• Conducted end user interviews to document existing processes• Gathered requirements for the implementation of new quoting, CRM and Order Management applications

• Developed exception reporting for implementation project management• Performed ad hoc investigations and post mortem analysis• Identified and remediated data integrity and billing issues• Collaborated with data and billing teams on revenue recovery• Interfaced with 3rd party project management software company on bug fixes and enhancements

• Provisioned application and server access• Performed security access troubleshooting and end user support• Processed high volumes of network, Exchange and application requests

• Responded to/resolved user incident reports of errors and outages for supported applications, including CRM, CMDB, MDM, ticketing and customer web portal• Worked with development and product teams to implement bug fixes and enhancement requests • Maintained knowledge base and wrote process and training documentation for customer web portal• Performed application account provisioning, password resets• Conducted root cause analysis and release testing• Trained end users on portal usage and reporting features

• Created process for group and user application permissions• Developed various reports and dashboards in Oracle BI Anaytics• Provided ad hoc reporting and data extractions via SQL

• Responsible for new account provisioning/deprovisioning and access modifications in multiple 3rd party and in-house applications• Worked with auditors to provide governance evidence, enforce user segregation of duties and remediate violations• Participated in the implementation of, and performed administrative functions in an application identity access management platform• Administered security groups and distribution lists in Active Directory

• Performed monthly and quarterly audits of internal processes, such as software/operating system change management and application security.• Collaborated with external auditors and various internal departments for SOX compliance testing.

• Interfaced with customers and account teams as escalation point for billing, contract and service issues• Wrote sales orders - disconnects, renewals and relocations• Negotiated contract terms and pricing with legal and quoting teams