous improvement that encourages feedback from customers

• Managed competing priorities and stakeholders to ensure testing requirements were met in a timely and efficient manner for several flagship projects• Responsible for global user setup and business support for all surety international offices• Conducted training and reviewed workflow to eliminate double entry for the Canadian underwriting team • Collaborated with other departments and conducted research to develop business critical applications• Mentored team members through the transition of waterfall to agile projects• Compliance audit preparation support of the user acceptance teams • Pruned the product backlog by collaborating with team members to generate a relative size estimate for backlog items

• Chosen by executive management to receive the most complex system issues based on demonstrated customer service and expedited resolution• Recipient of multiple Extra Miler, Culture in Action, and Bravo awards for Customer Service• Distributed improvement plans to bridge technology gaps in processes and workflows • Presented new systems to executive leadership and managed their feedback to achieve desired outcomes• Facilitated the deployment, training and ongoing support for key departmental applications• Developed and maintain training materials to maintain alignment with application updates• Developed implementation plans for applications that ensured a seamless upgrade to the end user• Lead simultaneous high profile projects with consistent quality and on time results• Provided ongoing internal and external client support of application rollouts while minimizing negative impacts to workflow

• Provided day to day support to over 300 end users which includes but not limited to: troubleshooting of system issues and the instruction of application workflows• Analyzed system changes, enhancements and new programs for alignment with departmental objectives and the overall fit with company strategy• Test script creation, management and execution• Lead on Ad-hoc project support• Managed application access and audits• Worked with Help Desk to design scripts to resolve application issues

• Developed recommendations to address problems/issues and presented these improvements to management• Resolved problems and ensured that internal customers received prompt, efficient service in accordance with company protocols• Ownership of quality testing standards and procedures content• Assisted in the planning, creation and control of the test environment(s), which includes but not limited to setting up ids and users in the system, communication of outages and rebuilds during the testing cycle, and tracking defects and corrections in the system for retesting• Participated in the coordination and execution of release testing• Responsible for Disaster Recovery testing

• Managed training platforms for SharePoint classes• Implemented and provided continued support for training programs including Microsoft SharePoint• Maintained internal websites for finance department• Responsible for creating course content, designing presentations and creating job manuals, job aids and other materials to promote trainee learning

• Developed curriculums and training materials for new courses and revised existed training programs• Interacted with all levels inside and outside of the organization including business managers, instructors and customer's representative to determine training needs• Provided logistical support, as needed, for live and virtual training programs

• Developed and managed all contract document and related policies and regulations in a concise, organized manner• Researched contract issues and returned suggestions for an action plan