Customer Service Data

DENISE ANN MOSES

*** ******* *. ****** ******* Apt. T3

Harrisburg, PA 17111 • 717-***-****

***********@***.***

CAREER OBJECTIVE:

Business/Requirements Analyst, Data Analyst, Database Mgmt., Data Warehouse

COMPUTER SKILLS

Languages: SQL Programming, PL/SQL, UNIX, HTML

Applications: Microsoft Project, Microsoft Visio, Microsoft Office, Business Objects, Novell, BMC Remedy Assets Management & Kronos.

Database Software: Teradata, Oracle Enterprise Data Quality for Product Data (PDQ), Oracle 10g, Microsoft Access, SQL Plus, SQL Server Management,

Servers: Citrix, AS400, Cisco, SQL Server 2008

Systems: Windows XP, Vista, Windows 7

Other Skills: PC Hardware/Software, installation troubleshooting and repair.

Completed training in Database Management, Data Warehousing, Microsoft SQL, and Microsoft PL/SQL.

PROJECTS AND ACCOMPLISHMENTS

I have over 10 years’ experience working in the Healthcare industry

I have over 10 working in the Windows (2003/2008) environment.

I have over 3 years’ experiences in SQL programming, where I have created, modified, drop, and delete tables.

I have created projects in Oracle Databases and Data Warehouse.

Basic understanding of physical data modeling, database design principals, programming, and a system development lifecycle.

Created SQL statements queries in SQL Plus and Oracle 10g Enterprise Manager

Manipulating data in SQL, Teradata to pull reports.

Able to plan, implement, test, and troubleshoot system software.

MS Access: I have created tables and queries.

I have over 6 years working in the Citrix Presentation Servers and Active Directory, and Microsoft Exchange.

Microsoft Office: Excel (Pivot Tables, Macros, Visual Basic, Vlookup, etc.) Access.

Excellent analytical skills, organized punctual and flexible.

EXPERIENCE:

Pennsylvania Higher Education Assistance Agency, Harrisburg, PA February 2015-Present

Production Support Analyst

Provide support and guidance to system usage and account processing.

Review, analyze and provide feedback for system business requirements.

Ensure system profiles, data access etc., are set up correctly for servicing processes to maintain data integrity, processing accuracy, and required confidentiality.

Test system changes and defects reported through the change control process in support of quality assurance.

Highmark Healthcare Inc., Camp Hill, PA (Consulting via Celerity) August 2014-November 2014

Senior Business Analyst

Gather, analyze, and documented data requirements for projects.

Pulling tables from Teradata and documenting information to be put into EDW (Enterprise Data Warehouse) website.

Updating workflow charts in Visio.

Pennsylvania Liquor Control Board (Consulting via Computer Aid) April 2014-June 2014

Data Analyst

Tracking and cleansing data within the Oracle Enterprise Data Quality for Product Data (PDQ).

Testing data within PDQ.

Researching data to correct necessary errors.

Wells Fargo, Inc., Charlotte, NC (Consulting via Modis Inc.) September 2013-December 2013

Business Systems Consultant

Track the life cycle of network assets from identifying new devices exceptions to end of life device retirement.

Create queries in SQL Server Management Studio generate reports to verify all Device exceptions within the organization, making sure they are deployed or decommissioned.

Work with the Asset Management Lead, on-site and field resource to identify changes and validate changes on moved equipment.

Work with Management and service delivery teams to provide Ad-Hoc reports.

Work with Management and service delivery teams to identify missing information and obtain that info and then get it loaded into ITSM.

Conduct meetings and email teams to discuss solutions to verify inventory records.

SafeGuard Services of HP Enterprises, Camp Hill, PA September 2012-August 2013

Data/Reporting Analyst

Gather information, analyze data and presented reports.

Experience with Centers for Medicare and Medicaid Services, health care provider data and online data submission process.

Use state-of-the-art decision support and neutral network tools to detect potential fraud and support investigations organizing case files, research violations and accurately and thoroughly document all steps taken in project development

Used SQL Assistant front-end tool to issue SQL commands matching the business requirements to run reports for data on Providers.

