Mark Stempko Email & Phone Number

Columbus, Ohio Metropolitan Area

Columbus, Ohio

Remote

Colorado Springs, Colorado, United States

Collaborates with internal partners to determine technical requirements for the development and implementation of new systems and enhancements to existing structures. Provides tier II support of technology platforms. Conducts system integration testing.• Partners with IT team and users to identify, analyze, refine, and document business requirements.• Builds business use cases, process flows, technical specifications, and requirements.• Develops solution specifications and detailed requirements for all IT projects and requests. • Initiates and manages the risk assessment process to completion, including documentation. • Creates internal end-user documentation and training. • IT Representative to the Field Resource Team. Improved field satisfaction through digital reporting tools. • Leverages the Waterfall and Agile methodologies in the software development lifecycle.• Innovates new processes and streamlined procedures driving increased efficiency and productivity.

Worthington, Ohio, United States

Transitioned to Sedgwick’s Production Support Team to develop software requirements. Served as the escalation point for critical and chronic technical issues. Trained and guided end-users in the operation and use of software, including installation, testing, and troubleshooting. • Supported and resolved tier II tickets quickly, efficiently, and courteously.• Improved ticket to resolution time through excellent customer service and collaboration. • Responded in 24-hours and resolved in 48-hours in 100% compliance with Service Level Agreement (SLA).

Worthington, Ohio, United States

Provided responsive technical support for internal customers. Managed 95 client implementations for diverse accounts from SMBs to large multinationals. Anticipated and corrected problems preemptively, saving costs and ensuring excellent customer satisfaction. Liaised and managed expectations between the software vendor, marketing team, and the client.• Authored and implemented business processes and systems, improving efficiency and workflow. • Audited data, identified gaps, and updated intake form reducing development time and errors on tickets.• Tracked, documented, and monitored ticket requests. • Coached customers on applications, equipment usage, and troubleshooting to optimize the customer experience.