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IT Client Service Analyst

Location:
Chicago, IL
Posted:
February 16, 2015

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Resume:

Erin Stevenson

**** * ********** ***, *** ***, Chicago, IL 60640

269-***-**** • ****.*.****@*****.***

PROFESSIONAL EXPERIENCE

Company Confidential via Talution/Objective Paradigm Consulting• Chicago, IL • April 2014 to February 2015

Product Specialist, April 2014 to February 2015

Level 1 support for private hedge fund firm. Acted as initial point of contact for all user issues/enhancement requests

associated with proprietary company software and was an administrator of organization’s SharePoint site. Collaborated

across internal IT teams and to achieve issue resolution. Worked as change request “gatekeeper”. Assisted with testing

post release.

Main support contact for over 200 end users

Created propriety application and SharePoint reference guides/trained users

Worked as a functional QA tester, wrote new and updated current QA tests

JPMorgan Chase • Chicago, IL • July 2012 to April 2014

IT Transition Specialist, July 2012 to April 2014

Responsible for ensuring a seamless transition from client’s current card management software to new version of

platform. Completed research plus in depth interviews with the client to gain understanding of day to day usage.

Created a project plan based on client’s business needs. Provided extensive support and training to client post

migration. Conducted data analysis to identify system issues. Assisted with testing of resolutions.

Migrated 20 + clients, including VIP, high touch clients, to new card management platform

Identified and facilitated resolution of 3 major global defects, which helped company retain $250,000,000+

worth of business per year.

Worked directly with Vice Presidents and senior management to create communication and resolution

strategies for clients affected by defects.

Accretive Health • Chicago, IL • October 2007 to July 2012

IT Client Service Manager, October 2011 to July 2012

Acted as a liaison between IT support/development and client hospitals. Prioritized IT enhancement requests against

technical issues. Determined whether issues were user or system related, provided end user training/coaching if

needed. Gathered and provided business requirements for defects and enhancements to development team. Used Agile

and Kanban development processes. Worked with end users to complete UAT testing before software releases.

Headed Software as a Service (SaaS) development team created to address defects and enhancements for

one of company’s largest clients.

Facilitated a decrease of technical issues by 60% within the first two months in the position.

Worked alongside Senior Vice Presidents and management to develop a client satisfaction initiative which

resulted in the customer re signing a 2 year contract.

IT Training Lead, October 2010 to October 2011

Developed e learning modules and training documents for company wide use. Reorganized and maintained training

team Sharepoint site. Trained hospital management and end users during software implementations. Configured

company software to client specifications and educated operations staff on maintenance.

Trained and coached 300+ end users in on site classroom settings and via WebEx.

Created 15+ online training modules via Camtasia and Articulate, utilized by over 1000 employees.

Administrator for company learning management system (GeoMaestro/SumTotal). Supported 700+ online

trainees.

Created 15 custom weekly and monthly training status reports to be used by company management.

Operations Team Lead, October 2007 to October 2010

Led medical collection and insurance verification teams. Monitored and tracked employee productivity and performance.

Observed and coached staff during the implementation of new scripting and procedures. Developed team incentives to

drive employee yield. Trained 70+ new hires, including members of offshore teams. Created and maintained operating

manuals for both onshore and offshore processes.

Assisted in the on boarding of 10 client hospitals to call center. Designed all training manuals associated with

customers. Trained all members of each team: 50+ associates.

Trained team of 20 offshore associates on processes via Webex, freeing local associates to complete complex

initiatives on site.

Helped create incentive programs resulting in $250,000+ per year in collections.

EDUCATION

B.S. Psychology, Central Michigan University, Mount Pleasant, MI



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