Serving as a business system analyst managing enhancement requests for customized off-the-shelf underwriting and independent insurance agent software products.• Meet with Business Relationship Managers and Subject Matter Experts to capture and implement business owner and user’s requests.• Create Business and Functional Design Documents to support new and revised insurance products.• Reprioritize software enhancements via change management with the Project Management Office.

Served as a business analyst and technical writer for corporate clients. Business Analyst efforts included meeting with different Subject Matter Experts and Management to first document their current processes and then to understand how different departmental or computer processes could be improved so their teams were more effective. Technical Writing efforts included meeting with DBA, Management, and floor supervisors to create documentation for on processes, employee responsibilities, and file storage. • Worked with Project Management Office (PMO), Business Sponsors, and End Users to coordinate, implement, and document UAT testing results.• Worked with Subject Matter Experts and Call Center to create departmental cross functional flows to identify the complexity of supporting legacy system to process and track auto and worker compensation claims.• Created technical documentation including Customer Relation Management software guide and cell phone order distribution system guide.

Created and monitored system change requests for critical software upgrades. Represented the department in the Change Management Governance meetings to discuss upcoming releases and changes. Met with stakeholders to gather and answer compliant specific details requested by the compliance team. • Managed and gathered requirements to create various individual reports into a large Monthly Dashboard for management to gauge the effectiveness of the team’s resources.• Managed and led information-gathering meetings to determine the true need for each dashboard module.• Created prototypes from test data that provided management a tangible asset for review of each dashboard module.

Managed web-based system enhancements in both waterfall and agile methods. Meet monthly with the Department of Education for purposes in implementing system related change requests, compliance, or policy change orders. Presented software release enhancements to customer service and executive management.• Worked on a team that converted, scheduled, and communicated 800,000 loans to a new servicing platform.• Designed and launched a mobile version of a student loan servicing website.• Monitored product support tickets to determine the root cause of any production issue.

Managed the training material for a large technical call center department. • Created training material for proprietary web-based software suite of student loan products.• Created, implemented, and presented new hire training material.• Created and presented system upgrade training material to all staff and management.