Technical Support Analyst

Keith A. Miller

*** ***** *****, ********, ** ***90 · Cell: 847-***-**** · Home: 847-***-**** · **********@*******.***

Retired in 2022; will accept part-time or contractual work.

Interested in a role which leverages my work in IT support, data entry and interpersonal skills.

Significant contact with business clients and customers, and a driven ability to facilitate technical and production support for agents, support staff and Allstate employees.

Advanced experience as subject matter expert, KCSIII article publisher, and technical support analyst for web-based applications.

Broad experience with Microsoft Office, with exceptional typing skills.

Delivered and facilitated 20+ “Leading with Purpose” leadership principles’ classes.

Self-motivating and effective team player with strong product knowledge, analytical, reporting, strategic, critical thinking, problem-solving, and organizational skills; good knowledge of IT processes and continuous improvement practices; experience working in cross-functional teams.

Consistently exhibits collaboration, adaptability, multi-tasking and flexibility.

Recognized by leaders and peers for customer-focus and performance.

Currently in seasonal (April-October) part-time job at Chicago Botanic Garden, Glencoe, IL: Tour Guide/Tram Driver. Provide tours to an average of 50,000 passengers per season.

Previous Experience: ALLSTATE INSURANCE COMPANY (all jobs below)

Senior Technology Support Analyst Level 2– Allstate Technology Service Center April 2006 – April 2022

Resolved complex incidents in Alliance as Level 2 analyst for all users, completed incident assignments within service level agreements, and provided technical aid with minimal guidance. Created and modified knowledge articles. Functioned as subject matter expert and support analyst for various applications while analyzing system defects. Analyzed metrics to identify trends (time factors and issue closures), issues and proposed solutions to system analysts.

Investigated and resolved more than 200+ incident tickets per month.

Published 50+ documents and job aids in the ServiceNow knowledgebase.

Led eight (8) focus groups to assess the Problem Management Process and identify trends, strengths and opportunities. Results found irregular usage patterns and behavior. Conclusions supported the need for enterprise-wide adoption and consistent usage of the problem record process.

Coached and trained team members on resolving various issues impacting new Allstate technology.

Allstate Fieldglass Lead – Sourcing & Procurement Solutions May 2017 – Dec. 2017

Completed temporary 7-month assignment to facilitate the launch of a vendor management system, Fieldglass -- which manages the onboarding process for contingent workers to access to Allstate’s facilities and networks; managed the required “Information Security” training for contingent workers.

Guided a project for the online Fieldglass Help Desk tool, which supports more than 5,000 hiring managers.

Successfully aligned technology and business stakeholders on preparing an integration process for contractor onboarding.

Provided daily updates of the Supplier Registrations and Contingent Workers worksheets.

Created an online FAQ for suppliers and a process flow documentation for help desk support.

Resolved and closed more than 200 tickets in the Help Desk tool during the first months of the assignment.

Additional Experience:

Quality Control Analyst: Created, executed test plans for full-cycle testing of new enhancements to existing software. Jan. 2003 – April 2006

Project Manager: Led the overall management of 40 projects. Included the planning, delivery, scope, timelines, metrics, resources, budgets and issues. Aug. 2000 – Jan. 2003

Claims Adjuster, National Catastrophe Center: Evaluated and adjusted over 400 catastrophic property claims. Feb.1998–Aug. 2000

Certifications: Education:

HDI Certified KCS III Principles Master of Arts in Communications

ITIL v.3 Foundations University of Illinois at Chicago

ITIL v.3 Intermediate: Service Transition Bachelor of Arts in Music Education

ITIL v.3 Intermediate: Service Operation American Conservatory of Music, Chicago

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