Kelli Mueller Email & Phone Number

Cleveland/Akron, Ohio Area

Responsible for the operational duties involved in restoring IT Services and identifying the root cause of Problems, respectively. Assistance or guidance in the pursuit of complex problem/incident solving, resolution and trend analysis. Create and maintains team documentation if needed or make suggestions for enhancements to overall documentation strategy and participates or leads activities related to ISO audits.Facilitates large-scale technical meetings including leading attendees through the processes of identifying and clarifying issues impacting the availability of various systems; developing action items; assigning tasks; and following up with technical resources to ensure problems/incidents are resolved, as well as confirming solutions are applied appropriately to problems and safeguards are in place to ensure the solution doesn’t cause further outages.

Continue to analyze and evaluate Change Requests and work with the Account Team and their groups to ensure that they are aware of changes taking place on the IT side. Create reports using Crystal for managers to show what their team has on record in the ECM database along with various other reports. I created a conversion table for our MBI reports going to Crystal and converted 27 reports that I created and run on a regular basis, along with coordinating the effort to automate the Crystal reports. I performed updates to the ISO 9000 documentation as necessary. I hold a quarterly meeting with the Technical Support Group to determine the IPL Guidelines for each system on the mainframe and then elevate it to the Intranet. Involved in the Core Claims Migration Project and the freeze on the ECM database. Represent ECM at the Daily Availability Meeting to determine if problems were caused by changes made to the infrastructure. Improved the Change Meeting by going to a paperless environment

Responsible for analyzing and evaluating Change Requests that are submitted to ensure that there are no conflicts or possible outages. Work with two Account Team managers to create and update a calendar for their groups with changes that will affect each group and attend meetings with the representatives of that group. Created yearly reports using MBI to show managers what their team has on record in the ECM database. Also, perform updates to the ISO 9000 documentation as necessary. I created a Lotus Notes database for our group to keep track of vacations, meeting and training schedules, and meeting minutes.

Continue to provide computer hardware and software phone support to internal and external Progressive employees. Provided a high level of customer service while ensuring customer trouble reports are resolved in a timely and efficient manner. Provide professional and efficient customer interaction and demonstrate the ability to recognize trends and utilized various software packages to include: Lotus Notes 4.5, Service Center 3x, Extra Personal Client, and Internet Explorer; managed the printer support and EDP relationship, participated in the Printer Conversion Project, the IS Support Center Competency Development Project and the ISO 9000 project. Updated pager listings for system outages for multiple groups, acted as a resource/coach to coworkers by handling the 'Assist Line' on a daily basis. This is a portable phone line which is set up as a speed dial on all Support Center rep's phones. It is called upon for assistance with problems and for technical help. The assist line also acts as the main point of reference for those new to the group. This is a management appointed

Responsible for being the first level of contact for internal customers concerning hardware and software related problems. Apply a general understanding and knowledge of information systems products and services to assist Progressive employees and/or agents. Responsible for recognizing, researching, isolating and resolving less complex information systems problems. Elevate unresolved issues to appropriate technical, professional or services personnel for appropriate services, repairs, training and follow up.

Monitor systems to ensure that the systems are running correctly and notifying those responsible when a problem arises. Work in the Tape Library mounting tapes, pulling the vault, and checking the tape levels. Checking tapes in and out of DataEase.

Multiple job execution and file update procedures, library organization and maintenance. Testing of application software for bugs and efficiency. Work with application development teams for organization and setup. Utilized software including IBM MVS/DOS; Windows 3.1; Windows95; Condor v.15; DOCS v.15; JCL; custom bank/S&L software. Worked with multiple customers directly to upload data.