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Customer Service Manager

Glen Burnie, MD
September 11, 2018

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Cynthia Rohlfs

Active Public Trust Clearance through CMS (Centers for Medicare and Medicaid Services)

*** ******** *** **. ***. 104, Glen Burnie, MD 21061 Home: 410-***-**** Cell: 410-***-****

Skilled Information Technology Analyst with a bachelor’s degree equivalent and over 25 years of experience in human resources, customer service, technical (programming, analysis, etc.) and administrative work in a healthcare environment (contracting for CMS) is seeking a position utilizing my skills. I enjoy Quality Assurance, contract requirements verification, troubleshooting issues, information dissemination, knowledge management and verification of information, assisting new hires with onboarding and ongoing requirements, assisting with issues using various software (MS Office Applications, Remedy, etc.), creating user instructions for assistance with a new application or assisting with training.

Core Competencies




MS Project

MS Word







Adobe Acrobat

Adobe Photoshop









Computer Programming GPA 4.0 – Honors Student – Computer Learning Center,

Alexandria, VA 04/00 to 11/00

Computer Programming GPA 3.6 – Distinction Student – Computer Learning Center,

Springfield, VA 01/81 to 08/81

Received ITIL Certification training – Northrop Grumman

Received Lean Six Sigma Yellow Belt Certification – Northrop Grumman

Relevant Experience

Northrop Grumman – 02/15/2016 – 03/02/2018

IBOSC – Lead Customer Service Representative 3 – AHC Model

Assisted CMMI with the updates of the subscription file

Coordinated email blasts when requested by CMS

Scheduled meetings with CMS through Outlook on the CMS computer

oFacilitated the meetings

oTook notes and updated the minutes

oSent out finalized minutes to all attendees

oFollowed up on action items

oUploaded the minutes and agenda to SP

oCreated agenda and distributed the agenda prior to the meeting

Monitored AHC mailbox and recorded questions in Remedy via ticket creation

Coordinated the creation of ad hoc reports requested by CMS

Briefed the CMS GTL on the background and use of the AHC model and who benefits from it

Helped update the categories in Remedy

IBOSC – POSD (Production Operations Service Desk) Customer Service Analyst 3

Specialty – Scripting

oReceive upload requests for new/updated scripts to be posted in Remedy and SharePoint

oUpload scripts/resource documents in Remedy which assigns a KBA (Knowledge Base Article) number

oUpload scripts/resource documents to the IBOSC Model’s SharePoint Knowledge Management Library (KML)

oPrescreen documents for accuracy, duplicate documents or any other information

oSend the KBA number back to the requestor for each document upload

oEnsure the updates are done within the period specified in the IBOSC Statement of Work (SOW) – currently 24 hours from the time of the CMS approval.

oAssist in the rewriting of the scripting SOP to include updated procedures

oCoordinate Remedy scripting changes with Remedy Administration

oEnter Service Requests

oUpdate/Resolve Service Requests

oAnswer questions about scripting processes and requirements from POSD analysts, SP Administrator and Remedy Administration

oCorrespond with the POSD Manager regarding scripting issues, processes, advice or anything else that needs to be addressed

oSubmit suggestions to the POSD Manager for process improvement

Maintained access to CMMI Connect mailbox in case a request is made to assist in backlogged tickets

CSC – 10/21/2013 – 05/07/2015 – DECC – Sr. Systems Analyst for PQRS

Analyze and respond to or refer tickets sent to our group from the PQRS Helpdesk.

Monitor production and testing deployments.

Create Remedy data transfer tickets to assist users and CMS in obtaining data from the mainframe or putting created data on the mainframe or other requested locations. When program corrections change data file information, coordination is done to re-transmit the correct data to the users.

Assist users in the use of the UDS (Universal Data Set) by creating and sending documentation for the record layouts and field definitions.

Validate files for correctness and completeness.

Help providers and other entities with the PQRS websites.

Verify correctness of data and data format using various forms of documentation.

Create Remedy incidents to request user access to various PQRS mainframe files.

Help maintain documentation including but not limited to:

oPQRS File user access lists

oData transfer request forms that include the target and source filenames, path, and any other information as needed

oUDS filenames currently and proposed for automatic transfer process.

oFile transfer information spreadsheets for current and legacy files

Listen in on conference calls for issues and deployment progress.

Attend meetings as requested.

Perform secure file transfers through QNET

ANDEOgroup – 04/01/2013 – 05/15/2013

Data Governance and Stewardship Analyst

ViPS, Inc. (a GDIT company) Towson, MD 12/27/2010 to 2/2/2012

Sr. Systems Analyst - subcontractor to Centers for Medicare and Medicaid Services (CMS)

System – ReMAS (Recovery Management and Accounting System) subcontracting to the MSPRC

ViPS, Inc. (a GDIT company) Towson, MD 11/17/08 to 12/26/2010

Sr. Systems Analyst - subcontractor to Centers for Medicare and Medicaid Services (CMS)

System - COBA (Coordination of Benefits Agreement)

ViPS, Inc. Towson, MD/Woodlawn, MD 6/20/05 to 11/16/08

Sr. Systems Analyst - Contractor to Centers for Medicare and Medicaid Services (CMS), Second Level - Systems Analyst - MMA Helpdesk


Designed, developed and maintain a website for my hobby. The url is This utilized HTML, Javascript and content writing. Adobe Photoshop was used to develop all of the graphics including the logo, bullets, thumbnails, close-up photos and other photos on various pages.

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