PROFESSIONAL SUMMARY:

• An accomplished Analyst with experience in Information Systems and Telecommunications.
• Experience includes the setup, deployment, and testing of software environments.
• Experience working with business customers to gather requirements and coordinate the development changes with outside billing vendors.
• Document business requirements and test before new changes or systems are implemented into production.
• Responsible for user and performance testing for the Confidential application.
• Tracked defects and worked with an outside development team to resolve issues.
• Consistently maintained internal and external customer relations through quality, commitment, courtesy, and teamwork.
• Demonstrated strong communication skills and flexibility to work with multiple groups within an organization, including executive level.

EXPERIENCE:

Analyst / Administrator

Confidential, St. Louis, MO

Responsibilities:

• Tracked defects using Excel spreadsheets and the Remedy ticketing system. Once a defect was found, I would troubleshoot the problem and work with the development team to solve the issue.
• The Confidential application connected to an Oracle RAC which had three database clusters located within which the application called upon to complete its end - to-end function.
• Tasked with keeping up to date architectural drawings of the components of the Confidential (DEV, UAT, & PROD) environments which included network servers, switches, routers, AS400 demarcation points, etc.
• Responsible for API (application programming interface) gateway communication between application and AS400.
• Designed test cases for User Acceptance Testing and Performance (load) Testing for Confidential application.
• Conducted User Acceptance Test cases for Confidential application.
• Gathered business requirements from Suddenlink Marketing department and documented the changes they were requesting on the billing platform. Worked with Confidential (billing vendor) to communicate requirements for their development team. Once a proposal was made by vendors, I would work with Suddenlink management for project approval and then coordinate development with the outside vendor. Some large projects included signing up for EZ Pay and paperless billing among other regular changes to the billing platform.
• Interacted with the VP of IT and CIO for project approval. Communicated with the Project Manager for status reports. Also worked with the portfolio management group to pen change controls on project changes.
• Responsible for maintaining the Confidential application ( Confidential ) for 2 million customers, which included frequent maintenance and updates to ensure platform stability.
• Worked with Chase Paymentech (Credit Card processor) to identify and correct transaction failures within logs.
• Responsible for installation and renewal of VeriSign / Digicert certificates.
• Responsible for maintenance / updates on WebSphere software running Confidential application.
• Responsible for bi-monthly processing of customer refunds for finance by geographical location for over 16 states.
• Built monthly PPV / VOD campaigns for marketing promotions.
• Assisted billing vendor ( Confidential / Netcracker) with Disaster Recovery setup and testing.
• Assisted telephony NOC by building newly constructed nodes by geographical location in ICOMS billing system.
• Assisted with testing for bill vendor (CSG) with one page bill display.

Confidential, St. Louis, MO

Business Integration Analyst

Responsibilities:

• Worked with the business users to document requirements and create use cases for the Addressability & Operations group.
• Setup and configured new or existing interfaces for deployment.
• Supported internal/external customers with 15 minute response times.
• Worked with Remedy (Mars) ticketing system to track and maintain issues.
• Composed training material for Addressability & Operation groups and conducted training.
• Composed and gathered material for projects.
• Maintained availability to work in an on-call environment 24 hours a day 1 week a month.
• Created and documented use cases for training purposes for UAT environments.
• Downloaded, setup, and configured PPV packages for several ICOMS sites.
• Conduct bi-weekly revenue assurance tasks for PPV / VOD.
• Worked with management to generate and analyze revenue pulls from special events (i.e. Boxing, UFC, Wrestling) and submitted to finance.
• Worked as moderator / meeting organizer for communication between vendors, management, and technicians.
• Worked as a liaison between management and business members.

Confidential

Lead Support

Responsibilities:

• Created and facilitated process developments and tracking schedules for technical-based customer loss and retention.
• Compiled and analyzed weekly, monthly, and quarterly reports for process tracking and program development.
• Coordinated efforts between management, vendors, and staffed employees during ICOMS Billing conversions.
• Developed, implemented, and conducted training classes for new procedures in ICOMS for purposes of billing, troubleshooting, and retention.
• Trained call center representatives to use new billing systems and tools.
• Provided technical support in an inbound call center environment to other High Speed Data employees and high speed internet subscribers.
• Performed trouble shooting on small LANs, WANs, TCP/IP connectivity, internet browsing software, hardware settings, and physical configuration.
• Launched initiatives resulting in more efficient technical support.
• Tracked issues to provide accurate information regarding ISP Network Status and product awareness.
• Educated customers on products and value in an attempt to retain their business as part of the Retention Team.
• Tracked, evaluated, and resolved issues concerning customers’ technical service and billing issues.