Technical Support Management

Terri Barber

Indianapolis, Indiana *****

Phone 317-***-****

Email ************@*******.***

SUMMARY

Goal-oriented Business System Analyst with over 17 years of experience with a Fortune 100 company. Extensive experience in team development, project management, market planning and implementation. Strengths include solid communication and problem-solving skills and adapting to change.

PROFILE

A highly experienced and professional Business System Analyst with significant information technology experience. An expert with several proprietary Agency/Broker systems as well as 3rd party Licensing and Appointment system. Have extensive skills and experience in gathering business requirements, systems implementations, end-user training and support.

PROFESSIONAL EXPERIENCE

Liberty Mutual Group, Indianapolis, Indiana 2008-2017

Sr. Business Systems Analyst

SME on identifying clear concise business requirements and defining project scope

Facilitated requirements discussions with developers and validate business objectives have been met

Key contributor in supporting agency management data for a Countrywide Commercial Lines quoting application implementation including regulatory compliance

Managed change request through a change control board

Defined Commercial Insurance Clearance strategic solution

Created web metric reports using the Omniture v13 software application

Managed Intranet and Extranet web pages and content for 53 different regional Agency Market business units using the Fat Wire Content Server v7 software application

Project Lead on developing a new web site with multiple application features

Evaluated corporate functional business requirements, business processes, and legacy system functionality and implemented integration to the go forward platform

Created and implemented use cases to ensure traceability to the business requirements using Rational, Jira and ClearQuest.

Tested solutions for applications resulting in successfully replacing legacy systems

Provided functional and technical support to thousands of end-users, resulting in frequent positive feedback and recommendations for monetary Corporate Bravo awards

Experience with both Waterfall and Agile Software Development Lifecycle methodologies

Worked with IT to cleanse and merge data using ETL (Extract, Transform, and Load) standards and methodologies

Identified problems and inaccuracies in databases and presented go forward resolutions, as a Data Steward representative to a Corporate Data Governance review, assisted in developing decision rules for handling data issues and implemented go forward strategies.

Experience with creating SQL reports and Rational databases

Terri Barber PAGE TWO

Experience with legacy CRM proprietary applications as well as the integration to the go forward SalesForce CRM conversion, through a Dial Two (Real Time) web service

SalesForce implementation-Writing SQL queries from the CRM Legacy proprietary system for bulk loads and verification to the go forward SalesForce application

Security Access Admin Management-Utilizing our Corporate Security Authentication application, Siteminder, reviewed and confirmed each business entity’s appropriate access as well as individuals employed by each business entity.

Liberty Mutual Group, Indianapolis, Indiana 2005-2008

E-Commerce Help Desk Unit Leader

Developed several electronic training and user guides with Hyperlink functionality, accelerating the new user training process

Implemented a technical support unit to assist end users with uploading policies and payments to the company via our point of sale software

Implemented QA processes to ensure the integrity of the data from the agent’s desktop to the company’s mainframe via a third party server

Trained internal and external customers on the functionality of the software

Supervised quality assurance of the software enhancements from development to production

Write and distribute software update bulletins to the agency base

Supervised and tested third party server changes, moves and/or upgrades

Responsible for the download transactions to the agent’s management system

Implemented company bridges in the AL3 format from multiple vendors

Manage projects to enhance agency automation, which includes billing inquiry, quoting and submitting policy changes, and submission of credit card payments on the agent’s portal

MS Access database administrator for several databases which query agency experience and trend data

Wrote queries to extract data from the AS400 mainframe, which allowed the Underwriting, Product and Agency management staff to monitor the performance of each agency’s portfolio

Liberty Mutual Group, Indianapolis, Indiana 1999-2005

Underwriting Processing Supervisor

SME on highly successful projects related to procedure changes, system enhancements, and rate revisions

Interacted with Business System Management, Product Management, Policy Services and the Finance departments to ensure that all departmental procedures were complementary to the goals of the company

Supervised and coached 15 underwriters

EDUCATION

Professional Development Training

-Professional Certificate in Business Analysis

-Associate in Personal Insurance Designation

-CPCU 510, Foundations of Risk Management, Insurance and Professionalism

-HTML, Level 1 and 2, XML, and SQL

-MS Access Level 1 and 2

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