Carmen White Email & Phone Number

Oklahoma City, Ok, Us

United States

• Responsible for managing multifaceted projects used to deliver innovative solutions for complex reconciliation issues amongst various revenue cycle partners • Managed multiple, concurrent implementations, in a cross-functional environment, focused on completion of project deliverables for client on-boarding.• Gathered customer requirements, reviewed scope of work and distributed requirements to appropriate team members• Overseeing the duration of projects to ensure they meet deadlines, production schedules, and stay within budget.• Created and maintained project plans for all projects with decisive milestones, as well as timelines and responsibility assignments• Responsible for analyzing business requirements and providing on-time project deliverables

• Develop and analyze various reports to identify performance issues and develop team solutions• Report weekly to senior management on compliance trends, with recommendations for improvement strategies• Analyze metrics data (DOMO) to verify achievement of target levels• Track and analyze monthly key performance indicators for trends• Responsible for coordinating and facilitating projects and day to day operations within the IT Field Operations team• Responsible for analyzing business requirements and providing on-time project deliverables• Provide analytical support to all areas of operations as needed for Ad hoc reporting.

• Acted as Subject Matter Expert (SME) for newly implemented automated ticketing system• Ensured automation project timelines were met and all teams were properly trained • Provided leadership, direction and guidance to a staff of 20 geographically located queue managers, responsible for monitoring and maintaining ticket queues for over 400 technicians • Managed escalations for technicians and managers for various IT service delivery and QMS issues • Conducted weekly audits to ensure adherence to business processes and procedures

• Acted as the liaison between the government and service delivery team• Responsible for meeting Service Level Agreements (SLAs) and identifying areas of improving service delivery and customer satisfaction for over 10,000 remote customers• Developed and analyzed various reports to identify errors and develop team solutions• Created and implemented processes/procedures for service delivery in a remote environment.• Trained team on newly implemented programs, processes and procedures• Responsible for collaborating with cross-functional teams and departments to improve customer support programs and enhance customer satisfaction

• Provided queue management for 1800+ Navy and Marine sites throughout United States• Maintained ticket flows and procedures for the Remote Field Services team of 20 people• Managed daily workload of a local and virtual team of 20 individuals• Monitored and maintained team’s ticket queue to ensure timely review and processing • Provided technical and procedural advice to Field Services technicians for escalated issues• Ensured processes and procedures were adhered to by team• Developed and presented weekly/monthly status reports, with a focus on KPI targeting and trending analysis, to team and senior management

Integration and Testing • Re-package applications using Windows Installer technology • Test hardware, software and network equipment for compatibility in the environment• Utilize Desktop Management (Altiris) tools to remotely deploy applications enterprise-wideSystems Administrator: Boeing Satellite Systems• Support/migrate Novell 4.x, Novell NDS, Microsoft NT and Microsoft 2000 Administration. Provide technical assistance to end-users and current desktop operations team members with remote capabilities• Support 8,000 – 10,000 Windows NT and Windows 2000 desktops• Serve as Netware and Active Directory Administrator • Troubleshoot LAN/Networking issues • Function as Queue Manager in managing trouble tickets (in Remedy) sent to manager’s queue and IS Customer Service email• Assist with development and maintenance of internal website• Serve as Cisco VPN (Virtual Private Network) administrator

Bachelor Of Applied Science (Ba), Computer Science

Project Management