Technical Support Customer Service

Lindaruth Arredond

Executive Assistant

SUMMARY:

Over 15 years of office experience, working efficiently and effectively handling business needs for C level executive and support staff by meeting administrative needs.

Recognized as an expert in financial and insurance processes, with comprehensive knowledge of technology development, design and business process improvements.

Expert in analysis, design, development, testing and implementation of software applications, queries, reporting, small requests, system defects, upgrades and enhancements.

Assist various departments with ongoing process evaluations and hands-on expertise in process improvements, delivery and implementation.

Solid foundation in Business Application Support, Analysis & Development, Quality Assurance & Control, QA/UA Testing & Reporting, Technical Support, Product Management, Compliance, Auditing, Business Scope & Requirement Writing and Analysis, and Functional & Technical Writing

Experienced in, but not limited to, Guidewire, Mainframe, SQL Queries, DB2, System iNavigator, HTML, SAS, Visio, SharePoint, Windows, Excel, Access, Lotus Notes, Basic Programming, Importing/Exporting

Understand unit, functional, integration, system, regression, user acceptance, and ad hoc testing principles, as well as in writing test plans, scenarios and scripts for performance testing.

Maintain responsibility for making architectural recommendations about the Business Objects environment in order to optimize the system and guarantee successful evolutions.

Supported Project Managers, DB/Systems Administrators, and Software Developers through a complete enterprise system change.

EDUCATION:

St. Edward’s University, Austin Texas, BBA – Business and Management, 1998; GPA 3.7;

Alpha Sigma Lambda Honor Society

Lamar University, Beaumont Texas, AAS - Legal, May 1992; GPA 3.8

PROFESSIONAL EXPERIENCE:

Texas Mutual Insurance Company

10/2015 – 06/2016

Business Analyst

Responsibilities:

Provide ongoing process evaluation support and hands-on expertise in process improvements, delivery and implementation, for both IT and non-IT related activities using the new Guidewire web-based application.

Evaluate processes for all functions within the division for efficiency, compliance, appropriate interface with other departments, and accuracy of output.

Act as primary knowledge source and subject matter expert (SME) for technical/processing automation while working closely with project leadership and field staff.

Evaluate assigned processes within the Division for efficiency, regulatory compliance, appropriate interface with other departments, and accuracy of output.

Identify process improvement opportunities and work with others in the design and recommendation of processes that support objectives for assigned projects, business strategy, and business structure.

Deliver process documentation and process change training.

Measure and monitor consistency and effectiveness of process execution and report to division management.

Troubleshoot issues requiring process adjustments or changes, especially areas affecting external customer service.

Texas Mutual Insurance Company

10/2010 – 10/2015

Software Support Analyst

Responsibilities:

Act as a consultant to IT staff and business units by providing expert technical, functional or process knowledge.

Monitor IT application and business unit support, triage, research and resolve system problems and coordinate system resolutions.

Maintain application security, system reference tables, prepare and maintain functional system documentation, construct system queries and reports, and perform data correction and customer training.

Perform QA testing of system problem solutions, facilitate UA testing and coordinate implementation of solutions into the production environment.

Act as SME for Model Office testing deliverables for system development and enhancement.

Prepare user system documentation and conduct customer training over the phone, one on one, or in a classroom setting.

Texas Guaranteed Student Loan Corporation

04/2009 – 05/2010

Technical Support Analyst

Responsibilities:

I worked with TG’s internal and external customers by phone and email in the evaluation, testing, integration support, problem resolution and implementation of products and services such as AdvanTG Web, TG Loans by Web, EFT, Instant Guarantee, CommonLine/CRC, SMTP/POP3, and FTP as well as related process flows such as E-Sign, Blanket Guarantee, TG Plus Credit Connection.

Lead the implementation of TG Warehouse transmission profiles, setups, troubleshooting & resolution.

Primary gatekeeper of the routing of TG customer transaction files.

Assisted in customer test routines.

Texas Guaranteed Student Loan Corporation

10/2002 – 04/2009

Business Analyst

Responsibilities:

Supported system enhancements by performing functional analysis, developing business requirements and acceptance criteria.

Develop test scripts, perform unit and system testing, case preparation and acceptance testing, reviews and approve walkthrough packets.

Assist in the support of functions associated with analyzing, maintaining and formulating recommendations for applications and software enhancements related to system design, screen formats, data entry functions, management of accounts, and the development of various reports and information sources to allow improvements and efficiencies in the day-to-day workflow.

Act as a liaison between the business area and IT team members on day to day mainframe and data transport system issues and projects.

Produce and analyze ad hoc reports for business decisions, regulatory compliance, statistics, efficiencies, trouble shooting, and quality assurance.

Communicate system changes, new procedures, and features and maintains appropriate documentation; including training internal partners and external customers. Provide customer support in terms of analyzing reported discrepancies and one-to-one training/clarification of system functionality, workflow, reports, etc.

Assist in the maintenance of a disaster recovery plan.

Senior Analysis Specialist (09/2000 – 10/2002)

Vendor Liaison (05/1998 – 09/2000)

Claims Examiner (01/1996 – 05/1998)

Cures Analyst (08/1992 – 01/1996)

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