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Analyst Resume

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Columbus, OH

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Professional Summary 
Dedicated IT Professional with experience in IT support, Web development, and administrative. Possess Strong organizational skills with an eye for detail. I am looking to utilize technical skills and creative design ability in an IT position. Confident and poised in interactions with individuals at all levels. 

Education 
Management Information Systems 
Business Management 
Computer Information Systems

Technical Skills 
Software: Visual Studio .NET, Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft PowerPoint, Microsoft Outlook Express, End Note 
Database: Access, SQL Server 2000 
Application Development/Editing Tools : XML, HTML, Java, VB.Net, RPG, Adobe Photoshop, Macromedia Dreamweaver, Lotus Notes, Mercury Quality Center 9.0, SQL, JavaScript , IDRS, MFTRA, NASCO, Ultera, Imasis, WMDS, FACETS 
Other: MS Project, Macintosh OSX, Typewriter, Medical Terminology, MS Exchange, Remedy, Call Tracking System, VPN, CICS, Altiris

Technical Summary

  • Excellent customers service interaction skills especially in stressful situations
  • Work well in a collaborative environment that promotes sharing of knowledge and experiences
  • Team Player with ability to adapt to a continually changing market and customer demands
  • Able to prioritize and promptly respond to customer issues/requests
  • Excellent oral and written communication skills
  • Several years upgrading various software applications such as Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Macromedia Dreamweaver, Adobe Photoshop, printers and print drivers. I have used VPN to troubleshoot issues remotely ranging from software installs, starting registers and printers for POS systems, and repairing printers.
  • Experience installing printers, faxes, and scanners; setting up peripheral equipment for video conferencing. I have used Remedy and iDesk for ticketing programs to enter tickets.

Employment History

05/2012-09/2012 Analyst Confidential Columbus, Ohio

  • Support pharmacy management tools
  • Answer incoming client and customer calls.
  • Fully document all cases in call tracking software and escalate appropriately
  • Support Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange, Visio
  • Experience supporting proprietary software applications
  • Support and understand networking; including Novell, NT, TCP/IP, WINS,DNS
  • Interface with other support teams such as scheduling, programming departments, network control, production control, and warehouse
  • Utilize various ticket tracking system to thoroughly document work and actions taken associated to job duties, call outs, ad-hoc requests
  • Cooperate in Priority 1 Escalations/Bridge Calls by facilitating the conference line, calling out to needed support teams, drafting and sending communications and notifications.

10/2011-03/2012 Claims Benefit Specialist Confidential Columbus, Ohio

  • Analyze and approve routine claims that cannot be adjudicated
  • Apply medical necessity guidelines, determine coverage, complete eligibility
  • 4/2011-10/2011 Customer Service Representative Verizon Wireless Columbus, Ohio
  • Answer incoming calls from external customers with telecommunication issues.
  • Troubleshoot telecommunication issues (Activate, Disconnect, and add services)
  • Answer and apply payments to accounts

2/2011-3/2011 Help Desk Technician Confidential, Cincinnati, Ohio

  • Answer incoming calls from internal customers with computer related issues.
  • Installation of software, router and modem configuration
  • Connect using VPN to troubleshoot POS register
  • Assist store with setting up employee schedule
  • Trouble shoot POS printers and cash receipts

5/2009-4/2010 Claim Representative/Intake Specialist Confidential, Cincinnati, Ohio

  • Completed and submitted invoices and process for payments
  • Reviewed, analyzed and processed claims/policies related to events to determine eligibility; Responded to telephone and written inquiries from clients

3/2009-5/2009 Administrative Assistant (Work Study) Confidential, Cincinnati, Ohio

  • Interacted with a wide variety of personalities while scheduling meetings/appointments and making travel arrangements for officers

10/2007-12/2008 Intern Confidential, Cincinnati, Ohio

  • Maintained and support 20 Banner Sites
  • Utilized Mercury Quality Center 9.0 for creating test cases, recording defects
  • Executed automatic test cases (Black and White Box testing, regression, and UI)

8/2003-12/2007 Help Desk Technician Confidential, Cincinnati, Ohio

  • Handled 30-45 customer calls daily
  • Supported existing clients and resolved critical issues/problems in a timely manner
  • Configured and reset network accounts issues
  • Arranged and installed software for end-users’ desktops and laptops

9/2002-8/2003 IT Support Specialist Confidential, Cincinnati, Ohio

  • Prepared and maintained training materials
  • Processed hardware and software requests (user setup, upgrades, and installations)
  • Documented problems and resolutions using call tracking system
  • Corrected repairs of hardware and software issues

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