SUMMARY

• 17 plus years of successful leadership experience in IS Support. Recognized strengths in customer service, project management, business analysis, problem solving & trouble - shooting. Supported various business operations including IT, R&D, HR, and Legal Departments. Excelled in planning and implementing proactive procedures and processes to alleviate problems.
• Solid computer skills and excellent hardware knowledge using laptops, desktops, PDA’s and Tablet PC’s, Lotus Notes, MS Office Suite/MS Access, Remedy, UML, Ghost, Project, Visio, Cisco Aironet, Mainframe, JCL, SQL, SAP, Microsoft Project and Project server, Access Data and Win Hex, Crystal Reports, Agile (SCRUM) SharePoint Admin Certified
• Forensic data recovery and evidence collection and analysis, along with DoD (Department of Defense) wipes. Metadata validation and verification.
• Wireless, Voice/Video over IP, and LAN/infrastructure technologies.
• Ability to supervise, train and motivate IS Customer Service and Technical Support Staff.
• A history of managing and completing projects on time and within budget.
• Implemented projects in conjunction with other team members, reducing support costs by $1.8 million.
• Created and conducted customer satisfaction and education programs, drastically reducing potential problems within Video Conferencing.
• Developed and implemented processes and procedures to better support the customer base, while staying within company standards and guidelines and increasing productivity.

PROFESSIONAL EXPERIENCE

Confidential, Pennsylvania

Business Analyst

Responsibilities:

• Gathered business requirements to complete BRD, FRD, Design Document and Traceability Matrix for a new browser-based SQL complexity algorithm

Confidential

Business Analyst

Responsibilities:

• Supported a large Health Plan provider for a large-scale Java/Oracle based Database integration installation for Johns Hopkins Health Care.
• Gathered business requirements for QA, Regulatory & Compliance, Grievances & Appeals and Data Conversion.
• Facilitated/participated in Business Technical meetings; daily/weekly status meetings.
• Generated Configuration documentation for development staff.

Confidential

Business Analyst/Project Manager

Responsibilities:

• Supported a large Health Plan provider on a ClaimsXten migration/Facets installation with TMG Health, gathering business/technical requirements.
• Working with Project Manager maintaining Issues, Risks and Action items, scribed meetings, facilitating JAD sessions.
• Gathered and documented requirements in the BRD, FRD, testing scenarios, and user acceptance plan.

Confidential, Pennsylvania

Business Analyst/Project Manager

Responsibilities:

• Supported a large Health Plan provider for a large-scale Java/Oracle based Database integration installation for Provider Manager with McKesson..
• Worked with stakeholders, IT, Development, clients and senior staff members.
• Facilitated/participated in Business Technical Review meetings; daily/weekly status meetings.
• Created test scenarios/plans, smoke tested software releases, custom design documents.
• Created mapping documents, BRD’s, Business Use Cases, traceability matrix, issues/resolution database in MS Access, meeting agendas/minutes along with Storyboards and Wireframes.

Confidential, New Jersey

Business Analyst/Project Manager

Responsibilities:

• Supported 20+ Clients/Projects for CDH installations (Combined Rx & Medical plans with FACETS, EDI, Informatics and other Health Plan provider applications).
• Medicare Part D/B Certified, CMS guidelines rules and regulations (annual certification).
• Work with stakeholders to obtain Medicare/Medicaid requirements for claims transactions/details to ensure to requirements met with CMS/State guidelines and standards for bi-directional data claims exchange.
• Facilitate/participate client meetings to identify unique business requirements and client objectives.
• Defined and documented client requirements for installations and overall support.
• Created mapping documents, status reports, issues/resolution logs, meeting agendas/minutes, vendor grids, Requirement docs & EFT forms.
• Managed requirements gathering for various healthcare applications, FACETS, EDI to ensure NCPDP standards are met. Sought flexible, globally applicable system solutions for client requirements.
• Created use cases, ran test plans, validation, worked with QA and test teams to ensure timely testing of claims transactions, Lead technical discussions during client installation and requirements meetings.
• Organized and participated in internal design, CSC & Requirement meetings.
• Worked with the clients, Account Management, MIS and other functional areas to create solutions that achieve client and corporate goals.
• Provided support to other CDH Technical Consultants when needed.
• SME to Account Management for CDH/Medicare/Medicaid
• Analyze data provided by client to ensure consistency with documented requirements.
• Analyze internal data and outgoing files to ensure processing accuracy.
• Work with client to develop test scenarios, organize and coordinate testing and review testing results with clients.
• Prepared and maintained project plans for installations and significant technical requirements.

Confidential, New Jersey

Project Manager/Business Analyst

Responsibilities:

• Prepared cost analysis and created project schedules for internal customers.
• Managed server migration and replacement projects for Wintel Standalone, VMWare, WDC & AIX systems.
• Acted as the project liaison to other Enterprise Technology and IT teams associated with the project to identify business processes, systems and product requirements.
• Managed Change Requests working with 3rd Party Vendors.
• Identified and qualified project risks, so as to control and minimize impact.

Confidential New Jersey

Business Integrator

Responsibilities:

• Supervised a team of 7 technicians in three locations to support IT services for 1,500 IT, HR, R&D and Legal professionals.
• Asset management, asset reclamation and procurement along with video conferencing and support management.
• Relocated over 1,000 users to a new site, including the procurement of upgrades and replacement of existing hardware.
• Supported aspects of the business cycle including proposals, feasibility studies and implementations for projects and requirements gathering.
• Created a knowledgebase repository for issues and resolutions along with technical specifications and requirements, successfully trained users on various software applications.
• Integrated and trained users on My SAP (an on line e-earning tool for SAP).
• Developed and maintained processes and procedures including training materials for the Business Integrator job function.
• Assisted customers with creating project scopes for new requests, along with following through to completion.
• Worked with Vendors and customers to determine necessary hardware requirements for 3rd party software for lab systems.
• Instructed over 1,000 students in labs, workshops and class environments to prepare them for careers in the Information Services field.