PROFESSIONAL SUMMARY:

• 16 + years CSR OMS Sales support Telecom Experience and former Confidential, Confidential, Confidential, Confidential ( Confidential /Contractor).
• Expertise in Finance Business Shared Services, Account management, Secured environments and Project Management.
• Confidential Enterprise Business Product Management and Systems (OrderPro, SNM, TYRA, VDDS, VZ Central).
• Create/distribute daily production reporting, identifying open issues and assists in resolutions.
• Extensive background with PHI Power Utility Delivery, Telecom Delivery, Data Analytics, Accounting/Finance, and Team leader in Billing Operations.
• Matrix Forecasting/tracking/issue reporting to management in Utility and Telecomm production environments.
• Order entry, Confidential, Multiple systems, RDS - CARE issue Circuit ID, ROME (Seibel), GIOM Networx, EFMS-PM, ISB Biller (Data/Voice/VPN hardware Inside wiring ISW, Toll Free Advanced Features), View/Analyze Inventory and Notices (VAIN), Legacy/Native Ordering System, Provisioning and Maintenance.
• Contract compliance review to include Equipment Specifications, calculations, architectural drawings, adhere to compliance, communicate across channel processing teams.
• Migration of 3 production environments to include live Beta testing (SAP/CRM, Solution One, WMIS) no mirroring ASR in terms of live phone calls, and email communications, generation of legal letters for each process; Using MS Access DB, Excel, WMIS, Lotus Notes, Legacy, SAP/CRM, ISU SolutionOne, to process WR within 5 day SLA.
• Frame Relay, ATM, VSSI systems (TIRKS, NBBE, SNM, Virtual Inventory, NSOP, CABS, NVAM, iVue, Order Manager, One View, CX Order Express Web, etc.)

TECHNICAL SKILLS:

• Salesforce
• Convergys ICOMS
• SKYPE
• Enterprise
• Legacy
• SAP/CRM - Production SolutionOne - ISU Production
• Citrix
• MS Office Suite
• SAP
• Brio
• Hummingbird
• Outlook
• Vista
• Access
• Excel
• Word
• PowerPoint
• Visio
• Hyperion
• Sybase
• Windows Live
• Remedy 6/7
• Java
• Open view
• TruComp
• Callidus
• Citrix
• Cisco Business Objects
• Ensemble
• Oracle
• PeopleSoft
• Phoenix
• Telegence
• Snooper
• Clarify
• CSP
• Adobe Connect
• .JAVA and eChat
• CBMS
• WMIS
• ARM
• DWWM
• Proficient in CRM
• HP Open view
• Vista
• Visio
• SOLAR
• Novell Networks
• AR2000
• Arbor
• Dun & Bradstreet
• FMS
• SUN
• Exchange
• Lotus Notes
• (OMS)
• Operations Management Systems (OTS) Operations Ticket Systems
• Dun & Bradstreet
• Palm V
• SUN
• Project
• Exchange
• Page Net
• Organizer
• ProComm Plus32
• Client32
• Pagem
• PageEditor98
• WordPerfect
• Faster
• Gas Boy
• DBase IV.

PROFESSIONAL EXPERIENCE:

Confidential, Herndon, VA

Billing Analyst

Responsibilities:

• Sales Support, National Accounts - Convergys, Salesforce, ICOMS systems
• Process eBills requests, emails, provision Master/Subgroup Accounts
• Reviews and resolve billing inquiries or discrepancies, communicates resolution to necessary parties.
• Update, process designated National Accounts, via Excel weekly, monthly tracking reports

Confidential

Technical Business Analyst

Applications:

• Most of World (MOW) billing and unique in-country rules is a plus, as platform for Billing covers 169 countries, 41 currencies and 29 languages.
• Enterprise billed services. This includes but not limited to: Business VOIP ( Confidential ), Managed Confidential Service ( Confidential ), Business Network ( Confidential ), Virtual Private Networks ( Confidential ), Network Routing Arrangements ( Confidential ), Cloud, Security Services, GAMMA/Network on Demand, Unified Communications/Trinity, Connected Car/ Confidential of Things, Federal Government, Virtual Tunneling Service (AVTS), DSL/High Speed Confidential Access, WiFi, business wholesale and a myriad of cross services offers.
• Application landscape (Universal Biller, TMPS message processing, CADM, EUAM)
• Billing GateWay, Bundle Billing GateWay, Service Assembly and DocViewer

Responsibilities:

• Provide support for Tier 1 & 2 engineering processes for applications supporting the billing of domestic and international business customers.
• Work with product managers, enterprise architects, billing teams and other functional system engineers to develop solutions for the enhanced business functionality.
• Responsible for billing inventory, working with ordering systems, bill calculations, bill render and post bill storage and retrieval.
• Create technical and functional solution requirements, and then work with the development teams to support the building of the capabilities.
• Review, approve existing and installation of the final code into production.
• Functional analyst to support the multi-application solutions and process flow for billing a multitude of complex services, for small and large domestic and international customers.

