Donna Means Email & Phone Number

Philadelphia, Pa

Provide technical and billing support via phone and chat. Troubleshoot hardware, software, and connectivity issues. Perform product consults educating consumers on various products and making recommendations based on the consumers' needs.

Horsham, Pennsylvania

Provided technical support, product consults, and responded to billing inquiries, (via phones and email) for commercial cliental Mentored new agents on support policies and trained cliental on Comcast products and servicesAbility to resolve/mitigate commercial customers problems/requests quickly lead to repeated praises as a highly effective agentAssisted Supervisors with team building and distribution of new guidelines and procedures.

Sunoco, Philadelphia, Pennsylvania

Notable Projects: Clarify CRM Communication Bridge Implementation/Change Management, Staff RestructureOrchestrated the plan to leverage existing technology to build the Clarify communication bridge between SUNCO and IBM.Formulated Change Management plan for the enhancement of Communication Bridge for the future Designed a strategy to transparently off-board departments and transition departments to external vendors

Wilmington, Delaware

Notable Projects: Washington Mutual, Credit Card Service Move/Add/ChangeIdentified project tasks for Technical Support Center for large-scale initiatives involving the transition of programs to new platforms and the merger of disparate systems from acquired client companies such as Washington Mutual.Supervised staff of 20 analyst safeguarding that ever task executed properly, on scheduled, and properly documented.Effectively updating chief executives/system engineers of threats to network that would have substantial financial impact and cause cliental to lose access financial data.

Philadelphia, Pennsylvania

Notable Projects: Hardware/Blackberry Roll-outs, Software Deployments, Operation System ConversionDesigned a loss prevention procedure to ensuring the physical security of equipment and staff accountability which eradicated shrinkage issues which was used throughout the North East territory. Rehabilitated deployment teams’ inventory management reporting by automating the process resulting in a 33% increase in productivity Oversaw the performance of up to 40 staff members while managing several territory-wide project simultaneously

Wayne, Pennsylvania

Notable Projects: Enhancement Fixes Deployments, TOPS Medical Billing Restructuring, IDX MigrationPatching TOPS Billing System using Clipper to correlate with HIPPA regulations; redesigning Alpha/Beta Enhancement testing guidelines to quickly identify glitches improving turn-around by 25%Coordinated the restructuring communications bridges for all 600 Patient Care Facilities nationwide ensuring Hanger’s financial data was reported to NYSE timely.Chaired redesign of medical billing system using IDX to replace TOPS medical billing system from conception to completion

Philadelphia, Pennsylvania

Notable Projects: Energy Deregulation ProgramRestructured testing requirements enabling suppliers to resubmit EDI packets increasing success rate by 40%Created Lotus Notes database to maintain the list of active third-party suppliers participating in the Energy Deregulation ProgramAnalyzed EDI packets to identify submission problems and educate third-party suppliers

Radnor, Pennsylvania

Notable Projects: Lotus Notes Deployment, Palm Pilot Roll-outOversaw Token Ring Network and troubleshot network connectivity issuesInterpreted, evaluated, and resolved inquiries via phone, email, and direct customer contact pertaining to hardware, software, Palm Pilot PDA, and network support. Created end-user “How To” quick references materials and assisted and participated Lotus Notes rollout

Wilmington, Delaware

Notable Projects: Remote Access Services (RAS) Task forceReceived repeated accolades for providing premium second-level technical support and troubleshooting RAS connectivity issues for global IT infrastructure supporting 35,000+ employees throughout the U.S. and overseas.Contributory to RAS task force (designed to identify the source of RAS related issues) by providing detailed troubleshooting techniques, classifying errors, and isolating potential causeProvided Network Administration and Application Support for internal cliental

West Chester, Pennsylvania

Notable Projects: NOS Conversions, Microsoft Exchange Migration, Software Deployments, Server AuditsWyeth Pharmaceuticals: Orchestrated a plan to upgrade servers while transitioning clients from one platform to another and employing software auditing eliminating system downtimes for multiple campuses. Fashioned technical guidelines and knowledgebase for support staff to follow.Corning Clinical Labs: Facilitated Vendor Management, Evaluated Trainers based on customer feedback, Identify and resolved software installation conflict issues. Created support guidelines and generated a troubleshooting knowledgebase to ensure a smooth transition to client technical staff.

Associate Of Science (A.S.), Computer Information Systems

Majored in Computer Information Systems with a Web Development concentration

Diploma, Computer Programming

Studied Computer Operations initially then went back for Computer Programmer. I was an honor student in both courses.

Diploma, Computer Operations

Honor Student. I was a teacher's aid and acted as a substitute teacher during to cover teacher's absences.