Project Customer Service
Resume:
Lynne A. Foy
Downingtown, PA ****5
PROFESSIONAL SUMMARY
Experienced project/business analyst with excellent organizational and project management skills. Ability to lead projects using standard project methodologies to meet successful delivery. Core competencies include strong communication, customer services focus, ability to lead and collaborate, team player and self-starter capabilities.
PROFESSIONAL EXPERIENCE:
A2C Consulting
Project Manager – JLT Re 5/2015 – 8/2015
North American (NA) Premises Project
•Develop budget template to support financial tracking and analysis for NA Premises project.
•Work with CFO and stakeholders to obtain/report RAG status to updates to the Workstream documents for NA Premises and Target Operating Model (TOM) projects.
•Work as a liaison between stakeholders and business to gather project status updates.
Independence Blue Cross
Sr. Business Systems Analyst – Contracts/Booklets 8/10 – 5/2015
Develops/maintains DLP’s (desk level procedures) for new/updated process changes. Communicate process improvement recommendations to management to stream line process and provide efficiency for the end user.
Manage multiple Ad hoc project request for Contracts/Booklets and Marketing Administration departments.
Liaison between business and development to support contract and booklet system updates.
Create project plans using MS project and Excel to support/track projects for Contracts/Booklets and Marketing Administration projects.
Gather/review requirements, complete system/data analysis and communicate project deliverable risk to upper management.
Provide Production Support, troubleshoot issues, and work to provide resolution for the team.
Projects
Blue Core SQR project (Sales Systems)
Review requirements, functional specs and test functionality to support system enhancement and defect resolution.
Review/revise and execute test scripts to meet project requirements and report defects in Mercury Quality Center, and ALM applications.
Attend daily standup meetings to review defects and escalate issues that would impact project deliverables. Daily conference calls with Highmark to discuss production issues and work with development team to fix issues and support code deployments.
Prioritize issues and defects. Communicate to Transformation Lead – Business Solutions Director.
Blue Core (Contracts & Booklets)
Write/review requirements.
Setup new process for contracts and booklets on new Highmark platform.
Data analysis/testing completed for system functionality, language updates, and new reports to be utilized by the department to process booklet and contract for monthly renewals and new business customers.
Execute test scripts, report defects, and escalate to upper management risk that would impact the deliverable date.
Train end users on the new contract and booklet process, and reporting structure.
BUS (Benefit Update System) System project
Chairside meetings with the end-user to gather steps of day to day work to update benefit summaries for project and business as usual (BAU) work.
Document benefit summary and Summary of Benefit Changes (SBC) process and build flow charts for management.
Worked closely with the manager of the department to create RACI documents and process flows for the BUS system and other system interactions for additional departments such as Underwriting, ROAM, and MDB systems.
BFOL project – Web based project.
Project plan created to support project task. Meeting minutes taken and provided to management for tracking project status.
Create benefit summary templates for medical/ancillary products for all LOBs to support projects with product management.
Process documents and flow charts created to document the new process to be used by end-user.
Independence Blue Cross
Business Analyst - Marketing Ops 11/09 – 8/10
Provided testing and documentation for all enhancements and fixes for Account Installation and other Marketing Operations applications.
Troubleshoot system issues, tracked and reported system defects.
Reviewed business requirements for corporate releases
Researched data discrepancies using, AAA, ODS, MHS and ROAM – RBA and Group Change, Account Installation, and Edge
Analyzed weekly reports and identified user/system errors. Findings support system enhancements for better functionality or re-training a process for the end user.
Maintained Access Database for work processed in the new business area as well as Association transfers.
Gathered information to support the writing of new process and procedures for the department.
Managed SharePoint site for Marketing Operations.
Independence Blue Cross 05/08 – 11/09
Business Systems Analyst – Marketing Systems
Reviewed and analyzed business requirements, functional specs, and detail design.
Executed test scripts to support business and testing requirements.
Performed various types of test including functional, system to system, detail design and regression testing and production moves.
Executed test scripts in the Mercury application via QA and Test regions.
Logged and reported defects in the Mercury application.
Researched data discrepancy’s utilizing the Hyperion query tool.
Independence Blue Cross 6/06 – 05/08
Marketing Services Analyst
Executed queries via the PeopleSoft Financial System and resolve data discrepancies
Analyzed monthly variance reports, developed budget projections and prepared year-end accruals
Executed test scripts for QA testing the Benefit Update System (BUS) and provided production move support.
Researched data discrepancies using AAA, ROAM, SLIQ and MHS systems.
Independence Blue Cross 11/04 – 6/06
Senior Administrative Assistant
Assisted Sr. Director and team on the IBC 2010 project.
Created Executive Inquiries form page and set-up database using MS Access,
Performed research and resolution of software issues for the BUS (Benefit Update System) system application.
Camden Area Health Education Center (AHEC) 3/03 – 11/04
Office Manager
Typed/inputted handwritten drafts, correspondence, lecture material, grant applications, agreements/contracts, memorandums, forms, charts and reports. Proofread grammar and spelling to ensure accuracy.
