Business Analyst

Richard Martinez

** **** ****** *********, ** ***67

908-***-**** *********@*****.***

SUMMARY OF EXPERISE AND EXPERIENCE

A progressive professional with 20+ years experience managing, developing & supporting Domestic, Cellular and International Telecom Billing.

A project-oriented individual that has excelled in the areas of management/administration, requirements gathering, analysis, design, testing, implementation, Revenue Assurance (root cause analysis/error resolution and documentation).

Possesses excellent interpersonal skills, is a team player and has a demonstrated ability to interact with all levels of management.

RELEVANT EXPERIENCE

Jan 2009 – Oct 2014 Senior Consultant – CGI

AT&T – Billing Process Engineer supporting Domestic and International billing of customers in the following areas JRD requirements, Business Scenarios, UAT, ORT, L3 process flows, L4 procedures, Training of the testers, trainers, Lifecycle – Monitor and resolve issues. Developed the following tools: Customer Information Form (CIF) used by Sales in gathering customer billing information, discount, proration, Class of Service (MRC), Regulatory Fee calculation tools and Accuracy Tracking report using excel, these tools are used by the Billing Ops and CARE groups in resolving customer billing disputes. Billing SME responsible for resolving billing disputes resulting from Contract, Ordering, and provisioning errors.

July 2006 - Jan 2009 Senior Business Analyst – Adea Solutions

AT&T – Identified the need and created the system/report requirements to display customer products billed by sub account. This effort streamlined the search process by allowing the customer reps to enter a customer billing number in FMC (Find My Customer); an on-line report is generated showing the associated billing number(s)/biller(s) for the customer. This process will reduce work time by 25%+ in performing customer inquiries and adjustments.

Supported the migration of Selected Cellular customers from the wireless billing system to the wire line billing system to allow integration of mobile and wire line services on one bill. As a billing SME participated and provided billing process requirement s on JRD, SDRD sessions, responsible for development of test cases, validation/documentation of test results, system test/user acceptance sign off lead, root cause analysis and resolution of all billing issues related to UAT, ORT CI and Life cycle bills.

Dec 2003 – July 2006 Senior Business Analyst - SBI (Enteris)

Verizon - designed reports and results matrix to track the cost saving and the volume of Business customers migrating to paper free billing, identified/documented an accelerated process to move customers to Paper Free billing.

AT&T - supported the implementation of Business Voice over Internet Protocol (BVoIP) in the following areas: Created level 2 and level 3 system flows and process flows for Customer Service Support. Identified/created UAT test cases to support provisioning and billing of the various service offerings, created bill mockup’s to be used as a guide for the UAT bill validation process.

AT&T - Supported the Supplier Management organization in reconciling and resolving over $5M in Accounts Payable err. As the cross-organizational liaison and e-procurement SME, analyzed and resolved any disputed invoices, and processed payments thru the e-procurements system.

Verizon - supported the International billing team in identifying and resolving billing problems/issues with TeleMex Cellular. As the billing SME attended conference calls with Verizon/TeleMex and provided direction in identifying areas of revenue leakage, how to reconcile usage files and the creation of tracking reports between applications.

July 1996 – Dec 2002 Senior Business Analyst - EDS

Verizon Wireless - Business Analyst responsible for creating the initial overall project plan and the analyst project plan for the coordination, migration, and UAT of 6M GTE Wireless customers. Data mapping of customer service plans, customer account and billing information from the GTE biller to the Verizon wire less billing system. Additional responsibilities included: managing the analyst team/project plan, managing the test team, performing data/root cause analysis and bill verification to resolve conversion billing issues. Created system requirements, and implemented the migration of bad debt customers from the existing collections system to the target collections system.

AT&T - Developed the system requirements, data mapping, and detail design document to convert and reformat the Business Local Integrated Support System records into the Order Management System record formats.

