Heather Clifford - Sr. Consultant, TELUS Health

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Work Background

TELUS Health | TELUS SantéSr. Consultant

Sep. 2019Canton, Massachusetts, United States• Provide quality customer service and timely issue resolution to internal client services teams. • Balance changing priorities for multiple clients as needs arise and escalations come about. • Manage the development of, enhancement of, and troubleshooting of open enrollment and ongoing outbound files. This would include analyzing requirements, development of new jobs, updating of existing jobs, unit testing, and setup of jobs on production environment automated scheduling tools as well as peer reviewing similar work by colleagues. Types of files supported include client communications, carrier files (834, etc.), and payroll files. Tools regularly used include ETL tool Actian DataConnect for file development, and Oracle SQL Developer for SQL coding and querying Oracle databases. • Research, identify root causes, and troubleshoot issues related to data, queries, and files, and resolve in a timely manner. • Share knowledge, experience, guidance, and best practices with peers both onshore and offshore. • Participate in process improvement initiatives. • Participate in conference calls to discuss status of client files, outstanding issues, and requirements for new data files. • Update project plans on a regular basis with current status of items being worked on and outstanding issues. • Act as a subject matter expert to all levels of the business on all outbound file related matters. • I have played a key role on several cross-functional special project teams. These teams accomplished tasks such as converting existing jobs to new platforms, moving all data and applications to a new datacenter, and carrier file rebranding. As the outbound lead on these projects, I managed all aspects of what our team was responsible for. This included writing documentation and providing training to the team, tracking progress throughout the project lifecycle, acting as a resource as issues and questions came up, and regularly reporting progress to leadership.

MercerSr. Implementation Services Analyst

Aug. 2007 - Sep. 2019Norwood, MA

UnicareSales Technology & Training Consultant

Jan. 2005 - May. 2007Andover, Massachusetts, United States• System Administrator for iAvenue CRM system. Responsible for all aspects of system including setting up new users, installing software, training users, providing on-going support to over 250 users across the country, helping users with ad-hoc report requests as needed, coding system enhancements, coordinating new software releases, creating training documentation and instructions, managing database backup and maintenance, etc. • Develop processes for the export and import of data to the CRM system on both a scheduled and an ad-hoc basis using the tools provided by the software as well as Microsoft Access, Microsoft Excel and SQL stored procedures. • Create automated processes for producing monthly sales reports and ad-hoc reports in Microsoft Excel (including Excel pivot tables) by extracting data from CRM system and manipulating in Microsoft Access and Microsoft Excel. • Project manager and project lead on roll-out of CRM technology on wireless devices. This included setup and configuration of a web server, CRM software configuration, identifying data elements to show on wireless device and the development of a framework that would provide the appropriate data access to the appropriate users. • Provide technical expertise to department staff as needed. • Maintain and enhance department’s section of corporate intranet site using Dreamweaver and TeamSite by Interwoven.

SOURCECORPAssistant Director of Imaging Systems Support

Mar. 2003 - May. 2004Norwood, Massachusetts, United States• Provided on-site installation and training of Digitech Systems’ PaperFlow, PaperVision and ImageSilo products including SQL Server and web server configuration as needed. • Provided technical support via telephone to users of PaperFlow, PaperVision and ImageSilo. • Developed in-house applications using Microsoft Access and Microsoft SQL Server to track various things such as employee vacation time, customer CDs that have been moved to off site storage, production activity including job status and employee productivity. • Maintained corporate website. • Provided backup to network administrator for various tasks such as in-house PC issues, network issues, FTP of customer data, problems with data files received from customers, etc.

SwitchboardPrincipal Software Engineer

Dec. 2000 - Jul. 2002Westborough, Massachusetts, United StatesPart of a small team working in a fast paced environment which successfully completed the design and development of a product directory database which was brought live on the internet on schedule. This included requirements gathering, database design, coding and testing. Coding included Visual Basic 6.0 and SQL 2000 Stored Procedures. • Developed Visual Basic COM objects using ADO and SQL Stored Procedures that processed data feeds from retailers, validated the data and added it to the existing database. Worked with retailers on procedures for transferring updates in the appropriate format. • Created automated processes which improved the quality of the data in the database on an ongoing basis. • Worked with sales staff to determine their reporting needs. Used their specifications to design and develop a reporting application using Microsoft Access 2000 and SQL Stored Procedures which was used for both ad hoc and standard scheduled reports. • Established a process using batch files and SQL scripts that cutover database updates to the online SQL Server databases which resided on Network Appliance servers. • Developed an intranet site using HTML, XML, and VBScript which was used for viewing reports and administrative information. • Created a framework for working with co-brands and creating custom web pages using HTML and VBScript. Created new web pages for co-brands as needed.

Invesco Private CapitalConsultant

Mar. 1999 - Dec. 2000Boston, Massachusetts, United States• Worked with existing INVESCO staff to create a new data repository used for enterprise reporting of clients’ financial portfolio information. Created several Microsoft SQL Server 7.0 databases and wrote stored procedures to populate the databases with data extracted from the company’s portfolio accounting system along with data from other 3rd party sources. Stored procedures were written to import and validate the data coming in, apply rules and logic to transform the data and provide data in the repository to reports available on an intranet site. • Developed a framework for INVESCO staff to use in maintaining the data repository once in production. Established procedures for naming conventions and coding conventions and created a single development environment that would work for developers locate in two different offices.

Franklin Portfolio AssociatesConsultant

Mar. 1999 - Dec. 2000Boston, MA• Developed a new application for reporting portfolio and benchmark performance to replace an old system written in Paradox that was not Y2K compliant. The new application was written in Microsoft Access 97 and used ADO to call stored procedures which provided data from a Microsoft SQL Server 7.0 database. • Designed stored procedures for importing and validating data from several 3rd party vendors into a Microsoft SQL Server 7.0 database.

UniCareConsultant

Mar. 1997 - Mar. 1999Charlestown, MA• Designed and developed a reporting and charting application in Microsoft Access 97 using ODBC to access data which resided in a Topspeed database. • Maintained a Visual Basic application which was used to download and compress files on a bulletin board system. • Maintained a Clarion application and Topspeed database which provided clients with their own group health plan performance and claim information. • Provided clients across the country with technical support and training.

John Hancock Life Insurance Company (U.S.A.)Lead Systems Analyst

Sep. 1989 - Mar. 1997Boston, MA• Designed and developed a benefits reporting application using Microsoft Access 2.0 which reported on data in a Microsoft SQL Server 4.21a database. • Designed and developed a client-server policy coverage application in Visual Basic 3.0 which used ODBC to connect to a Microsoft SQL Server 4.21a database. • Created stored procedures to retrieve data from a Microsoft SQL Server 4.21a database. • Design and developed several LAN based, multi-user applications using Microsoft Access 2.0. • Maintained a sales and contact management database using SPS from Saratoga Systems. Developed screens, set up new users, distributed new releases, configured laptops and provided phone support for approximately 200 LAN and laptop users throughout the country. • Maintained a Paradox claim reporting application used to create custom reports for a group of clients. • Developed and maintained a system of IBM mainframe programs in PL/1, IMS and JCL.