Systems Analyst and Labor Program Specialist Resume Summary
Resume:
William J. Owen
Augusta, ME *****
*******.*.****@*******.***
OBJECTIVE
To continue my personal and professional growth.
SKILLS PROFILE
Experience in many areas of Unemployment Insurance
Administrative/Management experience
Good analytical and organizational skills
Excellent customer-relations background particularly in difficult situations
Experience handling sensitive and confidential information
EMPLOYMENT HISTORY
System Analyst
UI Professional Services
Augusta, ME (Remote). 2/24/2026 -present
CEO, Bry Fausett 202-***-****
Analyze existing systems to understand its functionalities, workflows, and architecture.
Use existing documentation and templates and work with SME and Developers to build application specific documentation.
Collaborate with SMEs to validate and update existing documentation
Engagement with Stakeholders to understand business needs and system requirements.
Assist in creating Integration test scenarios for applications
Design and execute manual test cases to validate system functionality based on outlined requirements
Detect, investigate, resolve any issues during testing process and document accordingly
Labor Program Specialist
Bureau of Unemployment Compensation, Consortium Project, Augusta, ME 08/03/2020 – present
Team Leader, Kristi Burns
In addition to the duties of the Business Systems Quality Assurance Analyst
as outlined below:
Oversees the development, implementation, and evaluation of new or revised employment, or training initiatives and programs on a statewide basis in order to ensure effective and consistent program operation.
Researches, analyzes, and proposes program enhancements, legislation, and program strategies in order to improve program service options and service delivery for Maine employers and workers.
Monitors, reviews, and evaluates employment training services in order to improve program efficiency and effectiveness and to ensure consistent delivery of services within established guidelines and successful attainment of federal and state performance standards.
Consults and collaborates as needed, with bureau management and departmental partners to develop strategies to better integrate program services in order to improve and/or expand program access and services for its workers and all customers seeking department services.
Coordinates and consults with bureau management team when appropriate in order to plan, design, and implement core staff development training in order to enhance employee job performance and ensure bureau has the staff resources needed to meet current services demand.
Business Systems Quality Assurance Analyst
Bureau of Unemployment Compensation, Consortium Project, Augusta, ME 03/18/2018 – 08/03/2020
Team Leader, Kristi Burns
Researching various Laws, Rules, Policies, and Program Processes.
Reviewing, writing, and executing test cases for the business validation processes.
Documenting as required and following up on any defects detected in the process and escalating them to Supervisor, Business Lead, or Project Manager as necessary.
Review and summarize any changes, issues, and gap requirements for Supervisor, Business Lead, and Project Manager.
Provide support in Adjudication and any Projects assigned by Supervisor.
Solving any problems and or issues regarding Unemployment claims.
Helping the Tax Subject Matter Experts in the Benefits processes as they relate to Tax and assist in test case writing and execution.
Serving as a technical program ‘expert’ for Benefits Staff’s questions or in program initiatives or projects
Perform all duties as described below in prior positions as Claims Representative/Claims Specialist/Claims Adjudicator as prescribed by Team Leader based on business need.
Claims Adjudicator
Bureau of Unemployment Compensation, Augusta, ME 03/17/2014 – 03/18/2018
Team Leader, Maryanne Prince & Diane Morrison
Interviewing individuals and employers to gather information about a person’s eligibility to receive unemployment benefits
Analyzing facts to determine whether benefits will be awarded under Maine unemployment laws.
Writing clear and easily understood decisions regarding Unemployment eligibility.
Solving any problems and or issues regarding Unemployment claims.
Helping the public better understand this program by explaining Maine laws, rules and procedures.
Serving as a technical program ‘expert’ for claims representatives’ questions or in program initiatives or project
Perform all duties as described below in prior positions as Claims Representative/Claims Specialist as prescribed by Team Leader based on business need.
Claims Representative Specialist
Bureau of Unemployment Compensation, Augusta, ME 02/04/2013- 03/16/2014
Team Leader, Diane Morrison
Perform work search audits by researching and analyzing relevant information; interviewing claimants and employers; interpreting and applying Maine Employment Security Law; determining what would need a decision. Work includes participating in appeal hearings as necessary.