Provide data analysis support to the fraud investigation team in support of their investigation leads.

Prepare reports working with database structures and data modeling including working knowledge of SQL.

Conduct self-directed research to uncover problems in Medicare payments made to a variety of provider types including physicians, suppliers, hospital, and rehabilitation facilities.

Handle Strong healthcare material including experience with transaction standards (e.g. HIPAA).

Attend meetings, training, and conferences.

Servers, Applications and Software used: Citrix, Business Objects, MCS, MS Access, Excel, Word, Outlook.

Provide excellent customer care.

Coventry Health Care, an Aetna Company, Harrisburg, PA January 2012-September 2012

Business Analyst

Gather, analyze, and documented data requirements for projects of medium to high complexity and moderate to high risk, perform source system data quality analysis.

Participate in the analysis of client business processes and functional or reporting requirements.

Created new database objects like Tables, Procedures, Functions, Indexes and Views

Conducted data modeling review sessions for different user groups, participated in requirement sessions to identify requirement feasibility.

Designed and development of test cases based on functional requirements for institutional and professional claims using IDC-10 codes for EDI and HIPAA Transactions 837/835, 834, 276/277, 270/271 testing.

Participate in cross-functional task forces to identify and document functional or reporting

Performed numerous data pulling requests using SQL for analysis.

Extracted data from existing data stores, Developing and executing departmental reports for performance and response purposes by using oracle SQL, MS Access, MS Excel

Servers, Applications and Software used: Citrix, IDX/ GE Managed Care Application, MS Access, Excel, Word.

Coventry Health Care, an Aetna Company, Richmond, VA August 2008-January 2012

Systems Support Analyst

Provide support to our customers by successfully completing assigned tickets or project tasks in a professional, courteous and timely manner

Identify, diagnose, and resolve Level I problems for users of the mainframe, personal computer software and hardware, Company network, the Internet and new computer technology in a call center environment.

Provided Kronos support; password resets, logon issues, and educated users on how to use Kronos.

Diagnose and resolve end-user network or local printer problems, e-mail, Internet, and LAN, WAN access problems.

Provider support to users working in the Citrix XenApps Presentation Server.

Design, install, configure, maintain, and perform system integration testing in Citrix XenApp/XenServer/XenDesktop

I was responsible for the set-up and repair of facility-based, end-user infrastructure and resolution of desktop incidents and requests reported by facility users to the service desk via Remedy.

Submitted change requests in Remedy.

Provide support using GoToAssist.

Provided excellent customer care.

I have a total of 4 years’ experience in Systems Support.

Coventry Health Care, an Aetna Company, Richmond, VA January 2007-August 2008

Pre-Authorization Rep

Received inbound calls on medical authorization for member of the health plan

Educated and advised members on matters of their health plan

Entered Pre-Authorization claims into the IDX Managed Care Application (MCA).

Handle Strong healthcare material including experience with transaction standards (e.g. HIPAA) and using ICD-9 codes.

Provided excellent customer care.

Anthem Blue Cross, Richmond, VA September 2005 to November 2006

Administrative Assistant

Support to ten Licensure Analysts

Screen phone calls, maintain general files, coordinate meeting, and travel arrangements, submit expense reports.

Compiled, collate, and assemble meeting/presentation material.

Utilized various software packages such as spreadsheets, word processing, and database entries, graphic to produce high quality reports, presentations and documents.

Performed various technical support duties such as information gathering, reporting, tracking and researching.

Anthem Blue Cross, Richmond, VA September 2003 to September 2005

Customer Care Advocate

Responded to incoming calls from members and providers on benefit, claim processing, and membership procedures.

Researched and adjust claims for payment.

Handle Strong healthcare material including experience with transaction standards (e.g. HIPAA).

Provided outstanding customer service.

EDUCATION:

Strayer University, Glen Allen, VA Graduated June 2012

BSIS in Information Systems - Emphasis = Database Management

With a 3.1 GPA

Strayer University, Glen Allen, VA Graduated March 2011

AA in Information Systems Emphasis = Networking

Graduated with a 3.2 GPA

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