Joyce Blackmon

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

Stone Mountain, GA. 30083

ac771j@r.postjobfree.com

Phone 678-***-****

Experienced Application Support Analyst with a proven track record in identifying, analyzing, and solving problems to increase company and customer’s satisfaction.

OBJECTIVE To secure a challenging position with a progressive company that

will provide an atmosphere that is conducive to professional growth and achievement.

KEY SKILLS

Operating Systems

Project Management Tools

Hardware

Monitoring Applications

Unix

Business Object XI

Lucent switches

Visibility Services

Windows OS

Microsoft Visio

Nortel Switches

FTP servers

Office XP

MS Project

Crystal Reports

Computer Systems

Billing Systems

Programming Languages

Mainframe Utilities

IBM AS/400

Virtuoso II

Cobol

TSO

IBM S/390

Epicor

PL/SQL

JCL

UNISYS

Singl.eView(SV)

ImmediatE(ImE)

MetraCare

Opcon Scheduler

SAP/Peoplesoft

Zuora

Epicor/Max/Dnet

Work Day

Database Applications

Ticketing System/Cases Applications

Web Design Tools

Document Management

Oracle 10g

WFM

Dreamweaver

Doclink

SQL Server 7.0

Numera

Front Page 2000

Docutrak

SQL Developer

Telsa/Metranet

Photoshop

REMEDYforce

HTML

Salesforce/Kanban

EDUCATION

Candidate for Bachelor of Science, Strayer University, Atlanta, GA

Major: Computer Information Systems

Pre-licensing Salesperson, Georgia MLS Training Institute Tucker, GA

Completed 75 hours course

WORK EXPERIENCE

Rentpath(Rent.Com) 03/12 to Present

Financial Application System Analyst Atlanta GA

Actively monitor and work on related incident tickets and provide response and resolution based on published SLAs.

Assisting customers in diagnosing issues, managing hosted environments, and deploying software updates.

Create salesforce cases in Salesforce for every customer issue and interaction and thoroughly document reported problems and steps to resolved.

Trace and debug and trouble shoot application

Analyze and parse through log data to identify issue and solve.

Navigate between files and directories, understand/change permissions of files, update DB using SQL queries.

Monitor production environment and troubleshooting customer/system issues.

Provided basic salesforce training to end-users on an as needed basis when user have too many user errors.

Assist end-users in SFDC with building help documents, webinar and training videos.

Provide post-implementation training on new feature upgrade in SFDC.

Identify issues using metadata and escalate issues to Salesforce Admins or Developers as needed.

Submit feature request thru case queue for as needed from customers.

Actively participate and work with business teams to understand and document technical requirements for application and system updates, upgrades, and technical changes.

Manage user security, setup, profiles, roles and configurations in financial databases MAX, Epicor, Zuora, Doclink and Salesforce. (Accounts Payable, Accounts Receivable, billing Collections and Sales team).

Create and maintain billing reports and templates. Importing and exporting of data in MAX.

Ensure incoming and outgoing data are effective and efficient for users. Batch processing.

Work with SFDC developers/Admins to help with updates, upgrades, configuration, test install package in Zuora

Support Help Desk/Desktop Support Analyst. Managed the Dev/UAT/QA/PROD environments

Manage operational requests and assist in the escalated triage of support issues, working with diverse user groups.

Develop and creating SQL queries to research, analyze, review codes and troubleshoot data and to create business reports.

Research system issues by logging into servers and working with development team to investigate and correct software bugs and deficiencies to maintain more effective data handling, integrity, conversion, storage on existing systems and test functionality.

Submit rfc/cases to Tier 3 and assist with testing before deployed in production.

Maintain and provide support for multiple ERP systems. Knowledge of all financial systems and dependencies of processes.

Identify and monitor billing issues, load usage files, schedule bill runs, create and manage custom fields, create accounts, add products, setup new users, manage roles and run reports for billing team in Zuora.

Analyzing the code base and providing root cause analysis before routing the service requests to Tier 2 or 3 team.

Submit ticket to Zuora Support for any system related issue. Notify team of Zuora upgrades, updates and system outage.

Maintain the systems and processes that support the application.

Provide on-call support and act as liaison with other business functions.

CSG International 11/08 to 12/11

Business Consultant/Support Atlanta, GA

Assisted in the identification and analysis of client’s technical requirements within managed services.

Gathered information for cost models, creates preliminary technical resource allocation plans, and provided technical input and consultation

Consulted with customers on application and system sizing, performance requirements, application installation and deployment

Maintained the systems and processes that support the production of client’s retail output (e.g. statements, confirmations, invoices, EOY, EOM reports, etc.)

Manipulated test data using flat files in different formats (i.e. csv, txt, .xml) to upload to oracle database for testing purposes.

Manage, build and configure billing templates.

Check-in, compiled, implemented, maintained, approved and tested programs using COBOL and VB6.

Evaluated and recommended changes to support procedures as part of an ongoing improvement effort.

Participated in testing of version; provided appropriate feedback for application improvement.

Performed technical trouble shooting and consulted with development teams to resolve issues

Audit and validate billing. Manual process customer input and output files by retrieving files from file transfer archive using filezilla.

Support systems: Windows, UNIX and Unisys. Maintained documentation for processes and testing

Support end-user processes: Billing, health care, CABS, wireless, utilities, financial services, operation and production departments. Manual testing on web-based application.

Developed and implemented new processes. Test new modules and procedures. Write test cases based on requirements. Test functionality of billing system.