Verizon - Developed system requirements, data mapping and detail design document for translation of cellular, pager and internet charge records into EMI formatted records enabling Bell Atlantic to offer consolidated billing of Local, LD, Cellular, Pager and Internet services on one bill. Additional responsibilities included: Billing SME, development of RFP’s to support new enhancements to billing system, JAD sessions, development of test cases, validation/documentation of test results, system test/user acceptance signoff coordinator, root cause analysis and resolution of all billing issues related to test or production bills.

Sprint PCS - Developed the billing system requirements, performed vendor billing system compares, documented and reported results to Sprint Senior management for billing system selection. Billing SME/Liaison responsible for resolution of internal and vendor billing related issues. Developed and implemented billing support procedures to ensure accurate and timely billing practices. Procedures developed in areas of Bill Verification, Rate Verification, Message Error Investigation and Correction, Credit Card Charge Back Process and Report Distribution.

July 1978 – Nov 1996 Manager – AT&T

AT&T International Billing responsible for implementation of multiple International Calling Card programs in support of the International Markets segments. Developed billing system requirements to ensure accurate billing of enhanced/new services and served as the billing SME supporting the inbound and outbound card offerings, prepared, drafted and submitted RFP’s as required to various vendors. Additional responsibilities included development, training and management of Revenue Assurance Group in support of Bill Verification, Rate Verification, Message Error Investigation and Correction, Credit Card Charge Back Process and Report Distribution, and development and maintenance of M&Ps to support the Revenue Assurance Group. Root cause analysis/resolution of International message errors by the AT&T billing system. Served as the internal billing SME/Liaison on all billing issues, interfaced with AMEX, MasterCard, VISA and Foreign Administrations to resolve/reconcile accounts receivables for message billing by AT&T.

Data Analyst - AT&T Billing, analyzed the integrity of LEC, ICO and AT&T recorded & rated message data to ensure accurate customer billing for AT&T’s Billing, Rating and Recording take-back projects. Provided data analysis, documentation and resolution on errors encountered during data review to the LECs/ICOs and AT&T. Documented, reported and resolved billing errors encountered during bill reviews of AT&T customer bills generated by the LEC’s/ICO’s. Designed and coded using SAS, various system programs which increased the data analyst productivity by 50%. Additional responsibilities included training new analysts in the use of SAS, TSO and File-Aid applications and conducting weekly data analysis workshops.

Manager Revenue Assurance managed 2 supervisors and 20 clerks in performing the various billing support functions needed to ensure timely and accurate billing of AT&T business customers. The billing support functions included AT&T/LEC Bill Verification, Bill Compare, Held/Revised Bill verification and Rate Verification. Created and maintained all Methods and Procedures in support of all billing functions. Developed using Lotus macros, a program to mechanically validate the SCANLINE on customer bills, this reduced the SCANLINE validation effort by 90%.

Manager/System Administrator managed the development and maintenance of the Profit Planning System for AT&T-Information Systems (this was the official budget and tracking system). Supervised 3 programmers, developed and maintained user training guide, managed user ID’s and trained new users on the budget tracking system. Also, developed system requirements, data mapping and test plan to integrate the AT&T Technology financials into the AT&T parent company financial system.

Manager Finance, responsibilities included coordinating, implementing and controlling the Capital and Expense budgets for the Product Management & Development Division. Responsible for creating and distributing monthly budget verses actual variance reports/explanations to the Division Controller and Senior Management. Designed and implemented the use of various spreadsheets for reporting executive level expenditures. Developed macros for generating “what if” scenarios and created the five-year budget forecast model. Developed a profitability model for measuring Marketing branch profitability and mechanized the manual sales tracking functions reducing time performance by over 50%.

Education

Utah Technical College - A.A.S., Accounting 1973

U.S. Marines, Honorable discharge 1972, decorated Vietnam Veteran

Technical: MS Office Suite – Word, Outlook, Excel, Access, PowerPoint, Project, VISIO

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