SUMMARY: More than 10 years of Programming and Applications Development experience.
Languages: COBOL, JCL, SQL
Database: DB2, SQL, Excel, Access
PC Software: Word, Excel, Access, PowerPoint, Visio, Outlook, Windows Mail.
Platforms: AS/400, CICS, MVS, IMS, API, Windows XP thru Windows 10, Mac
Technical Support Agent 2009-2017
IBEX Global (Tech Support for Frontier)
Troubleshoot issues related to internet connectivity and client-provided hardware and software.
Troubleshoot issues with phone service and cable service
Document troubleshooting steps in ticketing systems.
Dispatch field techs for physical issues that can’t be fixed over the phone.
Assist customers with installing and / or uninstalling of client-provided hardware and related software and drivers.
Troubleshoot and help setup Email for both the website platform and third part clients such as Outlook Express, Outlook, Microsoft Mail and Windows Live Mail.
Programmer Analyst 1997-2007
Wells Fargo Third Party Administrator (Formally Acordia National)
Primary responsibilities include: Design and development of HRA administration software for a large number of clients with a total number of participating employees ranging from a couple dozen to 5,000+ participants. Creating or updating existing software for everything from eligibility and claim entry screens, data base design, custom and automated reports, and claims processing to the check writing and EOB mailing processes.
Maintained, updated, and added new processes to the existing Dependent Care and FSA administration software. Made changes to accommodate government changes such as adding “Grace Rule” to our FSA claims processing.
Researched the cause of any problems or incorrect data found in any of the processes or data bases system wide. Find a solution to correct the problem and move the change into production. Find all the correct information and use it to correct all the data bases that were affected.
Information System Specialist 1992-1995
WV Dept. of Health and Human Resources; Bureau of Medical Services; PAAS Program
System Administrator for an O/S 2 LAN System.
Developed a large shared data base in PARADOX and created application programs and automated reports for the data base.
West Virginia University 1989
B.S., Computer Science