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Software Engineer Resume Profile

Summary

Skilled management professional with a strong technical background and a demonstrated track record of success in building and managing high-performance IT operations, quality service delivery teams and customer focused support organizations.

Experience

Confidential

GDIT is a trusted systems integrator that provides information technology, systems engineering, professional services and simulation and training to customers in federal, state and local governments and commercial sectors.

Sr. Manager

  • Responsible for managing the Centers for Medicare Medicaid Services CMS HIPAA Eligibility Transaction Systems HETS contact center. The help desk provides technical system support to the HETS submitter community requesting eligibility data through the 270 transaction while receiving responses through the 271 transaction.
  • Ensured ACD and email service levels were exceeded every month.
  • Achieved an average Grade of Service of over 98 .
  • Administered several contact center systems Virtual Observer, RedBox, NEC Call Center WorX .
  • Created and presented weekly ACD reports and status reports to CMS.
  • Ensured that all performance standards were met by informing and aligning resources.
  • Performed all liaison functions between CMS, GDIT and the MCARE team.

Confidential

h 410 465-3706, c 410 599-5788IT solutions to achieve maximum value and efficiency from their systems and information contained within.

Sr. Manager

  • Responsible for establishing and managing the Centers for Medicare Medicaid Services CMS ERRP Contact Center ERRPCC contract, a 9.5M contract created under the Affordable Care Act. The team provides operational support of the ERRP program including monitoring of, reporting on, and general project management of the daily ERRPCC functions. The ERRPCC provides telephone support to the ERRP program participants, employers, unions, Federal Government and State Government.
  • Interviewed and hired 35 staff members including Managers, Team Leads and Customer Service Representatives.
  • Ensured the timely creation and development of the ERRPCC in less than 6 weeks.
  • Consistently managed the ERRP contract funding to 99 of the allocated contract value.
  • Administered several contact center systems Virtual Observer, RedBox, NEC Call Center WorX .
  • Completed all contract specific deliverables within required time frames.
  • Created and presented weekly ACD reports, weekly operational dashboards and monthly cost reports to CMS representative.
  • Achieved an average monthly Grade of Service GOS of over 99 with several consecutive months of 100 .
  • Ensured that all performance standards were met by informing and aligning resources.
  • Updated and reviewed with Maricom's executive team the continuous progress, achievements and issues on the ERRPCC.
  • Attended all Capability Maturity Model Integration CMMI Project Management PM and Services Model Workgroup meetings
  • Performed all liaison functions between CMS, Maricom and the ERRPCC team.
  • Identified, documented and mitigated risks related to managing the contact center.
  • Developed and implemented customer service standards and quality reward programs.

Manager

  • Responsible for successfully coordinating and managing the relocation of the CMS RDS Contact Center RDSCC contract from New York to Baltimore, a 6.9M contract. The team provided day to day support of the RDS program including monitoring of, reporting on, and general project management of the daily RDSCC functions. The RDSCC provided telephone support to RDS Program Participants, Insurers, Third Party Administrators, Consultants and Pharmacy Benefit Managers.
  • Assisted in and ensured timely setup of the RDSCC.
  • Completed all contract specific deliverables within required time frames
  • Interviewed potential Customer Service Representatives and staffed the RDSCC
  • Provided weekly ACD reports, weekly operational dashboards and monthly cost reports to CMS representative.
  • Ensured that all performance standards were met by informing and aligning resources.
  • Informed Maricom's executive team of the continuous progress, achievements and issues on the RDSCC.
  • Liaison between CMS, Maricom and the RDSCC team.
  • Identified, documented and mitigated risks related to managing the contact center.

Confidential

GDIT/ViPS is a leading provider of complex data management solutions for public health, helping it adopt wide-spread use of information technology to improve the cost and quality of care.

