Customer Service Manager

Joel Markovits

** ***** **. ? San Francisco, CA *4114 ?

****.*********@*****.*** ? 773-***-****

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Summary

Analytical, enthusiastic and innovative Business Systems Analyst with

over 8 years of healthcare/information technology experience in

business analysis, test management and production support for

business processes and systems solutions in Prescription Benefit

Management, Provider Data/Health Insurance and Retail Pharmacy.

Comprehensive knowledge of Software Development Life Cycle (SDLC),

having thorough understanding of various phases such as Requirements,

Analysis/Design, Development and Testing.

Extensive experience in gathering, managing and documenting business

and functional requirements, communicating effectively with upper

management, business owners and developers.

Big 5 consulting experience working for Accenture

Pursuing Masters Degree and holds a Bachelors Degree in Mass

Communications

Technical Skills Inventory

Software: WSAD 5.1.2, HTML text editors, Platinum, QMF, SPUFI,

Expiditer(CICS), Serena ChangeMan DS & ChangeMan ZMF, Serena Dimensions,

Mercury Quality Center, FrontRange Solution's HEAT, Microsoft Office 2003,

SAP - Solution Manager

Languages: Java, JSP, XML, JavaScript, HTML, COBOL/CICS, JCL, SQL, IBM

utilities

Operating Systems: IBM OS/390 mainframe, Win2k, WinXP

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Professional Experience

Blue Cross Blue Shield Assoc., Jan. 2008 - Present

Business Systems Analyst/Senior Project Analyst

. Collaborate with cross functional teams during product elaboration

sessions to identify specific business requirements for enterprise

provider data repository/data warehouse and online provider directory.

. Create use case documents and process flow diagrams.

. Manage the user acceptance testing process for provider locater website

replacement project and for provider locator call center implementation.

. Delegate test script creation tasks to teammates. Coordinate testers'

schedules and test activities. Report UAT status and high priority

defects identified to management.

. Work with vendor to resolve defects and schedule updates to test

environment.

. Partner with business and technical teams to identify requirements for

Blue-networkwide online contact directory.

Accenture Oct. 2006 - Jan. 2008

Business Systems Analyst

. Requirement and Test Analyst, Remote Exception Handling. Walgreens

. Created requirement and use case documents from elaboration sessions.

Created test conditions and scripts based upon agreed requirements.

Prepared and maintained test data. Executed test scripts and reported

results and defects. Performed regression testing upon notification of

defect resolution. Offered suggestions for potential improvements

and/or enhancements of user interface.

. Business Requirements Analyst, FEP Consumer Directed Health Project.

BlueCross Blue Shield Association

. Created requirement and use case documents from elaboration sessions and

individual meetings with client SME teams. Presented information to

client and system teams.

.

. SAP Test Mgmt, North America SAP Financial Implementation, Case

NewHolland

. Ensure test documents prepared and uploaded to master repository.

Prepare test status reports and metrics to client and senior management.

Coordinate testing activities with client resources. Maintain work

plan. Follow up with process teams to ensure defect resolution.

. Testing and Implementation Support. BlueBank Implementation,

CareGain/FiServ

. Supported system integration testing and user acceptance testing

efforts. Created test conditions based off of agreed requirements.

Defined test scripts and tested scenarios for large scale federal health

care initiative. Provided testing status to project and client

leadership. Supported the test lead & senior manager as necessary.

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Caremark Inc., June 2001 - Oct. 2006

Business Systems Analyst/Analyst Application Developer

. Interacted and collaborated/partnered with business owner/SME to

determine data needs and to create system documents.

. Provided production support and business driven enhancements of

Caremark's web-based Customer Service Systems.

. Responded to production problems and work requests by researching issues

and correcting programs. Modified program code in order to meet

customer needs, satisfy business and governmental requirements.

. Wrote program documentation and unit test plans. Worked with ITQA to

ensure code changes met company standards. Migrated programs into test

environments. Identified and extracted production data into test and

training regions. Coordinated projects with other departments and

provided status updates.

. Drove the full lifecycle development for application enhancements and

patches to participant demographic, prescription history, refill

eligibility and financial information related front end and backend

programs of Caremark's internal customer service web application.

Engaged with business owner to determine specific technical

requirements. Partnered with DBA and change control teams to ensure

company protocols adhered to when scheduling for release.

. Coordinated Disaster Recovery exercise for the Customer Service systems

team annually from 2002 - 2005.

. Identified and extracted Medicare D participant data into our test and

training regions for customer service training, in preparation for the

start of this program.

. Lead developer/DBA for internal data driven customer

relations/resolution management system.

. Provided on-call 24/7 pager support when required.

Education

Masters of Science, Human-Computer Interaction (In Progress)

DePaul University Institute for Professional Development, Chicago, IL

Computer Career Program Certificate - May 2001

DePaul University Institute for Professional Development, Chicago, IL

Bachelor of Arts, Mass Communications - May 1997

Winona State University, Winona, MN

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