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• SME on supported product functions.• Troubleshoot and evaluate root cause of system or data errors by analyzing symptoms and identifying patterns, determining root cause of failure, researching solutions to resolve failure along with planning, testing and deployment of resolution.• Complete software development lifecycle experience including design, documentation, implementation, testing, and deployment.• Work with cross functional teams to define, develop and deliver project requirements.• Conduct frequent interactions of efforts with business and technical users, and external business partners to gain a deep understanding of core business processes and potential impact on the current project.• Translate business requirements into system requirements.• Create and maintain additional project documentation such as business rules, use cases, process flows and test plans.• Define epics and break them down into features and stories for agile team.• Attend backlog grooming, sprint planning, sprint retro and daily scrum meetings, with team.• Mentor junior and senior analysts on the delivery process and assigned tasks in order to accomplish the deliverables at hand.• Provide gap analysis on various system rules and data elements.• Identify areas and processes to modernize.

• Gathered and produced business and system requirements in order to implement a 3rd party medical bill review system that enhanced the automation of processing first party medical bills within the claims system.• Worked extensively with business users, developers and external business partners throughout the project SDLC.• Created test plans and conducted integration and functional testing.• Provided off hours release support in addition to production triage support.• Worked closely with developers to identify root cause of production issues and determine resolution. Communicated status with the end users.

Associate Systems Tech – Corporate help deskJuly 2002 – May 2016 (worked part time in conjunction with analyst role)• Provided support for regional and remote users that included password lockouts, access privileges, system issues, program issues, software updates, hardware malfunctions, and remote access.• Provided answers to user inquiries in a way which the user would understand why the issue occurred and steps taken to resolve the issue in hopes to prevent the issue from re-occurring when applicable, all while maintaining professionalism.• Maintained records of daily data communication transactions, problems and remedial actions taken in the ticketing system (currently Remedy).• Read technical manuals and articles and conferred with peers to investigate and resolve problems in order to provide effective technical assistance and support.• Assigned tickets related to major hardware and software problems to Tier 2 support for additional service.

• Created test plans, scenarios, and scripts.• Documented test procedures to ensure replicability and compliance with standards.• Tested system modifications to prepare for implementation.• Conducted manual testing, regression testing, negative testing, error and bug retests.• Identified and documented problems with program function, output, online screen, or content.• Performed initial debugging procedures by reviewing configuration files, logs, or code pieces to determine breakdown source.• Documented defects, using an issue tracking system (JIRA), and assigned defects to developers.• Updated automated test scripts to ensure currency.• Developed understanding of external system dependencies

• Verified and analyzed data used in settling claims to ensure that claims were valid and that settlements were made according to company practices and procedures.• Entered claim payments, reserves and new claims in mainframe, inputting concise yet sufficient file documentation.• Paid and processed claims within designated authority level.• Contacted and interviewed claimants, witnesses, attorneys, doctors, medical specialists, and employers to get additional information.• Conducted detailed review of medical bills and notes to identify potential fraud.

• Customized insurance programs to suit individual customers, often covering a variety of risks related to Moat products (homeowners/condo/renters/flood insurance).• Explained features and coverage levels to promote sale of insurance plans.• Calculated premiums and established payment method.• Coordinated handling of required documents to be processed by underwriters.• Obtained Property and Casualty License