Experience

Frank Winston Crum Insurance

• United States
• Insurance
• 1 - 100 Employee

• Insurance Application Support Analyst

  • Feb 2023 - Present

  •Leads the role in triaging production support tickets. •Operates and supports the services you own to the established SLAs. •Works closely with Infrastructure, and other DEV teams to support the software delivery process. •Maintains excellent communication with IT Management on all tasks and projects. •Provides reports on IT systems performance and logging to management. •Assures compliance requirements are met for the Insurance area. •Leads the role in triaging production support tickets. •Operates and supports the services you own to the established SLAs. •Works closely with Infrastructure, and other DEV teams to support the software delivery process. •Maintains excellent communication with IT Management on all tasks and projects. •Provides reports on IT systems performance and logging to management. •Assures compliance requirements are met for the Insurance area.



CNA Insurance

• United States
• Insurance
• 700 & Above Employee

• Software Engineer

  • Aug 2016 - Jan 2023

  • Manage/resolve escalated issues through ticketing system – Service Now • Consistently 1 or 2 ranked ticket handling metrics –incident longevity, calls handled, customer satisfaction • Research and provide reporting related infrastructure enhancement for the business • Working knowledge of Jira – Task, Sprints, update progress/notes • Develop and release Commercial rate updates for Property, Crime, General Liability. • Prepares program test data, unit tests and debugs… Show more • Manage/resolve escalated issues through ticketing system – Service Now • Consistently 1 or 2 ranked ticket handling metrics –incident longevity, calls handled, customer satisfaction • Research and provide reporting related infrastructure enhancement for the business • Working knowledge of Jira – Task, Sprints, update progress/notes • Develop and release Commercial rate updates for Property, Crime, General Liability. • Prepares program test data, unit tests and debugs programs • SOP creation/and revision for departments applications. • Prepares program test data, unit tests and debugs programs • Develops and modifies existing code applications. • Liaison between clients and applications areas • Oversees support of implementation of applications and rollouts. • Insbridge Rating Engine (Code & Support) • Assisted with training of employees through system integration testing, protocols, and procedure changes Show less • Manage/resolve escalated issues through ticketing system – Service Now • Consistently 1 or 2 ranked ticket handling metrics –incident longevity, calls handled, customer satisfaction • Research and provide reporting related infrastructure enhancement for the business • Working knowledge of Jira – Task, Sprints, update progress/notes • Develop and release Commercial rate updates for Property, Crime, General Liability. • Prepares program test data, unit tests and debugs… Show more • Manage/resolve escalated issues through ticketing system – Service Now • Consistently 1 or 2 ranked ticket handling metrics –incident longevity, calls handled, customer satisfaction • Research and provide reporting related infrastructure enhancement for the business • Working knowledge of Jira – Task, Sprints, update progress/notes • Develop and release Commercial rate updates for Property, Crime, General Liability. • Prepares program test data, unit tests and debugs programs • SOP creation/and revision for departments applications. • Prepares program test data, unit tests and debugs programs • Develops and modifies existing code applications. • Liaison between clients and applications areas • Oversees support of implementation of applications and rollouts. • Insbridge Rating Engine (Code & Support) • Assisted with training of employees through system integration testing, protocols, and procedure changes Show less



Interplan LLC - Nationwide Development Architects and Engineers

• Architecture and Planning
• 100 - 200 Employee

• Systems Programmer

  • Apr 2014 - Aug 2016

  • Program creation and design, functionality testing and debugging • Scripting and development via power shell and CLI • Prepares program test data, unit tests and debugs programs • Served as company admin for all things having to do with troubleshooting, network, software, and intranet. • Provided support for complex technical issues in person and remotely company wide • Responsible for Imaging, computer setup, phone setup, AD management, reconfiguration for employees • Program creation and design, functionality testing and debugging • Scripting and development via power shell and CLI • Prepares program test data, unit tests and debugs programs • Served as company admin for all things having to do with troubleshooting, network, software, and intranet. • Provided support for complex technical issues in person and remotely company wide • Responsible for Imaging, computer setup, phone setup, AD management, reconfiguration for employees



Contact Calls America

• Orlando, Florida Area

• Information Systems Support

  • Nov 2013 - Apr 2014

  • Provide Technical support and first-call resolution • Provide Technical support and first-call resolution



DeVry University

• United States
• Higher Education
• 700 & Above Employee

• Library Assistant

  • Feb 2012 - Apr 2013

  • Organize books, circulation of books • Check out and discharge books to students • Process call slips to other locations • Assist students with log-in issues

• Student

  • 2010 - 2013