PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

• Support field personnel, internal & external customers and vendors with highest possible level of service
• Retrieve rate code requests using ORS and OFA
• Build codes in DDP, DDPF, ABP (Amdocs), CCS/Darkside, ESE and BCE (CSG) following National standards
• Map new codes as appropriate in UDB and EPC databases
• Troubleshoot and resolve service requests in BMC Remedy
• Validate and correct data provided by field personnel and input into EPC
• Work with pre - production testing team as orders are placed in Work Bench application
• Troubleshoot errors encountered while placing test orders for commercial accounts
• Track tickets in BMC Remedy
• Coordinate with Business Services and field personnel to resolve errors
• Responsible for training new team members in all aspects of Workbench and EPC.
• Assist in DDP merges from twelve corps to four
• Provide DDP & DDPF support to field, MIS Billing group and Finance

Confidential

Campus Technology Coordinator/ Computer Lab Manager

Responsibilities:

• Provide highest possible level of service to internal customers and vendors
• Support and train student, faculty and staff computer users on Macintosh and PC platforms for largest elementary school in West Hawaii
• Perform all software/hardware upgrades and support including purchasing of new equipment and consumables
• Maintain network, computer lab and campus including hardware and software for over 200 computers and peripherals
• Manage four servers (replaced one)
• Teach computer literacy skills to elementary students
• Responsible for lab lessons and scheduling
• Administer computerized supplemental and remedial reading program
• Anything asked of me - from cafeteria software to lunch duty to school pictures I did it all

Confidential

Software Analyst

Responsibilities:

• Provide highest possible level of service to internal customers and vendors
• Responsible for DDPF changes via APMS
• Provide DDP and DDPF support for eight corps in Wisconsin and Texas and all Field MIS Staff
• Coordinate all billing-related data processing functions between District and Regional offices and billing vendor
• Assist in the implementation of billing software standards
• Provide technical knowledge of processing system and departments with sufficient information to resolve customer inquiries
• Prepare reports using third party tools including Andyne GQL and SQL
• Assist in coordinating training and support of field offices, finance and train other team members
• Serve as the primary billing application support resource for front line product users, the IT and Corporate Accounting departments and on-site cable system management
• Support the on-line package regarding routine daily operations and management as well as the off-line subscriber billing and financial package
• Provide continual customer education in system usage, training and consultation for field offices
• Perform problem analysis to determine affected component, suggest workaround or perform resolution
• Assist in conversions of field locations to Confidential billing system
• Maintain contact with newly converted locations to provide on-going training and consultation for field offices
• Train office managers and other support staff in Confidential software
• Facilitate communication between corporate accounting department and field locations
• Assist in development and implementation of billing software standards
• Provide development and software support for special projects including customized reports, training on all aspects of daily operations and software conversions.
• Assist with Corporate Projects
• Resolve billing system issues
• Troubleshoot and correct software problems

Confidential

Call Center Help Desk/Executive Assistant

Responsibilities:

• Provide highest possible level of service to external and internal customers
• Intercept and resolve customer complaints to the Vice-President, President and CEO
• Answer nationwide Executive Complaint Line, independently diffusing complaints, documenting and resolving the issues within forty-eight hours
• Responsible for all intra-company correspondence and communication to Dallas Customer Call Center, providing resolution within twenty-four hours
• Input all daily work for field office employees, who do not have access to customer database
• Provide training and assistance to Customer Care Consultants
• Answer TDD machine, assisting hearing-impaired telephone customers, entering orders, responding to billing inquiries
• Provide highest possible level of service to external and internal customers
• Provide front-line support of local business telephone customers with information on billing, complaints and other inquiries
• Ensure appropriate action to resolve customer's issues on first contact without escalation to management
• Input orders accurately, follow-up to ensure the service was performed as requested
• Utilize technical proficiency with computer programs including GTE data base programs
• Work service order error reports to determine why the order was not processed and made necessary corrections
• Handle a high volume of incoming calls effectively and efficiently while maintaining the highest level of customer service

Confidential

Software Support Specialist

Responsibilities:

• Provide highest possible level of software support to seven cable television systems throughout Wisconsin totaling 150,000 customers, troubleshooting problems and ensuring best possible use of system
• Coordinate and manage all aspects of SQL migration of Crown Cable systems onto new SQL platform from shipment of hardware and conversion of data files to on-site training. Participate in each migration on-site and come to the rescue when auto-backlog system fails.
• Provide Billing and Financials software support and training to all levels of corporate Accounting Department, from Accounts Payable to Chief Financial Officer
• Maintain records to track data processing and billing expense
• Gather information from Legal, Regulatory Compliance, Operations and Finance departments and sent written instructions to cable systems to comply with The Cable Act of 1992

Confidential

Software Analyst - Customer Support

Responsibilities:

• Provide highest possible level of service to external and internal customers and vendors
• Recipient of thirteen Customer Appreciation Awards
• Work with MIS and computer operations departments to trouble-shoot software problems daily, to accommodate rate changes and to design statements
• Key changes to billing parameters (Type30’s)
• Work with marketing departments to target specific groups of cable customers for statement messages and special reports and billing inserts
• Coordinate and complete last-minute projects to change billing and financial software parameters
• Act as liaison between external customers and billing support staff

Software Analyst

Confidential

Responsibilities:

• Completed 16-week internal training program at top of class
• Function as consultant to general managers, office managers and technical managers
• Advise and educate on the optimal use of systems, including software applications, hardware operation and Confidential organizational structure. Helped to establish new operational procedures implementing the new system
• Conduct pre-conversion visits to facilitate changeover and remained on-site throughout actual conversion. Made post-conversion visits for additional training and to assist in "fine-tuning" the system
• Receive and verify integrity of newly converted data files and balanced financial reports from previous vendor to Confidential
• Conduct regional training classes and on-site training of all departments of cable TV office (customer service, dispatch, marketing, installers and service technicians)
• Convert brand-new users from paper to keyboard