Manager Support

Teshaun Lyons

**** *. **** **. ******* IL ***** ~ 773-***-**** ~ *******.*****@*****.***

PROFESSIONAL EXPERIENCE

IRI - Chicago, IL

Lead Software Support Specialist Oct 2011- Present

Resolution of escalated client application issues from the Tier 1 support teams; 20 -100 tickets per day

Ensure technical supportability of new commercial applications including end user testing, technical training, implementation requirements, QA testing and pilot program participation

Partner with Development and Product Management to ensure that commercial applications are supportable prior to release

Drive continuous improvement, proactively identify opportunities to improve systems and prevent issues from occurring

Manage the rollout of new product offerings

Develop technical notes, FAQ's and internal training materials for internal and external use IRI Group commercial applications

Monitor and communicate client issues cross functionally

Virtually communicate with off-shore utilizing Webex capabilities

Primary trainer for new employees and current employees on new role outs or technology

Go onsite to client locations to monitor application issues, and provide additional training and support.

Utilize CASD ticketing system

Bankers Life and Casualty Company Chicago IL

Supervisor of Level 2 Help Desk Jan 2008- Oct 2011

Maintained productive third party vendor relationships with Humana, Coventry, Aetna, United Healthcare, & Assurant

Developed, maintained, and implanted policies, curriculum and documentation for vendors, new hire and current analysts

Supervised a team of 10 employees

Assisted team in maintaining the highest level of service to agents by:

oProviding technical & software support for online applications

oProviding business process and software support for online applications

Enterprise Document Management System (DMB) Subject Matter Expert (SME) for all company proprietary systems.

Responsible for an OfficeMax upgrade, Global Scan rollout, Paperless Office script testing on Windows 7, Third Party applications on BSPN, and SLA creation and management

Improved accuracy and ease of user interface by gathering, analyzing, and implementing new procedures and policy

Developed, implemented, tested and documented results of customer requirement processes

Created CASD system tool that minimized agent investigation time for compensation inquires operating on AS/400:

oStreamline the ticketing process

oAssist Field Services in investigating third party vendor compensation

oMinimize time for investigating compensation inquires for team

oRecoded information in SharePoint

oSupport production and business teams during triage calls by providing support during the release and post production phases.

Update, implement, and communicate to clients changes in SharePoint

Support production and business teams during triage calls by providing support during the release and post production phases

Bankers Life and Casualty Company - Chicago IL

Senior Analyst Jan 2007- Jan 2008

Responsible for Level 2 application and system support

Acted as liaison between Enterprise IT organization and distribution organization which focused on technological initiatives and quality assurance

Developed Service Desk reporting process to provide key metrics and required feedback to various business application owners and senior management

Streamlined support process and methodologies to reduce customer incident response time.

Supported environment of 2,000 agents

Instant Tax - Chicago IL

Office Manager Oct 2006-Jan 2007

Efficiently handled key process and office management activities

Supervise personnel and trained new hire on office practices

Introduced processes to improve efficiency in activities and work productivity

Reviewed and reconciled daily budget to ensure

Prepared and reviewed returns for clients and provided professional advice

Developed relationships with clients and staff, complied with all rules, regulations, policies and procedures set forth in the employee handbook

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