Prioritize and resolve incoming operational support issues; elevate and assigned issues accordinglyAssist with on-boarding new state program including collecting business requirements, securing resources, coordinating with developers to configure customized requirements, and developing implementation strategyTrain teammates on issue and time tracking software; review training materials prior to disbursement

Promoted to delegate and prioritize incoming assignments amongst team of 5 BAs Exhibited communication and documentation skills in eliciting business requirements and needs in order to complete business specifications Demonstrated analytical skills in identifying and resolving operational production support issues; recommended and implemented solutions in agreed upon timeframes Coordinated system and model office testing, including the creation and execution of test strategies and test plansUtilized insurance administration system to perform advanced database queriesServed as relationship representative with offsite vendorsTrained new teammates on Executive Benefits products and platforms

Performed general PC and printer troubleshooting tasks Upgraded hardware and software on over 50 Dell PCs and Laptops with Windows 2000 and XP, in addition to several servers running 2000 and 2003Installed wireless networks and ran cable in local and remote locationsMaintained division intranet websiteUpdated training room hardware and software and educated coworkers on basic computer skills