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Work Background
AT&TBusiness Analyst
Feb. 2017 - Jul. 2025Greater Atlanta Area• Responsible for analyzing business requirement and processes.
• Acted as a liaison with all the PMs, developers, and project teams that are involved in setup activities
• Involved in creating Use Cases, process flows and functional documents as per client needs.
• Managed environment build-out for various releases in a fast-paced, dynamic environment.
• Managed technical/operational deliverables with our client; IE code drops, privilege requests, environment handoffs, documentation updates, outage requests and any other environment management duties that arise
UnitedHealth GroupNet New Implementation Business Analyst - Contract
Aug. 2015 - Sep. 2016Georgia• Developed and maintained a New Implementation process that applied the standard agile methodology
• Provided task updates and escalated matters during daily scrum meetings
• Created training documentation for on-boarding new Implementation Business Analysts
• Coordinated meetings with Account Executives and Clients to gather the client’s business requirements
• Prepared a client Business Requirements Document for the Production Assurance team to review and approve before releasing the project to development
• Documented all internal and external interaction into the company ticketing system
• Followed up with the Client and Account Executives post implementation to ensure that there were no outstanding challenges requiring resolution
• Conducted internal handoff meetings with multiple department leads to ensure awareness across the organization
• Provided high-level SOP overviews to Management, Developers, Engineers and Business Analysts on updated Business Practices
NextGen HealthcareNew Implementations Specialist - Claims
Sep. 2010 - Aug. 2015Atlanta, GA• Annually implemented and trained 27 clients on NextGen’s Enterprise Practice Management functionality
• Composed and updated user-friendly documentation to reflect new software upgrades and usability
• Coordinated with Project Managers and Project Leads to provide implementation status updates
• Researched and advised solutions to claim related issues in a timely manner
• Developed SQL queries and scripts to assist with practice implementation and accommodate payer requirements
• Provided feedback to development support on upcoming industry changes and new payer requirements
McKessonTechnical Support Service Desk
Aug. 2007 - Sep. 2010GeorgiaHandle daily inbound calls to assist internal users nationwide with routine system administrative duties such as password reset and unlocking user accounts. Resolved Outlook 2003 issues using Remote Desktop and NetMeeting.
Route tickets via Remedy and CSS to escalate activity on technical issues
Enable and disable NT access per user request utilizing Active Directory. Requested, activated, and synchronized user's VPN tokens following corporate security standards
Troubleshooting the functions of medical billing software and assist users with application issues.
Developing technical documentation to be forwarded to the Product Support Knowledge Base
Processing payments and client requests through Oracle DB
McKesson Provider TechnologiesNetwork Systems Analyst
Aug. 2007 - Feb. 2008• Handle daily inbound calls to assist internal users nationwide with routine system administrative duties such as password reset and unlocking user accounts. Resolved Outlook 2003 issues using Remote Desktop and NetMeeting.
• Route tickets via Remedy to escalate activity on technical issues
• Grant and disable NT access per user request utilizing Active Directory. • Request, activate, and synchronize user’s VPN tokens following corporate security standards and assign emergency VPN access information to users with defective tokens.
National Democratic Institute (NDI)Help Desk and Support Technician Summer
May. 2007 - Aug. 2007Provided technical support to a 200+ internal user base which included profile creation, routine system administrative duties (password reset, unlock user accounts, etc.), and resolution of employee inquiries involving Outlook, Internet Explorer, LAN printers, and Microsoft Office applications.
Updated Windows NT, XP, and 2000 operating systems and virus definitions (McAfee and Symantec) on existing machines.
Mapped network drives and shared information with servers and performed back-up server responsibilities.
Created and updated PC images for various computer models using Symantec Ghost
Employed Remedy to report resolutions and document problems encountered by users Provided audio/visual logistical support for video teleconferences and external meetings Acted as a technical resource and supervised fellow interns on organizational policies and technical procedures
CGSIBM Technical Support Representative
Feb. 2007 - Aug. 2007Atlanta, GA Assisted internal employees and external employees with hardware and software issues. Provided prompt solutions to the end user to resolve technical issues and followed proper escalation procedures when necessary.
Completed comprehensive training on IBM and Lenovo hardware and software applications
Applied knowledge of company policies and standard practices to resolve problems
Followed up with prior customers in reference to status inquiries Contracted onsite at IBM - Technical Support Call Center Operating Systems: Windows 95, Windows 98, Windows NT, Windows 2000 Professional, Windows 2003 Professional, Windows XP Professional - 1 year; Assisted internal employees and external employees with hardware and software issues. Provided prompt solutions to the end user to resolve technical issues and followed proper escalation procedures when necessary.
Completed comprehensive training on IBM and Lenovo hardware and software applications
Applied knowledge of company policies and standard practices to resolve problems
Followed up with prior customers in reference to status inquiries
National Democratic InstituteIT Intern
May. 2006 - Aug. 2006 Provided technical support to a 200+ internal user base which included profile creation, routine system administrative duties (password reset, unlock user accounts, etc.), and resolution of employee inquiries involving Outlook, Internet Explorer, LAN printers, and Microsoft Office applications.
Updated Windows NT, XP, and 2000 operating systems and virus definitions (McAfee and Symantec) on existing machines.
Mapped network drives and shared information with servers and performed back-up server responsibilities.
Created and updated PC images for various computer models using Symantec Ghost
Employed Remedy to report resolutions and document problems encountered by users Provided audio/visual logistical support for video teleconferences and external meetings Acted as a technical resource and supervised fellow interns on organizational policies and technical procedures
Atlanta Spirit, LLCConcierge
Sep. 2005 - May. 2007 Serve as a liaison between management and executive customers. Provide information and respond to customer inquiries.
As a Model Performance Trainer, responsible for supervising and training new hires.
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