Montgomery, AL 36116 (334) 625-8653 (Mobile) cb9a89f6@westpost.net EMPLOYMENT User Access Analyst, Oklahoma City, OK December 2009 - Present Farmers Insurance Group: Shared Services IT Risk Department * Responsible for providing IT system access's with the focus on mitigating risk * Assign weekly work assignments out to the team * Complete system access audits and provide the results to state auditors and se nior management * Develop policies and procedures for system access's and create documentation * Facilitates closure to problem ticket/service requests for timely resolution * Conducts 1st level problem determination and documentation using the appropria te tool(s) * Train new employees on systems and processes Developer I, Oklahoma City, OK November 2008 - December 2009 Farmers Insurance Group * Designed, developed and documented ERP system for customer, utilizing an Oracl e backend with C# and VB front end to assist with all logistical needs. * Consolidated Farmers OLEM ERP and Farmers/Zurich HRIS systems * Partnered closely with customers to meet specific modification and function ne eds User Access Analyst, Oklahoma City, OK July 2007 - November 2008 Farmers Insurance Group: Shared Services IT Risk Department * Designed, implemented and maintained the ID Administration Database (currently houses over 23,000 employee IT records) * Managed and maintained the ID Administration queue that created all IT account s for employees/contractors entering the Farmers network * Responsible for troubleshooting system outages and partnering with other group s to resolve issues as a result of outages * Managed the email accounts through Lotus Notes * Trained all ID Administrators on ID creation, security and auditing procedures
Helpdesk Senior Analyst Oklahoma City, OK July 2005 - July 2007
Farmers Insurance Group * Provided support for resolution on hardware/software issues for internal claim s adjusters * Resolved customer issues on the following software applications: Internet Expl orer, Lotus Notes, Windows Office Suite (windows 2000, NT & XP), VPN, Fiberlink, Mainframe environments, and Siebel * Responsible for training new Help Desk employees on policies and procedures, s oft skills, and system configurations * Responsible for troubleshooting software and procedural issues in the claims s ystem Analyst, Broomfield CO December 2004-May 2005 Level 3 Communications (Teksystems) Level 3 Comminications * Managed and maintained software test scripts for IAT and UAT software testing * Executed test scripts during system test and regression test phases of project s * Provided management with daily progress updates insure scheduling compliance * Diagnosed and communicated software defects to developers * Defined and implemented test automation plans for multiple integrated applicat ions and processes * Utilized SQL to verify and update data input into the databases via software t ests Palmer Consulting, Bellevue, WA. August 2001-November 2002 Telecom Consultant (Full Time) for Verizon Wireless * Managed sales office builds with vendors, suppliers, engineers and telecom man agers * Requested pricing for all proposed circuit and telecom builds and placed order s once the winning vendor was selected * Scheduled telecom turn-up requests between our vendors and internal support st aff * Performed analysis and maintenance on billing to verify contract compliance an d billing disputes * Produced weekly, monthly, and quarterly reports for six call centers traffic u sages utilizing Crystal Reports MCI (Tulsa, OK) April 1999 - August 2001 Customer Account Representative, Wholesale Carrier Customer Service (Full Time) * Supported telemetry lines and equipment for one of the largest cellular carrie rs in the US and worked directly with their call center managers. * Served as primary contact point for customers and coordinated resolutions of b illing discrepancies, provisioning and install/maintenance issues, trouble shoot ing, DS-1 and Frame Relay pricing, and MCI WorldCom policies and procedures * Documented all orders and customer installs for their call centers and sales o ffices, and produced monthly reports utilizing Crystal Reports * Organized and attended on-site customer visits regularly to build and maintain excellent customer relations, coordinated new customer initialization and train ing * Maintained an essential role in customer and Carrier Sales Support to ensure t hat all customer needs were met EDUCATION Oklahoma City University Jan 2006 - May 2008 Masters Degree: Businesses Administration. Oklahoma State University Aug 2001- Dec 2003 Bachelors Degree: Management Information Systems. TRAINING C#, ASP2.0, VB, MS Sql Server, All MC Windows OS, Windows 2k server, Active Dire ctory, SQL, Quicken, QuickBooks, Quicktest Pro, Cat 5 Cabling, Tivoli Identity M anager, Toad, Lotus Notes, MS Outlook