Jim Cook Email and Phone Number

• Diagnose and resolve hardware and software issues• Build and maintain home computers

• Elicited, analyzed, communicated and validated requirements for changes to business processes, policies and systems• Collaborated with Marketing, Operations Development, and Product to validate the quality of systems upgrades, enhancements and production fixes. • Facilitated walk-throughs with technology to ensure all aspects of the requirements were clearly understood• Oversaw and participated in the creation of detailed test scripts and plans and the performance of regression and User Acceptance Testing• Provided technical expertise during discovery sessions to assist business teams create project scope requests • On two occasions received official recognition from Management for resolving high profile production issues• Successfully implemented projects with multiple vendors and clients, on schedule. One such project automated manual processing, reducing processing time by approximately 10% • Recognized on the team as the subject matter expert for desktop application support

• Created scope and high level requirement documents for projects requested by clients• Developed and executed test plans ensuring that they validate all project requirements• Followed up with developers on any defects found during user testing

• Provided daily support to a team responsible for researching participant and plan sponsor retirement account inquiries• Reduced outstanding action items by 70% within a six month period, remaining items were resolved to meet company standards • Developed and maintained Access databases to provide daily statistics for senior Management• Ensured timely resolution to inquires to reduce exposure and increase client satisfaction• Prepared ad hoc financial reports for both internal and external clients

• Responsible for developing and testing system functionality for business users• Research, identify and solve issues discovered by business areas• Act as a liaison between business areas and systems group to correct production issues

• Researched and analyzed production problems such as missing activity, transaction rejects and pricing issues• Reconciled cash and share discrepancies for plans with asset values of more than $2 billion

• Provided account information and processed financial transactions for Executive 401(k) plans and Management Stock Option Plans• Participated in service representative interviewing program for prospective new hires• Selected as a mentor for new hires

• Maintained computer accounting programs, accounts receivable and payable, and customer database• Eliminated manual billing by establishing and maintaining computerized billing system, reducing processing by 75%• Managed personnel training, payroll inventory and supplies