CAREER PROFILE:

• Network Support (Front End/Back End)
• Application Support
• Help Desk Ticketing Support (Remedy/Pier)
• Project Control
• QA Bill Verification/Client
• Contract Negotiation and partner SLA adherence
• Credit and Debit Card Product Marketing
• Billing Revenue & Audit
• SME Expert (SOX Compliance)
• System Conversion
• Leading Cross - Functional teams
• Rewards Program Management
• Vendor Management

APPLICATIONS:

• HP OpenView (OVO)
• Maestro Scheduling (Batch Processing)
• Tidal
• AMC (Amdocs Monitoring & Control)
• Centivia
• BSM (Business Systems Management)
• SAMSON
• CSM
• Remedy
• PIER Ticketing
• Wily
• CMC
• CommandPoint (EIT Reporting)
• Informatica
• MyKeynote
• Mediations
• TIBCO
• RSP
• OneConsole 4.3 eCommerce
• Retail
• Customer Service
• Quality Assurance Care
• Project Management
• ASM Prepaid
• ASM Web
• ASM Care
• OMNI
• EIP
• Windows
• Microsoft Office
• Microsoft Outlook
• Excel
• PowerPoint
• Visio and Access.

CAREER HISTORY:

Senior Operator/ Billing Analyst

Confidential, Atlanta, GA

Responsibilities:

• Monitor all production operations involved in the data center, responsible for monitoring system functionality and availability.
• Respond to alarms/alerts for hardware and software/applications, provide a quick and professional assessment of critical versus non-critical events and escalate based on process guidelines.
• Work in a rotating shift 24 x 7/ 365 day environment.
• Responsible for monitoring Unix, Web, Windows, Oracle servers, able to work in a dynamic environment with many constantly changing requirements
• Monitor all Ensemble Billing related systems and applications as a Managed Service provider for Confidential Billing Operations platform. Scheduled daily billing jobs, and performed necessary troubleshooting of any failed jobs or processed batch jobs
• Responsible for daily turnover with the Off-shore team in India via Microsoft Communicator. Turnover starts at 12:30 PM PST, get all if any issues from the team that occurred the night before
• Set up daily bridges to communicate all of the MIM (Medium Incident Management) and MIN (Medium Incident Notification) issues with Confidential Teams and Amdocs Teams
• Working side by side with Production Teams for upgrades teams including, Infrastructure Production, Billing Support Production, Middleware, DBA’s, Usage and SA Production
• Support billing processing for Confidential Customers before the billing cycle closes
• Daily tools used consist of: OpenView, Tidal, Centivia, Remedy, AMC. BSM, Wily, Samson and Informatica
• Responsible for weekly reports to send to upper management for any new issues and or existing issues concerning any process changes or improvements as needed

Quality Assurance

Confidential

Responsibilities:

• Provided Tier 1 support for all quality assurance issues related to the Ensemble Billing platform for Confidential USA. During the manual bill verification process, any issues related to bill presentment and CDR invoice accuracy, were all reported to Quality Assurance Management for resolution
• Change Management Project Leader for transition of converting customers from one billing system to another billing system after a merger
• Multi-task in many projects because of my knowledge of systems and meeting timelines
• Ran SQL queries for identified issues and customer impact. Once full impact were gathered and known fixes or new bug defects were identified all Bill Cycles were released to print
• Issues that were escalated to me were also reported to upper management for review and further analysis with PowerPoint presentation
• Schedule daily meeting reports to present to Managers and Directors for bill verification stats
• Team Lead over a group of ten
• Run bill cycle Revenue and Audit stats weekly

QA Billing Analyst (QA Team)

Confidential

Responsibilities:

• Quality Assurance Team Lead
• Verify customer’s invoices against the online invoices in BSCS/Samson
• Ensure billing accuracy and review account setups and confirm the ongoing availability of billing data
• Meet deadlines for invoice accuracy with making sure all data is translated into invoices and bill changes are with the SLA
• Performed any necessary billing, adjustments, and cash applications when needed
• In charge of multiple accounts and all production activities, account payments, invoices and delayed cycle billing
• Report any issues found to management and other teams for follow-up and correction
• Added checklist of 75 invoices or more for any issues
• Manage incoming calls and ticketing (Remedy) for customer impact
• Partnered with BCM (Bill Cycle Management) group for any delayed billing and audit issues

Nations Bank Loan Processer

Confidential

Responsibilities:

• Input proper loan information into the system for processing
• Ensure the timely and accurate packaging of all loans originated by our loan officers
• Gather information and take each file from pre-approval to closing
• Responsible for ensuring that all loan documentation is complete accurate verified
• Review file documentation and make sure all items needed are requested
• Order and coordinate loan documents and meet crucial deadlines as requested