Kacey Davis Email & Phone Number

Seminole, Florida, United States

Gallatin, Tennessee, United States

Renton, WA

*Support the project staff.*Plan and coordinate project scheduling, budgeting and administrative tasks.*Updates necessary tracking systems to ensure that project and program status is maintained with complete accuracy.*Keep Management informed regarding the progress of all project coordination activities.*Alert Management of problems/conflicts relating to.

Greater Nashville Area, TN

• Creates and maintains user accounts for the IT Systems including Active Directory, Portal, SAP, Lotus Notes systems and Office 365.
• Assists the Help Desk in troubleshooting user account issues as needed. Issues can range from password resets and locked accounts to user permission issues.
• Provides direct support for Physicians’ transferred to the Security team that need immediate assistance for Portal access issues. Physician issues can range from password resets to user permission issues.
• Provides troubleshooting regarding user access issues reported via Remedy system. Works closely with members of various 2nd level support groups for issues.
• Processes and follows-up on approved access requests, User Requests and systems requests. Account creation for various IT Systems and follow up with the customer is required.
• Supports audit testing from the IT Compliance Department to ensure FMCNA accounts are in compliance with SOX and HIPPA requirements. Generates specific reports per request from the Compliance Department and provides.

Brentwood, TN

• Exchange 2010, created and maintained user, room and shared mailboxes, set up new distribution list and update as requested
• Lync 2103, new user setup to include Lync Voice configuration
• Active Directory, routine changes to user accounts, created and maintained security groups and organizational units
• Maintained the Good for Enterprise and Blackberry Enterprise Server including new user setups, terminations, password request and reporting. Worked closely with Information Security to keep security policies up to date

Brentwood, TN

• Responsible for the organizational structure and call detail reports (adds/changes/deletes) on a Veramark eCAS system including annual upgrades of system software
• Maintained the Avaya CMS server V16.2, general administration including user setup, dictionary updates and maintenance work
• Moves, adds, changes on Avaya Aura Messaging, Intuity AUDIX and Avaya CM 3.1 and 6.0, including physical relocation of equipment and cross connects
• Configured Avaya 84xx, 64xx, 24xx digital phones and 4621 IP phones
• Configuration of remote call coverage, COS/COR including the setup of international dialing
• Administered associate setups/terms for audio, video and web conferencing accounts (GoToMeeting, Intercall)

• Responsible for work force management including create, analyze, administer scheduling and capacity planning for two call centers which consists of approximately 100 phone analysts
• Experience leading call center technology efforts to include evaluating, recommending, and project management for the implementation of such tools as CRM, CTI, ACD, IVR, VOIP, and streamlined knowledge management
• Document processes and identified workflow for individual centers and implement changes in processes working jointly with the Continuous Process Improvement Team
• Real-time assistance for analysts to help resolve human resource, business and technology issues
• Subject matter expert for Symposium Call Center Server administration, reporting and quality monitoring utilizing the Witness System
• Key member of the Emergency Response Team/Business Continuity Planning Team. Acted as an on call 24/7 resource in the event of a firm emergency

• Client administration for 75 COBRA/Flex clients
• Processed all enrollments/changes for all new or existing customers
• Verification that all participants are correctly set up in the claims system
• Responsible for monthly billing and collecting of insurance premiums
• Responsible for balancing month end accounts receivable statements