Customer Service Life Insurance
Resume:
Dawn McDowell Brooks
Pflugerville, TX 78660
*******@*********.***
Work Experience
Computer Sciences Corporation August 1992 – December 2008
Financial Services Group (Laid-off due to downsizing)
200 W. Cesar Chavez
Austin, TX 78701
Business Consultant/Analyst: (September 2007 – December 2008) Provided business support
for a VANTAGE-ONE, Annuity conversion project to wmA (Wealth Management Accelerator).
Responsibilities included: writing clear and concise business specifications, providing peer review
of business documents, creating specific test scripts targeting modifications to base system,
carrying out all phases of testing (unit/system/Model Office/regression), documenting skewed
data results and participate in resolution of problems, maintaining problem log to ensure correct
personnel are handling resolution of issues, retesting corrected code to ensure it met results
expected, providing target resolution dates, provide cost/time estimates for modifications
requested, support/mentor off-shore resources and provide on-site consulting services, when
needed.
System experience: VANTAGE-ONE, wmA (Wealth Management Accelerator)
Testing Tools: Mercury Test Director, Access, XLS
Product knowledge: Annuities
Business Consultant/Analyst: (April 2006 – September 2007) Provided business support for a
VANTAGE-ONE conversion project for a major insurer targeting their high dollar, Universal Life
book of business. Responsibilities included: writing clear and concise business specifications,
creating specific test condition and scripts targeting conversion modifications, data mapping of
key data and files used during the conversion, trouble shooting of initial runs of conversion data,
documenting skewed data results and participate in resolution of problems, meeting with client on
a daily basis to review issues for the conversion, maintaining problem logs to ensure correct
personnel are handling resolution of issues and provide target resolution dates, provide cost/time
estimates for modifications requested, support/mentor off-shore resources.
System experience: VANTAGE-ONE
Testing Tools: Mercury Test Director, Access, XLS
Product knowledge: Universal Life
Business Analyst/Designer: (February 2005 – April 2006) Provide nbA (new business
Accelerator) pre and post business support to include the following responsibilities: participate in
specification fact gathering, create detailed business specifications, prepare test plans to include
specific test conditions and anticipated test results, monitor and document failed test results,
support delivery of code through model office activities, provide on-site client support, provide
daily support to team members in India, retest corrected code to ensure proper functionality has
been reached.
System experience: nbA (New Business Accelerator)
Software experience: VPMS (Virtual Product Modeling System), XML Gateway, XML ACORD,
AWD, (Automated Work Distributor), VANTAGE-ONE
Testing Tools: Mercury Test Director, Access, XLS
On-site assignments: Chicago, IL
Product knowledge: Traditional Life
Business Consultant/QA Specialist: (June 2001 – February 2005) Provide software business
and sales support to major American based insurance companies utilizing CSC’s GUI-based,
client server, insurance administration system. Create business documentation to include
business specifications, user guide manuals, and marketing questionnaires. Provide information
and obtain business facts for system modifications. Create and implement system test matrixes
and test plans; ensure developer code meets defined system modification requirements, provide
unit and system test support prior to publication of code changes. Report, track and resolve
problems identified and reported. Provide on-site model office and business support and training.
Participate and provide thorough documentation of JAD sessions. Furnish basic insurance
concept and product training to developers. Provide in-house training for outsourced employees
(India/China). Working knowledge and business experience in the areas of commissions and
hierarchy structure, Performance Plus interface, billing, new business, customer service, and
general business administration. Proficient insurance experience in the areas of Traditional,
Annuities, and Universal Life products. Multi-tasking required; assignment and handling of
multiple projects expected.
System experience: FutureFirst (Graphtalk)
Software experience: Windows 2000, Powerpoint, Paint Shop Pro
Testing Tools: Mercury Test Director, Access, XLS
On-site assignments: Philadelphia, PA (2 years), Elba, AL, Hartford, CT
Documentation Specialist: (February 2000 – June 2001) Responsible for: creating A.I.A
GraphTalk user manuals, documentation and training materials to be distributed globally, acting
as liaison between technical and business areas to ensure that correct information is captured
within all user manuals, and acting as product resource for development of new system
enhancements. Additionally, I was responsible for coordinating, reviewing and correcting global
remote site documentation input to ensure information and content adheres to manual
grammatical and format guidelines, developing and maintaining documentation review process,
and providing on-site training of remote site personnel. A.I.A GraphTalk is an object-oriented,
multi-insurance product software system. The primary market for this project targeted Europe,
Asia, Australia and other world-wide markets.
System experience: A.I.A GraphTalk
Software experience: WORD, Adobe Acrobat, Paint Shop Pro, familiar with HTML
Sr. Business Analyst/Business Consultant: (August 1992 – February 2000) Responsible for:
acting as primary business customer contact and project lead, providing client
upgrade/modification/conversion assessment with time and cost estimates, developing and
proposing solutions to client’s needs, creating clear and concise business specifications,
producing test plans with anticipated results for approved modifications, developing regression
test plans, accurately testing unit and system test changes, creating and maintaining system
tables, teaching various in-house and providing on site training courses, acting in a business
support role to technical personnel.
System experience: VANTAGE-ONE, GUI Front End, CICS, TSO, VM, Microsoft Office
On site assignments: Hartford, CT (10 months), St. Louis, MO (5 months), Orlando, FL(18
months), Austin, TX (48 months), Clearwater, FL (6 months), Buenos Aires, Argentina (3
months), Omaha, NE (5 months), Kansas City/Dallas (on-going)
Connecticut General Life Insurance Company (CIGNA) December 1989 – July 1992
900 Cottage Grove Road
Bloomfield, CT 06002
Position Held: Business Analyst
Aetna Life Insurance Company June 1986 – September 1989
151 Farmington Avenue
Hartford, CT 06112
Position Held: Project Administrator
Wolff-Zackin and Associates May 1985- May 1986
Bolton Road
Vernon, CT 06066
Position Held: Pension Administrator
Aetna Life Insurance Company February 1981 – May 1985
151 Farmington Avenue
Hartford, CT 06112
Position Held: Pension Analyst
Education
University of Hartford September 1977 – May 1979
West Hartford, CT
B.A. Communications
Grahm Junior College September 1969 – May 1972
Boston, MA
Radio Production
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