Summary
Overview
Work History
Education
Skills
Personal
Strengths
Timeline
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Kenneth Ross

Lemoyne,PA

Summary

At Highmark, Inc., I spearheaded technical consulting and solutions, enhancing application support and interdepartmental collaboration. My leadership as a Team Manager and analytical prowess as a Senior Business Analyst led to significant process improvements and client satisfaction. Skilled in technical guidance and issue resolution, I excel in driving projects to successful completion with a focus on efficiency and innovation.

Overview

24
24
years of professional experience

Work History

Business Technical Consultant

Highmark, Inc.
Camp Hill, PA
11.2016 - 01.2025
  • Researched customer tickets (Service Manager, ServiceNOW) to identify and answer their inquiries. These were moved forward if a system change need was identified.
  • Reviewed new functionality and product requests from customers to identify change impacts, and high-level cost estimates.
  • Collaborated with developers to design customized applications for clients' specific requirements.
  • Participated in project planning meetings to discuss scope, timeline and budget.
  • Provided technical advice and guidance to customers on product use.
  • Coordinated software and hardware upgrades across multiple sites.
  • Developed and implemented technical solutions for customer needs.
  • Created detailed documentation of all technical processes and procedures.
  • Delivered comprehensive training sessions on new technologies and systems to client staff.

Team Manager

Highmark, Inc.
Camp Hill, PA
06.2012 - 11.2016
  • Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed while following Agile methodologies.
  • Performed in the function of Product Owner and Scrum Master in this role, included building and executing technical release implementation plans.
  • Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
  • Conducted performance reviews for our team members, including defining salary increases.
  • Collaborated with other managers across the organization in order to identify best practices that could be implemented at all levels.
  • I continued to act in an Accountable Business Lead (ABL) function on several projects I handled individually in this role.

Senior Business Analyst

Highmark, Inc.
Camp Hill, PA
01.2001 - 06.2013
  • Conducted gap analysis between current state processes and desired future state processes.
  • Provided technical assistance on software development projects by providing feedback on design documents, and working closely with developers.
  • Analyzed existing systems and processes, identified gaps and recommended improvements.
  • Documented test cases for validating system functionality against user requirements.
  • Assisted in developing strategies for improving customer service operations efficiency.
  • Worked closely with clients to ensure their satisfaction with the delivered product or service.
  • Worked closely with Medicare's Benefits Coordination and Recovery Center (BCRC) to support all Medicare claims crossover processes.

Education

Bachelor of Science - Computer And Information Systems

Shippensburg University of Pennsylvania
Shippensburg, PA
06-1987

Skills

  • Technical consulting
  • Technical solutions
  • Agile methodologies
  • Issue resolution/troubleshooting
  • TSO/CPUB functions and utilities
  • Macro4 Insinq
  • Researching COBOL II modules
  • Expert with HIPAA X12 transactions

Personal

  • I work very well with others, and I am always willing to assist others. I am personable, approachable, and have excellent rapport with our customers and co-workers. I have strong written and verbal communication skills, effectively explaining my intended message in a manner all can understand.

Strengths

  • Strong IT analytical skills with mainframe structures
  • Excels at researching issues and questions with little information given
  • Excels in providing solutions once issues are identified
  • Excels at developing new functionality

Timeline

Business Technical Consultant

Highmark, Inc.
11.2016 - 01.2025

Team Manager

Highmark, Inc.
06.2012 - 11.2016

Senior Business Analyst

Highmark, Inc.
01.2001 - 06.2013

Bachelor of Science - Computer And Information Systems

Shippensburg University of Pennsylvania

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Kenneth Ross