Jerry Callaghan Email & Phone Number

Washington D.C. Metro Area

Senior Systems Integration Business Analyst•Act as the primary liaison between the client and Leidos for CMS support•Use CMS and client business process knowledge to creatively solve challenges •Train customers in CMS use and consult on software functions to improve staff workflow process•Refine, address or escalate items as appropriate for proper resolution•Communicate technical, procedural and support contract needs to facilitate effective resolutions•Lead in testing product releases, conduct remote and on-site deployment of client pilots•Share knowledge through internal classes, KB tips, and client side presentations •Work closely with clients with a focus on building strong lasting relationships•Stay alert to shifting customer priorities in a rapid pace environment•Identify and work to enhance CMS software to meet changing needs•Sales development and support•Navigate unique client enterprise service model and work effectively with third party client liaisons

Washington D.C. Metro Area

Senior Systems Integration Business Analyst•Act as the primary liaison between the client and LM DSI for CMS support•Use CMS and client business process knowledge to creatively solve challenges •Train customers in CMS use and consult on software functions to improve staff workflow process•Refine, address or escalate items as appropriate for proper resolution•Communicate technical, procedural and support contract needs to facilitate effective resolutions•Lead in testing product releases, conduct remote and on-site deployment of client pilots•Share knowledge through internal classes, KB tips, and client side presentations •Work closely with clients with a focus on building strong lasting relationships•Stay alert to shifting customer priorities in a rapid pace environment•Identify and work to enhance CMS software to meet changing needs•Sales development and support•Navigate unique client enterprise service model and work effectively with third party client liaisons

Washington D.C. Metro Area

Computer Systems Analyst •Support both the help desk and ITC groups with CMS issues as an escalation resource •Provide both on-site and remote services as needed•Develop and maintain solid customer relationships•Enhance knowledge transfer via development of KB tips and issue resolution documentation•Assist with CMS development through QA participation and customer feedback experiencesCustomer Support Analyst •Help desk support for CMS package as well as full desktop software/hardware troubleshooting•Responsible for handling customer inquiries and research issues as a tier two escalation resource•Daily monitoring and updating of assigned logs•Provide proactive updates to clients on outstanding issues

Wayne, Pa

Mortgage Electronic Registration Systems (MERS) HelpDesk•Assist in the development of policies and procedures as they would apply to a start-up account•Implement and refine procedures as account develops•Provide level one support for applications •Serve as main point of contact for escalation issues•Develop, maintain and provide new hire training •Responsible for monthly executive reports and statistical analysis of account activity •Handle all technical enhancement distribution issues for the MERS application•Provide Windows OS training and support for entire site Financial Asset Management Services (FAMS) Customer Service •Serve as a central point of contact between customer, branch, and back office•Responsible for handling customer inquiries and research issues•Process priority and daily transaction adjustments•Monitor research cases to ensure quality service and assist in representative development•Assist with new hire training and cross training of current representatives on multiple accounts •Handle escalation issues on supervisory level •Act as a liaison between FAMS Customer Service and client on escalation issues•Assist with technical integration issues including on-line batch adjustments

Ma, Political Science

Ba, History And Political Science

Activities and Societies: Phi Alpha Theta, Pi Sigma Alpha and Pi Gamma Mu Honor Societies

Education record