CHARLES W. SMITH

Tampa, FL ac3vxd@r.postjobfree.com 813-***-****

Highly qualified professional with proven ability to exceed expectations. Manage or lead assigned workforce towards the achievement of organizational goals.

SUMMARY OF QUALIFICATIONS

Excellent knowledge in the Supervisory/ Help Desk / Operations area of computer technology.

Proven ability to work independently, create effective teams, and increase productivity.

Exceptional customer service skills from tailoring information systems solutions to individual customer’s needs.

PROFESSIONAL EXPERIENCE

PROVIDER DEVELOPER SPECIALIST / CUSTOMER SERVICE 01/2016-Present

MSLA/UNITED HEALTH GROUP Tampa, FL

MSLA offers a variety of medical evaluation services for Veterans across a wide spectrum of industries

Contact Providers (approximately 50 calls a day) to increase network to provide service to United States Veterans

Review contracts for providers before submitting to providers prior to acceptance to the network

Received calls from U.S. Veterans (approximately 50 calls a day)to assist them with obtaining compensation and pension

Operation of CMS/ Dr. Recruit database in order to maintain information for the Veteran Administration

NOC TECHNICIAN / HELPDESK ANALYST (CONSULTING) 11/2016-12/2016

KFORCE Tampa, FL

At Kforce, Great People = Great Results, A professional staffing services firm

Monitor NOC dashboard via a worldwide view for interruptions in servers/links/nodes and data connections..

First line of communication and escalation for interruptions of services and send out communications and set up bridge conference calls if warrantied.

Compile statics via pivot tables to be viewed by management to assist in monitoring of helpdesk activity

CUSTOMER SERVICE SPECIALIST 06/2016-11/2016

HUMANA INC. Tampa, FL

At Humana our bold goal is to help make the communities we serve 20 percent healthier by 2020

Use multiple computer applications and programs that are navigated simultaneously to access member information and to document all calls.

Production and quality goals are set and tracked and Customer Care Specialists are expected to meet daily/weekly/monthly performance metrics (ex. Quality, Compliance, ECHO, consumer feedback, Guidance Alerts.

Calls are recorded, monitored, evaluated, and scored by the Quality Audit department.

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SYSTEMS ADMINSTRATION SENIOR (CONSULTING) 01/2014-04/2016

CITIGROUP INC. Tampa, FL

Citi is the leading global bank. Citi strives to create the best outcomes for their clients and customers with financial solutions that are simple

Reviews and approves control environment changes (three UAT environments for P2P application) in a single daily batch email determining the code that migrates from testing environments to Production environments

Reviews and approves one-off emergency or high control environment changes (UATs and PROD/COB) throughout the US business day.

Reviews and approves one-off emergency or high control environment changes during on call off hours.

Provides back-up to on-shore resources for problem ticket, enhancement, weekend production build, and change tracking (in-list) systems for P2P application migration approval team.

IT OPERATIONS SUPERVISOR 08/2011-10/2013

WellCare Health Plans Inc. Tampa, FL

WellCare provides Medicare and Medicaid managed care health plans for 2.2 million members. Wellcare partners with over 91,000 physicians and employs over 3,500 associates.

Organized, prioritized, coordinated, and administrated the activities and workload of the IT operations team.

Provided operational oversight and administrative input to ensure that the multimillion dollar “ Check Run Process “ was performed daily and delivered on time without penalties.

Created Excel spreadsheets to present to upper management to monitor multimillion dollar “ Capitation process “ to compensation doctors, their staff and other providers.

Supervised IT Operations teams (all shifts) and responsible for scheduling staff.

Responsible for conducting annual employee performance reviews, employee recognition, recruitment/selection and performance management.

Anticipated and identified issues that could inhibit achieving production goals. Created Standard Operating Procedures and wrote policy for the entire Operations team.

Monitored and reported to Upper Management, internal business units and customer management on the status and progress of all production efforts.

HELPDESK CONSOLE OPERATOR II 03/2010-08/2011

UNIVERSITY COMMUNITY HOSPITAL. Tampa, FL

University Community Hospital, a 431-bed facility that is home to five Centers of Excellence that focus resources on major disease with more than 3000 employees

Provided Helpdesk and on-site support for Physicians and RN utilizing hospital software applications.

Tested and configured network, desktop, laptop, and communications systems quickly locating and rectifying systems issues

Provided phone and on-site help desk support for employees including performance of upgrades, software installations, complete systems mitigations, and performing training sessions

Successfully remedied remote access connectivity problems within VPN and Citrix systems, and software issues with Microsoft, and other general and industry specific software

Effectively set-up and configured computer systems for personnel ensuring computers slated for off-site use were user friendly and bug-free

HELPDESK SCHEDULER (CONSULTING) 04/2008-02/2010

CIBER, INC. Tampa, FL

Operating in 18 countries, with more than 8,500 employees and annual revenue of approximately $1.2 billion, CIBER and its IT specialists continuously build and upgrade clients’ systems to “competitive advantage status.

Helpdesk support of CA7/11 products and provide on-call support for the clients batch schedules.

Monitored and operated large IBM mainframes and alternate platforms by interacting via consoles.

Assisted customers on phone and via email resolving technical online issues

Maintained and updates problems in the Webstar problem management system.

DISASTER RECOVERY SPECIALIST II 06/1999-03/2008

SUNGUARD AVAILABILITY SERVICES Carlstadt, NJ

Information recovery organization with 10,000 clients worldwide and staff of 2000 working over 350,000 hours annually.

Customized and designed mainframe to clients’ specifications and assisted customers with system applications

Provided helpdesk support for customer’s technical questions and system upgrades

Continually monitor incoming Help Desk email to ensure quick response and resolution of technical issues

Ability to work productively and efficiently to meet deadlines and quotas

Wrote analysis of the disaster recovery exercise for management and customer review

Maintained corporate revenues by providing complete problem analysis/resolution and circumventing potential system failures through preventative strategies

Received numerous APEX and ACE awards initiated by the customer for extraordinary and invaluable services performed

SHIFT SUPERVISOR 09/2004-03/2008

HIP HEALTH PLAN OF NEW YORK New York, N.Y.

Largest health care insurance provider in New York City, founded in 1940, offering services to New York and surrounding states.

Provided helpdesk support in resetting users’ network passwords.

Successfully monitored start-up and shut-down of 50 online regions daily and independently monitors nightly processing of 300 batch orders

Used expert verbal and written communication skills to impart documentation regarding increased productivity leading to job production schedule changes

ADDITIONAL EXPERIENCE

Senior Console Operator/Supervisor, Merck Medco, Operated Mainframe Computer supporting over 14 million daily transactions via 26 online regions.

Lead Console Operator, S.I.A.C., New York, NY, maintained and operated mainframe computer linked directly with New York and American Stock Exchanges.

Lead Console Operator, Goldman Sachs and Company, New York, NY, maintained and operated mainframe computer and performed 300+ production jobs for end users.

Console Operator, Pfizer, Inc., New York, NY, maintained and operated mainframe linked between the pharmaceutical industry and government agencies.

EDUCATION

BACHELOR OF ARTS IN ECONOMICS 2008

HERBERT H. LEHMAN COLLEGE Bronx, NY

TECHNICAL KNOWLEDGE

Dr. Recruit

ACTIVE DIRECTORY

CITRIX

VPN

TCPIP

Microsoft Project

Visio

Microsoft Office 2016

CA 7/11

JCL

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