Engineer Software

Karen Hawkins

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

Aurora, IL 60503

Home: 630-***-**** *******@****.***

SUMMARY

Seasoned Information Systems engineer with extensive background in

designing and implementing complex technical systems. Strong command of

iterative project development lifecycle. A respected leader who works

effectively with cross-functional and cross-company teams. Skilled at

learning new systems and processes, balancing multiple projects and

priorities, and identifying potential problems and formulating solutions.

Broad-based experience includes:

Healthcare claims processing Medicare Subsidy (RDS)

Eligibility processing Integrated Healthcare programs (ACCUMS)

Project Management

Quality Assurance

System Integration Vendor Management

Technical Support Application Support

Application Development Database development

IT Infrastructure (SAS 70, ITSM)

Technical Profile

Programming Languages PL/SQL, SQL 2005, SSIS packages, T-SQL, Java, JSP,

Shell, AWK, Perl, TCL

Design Tools Microsoft SQL Server 2005, Visual Studio 2005, VSS,

SQL Navigator, Reporting Services 2005

Web Technologies Java Applets, cgi-bin, HTML, Javascript. ASP.net

Databases SQL Server 2005, Oracle 9, JDBC, ODBC

Operating Systems Windows XP, UNIX, Solaris, HP-UX, Linux

Architecture/Processes Claims processing and reprices, Medicare Subsidy, ETL,

Eligibility, ITSM, ITIL, SAS70, HP OpenView

Professional EXPERIENCE

Prescription Solutions, Lisle, IL 2007 - Present

Sr. IT Production Technical Support 2007 - 2010

Support multiple applications for a PBM (Pharmacy Benefit Management)

company owned by United Healthcare. Primary technical lead for all claim

processing, Medicare subsidy, eligibility requirements and benefits

structures. Responsible for ETL processes on a daily basis to ensure all

applications are providing the proper data to and from the pharmacy

adjudicator.

. As the Sr. Team Lead, I am responsible for all data flows in and out of

the database. I proactively monitor claims and eligibility processing to

ensure that member's claims has adjudicated correctly.

. Responsible for writing SQL procedures and SSIS packages for new

applications ensuring that the data is tracked and recorded in the ETL

process and database.

. Work with Medicare teams to ensure the all retirement plans were

compliant with RDS subsidy payments for the CMS government. This

included creating a database subsidy tool which automated the process

from submission to CMS.

. Daily maintenance of SQL 2005 databases in the production environment to

ensure all applications have loaded successfully and are operating

successfully for claims processing.

. Ensure all accumulator expenses are properly managed into the right

buckets for deductibles, max out of pocket, and lifetime max on all

integrated (medical and pharmacy) claims processed.

. Responsible for Report Services 2005 tool which reports on all claims

processes as required by the Account Managers and client service's teams.

. Work with claims vendor on a daily basis ensuring that the claims

processed meet all requirements set by eligibility and benefits set by

clients.

Lucent Technologies, Lisle/Naperville, IL 1987 - 2007

Information Technology Professional 2004 - 2007

Managed critical enterprise environments and developed automated monitoring

tools and web applications for network elements via the HP Openview

management tools and Nagios.

. As team lead, proactively monitored business application production

servers such as Remedy and SAP using HP OpenView to ensure minimal

customer impact.

. Installed and administered leading business application Horizon which

proactively monitors the SAP application providing SAP performance,

diagnosistic alerts, and business objects processes for enhanced SLA

reporting.

. Installed HP Openview OVOU/W agents and monitoring software (SPI's) on

network elements to support the Sarbanes-Oxley audit compliance

initiative.

. Gathered requirements data to implement and deploy customer-dictated web

applications supporting the service level agreement (SLA) views, business

object and system analysis, solution design, and crystal reports.

. Interacted with both internal and external customers to continuously

implement custom SQL queries for web applications which displayed ITIL

process team performance analysis and business application metrics.

Karen Hawkins Page Two

Lucent Technologies (continued)

Software Engineer 1998 - 2004

Handled all aspects of software development lifecycle (analysis, design,

construction, implementation, integration, and testing). Lead engineer

for developing automated process tools and web applications used for

network diagnostics.

. Principal designer of client/server web applications for real-time

embedded systems and PC based systems using JAVA, JSP, database

management software and software development tools gathering customer

driven requirements.

. Worked as an oracle PL/SQL developer for a custom application which

provided the company the resources to analyze the customer data to ensure

software licenses were in compliance.

. Provided load integration and development environment support. Performed

initial load bring-up, regression testing, problem analysis and

resolution to allow load distribution.

. Designed and developed automated tests for software upgrades which

contributed to decreasing deployment interval between load freezes and

reducing distribution from ten days to one day. As a result, team

received both company-wide and business unit awards.

. Evaluated and selected software development methodologies and software

development tools.

Product Development 1992 - 1998

Managed implementation of the product life cycle, as company moved from

outdated NCR Tandem Starserver platform to a smaller, more portable PC-

based server.

. Key contributor to defining overall product vision and developing

implementation strategy. Designed, developed, and supported new product

integration.

. Provided extensive support to manufacturing, installation, and customer

support by writing Factory System Test and Installation procedures and

training at sites around the country.

. Managed product system requirements with numerous vendors integrating

hardware during pro-type phase of the new product.

. Wrote comprehensive Factory System Test and Installation procedures to

support manufacturing, installation and customer support functions.

Defined system test benches. Trained personnel at sites around the

country.

Technical Support 1987 - 1992

Extensive customer/field support engineer experience diagnosing and fixing

a large variety of hardware and software issues, bugs, and problems on

various different network elements.

. Researched and resolved problems associated with upgrading software.

. Responded to issues arising from software code in the field and in

testing. Resolved trouble reports and provided help desk support.

Education/PROFESSIONAL DEVELOPMENT

BS, Physics, West Virginia University Morgantown, WV

Numerous corporate-sponsored training classes in HP

OpenView OVOU, JAVA, PHP, and SQL 2005.

Coursework at IIT toward master's

degree in Electrical Engineering

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