SUMMARY:

• Highly motivated and detail - oriented Professional with 10+ years of experience in Telecommunications and Application Support.
• Offering strong analytical, research, and problem-solving skills; With the focus on defining and improving business processes, and in meeting users’ business and reporting needs.
• Strong interpersonal and communication skills.

AREAS OF EXPERTISE:

• Root cause and traceability analysis
• Wireless GSM/3G/4G Networks
• Document Preparation/Management
• Project Management
• Escalating support issues
• System Performance Maintenance
• Managing issue resolution
• Implementation processing

TECHNICAL SKILLS:

Proficient knowledge in: Microsoft Word, Outlook, Access, Excel, Microsoft SQL Server, PowerPoint, Query Analyzer, Share Point, Clarity, Mercury Quality Center, ALM, FTP Client, DDMU (Dynamic Data Maintenance Utility), Samson Billing system, Test Director, Java, Steve TAP3 Editor, Toad, Windows Operating Systems (Microsoft Windows XP/NT, Vista, Windows 10), Unix Operating systems (HP UX and Sun Solaris 8), SQL, Oracle9i, Oracle R12., Samson, Kofax Capture, PSUP, DEVP, UAT, MaCola/Synergy, VoIP, TCP/IP, DHCP, Ethernet, VPN, Weblogic, Citrix Server/client server applications, Remedy Action Reporting System, Service Now, CRM (Customer Relational Management), Remote Access, Bomgar, WinSCP(Sterling), Centivia, and Change Control; HPF Workstation & Webstation, Knowledge Base, CMS & CTMS, AOTS, IE 9, 10 & 11, HP & Dell PC s, GPRS/EDGE/EVO/UMTS/SMS/MMS, RIM (Blackberry) devices, and GSM/UMTS/CDMA/1XRTT/EVDO/Den/DCS handsets, Android devices

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, Georgia

Analyst Oracle Systems

Responsibilities:

• Provided Level 2 Support for Financial Systems and Business Applications groups which included reviewing, analyzing, and evaluating of the business system on a daily basis
• Responsible for the daily monitoring of MaCola issues and resolved any issues if needed
• Granted and set up user access to MaCola/Synergy applications when requested
• Alerted the appropriate users when MaCola files have not been received in a timely manner
• Monitored MacCola processing and started jobs manually (Disbursements, Guareented Sales, Vehicle and OE Cash Journal) if needed
• Tested and reported results for the EXA & OVE (Online Vehicle Exchange) data testing
• Responsible for investigating and providing resolution for OVE (Online Vehicle Exchange) customers for AR Shared Services on a daily basis
• Created tickets and escalated to defects to implement changes needed for issues in Oracle
• Worked closely with the OMS Team on any issues that needed additional assistance for resolution
• Responsible for testing defects and performing smoke test once applied to Oracle production
• Performed Regression testing when needed for any updates or issues to the Oracle system
• Participated in OVC testing for messages to correct DBA customer names for auctions
• Responsible for AR updating SNOW and defect spreadsheet on a daily basis
• Responsible for running Month End Reports to assist with Month End Close process
• Responsible with assisting with Bulk Upload credit process when needed
• Performed knowledge transfer with SSC AR and QA when needed
• Created O2C or updated (Order 2 Cash) documentation when requested
• Maintained a high level of communication with AR SSC group and OMS Team when providing updates or feedback on current issue
• Attended the Weekly OMS - FST Incident Status Meeting to get updates on any outstanding defects

Oracle Systems Analyst

Responsibilities:

• Provided Level 1Support for the Financial Systems and Business Application groups on a daily basis
• Responsible for daily monitoring of the Help Desk queue, responding, and resolving tickets within the required SLAs
• Participated in projects focused on improving the business through continued development of the Financial Systems.
• Responsible for Financial Systems Team Communications when critical issues arise
• Responsible for all Access Management configurations and removals in Oracle/OIM and AGIS
• Update 5M Customer data in a timely manner when requests are received.
• Resolved or transferred Disbursement issues to SSC when notified by auctions
• Resolved and created new cases for Disbursement issues for the Shared Services Group
• Assisted users with any issues pertaining to iExpense/Pcard training, completion and reporting
• Troubleshoot, removed, and release expense receipts daily using in Oracle WebCenter Capture
• Ran and checked the Expense Report export on a daily basis
• Performed installation of Smartview, Essbase, and Java when requested
• Corrected any issues pertaining to Oracle Workflow approvals and notifications