Update files using Database Utility functions. Maintained database for problem-tracking

Compiled/Created queries using IBM AS/400. Updated files and programs for billing system using AS/400 to resolve problem

Premiere Global Services, Inc. 07/07 to 11/08

Billing Support Analyst Roswell, GA

Process pay bill adjustments and AVE invoices while ensuring SLAs are met. Implemented, maintained modules using UNIX, DB2.

Developed, implemented maintained and tested modules using JCL.

Complete weekly billing process and related financial reporting

Prepare analytics and/or models to better understand billing metrics (eBilling participation, wrong invoice %, etc)

Conduct operational audits to ensure compliance with company policies

Review and approve customer contracts as it relate to the billing setup and invoicing

Research and resolve billing system production, operational issues presented by the client and field personnel

Work with Contracts Management team to ensure new and existing customers are invoiced accurately and in alignment with contractual terms

Review request for proposals (RFPs), MSA and escalate requests for exception processing to management

Determine potential weaknesses in internal controls and make changes to correct them

Document all existing procedures and processes. Develop, recommend and implement process improvements

Use technology to streamline manual processes

Created and maintained online system documentation for auditing purposes

Verizon Wireless 06/04 to 07/07

IT Coordinator-National Accounts Alpharetta, GA

Provided direct interface and contract administration to customers of the National, Federal, Government and Consolidated Major Accounts Program for wireless services (+10,000 Line Accounts).

Provided recurring detailed audits and analysis of monthly bills.

Activate wireless services, shipped to customer and follow-up on products.

Analyzed accounts including: identifying trends and offering customers proactive cost-effective recommendations.

Responsible for monthly collection of delinquent revenue; maintaining accounts in excess of three million dollars in annual revenue to Verizon Wireless.

Acted as advocate for both the company and the customer, responsible for relationship building as needed via conference calls, status calls and site visits.

Management of Work Force Manager tracking system for tickets pertaining to assigned accounts.

Triage ticket and support Level 1tickets

Assisted in implementation of customer contracts for assigned accounts.

Assist in determining the impact of operational issues and provide input into their resolution via data extraction and quantification

John Harland Company 04/03 to 05/04

Billing Contract Administrator Atlanta, GA

Implement and managed contracts for Banks and Credit Unions for bank check orders.

Managed and audited new MSA, addendums or amendments that were entered into system by specialists.

SME for 20 assigned banks/credit unions. Manage IT tickets

Acted as liaison for Corporate, Mortgage Assistants and Finance.

Established procedures for setting up financial institution new contracts.

SME for cross -functional departments by providing documentation and assistance on contracts and/or extend expertise

Created, maintained, and administered strategic contracts of varying scope and complexity, as well as implemented related processes and procedures.

Handled commercial contract issues, negotiations and/or administration of licensing agreements including renewal, new business, invoicing, credit holds, receivable issues and consolidations.

Established new procedures for auditing invoices in a timely manner.

Assisted programmers and developers with test accounts in the database system.

Mirant Energy 01/01 to 02/02

Wireless Product Administrator Atlanta, GA

Performed order processing on wireless devices and services.

Reviewed and audited carrier’s invoices, which included voice, data, internet, ISDN, toll free and long distance charges.

Established procedures to ensure invoices are billed accurately according to contractual agreement.

Addressed any discrepancies with the wireless carriers.

Verified expense bills for accuracy based on reasonableness of charges on known rates, quantities, and historic trends.

Activated service through service providers. Met with telecom vendors on service and contract negotiation.

Kept inventory of all products and services. Created access database to track different products and services.

Trained customer service representatives and clients on all new process that I was managing.

Managed contracts and contracts renewals.

Matrix Resources, Cingular Wireless 01/00 to 02/01

Billing Analyst (contractor) Atlanta, GA

Verified samplings of bills and their accuracy in a browser-based application to make sure that the bills are properly generated for cellular, home phone and internet services.

Verified rate plans, roaming rates, correct bill format, report exceptions, problems and make recommendations.

Identify trends, notified the market for any trending issues resolved billing discrepancies and find a work around. Initiated issue and out-source to programmers

Served as billing support liaison between billing and programmers.

Responsible for timely communication of all billing issues and resolution. Developed process and procedures for bill audit.

Analyzed issues and produced reports/ran queries on all billing issues. Assisted others with resolving billing discrepancies

Verizon Wireless 06/94 to 04/99

Production Analyst/Fraud Analyst Alpharetta, GA

Monitored the billing process from start to finish. Corrected errors within the mainframe. Restarted abended jobs.

Supported and administered all billing cycle into billing system.

Schedule, submission & monitoring of national production billing jobs within AS/400 billing system.

Performed continuous analysis of batch/production jobs, data manipulation, backup processes, system monitors, and server availability and provided solutions working with all groups impacted.

Generated billing reports to verify accuracy of the billing cycle before release of bills.

Defined reporting and provided analysis of the performance of the client's fraud management and fraud deterrence tools.

Analyzed data trends, identify opportunities, refine and improve the fraud management tools.

Support Fraud prevention and find ways to prevent.

Act as a liaison between clients and programmers to determine problem with applications

Update files using Database Utility functions

Troubleshooting PCS customers using HLR and VLR systems.

Resolve and troubleshoot fraud

Using devices such as Authentication, Spina, and RF fingerprinting.

Utilize Visibility Services to troubleshoot foreign and home roamers.

Determine if a customer is located in the industry negative file.

Provide Internal and External Customers with the Technical Support necessary for roaming, billing, and activation’s.

‘References available upon request’

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