Experienced IT Professional at Fortune 150 organization with experience as a Software Analyst,
Business Analyst, and Systems Coordinator GEICO, Macon, GA - Licensed Insurance Agent/Performance Coach
Using extensive knowledge of Insurance industry, communicated with prospective clients
to educate customers and establish auto insurance policies specific to customer needs
Customize training and coaching plans for individual insurance agents in order to improve
Attained national recognition for performance achievements
JIRA (Atlassian) -
Over the last six years, I have used a variety of software tools in multiple positions. I have six years of experience using Atlassian JIRA. As a System Coordinator, my responsibilities included reporting and testing issues from JIRA. As an Analyst, I utilize JIRA for reporting issues, opening Defects, User Stories and Enhancements, coordinating testing efforts and maintaining documentation of each.
TFS (Microsoft) -
For my last four years as an analyst, I have utilized multiple tools to document, review and maintain business and system requirements. When I became a Business Analyst, the business documentation tool my organization used was Microsoft TFS. Using TFS, I was responsible for maintaining business rules and business processes of multiple applications, opening, prioritizing and resolving Bugs, User Stories, Tasks.
Caliber (Micro Focus) -
Beginning approximately three years ago, our organization began using Micro Focus Caliber to maintain system documentation, business rules, process flows and data contracts. Using Caliber, I am able to determine root causes of issues, create new and update existing business rules, update business process flows and data contracts.Caliber is not directly linked to our application code and issue-tracking systems, as it is only used for documentation.
Azure (Microsoft) -
In early 2019, my division switched from JIRA to Microsoft Azure. In Azure, I hold the same responsibilities as those I had in JIRA, but Azure also includes all of our applications' code. With the ability to view code, I am able to more efficiently and independently determine defects and their perspective fixes. I also use Azure to store new and updated requirements and communicate these to developers, to request, assign and review the progress of testing, as well as maintaining the statuses and necessary communication of each.
Visual Studio (Microsoft) -
I began using Visual Studio while pursuing my Associate's degree in an Application Development class. In this class, I primarily utilized Visual Basic to complete all assignments. Following this class, I have taken tutorials and spent much time in Visual Studio to learn more about the capabilities of the application, and I have also developed a few basic applications.
SQL Server (Microsoft) -
One of my most utilized tools in data collection and interpretation is SQL Server. I have taken multiple on-premises and online SQL courses. Within SQL, I utilize functions, string manipulation and operators, often constructing complex, multi-table queries. I frequently gather and export data from multiple servers and consolidate data into manageable pieces, and I use SQL to track trends in data flows, confirm proper application functionality, and isolate breaking points within applications.
My organization has utilized Agile, Kanban and Waterfall methodologies, changing periodically, for the last several years. Recently, our team transitioned to an approach where Agile and Kanban are combined, referred to as 'Scrumban'. Although our methodology is not explicitly 'agile', we utilize many agile practices. My team currently works in three-week sprints, has daily stand-ups in which each individual advises what was accomplished the previous day, what we plan to accomplish today, and report any impediments to completing our tasks. We also have sprint planning and sprint retrospective meetings where the three-week workload is reviewed, prioritized and assigned. I believe this combination of methodologies fits well within my organization, specifically because our applications are depended upon by virtually all other applications, and having the flexibility afforded by agile makes possible the reorienting of priorities as needed.
Systems Analysis and Design
Software Analyst/Senior Business Systems Analyst, 10/2015 to Current GEICO – Macon, GA
Implemented prior customer matching tool that recovered an estimated $1 million additional bad debt within six months following implementation and improved identification of prior customers by 21%.
Identified and resolved defects within online business application that lead to estimated revenue increase of $500,000.
Communicates with multiple departments to gather requirements, coordinate deployments and direct testing of system updates.
Responsible for requirement analysis and development of online sales application handling approximately 2.5 million quotes per month.
Concurrently handled multiple projects with varying deadlines by generating effort estimates and prioritizing workload.
Conducted preliminary triage of incoming problem reports, analyzed and prioritized issue resolution, directed resolution process from initial report to issue resolution.
Directed and coordinated testing teams by reviewing and revising requirement and functionality testing processes.
Worked alongside team of software analysts and engineers to design, implement and test new features, as well as repair existing defects.
Routinely advised customers of expectations and conducted associate training on new and updated application capabilities.
Using XML, SQL Server and multiple APIs, monitored data migration from collection from front-end users through to downstream applications.
Translated technical information into basic terminology.
Conducts application verification during software implementation.
Assisted in design and development of customer-facing applications.
Presented business leaders with cost-benefit and return-on-investment estimations to drive project planning and execution.
Documented procedures and business processes and shared information with appropriate stakeholders.
Assessed business needs and problem areas to create focused solutions like streamlining issue reporting and resolution processes.
Assessed business needs and problem areas to create focused solutions like the Probabilistic Matching Engine.
Systems Coordinator, 10/2013 to 10/2015 GEICO – Macon, GA
First line of technical support for end-users of internal Insurance Sales application and liaison between IT and Sales Departments.
Communicate end user and performance expectations to Software Analysts and Software Developers.
Triage reported issues from end-users in order to prioritize issue resolution.
Worked closely with clients to establish problem specifications and system designs.
Licensed Insurance Agent / Performance Coach, 10/2010 to 10/2013 GEICO – Macon, GA
Provided coverage option information to assist clients in protecting assets.
Utilized targeted marketing efforts to increase revenue, including email campaigns and cold calling.
Exceeded corporate quotas for monthly policy sales.
Attended continuing education courses and workshops to gain additional insurance industry knowledge.
Promoted GEICO Automotive and Motorcycle insurance products and services using up-selling and other sales strategies.
Calculated quotes and educated potential clients on insurance options.
Up-sold additional products and services after identifying customer needs and requirements.
Utilized advanced sales skills to overcome objections, persuade clients to purchase policies and close deals.
Extremely knowledgeable of company insurance products and services to advise customers on appropriate choices.
Bachelor's: Information TechnologyMiddle Georgia State University - Macon, GA
Associate's: Information TechnologyGeorgia Military College - Warner Robins, GA
Since I utilize Azure for issue-tracking, having the ability to search and view the code to our business applications has been invaluable, but would not be at all helpful if I was unable to read C# code. I have completed several online tutorials and courses on object-oriented programming, with special regard applied to learning C#. Upon completion of these courses, I have taken the principals I learned and applied them to build basic applications of my own.