Jessica McLean
Second Level Product Support LHIPS - State Farm
Anna,TX
1
Certification
13
years of professional experience
Dynamic leader with a proven track record of driving process improvements through subject matter expertise and analytical skills, effectively addressing business challenges while prioritizing customer success. Over a decade of experience in optimizing productivity and enhancing efficiency across diverse environments, adept at managing multiple projects simultaneously. Collaborative team player skilled in working with cross-functional teams to establish order amidst complexity and foster a cohesive work environment. Eager to leverage extensive knowledge of agile methodologies and scrum practices to implement innovative solutions that deliver tangible value.
Work History
Technology Analyst (TWA)
4 Years 11 Months- Team Lead: Led team for the past 4 years and championed new ideas, systems and processes to enable the team to be more proactive and allow better outcomes for clients.
- Mentor, coach and trained new team members providing guidance and support for them to succeed in their roles.
- Process Optimization: Audited and overhauled the ticket submission process and designed a new user system allowing a simpler and easier way to create and track operations tickets within the product support team, all while maintaining SLAs. by designing a user interface for ticket submissions. Worked in partnership with a developer to create the user interface, where users can create a ticket directly into ServiceNow, that provides all information to the support team to resolve tickets.
- The interface includes all data that is needed, reducing the need for an RITM or phone call to the support team, reducing ticket resolution time and providing ticket status back to the user.
- Ticket Trends: Identified support ticket trends and escalated findings to the development team so that product fixes could be implemented.
- Based on the trends, created a tag system that allows better data collection allowing teams to better understand trends before and during outages, allowing product teams to create dashboards to help monitor ticket statuses allowing real-time monitoring of production fixes.
- Triage Resolution: Triage and resolve diverse range of technical issues for business partners and clients for various products in Life and Health apps, utilizing multiple applications including LAT, Jenkins, JDT, e-signature Dashboard.
- Assist customers in identifying issues and explain solutions to restore functionality while translating complex technical issues into digestible Language for non-technical users.
- Stakeholder Collaboration: Collaborate with colleagues for supported products while maintaining and expanding knowledge of Life, Health, Philibert, and Underwriting.
Technology Analyst (TWA)
3 Months- As an agile team member I attended all ceremonies to support new or enhanced products.
- Served as a back up Scrum Master able to lead weekly cross-functional team meetings.
- Tracked stories and testing on VersionOne and updated as necessary.
- Engaged with agile team members to write and groom features.
- Conducted testing in LPAT system and provided EOT to Product Owner and feedback to developers as needed.
Administrative Assistant II
1 Year 11 Months- Supported multiple Sales Leaders through personal document management, calendar organization, event planning logistics and expense reporting and reimbursements by utilizing Outlook, OneNote, Word, and Excel while focusing on building relationships.
- Selected to review and streamline existing processes to improve accuracy, efficiency and service quality while training peer groups on new processes, such as expense processing.
- Identified plans and resources required to meet project goals and objectives while setting realistic timelines.
- Utilized knowledge of Agile and Project planning skills to implement new products, like the shared OneNote that was set up for multiple team usage.
- Chosen to work with a team to develop a system to collect and update existing data then used to create a Repository of Agent Buddy information for South Central Market Area.
- Guided and mentored new and current associates to help them successfully support their Sales Leaders to sponsor the seamless transition of duties.
- Selected for the Looking for Leadership Within pilot program receiving mentoring and leadership training.
Office Manager
2 Years- Streamlined office operations by computerizing activities, managing customer communications, scheduling payments and tracking records and documents
- Drove implementation of new system, and set up software to automate client correspondence and record keeping, clinical charts, creating templates, and patient retention by conducting parallel testing and seamless transition
- Coached and trained new hires on company processes while managing employees to ensure maximum production
Education
Associate of Arts - Liberal Arts And General Studies
Skills
Methodologies & Operations: Agile Methodology
Process Oriented
Process optimization
Analytical thinking.
Interpersonal & Leadership: Accountability
Strong communication
Collaboration
Relationship Building
Facilitation skills.
Professional Traits & Tools: Organizational skills
Customer service
Initiative
High Accuracy
Flexible & Adaptable
Brand
I am a continuous learner who is authentic and fearless. I am a thought leader that brings ideas and positivity to everything I do.
Certification
- Certified Project Owner - 2023
- Tosca Certified - Tricentis - 2021
- Certified Agile Project Management - Udemy - 2020
- Certified Scrum Master - Scrum Alliance - 2019
- Project Management Certified - Collin County Community College - 2019
Timeline
Technology Analyst (TWA)
Second Level Product Support LHIPS - State Farm
09.2021 - CurrentRead More
Technology Analyst (TWA)
Life Mod Claims - State Farm
06.2021 - 09.2021Read More
Administrative Assistant II
State Farm
07.2019 - 06.2021Read More
Office Manager
Dr. John Grinaldi
01.2014 - 01.2016Read More
Collin County Community College District
Associate of Arts from Liberal Arts And General Studies
Read More