Customer Service Project

Richard

Thomas

Cell: 720-***-****

Email:

*********@*******.***

URL:

http://scisalliance.scis.nova.edu/winter2009_mmis656/thomrich/CFHOME/Project/home.

cfm

OBJECTIVE

To be a successful Technical Engineer in a fast-paced dynamic environment, where I

will apply my professional skills in the field of Information Technology, Project

Management, Business Analysis, and Software Quality Assurance and Testing, with

strong work ethics for the development of company and self. I have been known to

always deliver on timelines and to expectations.

SPECIFIC EXPERTISE

6 years of experience in Technical Support

Strong knowledge of the Systems Development Life Cycle ( SDLC) in Project

development

Experience in creating Use Cases, Activity Diagrams, Sequence Diagrams, Class

Diagrams, and Logical Data Diagrams.

Experience in creating and analyzing Data flow diagrams, Work flow diagrams,

and Entity Relationship diagrams.

Extensive use of UML/RUP for modeling views in Microsoft Visio and Rational Rose.

Experience in developing surveys and interview questionnaires for interviewees and

selecting the target population segment.

Experience in conducting fact-finding, and independent research to design creative,

progressive and extensible IT solutions for business problems.

Optimum use of documentation to avoid any form of miscommunication or

misinterpretation during the entire software development process.

Good understanding of HIPAA/EDI standards and their use in the health industry.

Familiarity with ASC X12 transactions.

Knowledge of TriZetto Facets 4.21/4.31 and TriZetto HIPAA Gateway 4.11

Knowledge of TriZettos Facets Application Groups: Claims Processing, Provider,

Subscriber/Member Eligibility Verification, Medical Plan, Utilization Management,

Workflow Configuration.

Richard

Thomas

Cell: 720-***-****

Email:

*********@*******.***

URL:

http://scisalliance.scis.nova.edu/winter2009_mmis656/thomrich/CFHOME/Project/home.

cfm

Experience in customer/client interaction, deep understanding of business systems

functionality and technicality.

Strong knowledge of Project management skills such as time estimation, task

identification, and scope management, and budgeting.

Good knowledge of SQL queries

Motivated self-starter with exceptional team building, leadership, and

interpersonal skills.

TECHNICAL SKILLS

Requirement Tracking: Rational Requisite Pro

Change Management Tools: Rational ClearQuest

Operating Systems: MS Windows NT/2000/XP/Vista

Languages: C, C++, Java, SQL

Databases: Oracle 10g, MS Access

Office Tools: MS Word, Excel, MS Power Point, MS Project, MS Outlook

Web Technologies: XML, (X)HTML, ColdFusion, JavaScript, CSS

Methodologies: SDLC, RUP, UML

UML Diagramming Tools: Rational Rose, Microsoft Visio

PROFESSIONAL EXPERIENCE

TAG Support Company, North Lauderdale, FL. August 06 – July 07

Technical Support/Customer Service Specialist

TAG Support Company, is a Customer Relationship Management (CRM) company,

providing call center outsourcing services. TAG provides a multi-faceted umbrella

strategy for customer support with experience in the telecommunications, technology,

consumer goods, wireless, retail, manufacturing, financial services and utilities

Richard

Thomas

Cell: 720-***-****

Email:

*********@*******.***

URL:

http://scisalliance.scis.nova.edu/winter2009_mmis656/thomrich/CFHOME/Project/home.

cfm

markets.

Responsibilities:

• Served as a liaison between the internal/external business community and the IT

organization in order to provide technical solutions to meet user needs.

• Interacted with other teams through walkthroughs, teleconferences, meetings, etc.

to resolve various issues.

• Assisted in the data conversion and data mapping of the legacy data to new Facets

system.

• Worked on resolving Sprint wireless customers’ technical problems in several US

states.

• Worked on resolving Comcast High Speed Internet (HIS) customers’ technical

problems in several US states.

• Helped in resolving customers billing issues.

• Managed and directed feedbacks from customers to Technical teams.

Environment:

MS OFFICE (Word, Excel, PowerPoint), Windows XP, Belkin/D-Link/IOGear/NetGear

Wireless Routers

Cable and Wireless, Kingston, JA. May 2001 –

Aug. 2003

Technical Support/Customer Service Specialist

Cable and Wireless Ltd., is a diversified telecommunications company that provides

domestic and international telecommunications services to businesses and residential

customers in Jamaica. It offers various broadband, voice, data and Internet protocol,

Richard

Thomas

Cell: 720-***-****

Email:

*********@*******.***

URL:

http://scisalliance.scis.nova.edu/winter2009_mmis656/thomrich/CFHOME/Project/home.

cfm

and business services.

Responsibilities:

• Served as a liaison between the internal/external business community and the IT

organization in order to provide technical solutions to meet user needs.

• Interacted with other teams through walkthroughs, teleconferences, meetings, etc.

to resolve various issues.

• Assisted in the data conversion and data mapping of the legacy data to new Facets

system.

• Worked on resolving High Speed Internet (HIS) and dial-up customers’ technical

problems in Bermuda, Cayman Islands, Turks & Caicos, and Jamaica.

• Helped in resolving customers billing issues.

• Managed and directed feedbacks from customers to Technical teams.

Environment:

Windows NT/98/ME/2000/XP, MS Office, Belkin/D-Link/IOGear/NetGear Wireless

Routers

EDUCATION

MS (4.0GPA) – Management Information Systems, Nova South Eastern University

(NSU),

Florida

BS – Computer Science, Florida International University (FIU), Florida

Richard

Thomas

Cell: 720-***-****

Email:

*********@*******.***

URL:

http://scisalliance.scis.nova.edu/winter2009_mmis656/thomrich/CFHOME/Project/home.

cfm

HONORS

Deans’ List

Chancellors’ List

INTERESTS

FIU student alumni association

NSU student alumni association

Upsilon Pi Epsilon (UPE) honor society

REFERENCES

Available upon request

Contact this candidate