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Work Background
AI Data Services Manager
ServiceNowAI Data Services Manager
May. 2024via Accenture · Remote
Customer Success Manager
enGenCustomer Success Manager
Oct. 2021 - Aug. 2023This pertains to all my roles at enGen • Liaison between large clients and IT, ensured success of new implementations and resolution of issues/defects • Mentored/trained on complex functionality, implementation, and work around procedures (groups and one on one, traveled to client sites) • Client point of contact and escalation contact for questions, investigation, issue communication within the billing system • Enhanced system efficiency by analysis and revision of existing processes. Responsible for creation of documents and mapping of these processes and procedures • Conducted in-depth assessments of existing systems and recommend technical performance enhancements • Managed, assigned, and aided of production support issues, monitor and coordinate resolution • Researched, analyzed, and corrected billing inconsistencies due to migration, Medicare, and Healthcare reform regulations • Created workarounds until implementation of current system enhancements or defects corrections occur • Extensive up and downstream knowledge of Healthcare Reform and Medicare billing • Managed a team of 8 onshore resources, guided a team of 23 offshore resources • Timesheet approval, goal creation, employee development (team manager position)
Platform Resolution Consultant
enGenPlatform Resolution Consultant
Dec. 2019 - Oct. 2021Pittsburgh, Pennsylvania
IT Team Manager
enGenIT Team Manager
Sep. 2017 - Dec. 2019
Lead Business Technical Analyst
enGenLead Business Technical Analyst
May. 2016 - Sep. 2017
Senior Business Technical Analyst
enGenSenior Business Technical Analyst
Oct. 2014 - May. 2016Pittsburgh, Pennsylvania · On-site
Sr Business Analyst
MindteckSr Business Analyst
Sep. 2013 - Oct. 2014pittsburgh, pennsylvaniaAnalyze data and processes to develop viable, business-driven and cost-effective solutions. * Gather information. * Test and probe assumptions. * Analyze data. * Interpret systems requirements, using current and emerging technologies to develop and validate effective solutions. * Collaborate with system architects, business sponsors and others, using appropriate analytical testing and/or project management tools. * Use appropriate analytic techniques to promote continuous improvement. *Use appropriate project management techniques and methods to produce project deliverables * Define and manage project scope and objectives. * Develop, maintain and monitor project plan and deliverables, to include: -Requirements documents, design documents, issues identification and management, identification of system defects, test plans; -Use of metrics to measure project success * Develop desktop procedures and training * Define and manage project scope and objectives to include identification and recommendation of creative and cost-effective solutions * Conduct and/or oversee pre- and post-implementation review and sign-off * Present project deliverables to appropriate audiences * Coordinate release procedures and processes * Identifiy and implement contingency plans and performs risk management assessments. *Develop business solutions to satisfy project goals and objectives. *Conduct problem solving resolution and decision making sessions for issues and projects *Communicate effectively with customers and colleagues * Successfully articulate issues, problems and solutions * Successfully plan, design and conduct functional walk-throughs
Gas Billing Analyst
Direct EnergyGas Billing Analyst
Sep. 2012 - Sep. 2013
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