Customer Service Management
Resume:
MICHAEL K. STRAUGHN
Oswego, IL 60543
**********@*********.***
Summary
Business Systems Analyst with 10+ years experience in requirements gathering, design, testing, implementation and documentation. Application experience in mortgage fulfillment, financial accounting, group health, disability, workers compensation and auto medical bill processing.
Areas of strength include:
* Creative Problem Solving
* Effective Communication Skills
* Solid Technical Skills
* Time Management
* Customer Service
* Project Analysis and Planning Skills
Experience
Application Analyst, TRIZETTO CORP, Naperville, IL April 2007 - December 2011
* Solve technical problems on Trizetto's proprietary Qiclink Medical Claims Processing software package
* Perform Customer Support on both UNIX and GUI based Qiclink software, including testing and problem documentation
* Document the resolution of problems clearly and concisely using in house problem tracking software
* Act as liaison between customers and Trizetto?s internal departments (Technical Support, Product Management and Product Development)
* Utilize SQL Query to assist in problem resolution
Senior Business Analyst, OCWEN/CREDIT SUISSE, Downers Grove, IL March 2003 - Feb 2007
* Business Analyst and Test Manager for design of in-house object oriented Mortgage Review/Fulfillment software package
* Act as liaison between Ocwen/Credit Suisse loan operations and technical staffs regarding on going data transfers, system enhancements and management reports for Mortgage Review/Fulfillment software
* Proficiency in Microsoft Access, XML Messaging and SQL
Technical Coordinator/Business Analyst,THE HARTFORD, Aurora, IL January 1993 - March 2003
* Developed technical design specs for Corp Sys Med Cost Mgmt
* Project management from design through testing, implementation and user documentation
* Act as liaison between Hartford and Corporate Systems technical staffs regarding data transfers, system enhancements, management reports and projects
* Daily operations support issues on workers? compensation and auto medical bill processing systems
Disability Design Analyst, CORPORATE SYSTEMS, Lisle, IL Sept 1992 - December 1992
* Program design, documentation, testing, screen design and reports for Disability Claims Management System
Customer Support Representative, STENOGRAPH CORP., Mt. Prospect, IL November 1991 - Sept 1992
* Tech support of PC based transcription software/hardware, on all PC/clone platforms and printers
System Administrator, BENEFIT ADMINISTRATIVE SYSTEMS, Homewood, IL June 1984 - August 1991
* Supervised DP personnel: scheduled daily input/output, and month/year-end reporting
* Developed program changes (COBOL), custom report writing, set-up and admin of Cobra and Flex Benefit Plans and conversion to TI 1530 System V with RIMS QIC/Claim 2 Software
Systems Representative, UNISYS (BURROUGHS CORP.), Lombard, IL January 1981 - June 1984
* Tech support of accounting packages, including on-site and classroom training, COBOL programming and report writing
* Developed custom claims payment software package for Benefit Administrative Systems
Education: Bachelor of Science, Marketing Northern Illinois University
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