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Work Background
ServiceNowAI Data Services Manager
May. 2024via Accenture · Remote
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)
enGenPlatform Resolution Consultant
Dec. 2019 - Oct. 2021Pittsburgh, Pennsylvania
enGenIT Team Manager
Sep. 2017 - Dec. 2019
enGenLead Business Technical Analyst
May. 2016 - Sep. 2017
enGenSenior Business Technical Analyst
Oct. 2014 - May. 2016Pittsburgh, Pennsylvania · On-site
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
Direct EnergyGas Billing Analyst
Sep. 2012 - Sep. 2013
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