Perform duties under Claims Representative Associate I as requested, including attending appeals for Dislocated Workers Benefit Program denials.
Assisting the Team Leader in training new hires and assist in preparing training materials.
Worked with Team Leader and other team members to establish the working process for work search audits performed by Claims Rep Specialists and Claims Adjudicators.
Writes clear and concise statements and documentation using a personal computer.
Acts as the technical advisor on certain Unemployment Insurance laws to staff.
Claims Representative Associate I
Bureau of Unemployment Compensation, Augusta, ME 11/30/2009-02/04/2013
Team Leader, Diane Morrison
Taking any Statements from claimants on potential issues or corrections that are needed on a claimants account.
Assisting Team Leader with any issues regarding Claims that may need corrections.
Daily completion & processing of applications of multiple UI & Federal extension Programs.
Assigned task to handle the Dislocated Workers Benefit Program (taking & processing applications for the program & processing weekly claims for the program).
Handling of Alien Verification process in the Augusta Claims Center.
Handling the review & processing of Dependency Allowance Program.
Handling of daily incoming & outgoing calls from/for claimants.
Taking & processing of Weekly & Initial Claims.
Customer Service Team Member
WholeFoods Market, Portland, ME 03/2008-04/2009
Customer Service Team Leader, Laura Hathaway
Daily handling of customer transactions
Responsible for personal cash drawer
Assistant Manager
Tim Hortons, Topsham, ME 2007-2008
Owner and Manager, Betty Yorke
Office duties included preparing corporate reporting and payroll.
Conducted employee interviews, evaluations and disciplinary actions.
Handled all customer difficulties or complaints for the restaurant.
Performed all cash reporting and balancing for all staff.
Determined and placed daily restaurant orders for food and equipment.
Responsible for all employees scheduling.
Handled customer transactions and special orders.
Waiter
Hacienda Pancho Villa, Brunswick, ME 2005-2007
Owner, Fernando Saldina 207-***-****
Took orders, served restaurant customers, and handled all cash and credit card transactions
Waiter
MacMillians and Company, Brunswick, ME 2004-2005
Owner and Manager, Ed Rogers
Took orders, served restaurant customers, and handled all cash and credit card transactions
Cook
WildOats Bakery & Café, Brunswick, ME 2002-2004
Owner and Manager, Becky Shepard
Took orders, served restaurant customers, and handled all cash and credit card transactions.
Day to day duties included preparing all entrees’ and salads for the lunch cases.
Prepare and stock all frozen “ready to go” entrees’.
Prepared and organized all pre-ordered items for the public and catering customers.
Kitchen Manager
StarFish Grill, Brunswick, ME 1998-2004
Owner and Manager, Alyson Cummings
Assisted in menu planning.
Managed the kitchen, kitchen staff, and stockrooms.
Handled all daily orders and deliveries.
Responsible for all daily food prep.
Took orders, served restaurant customers, and handled all cash and credit card transactions.
Sales Associate & Supervisor
Hannaford Brothers, Brunswick & Lewiston, ME 1992-1997
Manager, Eileen Pelletier
Supervised staff
Handled Customer complaints or problems for front-line staff.
Trained new employees.
Performed daily cash reporting for staff.
Prepared front line scheduling.
Handled daily customer transactions.
EDUCATION
Diploma 1996
Brunswick High School
References
Suzan McKechnie
Bureau Director
Maine Department of Labor
Bureau of Unemployment Compensation
Augusta, Me 04333
Phone #: 207-***-**** *****.*.*********@*****.***
Relationship
Prior Supervisor.
Diane Morrison
Team Leader, Augusta Claims Center
Maine Department of Labor
Bureau of Unemployment Compensation
Augusta, Me 04333
Phone #: 207-***-**** *****.*.********@*****.***
Relationship
Prior Supervisor.
Jody L. Hunn
Business Systems Manager
Maine Department of Labor
Bureau of Unemployment Compensation
Augusta, Me. 04333
Phone #: 207-***-**** ****.*.****@*****.***
Relationship
Co-worker.
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