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Customer Service Microsoft Office

Tacoma, Washington, United States
August 29, 2018

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Information Technology Professional

Data Analytics Technical Support Customer Service

An Information Technology professional with extensive background in the personal insurance industry emphasizing data analytics, development for testers, and customer service. Adept at learning and applying new skills and technologies. Supported users at all organizational levels.

Technical Skills

• Agile

• BMC Remedy

• Captiva Data Capture

• Claims Form Creation

• Context Diagramming

• Cucumber Gherkin

• Defect Reporting

• Document Archival

• Electronic Forms Library

• Excel Power User

• Excel Power Pivot & View

• Grant Writing

• Introscope


• Metrics Creation and Reporting

• Microsoft Office Suite

• Opinion Lab

• Password Reset

• Performance Trend Reporting

• Problem Triage and Routing

• Sharepoint

• Splunk



• Tableau

• Test Bed Creation

• Windows Compatibility Testing


Professional Experience & Selected Accomplishments

Systems Analyst, Liberty Mutual Insurance 1990-2018

Designed and kicked off for middle management quarterly metrics trend reporting for document archival databases. Metrics included volume of records for personal insurance, billing, claims, space usage, text and email. Resultant reports were used to document bragging rights, detect anomalies, track marketing results and to plan future enhancements.

Gathered requirements and responded to an average of 50 data calls per quarter for on-the-fly metrics requiring charting and accumulation for various departmental needs using SQL, Splunk and Excel.

Shored up skills in Data Analytics by completing coursework for Excel Power User, SSRS, and Tableau within 30 consecutive calendar days.

Overhauled performance reporting of average response times and responses per interval for both the document archival and financial departments involving 8 servers so that trend reporting could be achieved over the most recent 12 months thereby allowing degradations to be detected and pinpointed.

Modeled and provided test beds from small to large based on outcomes of metrics reporting to closely align with actual production and yet be scrubbed free of private, personal information.

Researched and developed for the first-time in the department the use of a Gherkin Behavioral Driven Development test case and glued this test case to Java step parameters for future tie-in with developer base code.

Attended on-the-job AGILE training and served on 5-person Agile team as regression and functional tester for software maintenance performed on internal document viewing app supporting 400 customers

Led 4-person project team in Java programming class in the business emulation of bicycle shop creating specs and writing code for inventory warehousing, a cash register app, expense allocation and profit and loss. Project scored 105 out of 100 points.

Coordinated small, 5-person team of claims professionals skilled at Documaker on monthly XML data field add/updates for 12-50 Claims forms and kept current the electronic forms library.

Frequently designed and executed test plans for company installation of vendor Captiva data capture tool that included interface with one task management system, three document archival systems, and many vendors with faxed, scanned, and email data capture. Ran Captiva metrics testing results from SQL database.

Compatibility tested 60 apps used in a 120-person department to determine Windows 10 compatibility. Wrote a remediation plan for the 15% of these apps that were not compatible.

Researched an average of 20 web experience insurance problems daily as reported in a tool called Opinion Lab and replayable with Clicktale tool related to persons in household accuracy, data exposure, billing, logon credentials, and software defects. Routed findings to licensed insurance representative staff for customer contact.

Provided weekend, on-call support by regularly writing team implementation schedules and keeping informative SharePoint websites maintained with implementation responsibilities and contact rosters.

Made quarterly updates to user-interfacing, departmental high level system context diagrams on Power Point and WIKI's to keep them in synch with technical system changes.

Education & Professional Development

BBA in Management Information Systems -Texas Tech University, Lubbock, TX

Coursework in Java Development - Tacoma Community College, Tacoma, WA

Coursework in IT Continuing Education - Udemy Online Training,

Coursework in Personal Insurance Business - The Institutes, Philadelphia, PA


Student Help Desk, Tacoma Community College, Tacoma, WA, 2018-Current

Learned by shadowing to support student help desk phone calls for two quarters for the answers to over 75 frequently asked questions covering campus life, security credentials and password reset. Also assisted students on Microsoft Office Suite.

Volunteer, St Anthony Hospital Gift Shop, Gig Harbor, WA, 2016-Current

Tended retail gift shop solo for an accumulated 140 hours on cash register, money handling and security at local hospital gift shop serving a dozen or more customers weekly.

Secretary, Rotary Club of Gig Harbor North, 2011-2016

Served as officer in local nonprofit while writing grants, securing monthly speakers, and coordinating volunteers for fundraisers such as marathons and basketball games.

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