CUSTOMER SUPPORT ANALYST Resume Wilmington, DE - Hire IT People

SUMMARY:

Highly experienced and skilled IT professional with 20+ years of expertise in design, development, implementation and production support.
Comprehensive understanding of the skills needed to support healthcare IT, financials, project management, application development and web development.
Adept at methodologies including, but not limited to, Dev - Ops, scrum, agile, waterfall, SDLC, data exchanges, data warehouse, and system security.
Demonstrated experience in ensuring business continuity while moving processes toward operational efficiency.
Contribute to top and bottom-lines of organisations by enhancing efficiency and managing critical projects.
Adept at formulating procedures and creating guidelines to enhance system functionalities.
Adept at assessing risks, maintaining confidentiality and delivering viable solutions in a dynamic work environment.
A tactical expert; possess extensive qualifications across information systems methodology in planning, monitoring and managing project scope. Adept at conducting analysis, re-engineering business processes, formulating user centered and user interface designs and training manuals and performing quality review.
Highly motivated team player with excellent communication, stakeholder engagement and technical skills combined with a pragmatic approach.

CORE SKILLS AND COMPETENCIES:

Software Knowledge
Design and Development
Project Management
Production Support
Strategic Planning
Agile
Organization Skills
Leadership
Analysis
Resourcing
Multi-Tasking
Time Management
Relationship Management
Innovative
Decision-Making
Problem-Solving
SCRUM
Dev-Ops

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, Wilmington, DE

CUSTOMER SUPPORT ANALYST

Responsibilities:

Provide remote technical analysis and assistance to configure, run, monitor, troubleshoot, analyze and identify issues for business and residential customers
Oversee delivery of data and video services, LAN/WAN configuration, PC configuration, router and email/internet applications configuration and document case details.
Perform basic systems testing, operational tasks, handle escalations, manage production support, conduct tests and handle maintenance and repair.
Ensure business continuity by focusing on resource management, effective team engagement, streamlining processes and ensuring seamless planning and scheduling.

Confidential, Newark, DE

SENIOR SYSTEMS ENGINEER | TEAM LEAD

Responsibilities:

Executed as Senior Systems Engineer and Team Lead for Claims (Pricing) and various business functional areas on Design Develop and Implementation ( Confidential ) project for a new Medicaid Management Information System (MMIS) for the Confidential .
Collaborated with the Subject Matter Experts (SMEs) and key decision makers.
Oversaw preparation and presentation of weekly status reports and forecasts. Created/Managed SharePoint content/documents.
Conducted analysis of systems, business processes and impact. Oversaw mapping, creation of test data, test results analysis, code reviews and approval.
Mentored and coached team members including System Engineers (SE) and Business Analysts (BA).

Project Manager

Confidential

Responsibilities:

Capably served as a guide for the team to keep project on task, maintained budget and enforced consistency.
Chosen by PMO as the Interim Technical Functional Area Lead for Delaware Medicaid Enterprise System project for Claims Pricing. Headed requirements’ validation/verification sessions.
Represented the organization at the Work Breakout Sessions with administrative agency officials, department heads, expert users and SMEs for requirements gathering. Transformed requirements to technical functions for task completion. Delegated to team as per capabilities and ensured adherence to project milestones.
Increased cost savings and eliminated outdated manual procedures by re-engineering processes into new integrated system. Saved hundreds of man-hours by streamlining claim processing.
Re-engineered outdated COBOL code into new integrated system which eliminated the requirement for an SME or department head to manually gather data to create the annual report.
Adeptly created layout for various claim forms to be implemented in new MMIS. Provided mapping information and guidance to clerks to ensure accuracy. J430D, CMS1500, UB04, 837
Oversaw server administration and created change orders during the design phase. Handled product findings during implementation and enabled completion 30 days prior.
Proficiently used Application Lifecycle Management (HP-ALM) and rLink for fulfilling system/business objects and executed initial analysis of Claims Base Transfer System pricing methods for use in the new MMIS.
Performed initial walk-across of legacy pricing methods and claim types to the new system enabling ease of access to the respective users.

Confidential, Little Rock, AR

SOFTWARE SUPPORT ANALYST | SYSTEMS ANALYST | IMPLEMENTATION SPECIALIST

Responsibilities:

Reduced income verification and application processing time for exchanges.
Formulated and implemented XML schema packet for Confidential as well as annual updates to individual and corporate tax XML schema packets for the vendors.
Enabled electronic filing via modernized e-file and saved thousands of dollars on an annual basis, originally being wasted on external keying of paper returns.
Enabled project documentation and creation of end-user training materials.
Effectively participated in decision making with the leadership, expert users and SMEs to get initial requirements for implementing user-specified customizations of software.
Successfully converted requirements into technical functions.
Entrusted with creating data stores, data cubes, data exchanges and reports.
Utilized HTML/5, web services, Silverlight, and JavaScript to implement updates as needed for the GenTax application.
Operated tools pertaining to configuration management, designing, debugging and other environment specific tools necessary to create, test and implement applications.

Confidential, Little Rock, AR

COMPUTER SUPPORT ANALYST | IT ANALYST

Responsibilities:

Performed as the lead developer with the Communications Division/Information Technology team.
Diligently handled server administration, web master and desktop support.
Applied scrum agile methods for software development and implementation of integrated systems.
Skillfully worked with multiple applications and programs for data hosting and creation of data stores.
Handled code reviews, approval, test cases and implementation of user-specified customization of software products.
Oversaw management of division website, database, software performance and PC/laptop issues.
Handled installation, setup and update for Daisy Mae, Confidential ’s Mobile Disaster Response Unit, enabling mobility and a secure and mobile Emergency Operation Center (EOC).
Created and managed user accounts. Assisted in analysis, conversion and data collection for managing federal and state funding as well as distribution of benefits related to disaster management and preparedness.

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Customer Support Analyst Resume

Wilmington, DE

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