Ernest Freeman Email & Phone Number

Charlotte, Nc, Us

Northbrook, Il, Us

*Analyze business and data requirements to ensure data processing flow, testing scenarios, and user requirements are within established specifications*Implement new projects and onboard new vendors in close collaboration with the Business unit *Collaborate with cross-functional teams to communicate issues and timelines to ensure product delivery is completed on schedule *Develop and operationalize proactive monitoring, alerting, and functional processes that ensure system availability to strengthen vendor support *Organize and lead tactical, strategic, and ad-hoc meetings with internal and external partners to ensure policies and practices align with compliance requirements and project goals *Support software integration and provide functional testing and validation using the Agile and Waterfall methodologies *Utilize data visualization tools to produce reports and conduct analysis *Analyze and troubleshoot problem tickets raised by internal and external stakeholders to identify the root cause and triage with appropriate teams *Act as a Subject Matter Expert in the usage and workflow of agency-facing integration software and API’s *Provide 24x7 support for crisis management and complex issues *Administer integration change requests such as IP address whitelisting and SSL certificate renewals *Provide periodic informal training to project team members and arrange formal training for the Agency Technology organization

Northbrook, Il, Us

*Investigated and resolved complex technical problems accurately and promptly as a Technical Support Analyst*Performed self-service ticketing and chat support for customer, agency, and enterprise software issues*Developed innovative and preventative solutions to reduce end-user problems by maintaining a Knowledge Centered Service (KCS) knowledge database*Collaborated with internal and external business partners and vendors to deliver ideal solutions*Provided phone, chat, and self-service support as a Universal Analyst (UA) for agency, enterprise, and customer-facing systems*Demonstrated high proficiency in providing support for Allstate proprietary quoting and policy management software, Support Utilities, and the Microsft Office suite.*Collaborated with Quality Assurance and business consultants to strengthen the knowledgebase and create standard processes for use by chat, self-service, and phone support types