Arranged meetings and/or presentations lectures. Prepared agenda and meeting minutes for Board Meetings. Reserved conference room and needed equipment, i.e. audiovisual materials/projector and other related equipment.
Attended Board of Trustee meeting, participated in process meeting minutes and transcribe using a Dictaphone
Trained new employees, HR policies and procedures.
Processed payroll - ADP payroll software.
Maintained Access database, produce reports and run queries.
Purchasing – was in charge of the facilities budget and spending.
Facility management, and staff management (2 employees) was completed.
Office equipment was managed/trouble shooting and problem solving was completed and escalated issues to consulting team if necessary.
Inventoried office equipment, journals, specialized literature/books owned by the agency.
Oversea petty cash disbursement.
Public Relations.
Maintained master/staff calendars.
Responsible for booking travel arrangements, secured airline ticket, hotel arrangements, etc.
Interviewer/reference check.
MS Office support, Word, Excel, PowerPoint, Access, Publisher 98, email support - Outlook and Outlook Express (2000 version), ZoomBrowers - digital camera.
University of Maryland 4/02 - 1/03
Administrative Assistant/Assistant to the Director:
Report to the Director of the CALCE Electronic Products and Systems Center
Edited and rewrote master document book chapters in word.
Created forms, brochures, invoice, and business cards.
Prepared travel arrangements; secured airline tickets, booked hotels and process expense reimbursements.
Prepared and revised manuscripts, correspondence, memorandums; reviewed drafts and finished documents for appropriate grammatical usage.
Processed purchase orders.
Established policy and procedures for graduate students and assistants.
Assisted with organizing seminars, conferences and meetings.
Managed employee database in access.
Supervised Students.
New account Setup was completed.
Book preparation was completed with the Library of Congress.
Participated/Acknowledgement received in completion of the book, China’s Electronics Industry - 2003 Edition - author, Dr. Michael Pecht, Founder and Director of CALCE, University of Maryland, and Professor YC Chan, City University of Hong Kong.
ADP 3/00 - 1/01
Systems Analyst:
Provided hardware/software support for over 3000 clients via phone on platforms such as Windows 95, Windows 98, Microsoft NT Workstation, and Microsoft Millennium (Me).
Installed several proprietary software packages via phone.
QA testing was completed which included facilitating go/no go conference calls for software production deployments.
Test script scenarios were written for validation of system operability.
Installed software & kept test PC’s updated.
Kept track of all issues / Resolutions in call tracking software.
Updated troubleshooting logbook.
Ajilon Services Inc. 11/98 - 10/99
Computer Consultant/System Analyst:
Client: Astra Zeneca Pharmaceuticals
Provided hardware /software support.
Provided A+ customer service.
Dispatched technical specialists.
Client: Intellisource
Provided hardware/software support for the city of Philadelphia.
Dispatched technicians on hardware calls.
Issued resolutions via phone.
Met with department heads to discuss objectives to enhance support model.
Generated monthly reports using MS Excel and Word.
Inventory tracking was completed.
Safeguard Business Systems: 5/96 - 11/98
PC Specialist:
Provided telephone hardware and software support to over 500 users throughout the U.S. and Canada, executed customer software in DOS, Windows 3x and Windows 95.
Installed Customer Management Software (CMS) on desktop and notebook systems, configured modem for CMS software, and assisted users with performing system backup, and restoring data.
Aided users with Novell 3x, Windows 95 and LANtastic network issues; provided recommendations to users on upgrading hardware.
Recorded all support issues in Foxpro 2.5 helpdesk software.
Test new releases of the software.
Aided users in telecomming orders to BBS/Internet through FTP (File Transfer Protocol).
New user setup was completed.
AmeriSource Corporation 10/94 - 5/95
PC Specialist:
Provided hardware and software support for hospitals in the NJ, PA and Delaware, running customer software in Windows 3.1 environment.
Obtained quotes and purchased hardware (e.g. computers, modems, hardrives)
Installed hardware and software & ship to hospitals.
Edward Don and Company 10/92 - 10/94
Computer Operator:
Operation of Novell Network, HP3000, 48 series and IBM as/400.
Resolved computer control messages.
Performed system backup.
Monitored and controlled traffic.
SBAR’S 3/86 - 3/89
Bookkeeper/Computer Operator Assistant:
Processed accounts payable, accounts receivable, and general ledgers.
Weekly check run, bank reconciliation and customer service.
Performed daily operations of the IBM 34 & 38 systems.
TECHNICAL SKILLS:
MS Word, MS Excel, MS PowerPoint, MS Access, MS Project, and Visio
SharePoint
Managing Multiple Projects, Objectives and Deadlines
Writing for Results
Mercury Quality Center/ALM
DMS / IStream system
Highmark systems – Mainframe, Highview, DPATs, and ICIS
IBC systems – ROAM, MHS, and MDB
EDUCATION:
2009 – Present Delaware County Community College
Major: Computer Information Systems
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