Creates and maintains databases to track business performance.Analyzes data and summarizes performance using summary statistical procedures.Develops and analyzes business performance reports (e.g. for claims data, provider data, utilization data) and provides notations of performance deviations and anomalies.Creates and publishes periodic reports, as well as any necessary ad hoc reports.May require taking business issue and devising best way to develop appropriate diagnostic and/or tracking data that will translate business requirements into usable decision support tools. May make recommendations based upon data analysis.Provides analytic consultation to other business areas, leadership or external customers.Data analysis and reporting encompasses a much higher level of complexityDepartment Specific ResponsibilitiesUnderstanding various processes and data streams which amasses information from a number of data sources into centralized databases. Ability to support changes to these processes as driven by business needs which entails working with IT support team to define business requirements, conduct user acceptance testing and production verification of these changes. In some cases, modification of internal processes requires technical expertise in DDL (data definition language) as well as experience in ETL processes. Loading data, running processes, validating data sets, and producing reports in HEDIS reporting software.

Responsible for supporting six hundred franchise offices along with customers in a consumer marketplace for real estate listings advertised and marketed; increasing franchises and maintaining a customer base. •Responded to incoming calls from consumers interested in United Country property listings and publications.•Extracted buyer lists for each franchise office with recommendations provided which allows for potential revenue and growth for the organization. •Developed a plan to reduce the back log of leads and coached the Customer Care team to identify duplicates and perform edits to the existing records.•Investigated and researched application issues for the franchise offices by analyzing, capturing, and determining the best solution.

Provided Problem/Change Management support for internal/external customers using a web application; Ensured problems resolved quickly and changes executed correctly.Analyzed and investigated 200+ problems, working closely with technical teams to resolve issue quickly while maintaining customer satisfaction.Processed and recorded 900+ change requests ensuring each request is reviewed thoroughly before executing in production to maintain system integrity.Created the R5 Decomposition Transaction Deliverables by developing Visio Use Case and Sequence diagrams, along with a WordPro document providing step-by-step transaction procedures.Monitored probe data to determine any discrepancies and report the conflicts to the Response Time Lab and the Performance and Availability team to insure the integrity of the data is maintained.Facilitated training of 5 colleagues using Net Meeting on problem resolution.Received 15 Thank you awards from colleagues for exceeding expectations.Earned Team Bravo award – management recognition for diligent efforts resulting in system stability after a major application release in 2003

Provided Problem/Change Management support for internal/external customers globally that ensured problems were resolved quickly and changes executed correctly.Analyzed and investigated 200+ problems per month and communicated between customer and technical teams to resolve issues quickly and guaranteed customer satisfaction.Tracked and recorded 900+ change requests per month and ensured each request was evaluated thoroughly prior to production to maintain system integrity.Created the R5 Decomposition Transaction Deliverables by developing Visio Use Case and Sequence diagrams, along with a WordPro document providing step-by-step transaction procedures.Monitored probe/research data that determined any discrepancies and reported the conflicts to the Response Time Lab and the Performance and Availability team. This ensured the integrity of the data was maintained.Trained 5 colleagues to successfully utilize IBM Net Meeting tool for problem resolution discussions.Earned Team Bravo award - management recognition for diligent efforts resulting in system stability after a major application release in 2003 and received 15 Thank you awards from colleagues for exceeding expectations (maximum 3 per year).

AT&T, Kansas City, MO 1985 – 1999Application Support Analyst, AT&T/IBM Information Technology Systems 1997 – 1999Provided Tier II and Tier III technical support to 10,000+ user community and external vendors on key AT&T system applications; ensuring systems functioning properly for order resolution and system integrity.Supported technical competency applications for calling card, network, low market billing and middle market billing.Processed improvements, timelines, workarounds, and measurements for daily production; utilizing strong negotiation skills.Generated tickets to support US system functionality and software resolutions for improved production problem resolution for individual users.Analyzed, investigated, tracked, resolved, and tested system functionality related to 25 applications supported.Staff Manager, Telemarketing 1994 – 1997Validated and resolved 1000+/month customer complaint escalations for company incentives not received; protecting company revenue and safeguarding corporate assets.Served as direct point of contact for 5 nationwide AT&T Customer Contact Centers for any customer complaint regarding win back incentives.Negotiated replacement incentives to implement financial controls within complaint process, resulting in a 35% reduction in fulfillment costs.Monitored Consumer contacts, providing a Call Quality Observation Report (weekly & monthly) to ensure CSA associates were conforming to Methods and Procedures 100+.Initiated start up and operation of 50 member team, evaluating processes and changes to methods and procedures; minimizing complaints by 31%.

