Operations & Project Management Leader

Mark Kenerley

**** ******** ** ***** *****, MO **065

C-309-***-**** E- **************@*****.***

Professional Summary

My experience has focused on everything from general business operations and management with exposure to contact center operations (specifically collections), insurance, and financial services. I have several years of technical, business and security focused skills; including mapping start to finish processes. My knowledge and experience span across both technical and business areas.

Core Qualifications

Proficient in communicating across all levels of an enterprise.

oExcellent in gathering and planning requirements to build communications and project requirements.

oSolid business communication and presentation skills

oAdept at creating, editing, and coordinating extensive communication networks including facilitation of Joint Application Design (JAD) sessions and interviews, written correspondence, status reports, implementation requirements, project status reports, oral presentations, and email to keep executive staff and team members apprised of goals, issues, and conflict resolution

Proficiency in Agile processes

oExpert in the SCRUM process flow

oDocumentation SPECs, SOWs, all Agile documentation process

oKanban expert on workflows (WIPs, incremental breakdowns during stand ups, etc.)

oExcel at facilitating requirement gathering sessions.

oConduct feasibility studies and Impact Analysis, Risk analysis & management, and base lining acceptance criteria.

oExpertise in managing several projects simultaneously for Software Lifecycle Management

o

Data

oIdentifying data sources/targets, data structure, data modeling, data cleansing, data loading

oKnowledge of Business Intelligence, user interface development and testing, EDI and Business Architecture with expertise in grasping transaction flows and process management

oExpert in defining key metrics, dimensions, and hierarchies

oExpert on creating detailed data, adoption, end user impacts/outcomes and change management dashboards for metrics

Technical

oPrimavera, ServiceNow (focusing on CJA, Adoption data/metrics), I5 (AS400), housing setup and data capture

oSAP S/4HANA, AS400 payments

oSAS, Cognos, QlikView, Tableau, Power BI, Power Automate, and other analytic tools and applications

oCapable in creating dynamic dashboards and reports using prompts, filters, calculations, conditional formatting and drill down properties.

Tools used to create dashboards:

ServiceNow

Adobe Experience Platform (AEP)

Power BI

oMicrosoft Dynamics AX, Office 365, Cisco Call Manager, Microsoft Office products and social media platforms

Work Experience

Rose International/ Department of Elementary and Secondary Education (DESE) Jan-2025 to Feb 2026

Business System Analyst/Quality Assurance Analyst

The purpose of this position was to coordinate a ticketing service process (work items) on handling maintenance for internal applications. This included implementing process improvements to enhance quality and quantity of ticketing handling.

Lead daily stand-ups to gather status of developers and assigned tickets. Captured status updates for leadership, including communication and other back-end needs. Provided backup as needed between Business Analyst (BA) and end users and help overcome roadblocks, communication, and prioritization.

Quality evaluated in Developmental stage of application triage and/or updates completed by Developers.

Development of any new SPECS on new modernization projects.

oNew projects implemented tracked and monitored metrics and end user data on adoption, satisfaction, drop, etc.

Comparing month by month reporting

Live reporting

oMonitored level responses on tracking.

Through internal applications tracked monitor payments from school districts to the State and Federal government ensuring accuracy and completion updated through SAP S/4HANA

oTuition

oTaxes

oEtc.

Managed the escalation process of new work items determined to be a zero day/hot fix, and ensure escalated state is correct.

Facilitated meetings with stakeholders to review work items, including scoping out resolution plans for work needed to execute solutions. Ensured proper communication upon completion.

Held developmental meetings with leadership on ongoing work items. Reviewed the overall process and ensured readiness for upcoming changes including new projects. Identified increasing workloads from implementations/changes to internal applications.

Country Companies/TEK Systems Jan 29, 2024, to Dec-2024

Risk Lead Business/System Analyst

The purpose of this position was to build out and automate a current risk dashboard that gets published weekly. This included continually maintaining and communicating dashboard results to Executive Leadership.

Coordinated and facilitated scoping meetings with data owners and other stakeholders connected to the data.

Collaborated with engineers to determine starting points of automation into either an internal and/or external application needed from a possible vendor while engaging vendor management and purchasing as we develop any new tools needed to acquire.

oWhen implementing news tools/applications to call centers and brokers office we used campaign responses on mailings, email and cold calling developed MTD, YTD and real time updates

Inquiries

Add Ons

New customers

Determined impacts on process changes needed.

Developed and delivered multi end-user interactive dashboard for tracking security trends.

Collaborated with working billing and payments on Business Partners and/ customers ensuring accuracy and main responsible follow-up track issues on possible missing payments or misapplied payments

State Farm Insurance/TEK Systems

Risk Technical Analyst Aug-2018- Dec-2023

The purpose of this position was to ensure personal and company information assets are protected. Developed and monitored risks to the enterprise, coordinating fix packs and patches. Creating and documenting business and IT requirements and tracking back log items.

Proactive Security Steps

Reviewed new vulnerabilities that are in the public spectrum via vendor, client, or other avenues. Determined if technology was in use internally at the organization. Gathered data to determine impacts and next steps to remediate or mitigate the vulnerabilities. Created dashboards using analytic tools, ensuring data was accurate. (YTD, MTD and live updates) Communicated data via SharePoint and other means of communication regarding trends, issues, and level of progress.

