Emanuel Holland

*** *** ***** *****

Fuquay Varina, NC 27526

919-***-****

acs824@r.postjobfree.com

Objective: To obtain an Information Security Analyst position that will allow me to support the maintenance of system access that will be in compliance with regulations and Corporate Information Security.

Education

Bachelor of Science, Health Promotion Graduation December 2015

Appalachian State University, Boone NC

Minor: Sociology

Related Experience

Business Systems Analyst Associate January 2012-current

Project Management for low and high visibility projects that impact multiple business areas for business applications.

Production Support for various business applications that impact multiple business areas.

Coordinate, develop and execute test plans with the business areas and IS for system upgrades and maintenance.

Engage with various vendors for business solutions

Business Systems Analyst 1 October 2007-December 2011

Serve as subject matter expert with system access, security profiles, and role based access requirements for business applications that impact the daily workflow for production and test environments.

Serve as Plan Administrator for various business applications for security profiles

Ensure that operational systems function efficiently and accurately and contribute to the achievement of business objectives.

Operations Specialist February 2006-October 2006

Assigned, maintained, and provided data analysis for problem logs related to production support

Maintained departmental web page and design

Workforce Management engineering using Aspect Software and Avaya Software for numerous business areas

Served as Business Unit Coordinator for access requests and security maintenance.

Team Lead, Customer Service October 2002-February 2006

Assured team’s ability to meet contractual obligations and internal standards by directing, developing and coaching Customer Service team for disease management customers.

Manage quality goals through member, provider, and management audits in order to ensure level of quality and customer satisfaction goals are met.

Assisted direct reports with personnel issues and concerns (knowledgeable of HR policies and procedures).

Conducted interviews for call center candidates and employee screening.

Facilitated frequent departmental meetings and other area meetings when necessary.

Managed inventory of telephone and written inquiries.

Monitored telephone and written inquiries for quality and process improvement for disease management customers

Managed staff and maintained call center goals and metrics.

Customer Service Representative April 1999-October 2002

Answered incoming calls for health insurance customers concerning benefits and claim payments

Acted as a point of contact or resource for escalated phone calls

Assisted customers and providers with inpatient and mental health authorizations

Assisted with departmental training sessions for customer service and claims processing