OBJECTIVE:

• To obtain a challenging, growth - oriented position with a progressive company where my experience and education will not only be considered an asset but a foundation on which to build.

TECHNICAL SKILLS

• Windows 2003 / 2000, Windows NT 4.0, Pathworks, Novell NetWare 3.11/3.12 Servers. Configuration of DHCP, TCP/IP, DNS, WINS, RAS, Active Directory, PDC, BDC, and various aspects of Network Connectivity (Copper, Fiber, T1, Frame Relay, ISDN, CSU/DSU, Firewall, Routers, Switches, Hubs, Gateway, Wireless Bridges, CAT5 cabling, 66 / 110 punch-down blocks, digital / analog voice cards). Working knowledge of Citrix,Terminal Services, and VPN.
• PC's and Servers (Dell, Compaq, Gateway), Notebooks, Printers (HP, Kyocera), Modems, Hard Drives, Floppy Drives, NIC, Memory, CD-ROM, CD-RW, network Fax and Copier equipment.
• Microsoft Windows XP, 2000 Professional, NT 4.0, 95/98, 3.x, MS DOS 5.0/6.22
• Microsoft Office, Internet Explorer, Exchange 5.5, SMS 2.0, Outlook 98 / 2000, SAP R/3, Help Desk Expert, Remedy, Vantive, ADP, ETime, Kronos, Reflections, McAfee and Norton Antivirus, Pervasive SQL 2000i, Kewill MAX ERP, Great Plains Dynamics, Crystal Reports, Veritas Backup Exec, Diskeeper, Microsoft SQL 2000, IIS 5.0, Metasolv TBS / M6; CSG; ICOMS.

PROFESSIONAL EXPERIENCE

Confidential

Technical Analyst

Responsibilities:

• Responsible for providing production support for the ICOMS billing system and 3rd party applications running on the IBM Power platform (IBM AS/400 and iSeries hardware and OS V7r1).
• Provide ICOMS application support, system and batch process monitoring, production deployment of custom programs, job scheduling and automation, and application of software upgrades, hyper fixes, and data fixes.
• Utilize automated solutions from Help systems such as Robot Schedule, Alert, and Reports
• Utilize Aldon's LMI software for change management
• Work with the release management team to ensure that milestones are met for configuring and updating environments
• Implementation of ICOMS software upgrades, hyper fixes, and data fixes in production and non-production environments.
• Management of ICOMS environments for development, testing, training, projects, and all other non-production environments. Includes creation, refreshes, and database maintenance.
• Deployment, monitoring, maintenance, and support of billing and 3rd party applications required to support billing.
• Custom code migration to production using the Aldon Lifecycle Manager application.
• Participate in department on-call rotation.

Confidential

Technical Support

Responsibilities:

• Handle inbound technical support calls from Business Class customers.
• Work independently and in teams to ensure the success of Spectrum Business.
• Understand customer needs and expectations on every call to ensure an exceptional customer experience
• Receive and respond to a high volume of telephone support inquiries
• Utilize available resources to ensure customer satisfaction and retention
• Educating customers with knowledge empowering their ability to solve similar technical issues in the future
• Initiate customer education opportunities regarding existing products and services to drive awareness of future solutions
• Document all pertinent information using the appropriate call-tracking system, CSG, ICOMS
• Reinforce customer retention through exemplary problem solving and service

Confidential

Responsibilities:

• Responsible for ensuring the payment entry is completed accurately and timely as well as all necessary research is done promptly in Nextgen.
• Responsible for identifying correct amount due or insurance denial based on the explanation of benefits received.
• Reimbursed patients for out of pocket expenses incurred on specific drugs following policies and procedures.
• Responsible for customer service and case management.
• Processed incoming enrollment forms for patient Copay Card and Reimbursement Foundation programs.
• Follow up via phone and/or fax for missing enrollment information.
• Identified other sources of health care coverage for patients through queries and use of PatientPlus database

Confidential

Data Implementation / VPN Engineer / Data Translations Specialist

Responsibilities:

• Provide Tier II support for all business data service issues.
• Configure, test, turn up and troubleshoot new and MAC requests for MPLS VPN, Frame Relay, and Internet services. Daily configuration of TCP/IP for Internet (MLPPP), MPLS VPN (OSPF, Static, and BGP routing protocols), and blended port MFR (used to share bandwidth between multiple services (Internet and MPLS, MPLS and VoIP, Internet and VoIP) distinguishing packet types with QoS.
• Responsible for business VPN and Internet service connectivity to the Corporate Cisco 650x switches, Juniper ERX edge, Juniper M20, Cisco 750x, and Adtran 6x / Netvanta 3200 routers as well as support Frame Relay utilizing the Lucent NavisCore NMS to manage the Lucent CBX500 core switch.
• Provide assistance with the configuration of customer equipment.
• Configure Metro Ethernet services to the customers' site via stack vlan and those co-located in remote Operations offices on Cisco 6503 switches and Juniper ERX routers.
• Coordinate the provisioning and technical support of Data Network facilities, components and associated activities.
• Provision customer virtual circuits, TCP/IP Routes, DLCI assignments and other data switch software components of the Corporate Data Network.
• Assist Data Network Engineers in maintaining an inventory of Data Network components for facility equipment capacity management.
• Assist account managers with proper processes and procedures of order submittal and work flow.
• Respond to requests from other departments in regards to the availability of Data Network facilities, system components and related provisioning intervals.
• Assist with distributing orders to co-workers.
• Assist with maintaining the Data Engineering cut calendar.
• Create and setup Data Network Statistical reports for customers.
• Maintain the Juniper ERX and CBX audits.

Confidential

Technical Consultant

Responsibilities:

• Installation, implementation and support of client - server Web-based (including ASP, XML, XSL, HTML) 401K Retirement Plan Recordkeeping and Call Center software applications utilizing Microsoft SQL 2000 and Pervasive 2000i databases.
• Responsible for maintaining pre-deployment lab environment and setup prototypes of ASP solutions.
• Identified, researched, and resolved advanced level technical issues.
• Installed and configured client hardware, software and networking infrastructure components.
• Provided advanced technical support and consultation to pension administration software clients.
• Responsible for investigating system issues and working with the technical analyst and developers to design, test, implement system enhancements, correct problems, and improve functionality.
• Represented Professional Services division on the Disaster Recovery / Business Resumption team.

Confidential

Information Systems Network Administrator

Responsibilities:

• Provided support of multiple servers/ workstations in a Windows NT environment including Kewill MAX ERP on Pervasive SQL, Great Plains Dynamic Accounting package and ADP payroll application on Microsoft SQL servers.
• Administered Comdial and IWATSU (ESNA OfficeLinX CTI and Taske ACD) Telephone systems.
• Purchased all computer and telecommunication equipment including servers, workstations, laptops, printers, software licenses, cellular telephones, and fax machines.
• Primarily responsible for configuration, installation, maintenance, and diagnostic support of all PC hardware, software, and peripheral devices.
• Responsible for network connectivity (cabling, installation and support of 100 Mbps switches with fiber modules, T1 router with firewall, support wireless bridge and configure TCP/IP static addressing and dynamically assigned using DHCP).
• Technical point of contact for all vendor related issues.
• Created / administered user accounts, create shares and set permissions on Windows NT 4.0 servers as well perform nightly system backups.