Staff Manager, Telemarketing 1994 – 1997Validated and resolved 1000+/month customer complaint escalations for company incentives not received; protecting company revenue and safeguarding corporate assets.Served as direct point of contact for 5 nationwide AT&T Customer Contact Centers for any customer complaint regarding win back incentives.Investigated and analyzed customer concerns at an escalated tier to provide determine resolution.Negotiated replacement incentives to implement financial controls within complaint process, resulting in a 35% reduction in fulfillment costs.Monitored Consumer contacts, providing a Call Quality Observation Report (weekly & monthly) to ensure CSA associates were conforming to Methods and Procedures 100+.Initiated start up and operation of 50 member team, evaluating processes and changes to methods and procedures; minimizing complaints by 31%.ID Administrator, Marketing 1992 – 1994Provided Tier II and Tier III support to 900+ user community on key AT&T system applications, hardware, software, telecommunications, and Data Communications.Administered 4000 User Ids, which encompassed 13 different systems, providing users with application accessibility.Investigated ID issues as it related to user functionality to various mainframe applications.Supported AT&T’s assets; determining resolutions to troubles reported regarding System Applications, Hardware, Software, Telecommunications and Data communications.

Systems Analyst, Marketing 1991 – 1992Identified system and operational needs for new AT&T application to support 30 million-customer calling card base and presented recommendations.Performed system analysis, determining testing requirements of various functions within the new application.Coordinated user acceptance testing of initial and subsequent software releases resulting in the elimination of error producing software prior to installation.Instructed end user community on how to perform order entry in the new AT&T application, eliminating end user confusion, positively impacting AT&T, and thus saving dollars.Received Commendation from Production Manager for executing trial Custom Card orders before provisioning to the consumer to determine the functionality of CPP (Card Provisioning Process) was performing to specifications written.Received Award as subject matter expert for providing CPP (Card Provisioning Process) Administration as knowledgeable source when functionality and operational issues surfaced.

Provided Tier II and Tier III technical support to 10,000+ user community and external vendors on key AT&T system applications; ensured systems functioning properly for order resolution and system integrity.Supported technical competency applications for calling card, network, low market billing and middle market billing and resolved technical problems for internal Customer Service representatives. Developed and implemented process improvements including timelines, workarounds, and measurements for daily production utilizing effective customer kindness and negotiation skills.Generated tickets to support US system functionality and software resolutions that improved production problem resolution for individual users.Analyzed, investigated, tracked, resolved, and tested system functionality when new features were added to the 25 applications supported that enabled each user accessibility without interruption .

Validated and resolved 1000+/month customer complaint escalations for company incentives not received; protecting company revenue and safeguarding corporate assets.Served as direct point of contact for 5 nationwide AT&T Customer Contact Centers for any customer complaint regarding win back incentives.Negotiated replacement incentives to implement financial controls within complaint process, resulting in a 35% reduction in fulfillment costs.Monitored Consumer contacts, providing a Call Quality Observation Report (weekly & monthly) to ensure CSA associates were conforming to Methods and Procedures 100+.Initiated start up and operation of 50 member team, evaluating processes and changes to methods and procedures; minimizing complaints by 31%.

Provided Tier II and Tier III support to 900+ user community on key AT&T system applications, hardware, software, telecommunications, and Data Communications.Administered 4000 User Ids, which encompassed 13 different systems, providing users with application accessibility.Investigated and resolved ID issues for users accessing various mainframe applications resulting in successful accessibility.Supported AT&T's assets; determining resolutions to troubles reported regarding System Applications, Hardware, Software, Telecommunications and Data communications.

Identified system and operational needs for new AT&T application to support 30 million-customer calling card base and presented recommendations.Performed system analysis, determining testing requirements of various functions within the new application.Coordinated user acceptance testing of initial and subsequent software releases resulting in the elimination of error producing software prior to installation.Instructed end user community on how to perform order entry in the new AT&T application, eliminating end user confusion, positively impacting AT&T, and thus saving dollars.Received Commendation from Production Manager for executing trial Custom Card orders before provisioning to the consumer to determine the functionality of CPP (Card Provisioning Process) was performing to specifications written.Received Award as subject matter expert for providing CPP (Card Provisioning Process) Administration as knowledgeable source when functionality and operational issues surfaced.