Customer Service Information Security

Angelica E. Rodriguez

****A Beech Street

Normal, IL 61761

Phone: 309-***-**** (h)/309-***-**** (c)

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

Summary

Analyst with over 15 years of experience in project management work in the insurance and financial services industry

Over 5 years of experience in the IT industry in the areas of asset management and mainframe security

Professional Experience

State Farm Insurance

2015-Present IT Analyst in Enterprise Technology Department (Portfolio Management)

Interact with management to anticipate business needs and applications to IT processes and solutions to expedite the budgeting process from 8 to 4 months

Provide guidance and suggestions to program leadership in making prudent business decisions to save $1M in the yearly budget

2001-2015 Business Analyst in the Systems Department (Project Management)

Advised others on the depth of knowledge of insurance, tools, and processes/project methodology

Developed a communication approach to meet the needs of programs managers used to analyze progress

Navigated the organization to develop strategic partnerships to achieve department goals to reduce budget and improve efficiency

Electronic Data Systems (EDS)

1998-2001 Security Analyst for General Motors/Delphi Plants in Michigan and Indiana. (Mainframe Security)

Enforced information security protocols for the mainframe systems for General Motors (GM)

Investigated and solved concerns regarding information security concerns

1997-1998 Business Analyst for the GM BuyPower Center in Farmington Hills, MI (Website Support)

Provided technical support to GM Dealers regarding the GM BuyPower website and offering

Directed and handled customer inquiry about GM products

1996-1997 Business Analyst for the Prototype Shop at the General Motors Technical Center in Warren, MI (Asset Management)

Developed a process to organized and manage the IT equipment for the GM Prototype Shop

Facilitated the renewal of the software licenses for the IT equipment

Researched and identifies cost savings in the deposal of obsolete equipment

1994-1996 Business Analyst for the Chevrolet Customer Assistance Center in Troy, MI (Customer Service)

Directed and resolved customer inquiries regarding Chevrolet products

Provided guidance to Chevrolet dealerships in expanding customer service beyond manufacturer’s warranty

McDonald’s Restaurants

1993-1994 Office Manager for Owner/Operator of three area McDonald’s Restaurants in Auburn, MI

Directed and administered the bi-weekly payroll for personnel in all three McDonald’s restaurants to cut the processing down from 3 to 1 day of accounting preparation

Executed Human Resource policies for the personnel to adjust immediately to personnel changes

Reorganized the daily processes of the office to promote efficiency and timely communication between the office and the restaurants

Professional Certifications

Chartered Life Underwriter (CLU) designation (2015)

Chartered Financial Consultant (ChFC) designation. (2013)

ITIL Fundamentals V3 (2009)

Scrum Master Certificate (2008)

Associates in Information Technology (AIT) (2008)

Project Management Professional (PMP) (2006)

Associates in General Insurance (INS) (2004)

Education

Saginaw Valley State University– Bachelors, Business Administration (1992)

Delta College – Associates, Business Administration (1990)

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