Meghan A Stevens
IT Business Analyst, L1 Support Lead
Nashua,NH
Summary
Dedicated Information Technology professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Information Technology Business Analyst, L1 Support Lead
Savings Bank Life Insurance
Woburn, MA
11.2019 - Current
- Established and lead Tier 1 production support team setting priority to daily production processes
- Improved systems with addition of new features and infrastructure.
- Assessed business requirements to create focused solutions.
- Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
- Investigated system issues and implemented resolutions to reduce downtime.
- Assisted in troubleshooting network, cyber-security and non-standard software and hardware related issues.
- Developed diagrams to describe and lay out logical operational steps.
- Researched and adopted new technologies to add value to existing offerings.
- Enhanced interfaces to promote better functionality for users.
- Organized system operating procedures to strengthen controls.
- Monitored employee tasks to gauge business functions and inefficiencies.
- Established requirements to bolster management decision support reporting.
- Aid in resolution of daily production issues
- Aid users to identify needs and recommend enhancements
- Designed workflows within our internal ticketing system to streamline processes
- Update documents to support standardization and changes needed
- Administer and resolve daily application support requests on both SaaS and On-Premises applications
- Develop test plans, test new workflows and system updates to ensure smooth transition to users
- Liaison and main point of contact between production team and other business partners to coordinate production changes
- Provide analytical and application support for IT based projects and products
- Research and recommend new software and upgrades to current
- Trained and supported internal teams on how to analyze and improve processes
Information Technology Documentation Administrator
Savings Bank Life Insurance
Woburn, MA
09.2014 - 11.2019
- Maintained and reviewed current documentation to ensure standardization
- Maintained departmental policy and procedure manuals
- Maintained all IT associated vendor contracts and vendor information
- Reviewed system generated forms ensuring documents are current and grammatically correct
- Liaison and main point of contact between business partners for testing and publishing of compliant application packages and forms
- Provide administrative support for company wide applications
- Perform account mapping for audit purposes which includes tracking system access for employees
- Assessed business requirements to create focused solutions.
- Successfully procured contract management software
- Automated & documented our vendor contract request and suppository process
- Support all business areas with process as well as administer maintenance, upgrades and workflows as enhancement needs arise
- Assist with development and automation of company’s project management process
Call Center Representative
Savings Bank Life Insurance
Woburn, MA
03.2007 - 09.2014
- Answered between 90 and 120 questions and concerns from customers daily
- Resolved all customer issues and requests within same day, 94% of time
- Recognized for achieving overall customer satisfaction scores of 98% or higher, for 3 years.
- Main point of contact between multiple business units and business partners.
Education
Bachelor of Science - Business Administration
Franklin Pierce College
01.2011 - 05.2011
Skills
Business Analysis
Certification
ITIL Foundation Certificate in IT Service Management
Timeline
ITIL Foundation Certificate in IT Service Management
03-2022
Information Technology Business Analyst, L1 Support Lead
Savings Bank Life Insurance
11.2019 - Current
Information Technology Documentation Administrator
Savings Bank Life Insurance
09.2014 - 11.2019
Bachelor of Science - Business Administration
Franklin Pierce College
01.2011 - 05.2011
Call Center Representative
Savings Bank Life Insurance
03.2007 - 09.2014
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