Herman Chen Email & Phone Number

United States

Warrington, Pennsylvania, United States

Villanova, Pennsylvania, United States

Manage the service and operation team. Overseeing consultants and benefits analysts in the social service division. Owned the client relationship and fostering long-term partnerships by proactively consulting clients and providing superior and consistent client services. Analyze plan performance and advise on plan design changes. Developed a reporting structure to track self-funded groups which enables us to better forecast and keep the plan sponsor abreast of their plan's performance. Transitioned groups from the Fully-Insured Platform to the Self-Funded Platform; including underwriting, plan design, implementation, account management.

Conshohocken

Responsibilities include the overall development and execution of the company’s business plan, in conjunction with the President and Senior Advisor for Andus LLC. Achieve company goals for business development, staff selection and direct management, client management and compliance. Staff management includes providing clear direction to achieve goals, creating an environment that fosters team commitment and employee engagement. Leads the Financial, Implementation, and Account Management Teams. Promotes a quality working culture through team collaboration.• Consistently look for and identifies new growth strategies while ensuring that growth strategies comply with all applicable laws and regulations• Develops and implements new processes that are in alignment with the organization’s strategic plan• Responsible for the overall financial performance of the organization • Manage all aspects of Medical and Ancillary benefits• Develop budgets for each division• Develop and manage client relationships

New Hope, Pennsylvania

• Consulted with clients on ways to apply technology to business processes through researching and providing information on technical trends. • Consulted with program/project management teams to develop appropriate technical solutions. • Advised on options, risks, costs vs. benefits, impact on other business processes and system priorities.• Contract Administrator

Lansdale, Pennsylvania

• Developed a group dedicated to maintaining, restoring and installing all Business Voice and Data services. • Coordinated with the Provisioning and Sales team on the delivery of new service and exceed the forecasted objectives. • Scheduled the technicians’ workload everyday including new troubles. • Reduced payroll by 43% while increasing productivity by 60% in the first 5 months• Worked with customers on attaining their objectives on wants and needs of the system• Maintained the warehouse inventory• Served as a customer advocate• Contract Administrator• Project Management

Warminster, Pa

• Responsible for maintaining, restoring and installing all Business T1’s, HDSL, GSHDSL and VOIP customers. • Scheduled the technicians’ workload everyday including new troubles. Daily duties include: provisioning the ADTRAN 4303, Navigators, Harris and MDU equipment. • Served as the first point of contact for the field technicians. • Responsible for 9 CPE technicians and 3 Implementation Specialists. • Coordinated with 15 Project Managers on scheduled Cuts, Pre-tests and loop verifications• Coordinated the hiring and training of staff• Maintained the warehouse inventory• Served as a customer advocate to ensure customer satisfaction Switch Technician, 2005 - 2007• Facilitate operation and maintenance functions on Central Office Switch Equipment that includes custom installation, maintenance, testing, troubleshooting and service provisioning of all operational aspects of the Warminster 5ESS telecommunications network. • Adept in transport equipment, digital cross connect equipment, channel banks, muxes, common system and power equipment. • Provide support on switching assignments, voice mail, and power equipment. • Extensive knowledge of the 5ESS includes hardware/software architecture, data base administration and troubleshooting on equipment, T1s and trunks. • Repair, monitor, modify and install communications equipment. • Perform translations at both the line and trunk level.• Knowledge of SONET and T1 transport, Digital Loop Carrier• Collaborate with 15 Installation and Maintenance field technicians and five Customer Premier Equipment Installation technicians.• Provisioned/turned up POTs lines, ISDN lines, PRIs/BRIs and DIDs (direct inward dialing). Executed switch BWMs, switch growth, upgrades and retrofits. Performed routine preventative maintenance on switch equipment. Diagnosed and replaced faulty switch circuit packs. Tested and turned up T1s.

Dayton, New Jersey

Technical Support Representative, Tier II, 2004 to 2005• Respond to trouble tickets reporting system needs for the 5ESS. • Responsible for application of software upgrades that affected thousands of switch technicians, equipment and customers nationwide. • Ensured highest levels of customer service; managed assigned accounts that included Comcast, AT&T’s largest customer. • Moderated conference bridges; maintained clear lines of communication throughout projects. • Managed 73 switches compared to industry average of five employees for the same assignment.• Served as point of contact with key account decision makers (vice president and directors) at Comcast; communicated emerging technical information to ensure their continued satisfaction with AT&T services.Manager, Network Control Center/Change Management, 1999-2005 • Planned and supervised activities of the Network Control Center to support customers nationwide; directed 12 support representatives. • Ensured integrity of switches; coordinated with hundreds of technicians across the US. • Troubleshot and monitored equipment, environmental, and T1 alarms. • Reviewed and approved formal requests to add new technology or expand onto existing technology. • Ensure conformance and accuracy of work during the maintenance window. Applied and resolved software issues related to Broadcast Warning Messages. • Delegated activity for the E911 disconnect/reterm and A-Link migration projects. • Implemented Administrative Service Modules used for billing, provisioning, high-speed download, and provided additional virtual trunk line workstations. • Designated point of contact to Comcast for Generic Retrofits. • Identified staff training needs and facilitated continuing professional development to maximize team proficiency.• Project Management

Hatboro, Pa

• Owned, managed, and expanded a franchise location. • Full profit and loss accountability; directed start-up, staffing, capital equipment usage, financial management, customer service and strategic planning to grow business visibility. • Educated staff to menus, portioning, sanitation and safety, inventory ordering/management and customer relations. • Sold business at a profit