Reactive Security Steps

Performed scans of servers and workstations for potential attack vulnerabilities that were not remediated through proactive steps. Implemented fixes using ServiceNow to deploy tickets to asset owners. Gathered data to determine steps that needed to start to remediate or mitigate vulnerabilities. Created timelines based on security scoring when vulnerabilities that needed to be remediate/mitigated. Analyzed responses and determined if the proposed remediation would successfully eliminate the risk. Created dashboards using analytic tools, ensuring data is accurate and communicating data on SharePoint and other means of communication on trends, issues, and level of progress.

Developed executive summaries to communicate status on both initiative-taking and reactive vulnerability tracking to executive leadership. (Dashboard and PowerPoint)

State Farm Insurance/TEK Systems

Business Analyst, Integrated Solutions Department Oct 2014 to Dec 2017

The purpose of this program was to develop new applications for a partnered company, including development of new security firewalls.

Developed upfront documentation for the collaboration and pass off work (RFP, SOW, ETC.)

Implemented new internal applications to restrict both sides from seeing documents/information that was not part of scope.

Developed business and systems requirements documentation for specified units and to ensure compliance due to regulatory mandates.

Captured, consolidated, and communicated information between SMEs and development teams. Coordinated and facilitated meetings with Business Sponsors, Systems Sponsors, Program Managers and Project Managers to communicate and confirm required work effort activation steps. Effectively used SharePoint and Lotus Notes for documentation and communication.

oReal time adoption metrics for partnered companies.

Using questionnaires responses on satisfaction

Security access entry points to bridges build while transferring information, data.

*State Farm sold off Canadian Market space to Desjardin starting in 2014. Worked directly with Treasury Departments in both countries ensuring compliance and tax laws. Working directly with Bank Directories ensuring transfer of the bank information on billing and ensuring encryptions were being used during transfers and monitoring through a risk dashboard until adoption was achieved.

State Farm Insurance/TEK Systems

Business Analyst, Enterprise Change Adoption End User Impact Oct 2012 – Sept 2014

The purpose of this area was to implement and track adoption and success of new applications for end users to improve processes and procedures inside systems and business areas.

Served as Scrum Master/Leader for new projects/implementations.

Lead seven major enterprise implementation changes on time and under budget.

Worked with Project Managers, Subject Matter Experts, Analysts and Stakeholders to develop and create relevant Project Charters and SOWS.

Facilitated scoping meetings to define upfront success metrics of the implementation change process.

Organized and facilitated requirements gathering sessions. Identify and remove roadblocks.

Built and monitored feedback loops (dashboards) to identify key metrics to trend further change adoption needs.

oUsing real time metrics. YTD, MTD

oCollaborating with Actuary on data accuracy

Optimized data collection procedures and generated reports on a weekly, monthly, and quarterly basis.

Strengthened risk mitigation techniques and improved process efficiencies while meeting stringent regulatory requirements.

Provided interpretation of business rules and requirements for technical system upgrades while tracking progress. Developed and created a successful handoff process for permanent project team.

Salesforce, Drive Safe and Save and other major implementations to agents’ office using SAP S/4HANA

oCoordinated updated billing and payment methods to ensure accuracy on SSI and SI payments.

oCompleted and communicated feedback loops on risk issues to executive level weekly

oHandled risk issues on individual payments

**Since 2013, I have been working two jobs which is why there is crossover on some employment dates**

Afni, Inc. Bloomington, IL June 2013-present

Subrogation Senior Lead Specialist

Subrogated property and auto losses for forty-eight different insurance clients.

Performed outbound and inbound calls to at-fault uninsured customers or the at-fault customer’s insurance subrogation departments.

Prepared briefs and arguments for arbitration and managed my own accounts daily and monitored specialist accounts.

Organized and facilitated monthly client external audits on files and systems.

3rd level escalation issues from consumers, clients and staff.

2nd level support for service technical tickets for Cisco, I5, predictive dialer LiveVox and over systems issues.

Worked from 1994- 2012 at AFNI at all levels of the organization. That work history information can be provided if needed.

Manager over medical collections for OSF out of Peoria Illinois. Engaged in billing Medicaid and Medicare for patient bills. Worked with counterpart at OSF directly to ensure accuracy on denials and resubmitting accurate information to clear the approval.

Collaborated with finance team on payments inward from consumers and transactions reporting outward to clients ensuring accuracy fee management using AS/400 (IBM)

oEnsuring clients portals are updated timely and accurately

oHandling data to ensure depending on clients’ applications were being transmitted correctly

oHandling audits with counterparts from clients’ financial departments

Managed a team for bank delinquent loans for State Farm Bank. (property and auto)

Part of the leadership team responsible for interviewing and hiring new employees

oPart of the deployment team that was sent to new areas to open new hubs for expanding company.

Pre interviews determine “local” talent and levels to determine could be fill mandated head count for the new hub.

At one point, I had 461 direct reports.

Education:

Quincy College; Majored in History/Education

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