Client Service Application Analyst

Robert S. Roeder, FLMI, ARA, ACS

Orlando, FL ****3

Mobile 815-***-****

***.******@*****.*** www.linkedin.com/in/bobroeder12345 PROFESSIONAL EXPERIENCE

Cognizant Technology Solutions (Remote)

Senior Application Analyst: 3/11 - 9/23

• Proactively performed functionality and performance reviews of SaaS applications, identifying optimizations that improved usefulness and efficiency by 25%.

• Successfully managed a backlog of support tickets, consistently exceeding SLA targets for response and resolution times.

• Identified trends in support tickets and collaborated with development teams to implement permanent solutions, reducing recurring issues by 30%.

• Conducted comprehensive stakeholder interviews to gather application requirements, reducing project delivery time by 25% while improving accuracy and satisfaction.

• Collaborated with product and development teams to translate requirements into actionable user stories and acceptance criteria.

• Employed industry-standard tools such as JIRA and Azure DevOps to manage requirements throughout the project lifecycle, improving transparency and accountability.

• Mentored junior team members, contributing to their professional development and improving overall team performance.

• Streamlined support processes by implementing a knowledge base system, reducing resolution times by 30%.

• Spearheaded the creation of documentation standards and best practices for application support, enhancing team efficiency and consistency. EDUCATION

Illinois State University, Bachelor of Science / Business Administration Ecole Superieure Des Sciences Commerciales D’Angers (E.S.S.C.A.) PROFESSIONAL CERTIFICATIONS

Fellow, Life Management Institute (FLMI)

Associate Reinsurance Administration (ARA)

Associate Customer Service (ACS)

PROFESSIONAL DEVELOPMENT

Dean Vaughn Medical Terminology 350

Project Management – DCG Technology Learning Center COMPUTER SKILLS

• Jira, Azure DevOps, SQL, ServiceNow, Agile CRM, Microsoft 365, Visio

• Experience with MySQL, Java, Apache, Tomcat, Splunk, AWS

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