SUMMARY

• An enthusiastic, self - motivated, resourceful, and hard-working employee with over 15 years of progressive experience in a broad array of EDI Technical Support and call center management.
• Creative and strategic out-of-the-box thinker, a customer oriented communicator and hands on individual.
• Wide range of technical knowledge including MS Exchange Server 2003/2007, Java Script, HTML, Visual Basic programming languages; Crystal Reports, AS/400 (Mainframe), Novell GroupWise, POS, Lotus Notes, and Confidential Outlook software; Confidential Project, Confidential Office (Excel, Word, PowerPoint, Visio, and Access), and Confidential FrontPage, Remedy, Peoplesoft, and LT Auditor, Confidential MOM, SMS 2.0/2003; LAN and WAN protocols, TCP/IP, UNIX SQL, SMTP, FTP, Cisco VPN, and XML networks; and SQL and Confidential d Confidential bases. EDI and XML specialist.
• Depended upon to provide supervision,, and coverage to ensure department-wide efficiencies.
• Skilled in troubleshooting and promptly taking corrective action. Successfully generated over $300,000 worth of new VAN business for department over 30 day period.

PROFESSIONAL EXPERIENCE

Confidential, Tucker, GA

EDI Services Supervisor/Help Desk Supervisor

Responsibilities:

• Implement and on-board new EDI/VAN Trading Partners and healthcare providers
• Ensure all EDI operations - trading partner management tools are being used properly and monitor transactions
• Ensure that incoming/outgoing transactions are in compliance with HIPAA standards
• Monitor provider and EDI submitters requests received via Web Portal or telephone/email
• Ensure that all documentations for support is completed on time; ensure all escalations are handled timely
• Ensure that agents meet/exceed contractually required SLA standards as agree by state agency
• Supervised Member/Provider call center agents to ensure daily AHT and Quality scores are attained
• Perform employee staffing forecasts; ensure adequate coverage for call center
• Ensure EHR* information (electronic health records) is provided to provider/member community

Confidential, Tucker, GA

EDI Business Analyst

Responsibilities:

• Coordinate the EDI Testing and claims implementation as well as the testing of 837I/837P ANSI transactions Code Sets
• Assist Georgia DCH providers and trading partners with the setup of EDI batch files.
• Ensure that incoming/outgoing transactions are in compliance with HIPAA standards.
• Provide connectivity support to external entities by providing the necessary protocol required to submit claims electronically.
• Troubleshoot transmission problems for the following ANSI X12N formatted EDI transaction types: 837P, 837I, 837D,834, 270, 271, 276, 820, 835, NCPDP Encounters
• Provide support for trading partners via email, phone, and web portal.
• Research issues that arise related to EDI transmissions between trading partners, Billing Agents and/or Clearinghouse(s).
• Update and maintain the Trading Partner Management portal.
• Maintain Electronic Claim Submission Agreements with trading partners.
• Track incoming/outgoing calls to assist with EDI problems using proprietary Contact Management Tracking System (CTMS).
• Troubleshoot EDI, and XML document errors and troubleshoot translation and mapping errors.
• Support all EDI testing efforts with providers and vendors.
• Maintain spreadsheet with details of trading partner progress with each stage of testing (UAT, ORT, SIT).

Confidential, Atlanta, GA

Network Systems Administrator

Responsibilities:

• Monitored the performance of enterprise server systems to isolate, correct and improve operational efficiency through changes to software packages or hardware reconfiguration.
• Daily utilization of Networking Technologies: Firewalls, Routers, Switches, Security, Proxy Server, Load Balancer, TCP/IP, LAN/ WAN
• Performed software/hardware support to DELL, HP and Confidential servers.
• Coordinated terminal orders and cable installations, network system planning.
• Conferred with other members of the unit and department to resolve problems quickly and to assure proper and efficient utilization of systems. Assist users in resolving problems in a timely manner by offering appropriate technical advice.
• Utilized strong experience in Unix, Solaris, AS400- Confidential iSeries, Confidential Windows - 2000, 2003, XP, Client/Server.
• Resolved user issues by utilizing strong understanding in principles of a variety of communication protocols including: (Email, Http, FTP, SMTP).
• Support and assisted Quality Assurance with testing and deployment.
• Managed customer issues of web mail, POP3/SMTP mail servers; provided extensive troubleshooting of FTP & VPN issues.
• Documented all customer dialogue and inquiries using Helpstar Call Tracking System.
• Supported system backup administration and disaster recovery planning in Windows environment, MS SQL, UNIX (SUN Solaris, AIX, and VMS)
• Prepared documentation and instruction manuals for in-house developed applications.
• Planed and coordinated needs for DAS staff members.
• Provided technical leadership and for new and existing products within technical area.

Confidential, Atlanta, GA

ESM Network Engineer

Responsibilities:

• Installed and configured LAN server hardware and software across FRB system and branches.
• Coordinate problem resolution with technical and project management to achieve desired outcomes.
• Identified, recommended and made changes to the DSC environment. Perform configuration and change management.
• Monitored the deployment of ESM components and software using SMS 2.0/2003.
• Monitored the overall health of the servers/workstations using various network tools.
• Developed and maintained system documentation, operations procedures and standards and guidelines.
• Provided technical security expertise and recommendations to protect servers and computers.
• Prepared disaster recovery and contingency planning documentation library.
• Work cross-functionally within the organization, in a team environment, to deliver quality, satisfaction, and resolutions to the customers
• Participate in documentation and product review process for new product introductions
• Performed web server & remote systems administrative diagnostic by investigating to identify source issue and escalate to DBA and / applications development team.
• Developed materials for systems admin level course and applications.
• Conducted multiple sessions to network administrators and support staff in other FRB districts on new technology.

Confidential, Atlanta, GA

Sr. Technical Specialist

Responsibilities:

• Ensured continuity of assigned SunTrust PC’s and Servers in metro branches and In-Store locations.
• Performed computer hardware and software installation, maintenance and troubleshooting.
• Performed network installation, troubleshooting and LAN Administration of Novell systems.
• Analyzed client equipment and operations to determine servicing and supply needs
• Installed and maintained OS/2 LAN Servers and Network Print Servers.
• Configured workstation for attachment to existing Novell NDS tree and Windows NT domains.
• Assisted in project development and testing phases.
• Analyzed applications and provided QA testing on screen views and applets.
• Identified critical anomalies and provided strategic improvement for business technology and compliance requirements by testing d Confidential in relational d Confidential bases ( Confidential and SQL)
• Provided extensive troubleshooting on support issues escalated from the technical support team.
• Maintained communications with customer by providing incremental updates of root cause and estimated time to resolution.
• Ensured call center agents were within SLA compliance for trouble ticket resolutions.
• Supervised Inbound call center agents for employee computer related trouble calls.
• Used reporting tools to document repetitive problems for immediate review.
• Established relationships with other departments for streamlining applications platforms for rollouts
• Served as SME to provide, support, installation and navigation for proprietary application.

St. Croix, VI

Responsibilities:

• Installed LAN servers and operating systems.
• Maintained Novell Netware and Windows NT file servers.
• Served as the network mail administrator using Lotus cc:Mail/GroupWise/Lotus Notes.
• Installed and tested new and updated software releases, including in-house developed applications.
• Identified sources of processing failures/errors; took corrective actions to prevent re-occurrence.
• Planned, implemented and administered local court initial and on-going computer based .
• Maintained, reviewed, and resolved application issues in REMEDY call tracking system.
• Provided technical and application support of end-user for executions in http network connectivity issues for users who were experiencing java scripting errors (source code), content link failures, broken web links, corrupt files, and server issues.
• Installed, configured and maintained digital telephone system (PBX).
• Served as Project Manager for both automation and non-automation projects.
• Resolved problems of connectivity issues for: DNS, modems, Ethernet, ISP, dial-up, Cisco VPN, and DSL.