SUMMARY

• Analyst with a proven record of quickly understanding and applying business knowledge.
• Possesses a depth of technical experience that has proven to be a great advantage in understanding and resolving issues, as well as serving in the acquisition of more knowledge and skills.
• Background in writing business requirements, software tools and documentation, writing user guides, systems analysis, directing project implementation and performing user acceptance testing.
• Superior verbal and written communication skills. Skilled in troubleshooting and problem - solving.

SOFTWARE KNOWLEDGE:

Microsoft Office:   Word, Excel, Power Point, Outlook; MS Access DBs

Forms & Macros: SQL Oracle db; BusinessObjects; MS VB/A; MS Project;

MS Visi: WebEx; Macromedia/ Adobe Dreamweaver MX; Macromedia Fireworks MX;

Lotus Notes: IBM Websphere Data Interchange (WDI); C language;

VI editor: HTML; CSS; COBOL; JCL; CICS

PROFESSIONAL EXPERIENCE:

Confidential

Consultant

Responsibilities:

• SME on customer-facing proprietary software for the Bill Manager and VZ450 Direct Data ebilling products. Made customization using MS Excel, Access, SQL, and VBA.
• Performed troubleshooting and electronic billing user decision-support to produce solutions.
• Implementation specialist performing new customer provisioning in intranet and mainframe environments for industry standard Electronic Data Interface (EDI) 811.
• Researched customer requests for missing data and troubles for a body of 1,100 customers.
• Assignment to support transition of Confidential software acquired by Frontier- Bill Manager, VZ450.
• Performed trouble-shooting and maintenance tasks on legacy Confidential EDI 811.

Confidential

Senior Analyst

Responsibilities:

• Project managed 3 phases of a 4-phase 18-month software conversion project consolidating multiple legacy desktop ebilling tools into a single replacement to produce savings. The former Bell Atlantic, former GTE, former MCI and NY Tel products were combined for 1,200 users. The on-shore team consisted of analysts, developers, operations, and testing staff. Released on time and within budget.
• Built custom solutions in the Confidential ebilll software tool in SQL & MS Access VBA, and used Excel pivot tables and macros to extend the product scope for numerous customers requiring customization.
• Managed transition and decommissioning issues of the new product release rollout for 1,200 clients.
• Completed the training of 10 offshore team members to take over the technical support of the desktop software product from the onshore team.
• Improved ebill product delivery timeliness by managing the cross-functional software process-improvement team. Delivery to customers was cut to 6 days from 11-12 days (50%) and more timely bill payments resulted.
• As ebill desk-top product owner, translated product improvements drawn from customer suggestions and personal use into business requirements. Extensively tested the resulting changes.
• Built custom solutions in the Confidential ebilll software tool in SQL & MS Access VB, and used Excel pivot tables and macros to extend the product scope for numerous customers requiring customization.
• Supplied generic and/or customer-specific samples to service management teams supporting requests for proposals (RFPs)
• Aided client decision support in assessing customer-specific situations and then assisted in choosing the electronic media product(s) to use to attain the desired outcome.
• Communicated product changes to all 1,200 customers Confidential intervals by composing change notifications.
• Resolved electronic media provisioning and software issues for customers and service teams.
• Educated customers and personnel by performing ebilling product training in person and over the Internet with WebEx. Composed user guides in collaboration with the Education and Training team.

Confidential

Technical Support Lead Analyst

Responsibilities:

• Led the electronic billing media software troubleshooting help desk. Serviced customers by taking calls over the technical support help line. Conversant in the 6 Confidential ebilling products in use Confidential the time. Resolved issues and directed the issue assignments to other groups as appropriate. Recorded tickets.
• Tech support SME for the emedia software migration cut over to an updated desktop billing tool.
• Performed numerous report customizations to customer specifications, in MS Access VBA, SQL, Excel.
• Mechanized manual data-gathering tasks contributing to project reporting by using MS Access tables, queries, forms, VBA code and reports to build a robust and accurate turnkey solution.
• Integrated varied data sources to develop solutions utilizing BusinessObjects queries.
• Performed tool testing role to assure quality. Wrote methods and procedures to operationalize the solution. Supplied system documentation for the finished product.

Computer Sciences Corporation - Analyst

Confidential

Responsibilities:

• Built 200-member division-wide desktop dashboard to supply management with IT Metrics, inclusive of processing expense, labor expense, defect counts and defect locations.
• Created and executed test plans addressing processes in C, Oracle Forms, and SQL.
• Devised and implemented a desktop software tool that presented specific statistics on project progress and resource usage using MS Access macros, forms, VBA.