Alex Craig
Raleigh,NC
Summary
Experienced analyst enthusiastic to combine Java programming experience with a software engineering role. Self-motivated, able to work independently, while fervently dedicated to creating strong team relationships for goal alignment and achievement. Committed to using tenacious work ethic and strong analytical skills to aid in delivering the highest quality product and customer service.
Overview
8
8
years of professional experience
Work History
Member Services Technical Support Lead
North Carolina Department Of State Treasurer
03.2018 - 12.2018
- Developed training material and classes to teach Member Services staff how to provide technical support to members while troubleshooting the issues encountered on self-service website.
- Partnered with Learning & Development Team to craft a formal curriculum for troubleshooting user problems.
- Wrote, posted, and maintained Department's SharePoint Quick Reference for training material, active help desk ticket summaries, relevant announcements, and technical assistance tools.
- Expanded technical assistance scope to include common questions regarding email account and browser setting changes by equipping counselors with email templates and tutorials.
- Functioned as second tier technical support.
- Logged and monitored all help desk tickets for Member Services.
Member Services Technical Support Analyst (Temp)
North Carolina Department Of State Treasurer
03.2017 - 03.2018
- Functioned as Member Services' single point of contact for all concerns related to newly deployed self-service website.
- Interviewed members, analyzing their reported actions to duplicate issue, identify potential root causes, and determine impact.
- Documented support interactions for ticket reference and member follow-up.
- Developed mockups of proposed user interface look and content changes.
- Generated, prioritized, and tracked help desk tickets.
- Attended weekly change management meetings to review status of current sprint tickets.
- Communicated identified issues, applicable workarounds, and status updates to Member Services management.
- Collaborated with software development team on reported bugs and enhancements, supplying test cases, and performing user acceptance and regression testing.
- Developed support documentation that enabled user community to find resolutions to questions without intervention from support team.
Survivor Benefits Quality Control Analyst
North Carolina Department Of State Treasurer
06.2015 - 12.2016
- Elected to write 200+ pages on complexities of benefit eligibility and calculation variables, constructing a comprehensive reference of accredited facts and step-by-step examples to amend theoretical training material for greater daily guidance.
- Evaluated technical issues and enhancements proposed by myself, quality control, analysts, and supervisors - presented assessments of priority, root cause, and impact in weekly meetings with management.
- Interviewed subject matter experts from disability, employer reporting, and overpayments to clarify
their business rules and technical processes for development of requirements and legal to ensure statute compliance. - Managed all help desk ticket related processes for Survivor Benefits section.
- Advised stakeholders, in emails and section meetings, of current system issues and enhancements,
including probable testing and deployment timeline, reference material, and workarounds.
Survivor Benefits Analyst
North Carolina Department Of State Treasurer
10.2013 - 06.2015
- Created application in Excel to replace manual benefit calculation, decreasing process time from 30+ minutes to seconds, and providing result breakdown documentation.
- Identified high-impact, erroneous logic in new module benefit calculation after audit of 100 files and current help desk tickets.
- Facilitated meeting with Operations, IT, and Legal representatives to present issue facts and audit findings.
- Partnered with lead developer to generate calculation methodology, comparing proposed solutions with technical requirements and use cases.
- Collaborated with IT and Legal to increase accuracy of software benefit eligibility and calculation by 20%.
- Spearheaded help desk ticket management for Survivor Benefits section, filtering ticket requests for validity and aggregating common claims to cease extraneous help desk ticket creation.
- Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
Fire & Rescue Fund | Employee Reporting (Temp)
North Carolina Department Of State Treasurer
02.2013 - 10.2013
- Assessed and recorded receipt of completed pension reports and payments for the Fireman and Rescue Squad Pension Fund.
- Executed new enrollments and agency transfers.
- Educated fire and rescue squad chiefs on implications of recent statute changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Analyzed flagged employee payroll records from state and local agencies to identify and resolve validation issues.
General Partner
Henley Vintage Auto
12.2010 - 01.2013
- Managed global distribution of vintage European car parts through e-commerce sales.
- Disassembled cars for marketable parts.
- Established and maintained inventory and detailed bookkeeping records.
- Administered all accounts payable and receivable.
- Prepared and filed quarterly and annual tax paperwork.
Education
Associate of Applied Science - Computer Programming And Development
Wake Technical Community College
Raleigh, NC12.2023
Associate of Arts -
Wake Technical Community College
Raleigh, NC12.2023
Full Stack Web Application Development- Ruby
Talent Tech South
Raleigh, NC03.2016
Mount Olive Community College
Raleigh, NCNorth Carolina School of The Arts
Winston-salem, NCSkills
- Client Communication and Empathy
- Stakeholder Relations
- Teamwork and Collaboration
- Requirements Analysis and Definition
- Change Management Process
- Technical Issues Analysis
- Logging Support Tickets
- Issue and Resolution Tracking
- Solution Testing and Implementation
- Training Material Development
- User Documentation Production
- Personnel Training
- Languages: Java (Primary), Python, C#, Ruby
- Version Control: Git, GitHub
Affiliations
National Society of Leadership and Success
Timeline
Member Services Technical Support Lead
North Carolina Department Of State Treasurer
03.2018 - 12.2018
Member Services Technical Support Analyst (Temp)
North Carolina Department Of State Treasurer
03.2017 - 03.2018
Survivor Benefits Quality Control Analyst
North Carolina Department Of State Treasurer
06.2015 - 12.2016
Survivor Benefits Analyst
North Carolina Department Of State Treasurer
10.2013 - 06.2015
Fire & Rescue Fund | Employee Reporting (Temp)
North Carolina Department Of State Treasurer
02.2013 - 10.2013
General Partner
Henley Vintage Auto
12.2010 - 01.2013
Associate of Applied Science - Computer Programming And Development
Wake Technical Community College
Associate of Arts -
Wake Technical Community College
Full Stack Web Application Development- Ruby
Talent Tech South
Mount Olive Community College
North Carolina School of The Arts
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