Todd Gump
Huntertown,IN
Summary
Results-driven professional with extensive experience in technical support and application analysis. Skilled in troubleshooting and enhancing product specifications, while ensuring quality assurance. Ready to leverage expertise to drive client satisfaction and streamline product performance.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technology Product Specialist
K2 Insurance Service
Fort Wayne, Indiana
04.2024 - 07.2025
- Collaborated with MGAs, agents, carriers, and K2 team leads to define specifications for insurance filings and new lines of business.
- Provided technical support for IMS and Joshu, troubleshooting product issues for MGAs and agents.
- Conducted quality assurance testing on IMS and Joshu software products prior to release.
- Managed end-to-end resolution of product support issues, tracking tickets in JIRA and coordinating with developers via Salesforce CRM.
Application Support Analyst
Brotherhood Mutual Insurance
Fort Wayne, Indiana
11.2018 - 04.2024
- Delivered application support to agents and underwriters for proprietary SaaS and custom Guidewire products.
- Collaborated with developers, analysts, and QA teams via HelpDesk and JIRA to resolve application issues.
- Conducted user acceptance testing prior to build releases for insurance applications.
- Facilitated weekly SCRUM meetings with stakeholders to prioritize and address support issues.
Client Engagement Specialist
Parkview Hospital
Fort Wayne, IN
03.2017 - 11.2018
- Delivered technical support for hospital staff, resolving software and hardware issues, including O365, printers, Radiology software, and Epic medical record software.
- Collaborated with Epic developers to escalate priority issues for timely resolution.
- Documented client interactions in CRM database to maintain accurate records.
- Created documentation for common issues to assist Client Engagement team.
Education
Bachelor of Arts - Telecommunications
Ball State University
Muncie, INMaster of Science - Education
Valparaiso University
Valparaiso, INSkills
- JIRA management
- Quality assurance
- User acceptance testing
- SaaS applications
- Insurance software
- Collaboration skills
- Business analysis
Certification
- CISR & AINS Insurance designations
References
References available upon request.
Timeline
Technology Product Specialist
K2 Insurance Service
04.2024 - 07.2025
Application Support Analyst
Brotherhood Mutual Insurance
11.2018 - 04.2024
Client Engagement Specialist
Parkview Hospital
03.2017 - 11.2018
Bachelor of Arts - Telecommunications
Ball State University
Master of Science - Education
Valparaiso University
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