Level I Customer Support Representative

Responsibilities:

• Responsible for receiving, documenting, and resolving software, hardware, and network issues reported by our customers and field management for TAMS application.
• Performed superior telephone, root cause analysis, and issue resolution skills.
• Responsible for ensuring customer satisfaction in every step of problem resolution.
• Recognized questions that go beyond the scope of services provided by the Level I Agent, and made accurate referrals to Level II escalation group when necessary.
• Isolated software and hardware issues, researched, resolved (or escalated), and performed follow-ups when needed. Responded to questions from callers; remotely assisted Store managers and team members with technology problems.
• Supported back office hardware, hardware and software, and Web Applications.
• Handled constant changing flow of call volume; remained productive during slow times, multitasked effectively during busy times, exercised patience and professionalism during stressful situations.
• Followed standard Help Desk operating procedures; accurately logged all Help Desk contacts using the Remedy Action Reporting System.
• Accepted general responsibility for the Knowledgebase and contributed to its content.
• Became familiar with available help resources (support tools); stayed updated on technology changes and problems.
• Executed SQL commands for database manipulation when needed and Unix commands to restart servers, apply error logs to cases and verify all network processes are running

Tier I Application Support Representative

Responsibilities:

• Triage, reproduce, diagnose, and resolve client issues with McKesson HPF Software (BDI, F2F, Magnetic Release, Index Release, DCS/QCI, Transaction agent, Index Agent, and WorkFlow)
• Followed defined troubleshooting processes to fully resolve client issues
• Analyze problems with HPF applications, identify problem areas, and recommend corrective action
• Remote in to client domain servers for related skill specifics to HPF application to resolve customer issues
• Created SQL queries to retrieve and manipulate data in the HPF database
• Work with Tier II support and other department resources to jointly resolve cases.
• Investigate High/Critical cases and escalate to Tier II Support or Management when needed
• Maintain accurate work logs in CRM and provide customers with case updates daily
• Contribute to the Knowledge Base Online Resolution Guide by adding and supplementing entries
• Report on individual performance metrics or success factors as requested
• Mastered SCP supported methodologies to support all job functions

Business Wireless Technical Support Business Wireless Ticket Management Representative

Responsibilities:

• Answer telephone and written or Internet-based inquiries of a technical or complex nature from employees and employee family members regarding company products.
• Assist/advise internal and external clients with technical support on Sprint PCS products (Blackberry, Samsung, Palm, HTC, Aircards, etc.) and 1XRTT, EVDO network elements
• Performed extensive troubleshooting of problems with computer hardware, mobile phone or other electronic devices
• Analyze non-routine problems with nonfunctioning electro/mechanical equipment or software applications to identify problem areas and recommend corrective action
• Maintained log of problems so that recurring problems can be reported to product development.
• Handled problem resolution which may require follow-up and/or escalation to a higher level of expertise
• Documented situations which required adaptation of response or extensive research according to customer response
• Performed daily the ability to multitask, simultaneously listen on the telephone, understand a technical question, and resolve the technical challenge while working in an advanced computer system
• Demonstrated Customer Service skills including the ability to understand the customer's technical challenge and resolving their technology issue in a friendly and professional manner
• Performed outbound follow-up calls or email to business customers that submitted trouble tickets experiencing issues with coverage, call quality, dialing and sms/mms
• Added any additional information to trouble ticket to support BWTR, CPM, Field Support, and techs in their issue investigation
• Documented all CTMS tickets and TRAMS trouble tickets with updates and internal communication
• Maintained a 24-48 follow-up timeframe with the customer on a daily basis
• Escalated tickets to the appropriate group that fell outside that mandatory resolution SLA
• Closed and documented all tickets once customer contacted and permission given that issue was resolved

Confidential, Atlanta, Georgia, New York, NY

Remedy Ticket Manager

Responsibilities:

• Created and distributed Open Ticket Reports for affiliated service groups on a daily basis
• Maintained, documented, and distributed Open Tickets with Updates Report to ensure tech’s adhering to SLA process
• Reviewed, documented and closed daily software issue and Tape Media tickets on a weekly basis
• Contacted and verified AT&T Eval Requests when advised by Management to ensure accurate information was supplied by AT&T clients and vendors
• Performed 1st and 2nd Level Escalations to vendors, Compucom and Qualx, when instructed in a timely manner Responsible for escalated situations and following through to complete task with quality and accuracy.
• Monitored and resolved escalations to ensure AT&T client needs were met
• Provided feedback and updates when needed in weekly Ticket issues meeting
• Acted as liaison or point of contact with internal customers and internal organizations on technical issues
• Created and dispatched software tickets
• Performed weekly vendor/client meetings to ensure that AT&T meeting the requirements of the both parties as requested.
• Monitor ongoing quality of processing, troubleshoot problems that arise, and identify ways to improve process.
• Provided World-Class customer service to internal and external AT&T customers and vendors

Analyst I, Applications Support

Responsibilities:

• Responsible for delivering and maintaining a fully functioning system to the client team
• Assisted with deployments of new software and system upgrades
• Performed root-cause and traceability analysis affecting billing systems production support on a daily basis
• Provided support through evaluation, analysis, documentation, and validation of billing processes from the end-users perspective and recommended system modifications
• Resolved and track user issues via Remedy or On-Call Support
• Maintained strong knowledge of UMTS, NOC, GPRS wireless data networks
• Designed and reported Remedy Analysis report for review by Managers and compliance groups
• Uploaded, tested, and reported results for CCMI (Center for Communications Management Information) Load on a monthly basis
• Identified and gathered data analysis, designed, specified, tested, and documented software modification and functional enhancements/deployments
• Maintained performance of system servers, raters, and guiders
• Served as an escalation point for other team member when critical system issues occurred
• Completed assigned tasks and issues resolution in a timely manner
• Created SQL queries for billing issues research and system statistics
• Utilized Unix operating system for system support maintenance and script creation/run
• Performed file space clean-up when needed
• Crossed - trained in the Data Center to familiarize with outages and billing system alerts
• Created and distributed weekly Flash reports to show summary of CDR fluctuation trends
• Assisted other departments, (i.e. Amdocs, CSM, Mediations, Provisioning, Data Center) in system issues and analysis when needed
• Provided 24X7 On-Call Billing Support of both current and future billing system versions; including gathering, testing, and approval for implementation as required
• Diagnosed, isolated, and implemented remedies for system failures
• Prepared, distributed, and conducted training for written documentation for technical methods, procedures, and functions
• Documented and reported any system issues and outages to Management and business groups

Analyst I, Billing Ops QA

Responsibilities:

• Review all bill cycles generated to ensure proper billing of customer
• Check rate plan, SOC, airtime, text messaging rates, data rate/charges, domestic and international roaming rates/charges, payments, credits, bucket/bonus minutes and presentation of bill
• Document issues found and initiated communication with Tier II support (QA Issues Management)
• Assist in review of all test bills generated for code release
• Perform non-main cycle reviews (i.e. Reject/Hierarchy bans, IVR, I-Billing, EVV)
• Cross-trained in IVR systems development team specializing in caller identification and routing
• Helped maintain Microsoft Access database information for issue statistics and stats
• Initiate basic account clean-up activities (forwarding CC issues to be credited and/or corrected)
• Maintain acceptable level of QA Billing stats
• Perform assigned tasks (Senior duties), such as coaching and facilitating issues meetings

Customer Care Representative

Responsibilities:

• Answered incoming phone calls from potential and existing customers inquiring about mobile equipment, additional mobile features, sales/promotions, rate plans, long-distance/roaming charges, and coverage areas
• Answer incoming phone calls from customers with billing inquiries and apply credits if needed
• Process and complete mobile activation request, and additional line credits
• Process deactivations and suspensions requested by the customer
• Troubleshoot mobile network problems and submit technical support request to Helpdesk when needed
• Escalated extensive billing and customer disputes to floor Supervisor if requested/needed
• Maintained acceptable monitoring and quality call center stats