Customer Service Analyst

Title:Translation

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

Document

Source below

NAME:,

ADDRESS:

ADDRESS2:

CITY:

STATE: VA

ZIP:

CANDIDATE ID: 2919332

US CITIZENSHIP:

EDUCATION:

EXPERIENCE: 0

WILL RELOCATE: No -

JOB WANTED:

RATE NEEDED:

TELEPHONE: 703-***-****

EMAIL: *******@**.***

HOMEPAGE:

HOTTEST SKILLS: billing, systems analyst, unix, product, c++, java, programming, object

oriented, programmer, cobol, html, javascript, jcl, vsam, database, information systems,

microsoft, sql, communication, content

REVISION: 08-SEP-02

RESUME:

NAME:

ADDRESS:

CITY: Manassas

STATE/PROVINCE: Virginia

ZIP/POSTAL CODE: 20111

COUNTRY: US

EMAIL: Home: *******@**.***

PHONE: Home: 703-***-****

CANDIDATE ID:

CITIZENSHIP: United States Citizen or National

EDUCATION: Master Degree

EXPERIENCE: 17 Years

WILL RELOCATE: Maybe --

RELOCATION INFO:

JOB WANTED: Any

RATE NEEDED: Experience:

HOMEPAGE:

COMMENTS:

HOTSKILLS:

Margaret H. Ramsay

7605 Well Street

Home: 703-***-****

Manassas, VA 20111 Work: 703-***-****

OBJECTIVE

Requirements/Business/Systems Analyst position in which I can combine 13

years of progressively responsible experience in telecommunications as

business and systems analyst with recent experience in Intranet development

and understanding of Object Oriented analysis and design.

SUMMARY OF EXPERIENCE

UUNET Technologies, Chantilly,

VA.

11/98

- PresentSystems Analyst

. Work with end users of Order Tracking System to develop

system specifications.

Design Web pages for UUNET's Intranet in support of the Order Tracking System.

AT&T, Herndon,

VA

Team Leader

- UNIX Production Support

group.

3/97

- 11/98

o On own initiative, designed and coded over 75 AT&T Intranet Web sites

for production support use.

o Trained, motivated, and guided four team members in maintenance of

four UNIX information systems.

o Analyzed production problems, worked with interfacing groups to design

and implement solutions.

o Project managed process improvement initiatives.

o Wrote system-specific Production Support Guides for each of four

systems in MS Word.

o Monitored system performance using SQL, vi editor, shell commands,

shell scripts and AWK.

o Analyzed site content, navigation, and presentation requirements to

provide effective, useable Web pages.

o Coded HTML extensively (learning by doing, on own time, in evenings

and on weekends).

o Requested and successfully passed Web-related courses: Designing for

the Web, JavaScript, Java,

C++ and C++ Programming Workshop, and Object Oriented Analysis.

Lead Systems Analyst

on WorldSource and Bundler

systems. 1994

- 1997

o Provided Systems analysis for two new UNIX billing systems.

o Team Leader for Customer Service and Support analyst group.

o Lead analyst on complex change to four existing billing systems.

o Created system specifications on new and modified systems, for

development and test groups.

o Presented overviews of systems to numerous groups on as-needed

basis.

AT&T, Manassas,

VA

Lead Billing Systems Analyst

on SDN Canada

project. 1992

- 1994

o Worked directly with Canadian telephone company representatives in

Toronto to gather requirements for

joint AT&T- UniTel project.

o Presented overviews to UniTel of current AT&T system products and

functions.

o Created AT&T/UniTel Billing Plan, detailing this new concept in billing

arrangements.

o Provided high-level and detailed analysis of joint billing, collection,

audit, and customer care processes.

AT&T, Herndon,

VA

Customer Requirements Analyst

- COBRA

system.

1990

- 1992

o Traveled to customer sites to determine customer business needs.

o Translated customer needs into high-level solutions, based on system

capabilities..

o Wrote detailed Billing Requirements Documents, documenting requirements

and system impacts.

COBOL

Programmer

.

1988

- 1990

o Lead team of programmers in online and batch software development

projects.

o Administered software testing at the unit, system, intersystem and

user acceptance levels.

Data Base

Administrator

.

1984

- 1987

o Designed and maintained 50 online and batch IMS DB/DC (MVS) databases.

o Provided guidance to development and test groups in use of VSAM,

COBOL, JCL, CLISTS, MFS, etc.

o Created DBA Monitoring and Tuning Guide, detailing use of IBM's IMS/VS

System Log Utilities.

Student Load Marketing Association, Washington,

DC

Sr.

Programmer/Analyst

.

1982

- 1984

o Designed online applications and screens for user interaction with IMS

DB/DC data bases.

o Direct user interface to determine user requirements and translate to

new screens/programs.

o Designed user screens using Message Formatting Service.

o Used TSO/SPF, VSAM, JCL, CLISTS, Panvalet.

o Learned IMS data base administration skills on own time, in evenings

and on weekends.

EDUCATION

Duke University

- B.A. French

M.A

. Romance Languages and Literature

AT&T Courses/Certificates related to objective

Internet Computing.

Designing Information for the Web.

JAVA Programming.

HTML.

JavaScript.

Data Networking.

C++.

C++ programming workshop.

Object Oriented Analysis.

AWK programming language.

Fundamentals of UNIX.

Shell Command Language.

Shell Toolkit.

UNIX S5R4 Administration.

Client/Server Fundamentals.

Managing in a Changing Environment.

Project Management Workshop.

Experienced user:

Internet Explorer

Netscape

Windows 95, 97

Microsoft Word

MS Exchange

Power Point

MS Access

MS Outlook

Visio

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