Quality Assurance Data Entry

Demetress Y Cheek

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

Norcross GA 30093

Phone: 404-***-****

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

Key Skills

Microsoft Windows Operating Systems 9 Years

Medical Laboratory Operations 6 Years

Data Entry 6 Years

Technical Troubleshooting 4 Years

Hardware Configuration 3 Years

SQL /MS SQL 3 Years

Call Center 2 Years

CISCO router Configuration 2 Years

Internet works (Routers, Switches) 2 Years

VISIO and Wireless routers / access points 2 Years

Basic Cisco troubleshooting / programming 2 Years

CLEC circuit testing & activation 2 Years

Network Monitoring / Support 2 Years

Business/System Analysis 3 Years

Education

• DeVry University

• Degree: Bachelor of Science in Computer Information Systems

• Graduation: June 2004 / GPA 3.35

Summary of qualifications

An exceptional System Analyst with 3 years of system and business analysis experience. Over 6 years of experience in the data

entry, medical practices, and laboratory procedures and over 3 years of experience with Telecommunications, System analysis,

Data-communication, LAN / WAN networking with extensive experience in QA testing, functional requirement documentation,

SQL querying, network troubleshooting, monitoring, and testing of DS1 circuits. I have an excellent rapport with other

managers, end users, clients, staff and a proven team leader / troubleshooter with highly developed analytical, organizational,

strategic planning and crisis management skills.

Cbeyond Communications

September 2005-Present

Billing Operations System Mediation Analyst

• Collect and analyze requirements for filtering, parsing, and auditing of CDR’s (call detail records) from multiple input

sources, and properly formatting output records for delivery to the billing system

• Building SQL queries against the billing and mediation database for reporting, troubleshooting, and trending analysis

• Generate functional design specifications to be used internally and by a third party mediation vendor

• Design and execute test cases and models for periodic validation of existing and new functional mediation logic

• Document operational and audit specific activities as it pertains to CDR handling

• Manage updates to Carrier Access Billing (CABS) centric reference tables

• Assists with operational activities related to bill run execution as required

IT – Business System Analyst

• Works with business partners across multiple business functions to align technology solutions with business strategies.

• Supports one or more moderately complex business requirements, requiring design or integration of technical solutions

that may cross multiple functions of the business.

• Responsible for the collection, analysis, design and documentation of business and functional requirements.

• Documents discussion and agreements.

• Assesses business needs utilizing a structured process (gathering, analyzing, documenting, and managing changes) to

assist in identifying business requirements and recommend options, risks and cost vs. benefits.

• Develops, writes, and communicates business and functional requirements for the design and implementation of

business solutions. Obtains technical assistance to help in identifying technical solutions.

• Participates in technical design and testing work sessions.

• May develop test cases or test approach. Participates in quality reviews. May validate test results during testing.

Tier 2 Network Engineer

• Provided expert level technical support and service to resolve customer problems.

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• Configure, test, document and troubleshoot customer T1 circuits

• Utilize the NMS systems (Proprietary T1 Monitoring tool(s)) to detect and respond to customer T1 issues

• Perform proper trouble ticket entry and administration

• Coordinate trouble resolution with vendors, ILEC, and other service providers in order to minimize customer

downtime.

• Provide customers with prompt notification while ensuring resolution and/or proper handoff to team members for a

more effective resolution.

Web Team Support Tech

• Responded to all web tickets via email and also handled customer escalations

• Perform problem determination/fault resolution of managed routers and switches including: Cisco IAD, BTS 10200

Soft switch, 5ESS, and all digital and analog interfaces to the client

• Analyze and resolve complex data network communication issues in OSI layers 1, 2, and 3

• Call out to different third party providers to investigate customer related issues with call congestion, call routing for

local and long distance, web hosting concerns, and secure backup server services

• Respond and troubleshoot customer escalation

• Self-motivated with a good work ethic and the discipline to work independently or with a team in a large, fast paced

customer operations center

Tier 1 Tech Support - Contract

• Answer all incoming customer calls in queue and troubleshoot advanced product or services issues, creating trouble

tickets with OOS.

• Provide phone and email based technical support for Cisco IADs including Internet, Telephony and VoIP.

• Utilize the Siebel ticketing system to perform proper ticket entry and administration.

• Perform troubleshooting of TCP/IP and IP Networks, DS-3/T1 circuits, DNS, DHCP, port forwarding. BTS 10200 Call

Agent, Digital CAS T1, PRI T1, Blocked Trunks and PBX.

• Assist customers in locating and resolving service abuses (viruses, spamming, port scanning open mail relays etc.)

originating from within their internal network segment.

Quest Diagnostics

August 1999-October 2005

Data Entry Operator/Spec. Prep. Tech

• Input test and patient information for each requisition before testing begins.

• Troubleshoot all improperly received requisitions and specimens.

• Ensure quality assurance for each client, requisition, and patient.

• Trained new personnel on procedures and job responsibilities.

• Program speed keys that increase typist accuracy.

• Troubleshoot and fix monitors, printers, scanners, and other hardware devices.

• Troubleshoot and resolve most software problems.

Projects

• Assisted Quest Diagnostic’s Black Belt Leader with the improvement of the data entry production and turn around time

by programming function keys on Quest Laboratory Systems. In doing this, it decreased the number of key strokes

needed for logging requisition while increasing production and decreasing over activity of a workers’ wrist.

• Worked during the testing and implementation phase for a new system that had been developed for Cbeyond Inc that

allows for an easier and less time consuming process of ILEC ticket creations and updating. Also, trained Tier 1

Technicians as well as fellow Tier II Network techs on the proper way of accessing and using to system for creation,

modification, cancellations, and how to navigate through the system as well.

Industry Knowledge

Hardware

Current P4 PC Intel based machines; Compaq, HP, IBM, Dell; HP, Lexmark, Xerox and other printer/fax machines; Cisco, Dell,

Intel, switches and hubs, Wireless technology (B and G).

Utilities

FTP, Telnet, UNIX, Net view, DNS, Anti-Virus programs, and Norton Utilities

Software

Microsoft Office Suite, Toad, MySQL, SecureFX, SecureFTP, Visio, Outlook/Exchange 97/98/2000/XP, Remote Desktop, PC

Anywhere, CA Unicenter, Siebel Ticketing System and a multitude of other industry packages.

Programming Languages:

HTML/DML, C/C++, ASP, Java, and Visual Basics

Database:

Access, Oracle 9i, and PL/SQL

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