Customer Service Information Technology

Charvonne Boykin Alexander

**** ******** *****, ******* *****, NC 27106 Mobile: 713-***-**** ************@*****.***

Demonstrated success in planning, delivering, and supporting clinical, financial, and analytical systems for a 24/7 health care facility IT system. Implementation of EMR, revenue cycle solutions, and business applications. Experience leading effective project management and business process improvement initiatives.

EXPERTISE

Vendor Relations, Contract Negotiations, Project Management, Waterfall (modified) Methodology, Troubleshooting/Resolution, End-User support, Resource Management, Leadership, Working with people at all levels in an organization

WORK HISTORY

APPLE VALLEY MEDICAL CLINIC – Apple Valley, MN

Information Technology Manager, August 2012 - July 2016

Software Specialist, June 2010 – August 2012

Managed and fully accountable for project involving the updating of network systems, servers, and wireless access

Delivered significant cost savings by monitoring vendor services and negotiating contracts and routine maintenance invoices

Created and fully responsible for disaster recovery program and IT security procedures

Responsible for the execution of a telecommunications infrastructure project including cost-benefit and requirements analysis, project planning, vendor and product selection, installation, quality assurance, and user acceptance

Hired, supervise and motivated IT personnel; completed performance reviews.

Implemented automation initiatives that greatly increased the account receivables and lower employee’s errors

Created and maintained project plans, including detailed work breakdown structures, and quality, risk management, and communication plans

Deployed on-site software design changes to meet the needs of internal business units and facilitated client training initiatives

Supported and develop Business Intelligence report functions in Electronic Practice Management, Excel, and Crystal Report

Identified, defines, records and communicates user and functional requirements for necessary software, data storage and retention, or workflow and business process changes

Served as liaison between business users, project managers and technical staff to ensure that the business requirements are identified and met by system solutions, as well as ensure on-going applications stability, especially as related to the billing, and claiming processes

Analyzed and investigate escalated processing issues to determine root cause and trends

Support train end users in use of tool sets and reports

Reviewed and research for requirements, comparison, and evaluation of data

COMPUCOM – Houston, TX

Helpdesk Technical Analyst, November 2005 – May 2006

Account Administrator, May 2006 - June 2009

Provided network support for a major oil/gas and pharmaceutical corporation

Was responsible for increasing department SLA’s per contractual agreement

Created accounts, profiles and file security groups using Active directory

Created email account, move accounts to new geographical location

Trained new team members on their job roles

Assisted site managers and on-site solvers with any account administration issues

Managed objects in the organizational units to ensure created groups follow the company policies

JOHNSON CONTROLS, INC contracted through Modern Computech, Inc - Plymouth, MI

Database Implementation Specialist, April 2001- November 2002

Created functional specifications for time and attendance system per interview with HR, Team Leader, and Managers

Managed implementation from functional specifications through post implementation

Install time and attendance software

Created test scenario to for quality check to insure configuration performed according to specifications

Trained clients onsite and by phone about the proper usage of software

Utilized Cognos to generator specific reports for customers

Actively solicited, identified, and responded to questions, issues, and service opportunities to meet the needs of clients

INTEGRATED DESIGN INC - Ann Arbor, MI

Technical Support Analyst, November 1999-April 2001

Built software interfaces per customer specifications for payroll processing

Used project management tools to ensure timely delivery of product

Troubleshoot software configuration and installation problems

Provided customer service regarding configuration questions and problems via phone and email

PROQUEST - Ann Arbor, MI

Supervisor/System Administrator, August 1995-November 1999

Responsible for hiring and training new employees

Monitored and maintain 40 workstations and background applications

Troubleshoot hardware, software, and networking problems

Developed, design, and maintain departmental web pages

Developed, design and maintain several departmental databases that store

and calculate production levels

EDUCATION

UNIVERSITY OF MARYLAND UNIVERSITY COLLEGE, Adelphi, MD

MS in Financial Management and Information System

MICHIGAN STATE UNIVERSITY, East Lansing, MI

BA in Humanities-Prelaw

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