Customer Service Project

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DIANE D.PIELMEIER

ACCOMPLISHMENTS

I represented CareFirst Inc. with a medical claims conversion project as the Subject

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Matter Expert on an eiStream Document Technology system.

Within a team helped relieve the CareFirst Data Entry 100 day backlog within 6 weeks by

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redesigning the paper business process to an electronic process.

Responsible for establishing and enhancing the function of newly created technical

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operations areas.

EMPLOYMENT

2/2011 – 8/2009 AL TEK INC. Fredrick, MD

Jr. Client/Server Application Developer

Project Name: Data Entry Automation Phase 3, CareFirst Inc.

I supervised the extraction process to complete more than one week early.

Analyzed and corrected all problems reported including connectivity,

hardware, soft errors and security issues. Data errors where investigated

using SQL 7.0 to analyze and compare with actual data to determine and/or

resolve. Computer environment included Client/Server system, IBM 400s

Mainframe, Kodak and HP Optical Jukeboxes.

7/2009 – 12/2008 Aldi’s Inc. Edgewood, MD

Cashier

Customer Service – I interacted with customers in selling products and

performed purchasing transactions. Other duties include tasks of store front

cosmetics, stocking shelves and store closing tasks.

12/2008 – 10/2008 Golden Corral Aberdeen, MD

HOSTESS

Customer Service I interacted with customers to select appropriate seating

for them. Other duties include tasks of store front cosmetics, helping with

freshness and proper temp of food bar.

2/2005 9/1999 CareFirst BCBS Inc. Owings Mills, MD

Document Technology Specialist

Administered support of a multi platform Eastman

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Imaging/RRI OCR Client/Server based system. Performed systems

analysis and tuning, including scanning and workflow routing and

client trouble calls for all mainline medical claims. Later, helped the

business process redesign for Document Management to other

internal departments. This included conferring with clients to

develop and implement. I designed the automation of an Offline

retrieval process using VBA and MSAccess. I created project status

reports. Scheduled and booked technical training for our team. I

also possess Project Management Skills.

9/1999 7/1989 CareFirst BCBS Inc. Owings Mills, MD Senior

Systems Operator

Responsible for performance monitoring, reported system statistics. I created

SQL queries to perform database maintenance. Lead the 24/7 operations staff

by establishing, documenting and training them on the Standard Operating

Procedures (SOP’s). Created and maintained the weekend on call schedule. I

helped to assure 24/7 system availability and connectivity to 99.9%. First line

support on a Client/Server based computer system. Mainframe experience

includes, Database maintenance for the Imaging Catalog0.ini, Reading the

database while troubleshooting Imaging errors, enhancing the function of a

new remote print shop. I established the pick up and delivery system for

mainframe output. Also created a system of key codes and assigned lockers

to clients. Created a monthly schedule used for maintaining supplies and

hardware maintenance. Set the parameters in JES2 prior to running the

payroll jobs thru completion. Detect and report errors from mainframes and

MSWindows NT and OS/2. Secondary Back up on other computer systems for

ensuring all jobs were running successfully and on time. I executed mainframe

peripheral operations for an IBM 3090, 400S. Includes AS/400 for Payroll,

VAX Dec/Net servicing PAR; running jobs and contacting DR.’s offices to

identify claims problems, IBM 3090 Mainframe print, distribution and Jobtrac.

EDUCATION AND ACKNOWLEDGEMENTS

Aldi’s Customer Service Retail Grocery 2008

Golden Corral Food Safety 2008

HTML Layout and Design System Source, Columbia MD 2004

HTML Creating Web pages System Source, Columbia MD 2003

Visual Basic Univ. of Phoenix, Timonium MD 2003

Microsoft SQL Server CF in house training 2002

Eastman Server Eastman training department 2001

DBase4 Programming Harford Comm, College, MD 1994

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Advanced JCL In house BCBSMD 1991

Basic JCL In house BCBSMD 1990

Introduction to SPF In house BCBSMD 1989

R plus – recognition plus awarded BCBSMD 1991

CDI 90% Club Grade point average Aug – 1989

HIPAA Privacy2010 Completed

HIPAA Security 2010 Completed

9/1994 Harford Community College Churchville, MD

Continued education Credit courses completed

9/88 11/89 Control Data Institute Reisterstown, MD

Certificate/Computer Programming and Operations

Treasurer Christian Motorcycle RCMC Current

Secretary Christian Motorcycle Crusaders 2009 2010

Counselor training 2 yr – Grace Fellowship Church 1997 – 1999

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