Confidential, Washington D.C

Billing Analyst

Responsibilities:

• Provides guidance to internal and external customers and ensures compliance with Net Energy Metering application regulations.
• Responsible for developing and maintaining productive relationships with various contractors and internal stakeholders
• Involved in customer service at the highest level.
• The provisioning of utility services to include: daily weekly matrix reporting of live calls and email service requests submittals. Follow strict compliance guidelines while meeting or exceeding production quotas.
• Review Equipment Specifications, calculations, architectural drawings, adhere to compliance, communicate across channel processing teams
• Demonstrating skill compiling, organizing and analyzing data
• Working knowledge and understanding of workflow management systems

Confidential

Account Billing Analyst

Responsibilities:

• Confidential Services Organization: Billing Operations Support Team for RBI/RBC: Confidential -Redbox Joint Venture 24/7 Resolve and reporting: (OOS) Out of Sync investigations/triage (to include detailed ticket documentation, within 3 database billing platforms, formatting specific system generated information, compiling data reporting for a variety of IT scrub teams) to ensure 24-72 hour SLA, resolve is met, and customers are provided a high level of service support and products.
• Work daily ORACLE RightNow CX Cloud Service Tickets, powered by Confidential: All accounts are associated directly with Redbox Instant Subscriptions, Monitoring, Managing, reviewing, IT billing fallout queues; involving Fraud, Refunds, Credit Card Validations, Cancels, Creates, No Sub in Portal, missing entitlements, Missing Credits, provisioned not billed, Charge backs, research, document investigations while providing daily metric reporting. Excel Pivot tables, AR2, RAS/RBI/SCM, ROC5 Revenue Assurance, Moneta, SQL queries.
• Meet objectives that identify any/all reoccurring or new billing issues; promptly assess for correction using critical thinking skills, and communicate to management any/all possible processing issues.
• Test new processes/procedures with the Redbox Instant teams. Continually adapt and learn new order/billing logic that is creating the Out of Sync (OOS) work queues, and communicate effectively with cross-functional teams.

Confidential, Sterling, VA

Legal Compliance Analyst

• Performed 100-150 case reviews and other related task, daily requesting wireless subscriber records for Federal and Local Law Enforcement Agencies.
• Supporting subscriber account records for Cricket, and Confidential .
• Followed LSA policy for escalation/resolution of project risks and issues
• Training of 5 team members on data entry, managing files and other related project activities,
• Tier 1: Coordinate any/all changes performed in the database environment.
• Assist IT production team by performing testing, hard coding, while in static developing stages.
• Review compliance of court documents of lawful process in criminal investigations civil proceedings, subpoenas, court orders, and search warrants.
• Convert all legal documents and related documentation to database electronic formats.
• Oracle Client Database case management GUI production environment, process monthly invoices for A/R, system was primarily used.

Confidential, VA

Processor Analyst

• Construction Department Project Coordinator for 2 teams
• Provided weekly AD-Hoc Reporting analysis to ensure jobs are closed within LSA requirements.
• Coordinated related information using a variety of construction groups/tasks for optimal results
• Coordinated related Inspection requirements for County or State compliance.
• Released and coordinated Construction job package projects for 2 Team Managers.
• Utilize 5 billing platforms that interface to one main billing platform
• Reconciled complex completed work Requests (T/M) to final closing to insure revenue.
• Advanced Excel skills were used to poll data and formatting.
• CBMS, WMIS, ARM, DWWM, EXCEL, and SAP to process TIMESHEETS for Payroll system were primarily used.

Confidential, Herndon, VA

• Sales Support, to resolve customers service issues by one and done.
• Enhance customer satisfaction and reduce cancellations
• Sell/upsell new/existing customers package services and ensure customer retention.
• Legacy production system was primarily used.

Confidential

Data Center Operations Supervisor

• Managed two data centers, 24/7, Tier 1 Level support team of 14 employees
• Developed reports, spreadsheets, to exceed productivity goals.
• Created a complete inventory for accountable and non-accountable IT property.
• Coordinated all related tasks and all reporting to 3 company project managers.
• Main POC for the Census Bureau Directors and various management teams including the VP level of Trantech to maintain project efficiency at a very high level.
• Maintained a secured, data center environment for Census
• Oversee field techs, engineers, SA’s, on site, on all issues pertaining to Security /Risk Assessments including GSA, and Homeland Security as needed.
• Supported technical/service relationship between the customer, and subcontractors/vendors.
• Routinely exercised independent judgment in developing methods, techniques and criteria for achieving objectives
• Main POC on physical inventories of all IT Government property.
• Deliverables and Change management working with field techs, resolving verification issues, reconciling discrepancies and results in databases, and inventory reports.
• Oversee installs, break-fix, uninstalls, moves, and reconciled movement forms for Confidential both with the field and the database.
• REMEDY 6/7 ticket system and HP Open view ticket management systems were primarily used.

Confidential, Reston, VA

Finance Analyst II

• Dealer account management and compensation support
• Noticed for exceptional customer support services, in resolving payment issues while securing customer relationship and continued business.
• Served as SME on Helpdesk, for new system migration, technical support for all Dealers.
• TruComp, Callidus, Citrix, Cisco Business Objects, Ensemble, Oracle, PeopleSoft, EXCEL, ACCESS, ProComm Plus32, Client32, were primary systems used.

Confidential, Ashburn, VA

Sr. Program Analyst

• Account management in SAP - process invoices, RFP, PR, CR, and receipts.
• Created basic or moderately complex Ad-Hoc financial reports, to answer general inquiries.
• Designated Team Lead to process high volume invoices Telco Bankruptcy claims and payments.
• Coordinated various deadlines, (monthly, biweekly) while researching any complex billing issues as needed.
• Utilized various team’s/accounting platforms to research and resolve issues to fruition.
• Communicated over multiple groups to resolve issues (Marketing, Procurement, IT, Accounts Payable, Legal, and Regulatory Commission).
• Exercised GAAP/SOX full cycle accounting principles.