Project Manager Customer Service
Resume:
Michelle Gray
Plano, TX **023
******************@*****.***
Expertise:
EDI, Electronic Commerce, Project Management, Business Analysis, Systems Analysis, HIPAA
Expert, Production Support, Customer Service Management
Operating systems:
OS/400, MVS, Windows 9X, NT, 2000, UNIX, TSO, CICS
Software, applications and communications:
Microsoft Office Suite, Visio, System Architect, EDISIM, Novell, Banyan, DECS, GIS, GXS,
Gentran, SAP, Vision Enterprise, XML, SQL, Oracle, FTP, sFTP, AS2, Trade Guide, Enterprise,
Business Objects
Experience:
Presidio/Pinnacle
Project Manager May 2013 – Present
• Project management for Cisco Implementations
• Coordination of hardware and software
• Project management for voice and data management
• Meeting lead for technical and business units
• Troubleshoot delays and hardware/software issues
• Manage tickets for helpdesk and engineering
• Manage turn over after go live
Dynamex, Inc
Project Manager/IT Analyst: November 2008 – December 2011
• Project management for all EDI Implementations
• Overseeing developers and prioritizing their tasks
• Requirements gathering
• Creation of Mapping Requirements Specifications
• Basic SQL queries for tracking of data
• Business analysis
• Determine operational needs for EDI implementation
• Sales support and EDI training
• HIPAA specialist for healthcare implementations
1
Michelle Gray
2713 Landershire Lane
Plano, TX 75023
******************@*****.***
• Troubleshoot all existing EDI issues with clients
• Production support for all EDI issues and communications
• Mapping of XML, Flat file and X12
• Testing of maps and communications
• Assist collections department for missing funds
• Assist accounting for EDI set ups
• Research of missing transaction sets
• Only IT support for accounting and collection issues
• Documentation for support
• Documentation for company EDI standards
• Cross-training and troubleshooting for Help Desk
Tools: DECS, Oracle, TOAD, Putty, GIS, Ultraedit, M-E-C Eagle, SmartFTP
The Fountain Group
Senior Production Support Analyst: August 2007 – November 2008
• Production support for PepsiCo divisions – Pepsi, Frito-Lay, Tropicana
• Transmission support for all divisions and customers
• Monitored and expedited transportation documents: 214,204,210
• Monitored and expedited manufacturing/retail documents:
810,837,846,850,855,856,867
• Support for all electronic business documents
• Analyze data integrity issues for EDI, XML and proprietary formats
• Analyze communication issues through FTP, AS2 and internal flow
• Telephone and Email support 24/7 for all data and transmission failures
• Integration of IDOCS to X12 mapping
• Analysis of the business IDOCS for the retail environment
• Executed map changes and testing
• Issued firewall maintenance for inbound FTP
• Issuance of AS2 setup and changes
• Issuance of FTP setup and changes
• Notified internal applications of data integrity issues
• Analysis and mapping through Enterprise
• Root cause analysis for data integrity and ANSI standards
• Trading partner set up
• EDI expert in review of specifications and implementation of new documents
2
Michelle Gray
2713 Landershire Lane
Plano, TX 75023
******************@*****.***
• Gather requirements and documentation
• Project management
Tools: Unix, Business Objects, Oracle, SAP. GSX Enterprise and Application Integrator, SQL
Queries.
FisaCure, Inc.
Implementation Manager: January 2006 – August 2007
• Managed IT and operations
• Requirements gathering and documentation for transactions 835 and 837
• Set up and coordination of new accounts for production
• Developed mapping and form fixes
• Generator of revenue growth
• Customer training of proprietary web services
• Educated customers on claims filing for additional income
• Operational coordination for production peaks
• Sales and presentations via the phone and web demos for healthcare services
• Account management of new accounts
• EDI expert in review of specifications and implementation of new documents
• Project management
• Training documentation and implementation
Tools: Analysis Reporting, SQL Queries, Proprietary Software
Innovative Systems Group
Senior IT Project Manager: February 2002 to January 2006
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Michelle Gray
2713 Landershire Lane
Plano, TX 75023
******************@*****.***
• Managed the HIPAA project of EDI implementation for Blue Cross Blue Shield
• Assisted in trading partner set up of mapping and communication
• Gathered requirements and created documentation
• Coordinated and multi-tasked systems integration of multiple legacy systems
• Created business and technical analysis for implementation
• Trained end users and coordinated their specifications to technical staff
• Reviewed and administered the changing ANSI X12 standards and security
• Implementation of ANSI X12 270/271, 275, 276/277, 278, 820, 834, 835, 837
Tools: MS Project, VISIO, SQL Queries, Analysis Reporting, Oracle GENTRAN Unix.
Compuware Corporation Incorporated
IT Project Manager June 1998 to January 2002
• Implementation (EDI) specialist for Ross Products EDI
• Vendor and client contact for initial set up
• Mapping and communications set up for the vendors
• Assisted in streamlining the process within the legacy system
• Testing and communications
• Trained staff at three manufacturing plants on use of EDI
• Liaison for business, technical, vendor and third party communication
• Technical analyst for Montgomery County Children’s Services
• Technical analyst for the Department of Human Services
• Project managed at Department of Human Services
• Focused on the conversion of UB92, HCFA1500, ICD-9 and CPT codes
• Evaluated legacy systems for business units
• Project managed technical modifications
• Requirement gathering and documentation
• Implementation of Electronic Commerce
• Creation and training for Electronic Data Interchange (EDI)
• Performed system integration for Cambridge Integrated Systems
• Designed and implemented a needs assessment for Electronic Commerce
4
Michelle Gray
2713 Landershire Lane
Plano, TX 75023
******************@*****.***
• Managed six consultants
• Lead trainer for the Electronic Commerce business unit
• HIPAA trainer for internal and external customers
Transaction Sets: 270, 271, 275, 276, 277, 278, 820, 835, 837
Tools: SQL, Crystal Reports, Analysis Reporting, System Architect, GENTRAN AS400 and
Unix.
Sterling Commerce Incorporated
Regional Sales Manager June 1997 to June 1998
• Assigned quotas and created incentive packages for the sales force
• Trained, educated and all new sales people
• Managed the activities for 33 remote sales people
• Liaison for the corporation and all if its groups and divisions
• Provided immediate assistance from all areas of the corporation
Implementation Specialist Manager December 1996 to June 1997
• Managed a ten person implementation team
• Monitored the status of implementation programs
• Executed the programs for all industries
• Primary focus was implementing the electronic billing for utility companies
Implementation Specialist December 1993 to December 1996
• Executed and monitored the implementation programs for all industries
• Maintained reporting statuses to customers
• Coordinated installation, mapping and testing
Account Executive October 1989 to December 1993
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Michelle Gray
2713 Landershire Lane
Plano, TX 75023
******************@*****.***
• Responsible for selling translation software in a five state territory
• Responsible for selling network services in a five state territory
• Trained the customer in-house and onsite
Technical Support Specialist December 1988 to October 1989
• Assisted customers with networking issues
• Installed translation software via the phone
• Trained customers on the technology and function of EDI
• Level II support on the Value Added Network
• Application debugging
• In-network translation specialist, level two support
6
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