Team Lead, Internal/External

  • Responsible for managing the Internal and External Communication teams on the Customer Support for Medicare Modernization CSMM Project. The teams supported the Medicare Modernization Act MMA Help Desk staff by providing documented procedures and technical support staff. Worked closely with the Project Team to ensure correct CMS guidance and procedural updates were distributed to the MMA Help Desk staff and Health Plans.
  • Provided information and technical support to Help Desk Representatives as part of the CSMM Contract.
  • Contributed to quality and process improvement initiatives.
  • Provided a team of Technical Writers and Technical Analysts with a vision of the project's overall goals and objectives.
  • Developed, reviewed and updated internal processes, software applications, reference materials, system user manuals and workflows.
  • Defined and analyzed documentation content, development schedules, specifications, software strategies and solutions.
  • Developed and maintained change management processes for a variety of technical systems and applications.
  • Worked closely with other CSMM teams and ViPS technical teams to ensure software compliance, plan strategies and implement solutions.
  • Facilitated and maintained communications and information sharing between CMS, project teams and external contractors.
  • Set requirements for and used internal applications developed to support CSMM Help Desk operations including CSMM Entry Tracking MMA ETS , Search IACS LDAPs, Plan Communication email distribution list distiller , Search EFTs transmission reports and Plan Master routing and connectivity system of record .
  • Interviewed potential Help Desk candidates for open positions and made hiring recommendations.
  • Participated with the management team to improve team workflow organization and procedures.
  • Participated in documentation creation, review and editing before CMS signoff.

Team Lead, Help Desk

  • Responsible for managing first level and second level support staff in a Help Desk environment to ensure service levels are consistently met and/or exceeded and tickets are correctly handled in a timely manner.
  • Improved and implemented a redesigned second level work assignment procedure.
  • Represented the Help Desk when issues needed to be escalated and discussed with CSM counterparts.
  • Developed weekly and monthly ticket closure reports for management to monitor CMS goals and objectives.
  • Maintained electronic filing of daily status reports for access by the Help Desk staff.
  • Worked with Medicare Part D Plans to ensure uninterrupted connectivity to CMS machines.
  • Prepared and delivered an oral presentation for the Help Desk portion of the RFP for the One Program Integrity System Integrator.
  • Researched and resolved all escalated issues received from CMS associates and/or requiring CMS procedural updates.
  • Liaison between CMS and second level business analysts to resolve complex outstanding Part D Plan issues.
  • Achieved HDI Professional Certification of Support Center Team Lead.

Confidential

ASI is setting a new standard for the health plan industry, providing administrative solutions that manage sophisticated processing requirements, including consumer-directed healthcare products. It offers medium and large payers a comprehensive, robust and flexible way to meet their information needs.

Team Lead, Customer Support and Services

  • Director-level position responsible for driving operational improvements across the 15 member customer support organization and day-to-day management of customer support activities for 60 customers. Managed the daily operations of the Call Center, Technical Help Desk, Release Management, and Configuration Management teams.
  • Administered several Call Center systems Siebel 7.5, AccuRev, AVAYA .
  • Designed and maintained weekly and monthly management and customer reports.
  • Responsible for 15 staff reviews and salary increases.
  • Provided application and technical support to over 60 customers.
  • Conducted training sessions at annual customer conferences and for internal departments.
  • Developed and implemented transition processes for newly implemented customers.
  • Handled communications to customers, including weekly status calls and quarterly customer newsletter.
  • Produced increased customer satisfaction through focused and planned effort.
  • Handled escalations of priority customer issues across different departments.
  • Coordinated issue resolution with third party vendors.
  • Provided after hours and weekend technical call support.
  • Prepared and shipped general available releases.
  • Ensured install guides were tested and ready for general available releases.
  • Assisted customers with upgrade efforts to ensure go-live dates were met.
  • Coordinated resources between reporting teams and other departments within the company.
  • Performed program research of technical issues and call center issues and, if necessary, made appropriate program changes.
  • Incorporated a mentoring and cross-training plan within the Call Center team and across departments.
  • Incorporated automation into the day-to-day procedures of the Release Management and Configuration Management team.

Software Engineer

  • The Claims Programming team provided technical solutions to existing defects and new enhancements to the system.
  • Attended walkthroughs on technical documentation.
  • Wrote user requirements and external design documents.
  • Wrote conversion and batch load programs.
  • Provided programming solutions to existing defects.

Confidential

CDSI provided programming expertise to US Navy contracts for the Navy's world-wide Pay and Personnel system.

Senior Systems Engineer

  • The development team rewrote the existing COBOL system to Ada, according to the Department of Defense mandate. The programming staff participated in the analysis, design, development, implementation and documentation of the Navy's world-wide, on-line Pay and Personnel application system.
  • Designed and developed a PC-based distributed Pay and Personnel system that was implemented on all US Navy ships.
  • Designed and developed an interface to the existing world-wide Pay and Personnel system.
  • Placed strong emphasis on software reusability.
  • Analyzed, designed, programmed and tested screens, utilizing VIEW3000 and COBOL.
  • Provided support to production operations.

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