Summary
Overview
Work History
Education
Skills
Timeline
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Nicole Cole

Macon,GA

Summary

Critical thinking Software Analyst II with proven success at driving software projects to meet business and user needs. Integrates technical and programming expertise with broad understanding of stakeholder requirements. Works under pressure and communicates concisely and clearly with customers, developers and management. Dynamic analyst committed to optimizing systems performance for reduced operational costs and streamlined workflows. Performs timely software installations and tests alongside routine troubleshooting to facilitate system transitions and minimize downtime. Simplifies complex topics and processes to make technical interactions less intimidating for average users.

Overview

18
18
years of professional experience

Work History

Software Analyst II

GEICO
10.2018 - Current
  • Designed, developed and integrated software solutions based on business requirements and objectives.
  • Balanced multiple projects by completing and updating documentation, managing scope and adjusting schedules.
  • Created customized development frameworks for customers based on specific business goals and budgetary constraints.
  • Developed and implemented workflow templates, prioritizing efficiency and ease-of-use for end-users of GEICO's Billing software.
  • Worked closely with business users and business analysts to understand functionality and propose creative solutions to meet business needs.
  • Completed software development lifecycle from requirement analysis to test planning, test case development and test execution.
  • Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
  • Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
  • Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
  • Analyzed existing systems and databases and recommended enhancements to solve business needs
  • Collaborated with upper management to drive strategy and implement new processes.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.

Trainer

GEICO
08.2006 - 10.2018
  • Mentored and trained 15 new hires per month, resulting in stronger staff development and increased productivity.
  • Monitored and reported trainee progress, introducing new learning tools to address individual needs.
  • Analyzed team performance and identified opportunities for additional training.
  • Monitored participant workflow and behaviors throughout training process.
  • Developed effective training plans based on department needs and objectives.
  • Tracked attendance and evaluated progress for assigned trainees.
  • Developed individualized training plans to achieve staff readiness.
  • Educated clients on proper use of products and systems.
  • Supported productivity increase and business growth through new hire training and mentoring.
  • Prepared and presented supplementary learning material to support structured lessons.
  • Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
  • Contributed to reductions in employee turnover by revamping training programs.

Dispatcher

GEICO
09.2005 - 08.2006
  • Communicated with customers who were in need of Emergency Road Service to coordinate timely response of tow providers.
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
  • Maintained professional relationship with tow providers to increase trust, reliability and rapport.
  • Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Processed invoices and payments for dispatched orders to provide proof of transaction.

Education

High School Diploma -

Jones County High School
Gray, GA
05.2005

Skills

  • Agile Certified
  • Project Proposals
  • Problem Resolution
  • SQL Server Database
  • User Acceptance Testing (UAT)
  • Improvement Recommendations
  • Gather Project Requirements
  • Software Process Management
  • Collect and Model Data
  • Project Management
  • Requirements Specifications
  • Bug Fixes

Timeline

Software Analyst II

GEICO
10.2018 - Current

Trainer

GEICO
08.2006 - 10.2018

Dispatcher

GEICO
09.2005 - 08.2006

High School Diploma -

Jones County High School

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