Software Engineer Customer Service

Veronica Cornejo

**** ****** **** *** ****, Plantation, Florida 333**-***-*** 0298 ***.***@*****.***

Business Analyst

Profile

15+ years’ experience collecting and writing business requirements, writing software design documents, developing and implementing enterprise-specific software solutions for the educational, retail and governmental sectors, using Object Oriented Programming languages and relational databases

Solid understanding on System Development Life Cycle – SDLC as well as Agile concepts

Outgoing personality; flexible, team-player, and able to work with minimal supervision if required

Goal oriented and out-of-the-box thinking, uses the best practices to achieve goals on time and budget

Well-developed analytical skills, able to quickly master new technologies and systems

Strong customer service orientation, providing high quality service to internal and external clients

Able to recover troubled and challenged projects

Fluent in English and Spanish

Education

University of Chile

Bachelor in Computer Science

BA Courses

Business Analysis in an Agile World

Identifying and Managing Customer Expectations

Introduction to Business Analysis Planning

Communicating and Implementing Requirements

Leadership Essential: Leading Business Execution

Business Analysis and Essential Competences

Core Concepts in Business Analysis

TELUS Training

Multi Benefit and Drug Health Insurance Adjudication Systems

Sun Certifications

Sun Certified Web Component Developer for J2EE

Sun Certified Programmer for the Java 2 Platform

Technical Skills

Business Analysis

Power Point, Word, Visio, Snagit, Excel, SharePoint, Strategy Companion (Business Intelligence)

Analysis

Data Modeling, Data Mapping, Object Oriented Design

Languages

SQL, Stored Procedures, Java, Visual Basic

Application Servers

Weblogic, webMethods

Operating Systems

Microsoft Windows family

Databases

Oracle, SQL Server

IDE and Tools

TOAD – Interface to query Oracle databases

Security

SSL, Digital Certificate, PKI, Symmetric Keys, RSA, DES

Technologies

HTML, CSS, JSP, Smart GWT, JDBC, Struts, EJB, XML, Web Services (JAX-WS)

Career History

TELUS May 2006 To Dec 2016 – Mississauga, Canada - e Health

Business Analyst - Software Engineer

Company Profile:

TELUS Health and Payment Solutions is a TELUS division, leader in the Health Insurance industry. It has developed two adjudication engines and a payment system that gives support to the main Health Insurance companies. This division has also developed other systems for the health and financial industries.

business analysis responsibilities:

Facilitated requirements elicitation sessions

Produced Software Specification documents

Produced Power Point presentations for clients

Delivered presentations for internal and external clients

Worked in close collaboration with UCD (User Centered Design) team

Performed database analysis

Produced User Guide updates

Supported Quality assurance – QA, User Acceptance Test – UAT, and production environments

Supported internal and external clients

Promoted and led technical improvements

roles and projects:

Prime business analyst for Inquiry application

Inquiry is the single point of information for Client Services, Call Centre Staff, Business Analysts performing a Production Support role, Claim Assessors and Plan Administrators that work with Health Insurance systems

Inquiry provides information for Multi Benefits – Dental, EHC, H.S.A. and Costplus – and Drug adjudication engines.

Main projects:

Multi Benefits and Drug Integration projects

Inquiry Modernization Efforts

Inquiry Drug Claim simulation project involving Simulation and Drug Adjudication Engine components

Carrier Preferences for Multi Benefit and Drug systems

Programs: Preferred Product Pricing, Glucose Blood Test Strip, Prior Authorization

Medical Recommendations and Grace Period

Business analyst for DECM – Data Entry and Claim Management – application

User work flow improvement by allowing the capture of recipient data – essential for adjudication – in Inquiry and DECM applications using GAMA application.

Business analyst for eClaims application

eClaims allows the electronic data entry for Multi Benefits – Dental and EHC – claims

Main projects:

Electronic client acceptance of the eClaims provider’s agreement contract

Electronic enrolment for electronic payment. Collects and stores health provider’s electronic fund transfer information among other information

Business Intelligence project to report on health provider’s system adoption. This project involved Switch and Business Intelligence Cube components

Business analyst and lead developer for CPR application. CPR maintains the National Provider Registry that supplies information to various TELUS systems – WSIB system, Multi Benefit, and Business Intelligence – as well as external Clients.

Main projects:

National eClaims adoption phases I and II

Integration of WorkSafeBC in CPR involving web service component

Multi Benefit eClaims and Switch Engine Enhancements

Led the unification of provider’s work information improving data entry and data management processes

Creation of the XML provider file data for distribution to the health insurers

Automation of the load of CDA, ACDQ and denturist associations information into the CPR system

Breakaway Tours October 2005 to April 2006 – Mississauga, Canada - tourism

Business Analyst - Software Engineer

Company Profile:

Company oriented to provide travel services for high school, college and university students.

responsibilities:

In charge of the Travel Booking web application, delivering the 70% of IT support for the business.

This application allowed clients to book their trips, link their trip to friends through room reservation, specify start and end trip’s cities, including automatic cost modification, and perform electronic payment.

The application also allowed managing of client accounts where clients could see their booked trips, their payment status and buy available tours associated to specific trips.

Main Projects:

Electronic payment through web service with Moneris Solutions facilitating the payment’s collection

Web service to expose as produced, the changes of back-end trip prices in the static company web site

New web application to allow school teachers manage the allocation of rooms and busses for the students registered in the school trip booked with the company allowing Breakaway Tours a better use of their administrative resources

Obvious Solutions Inc. March 2005 to September 2005 – Hamilton, Canada - b2b software

Software Engineer

Company Profile:

Company oriented to produce and sell software security services to other companies

Main Projects:

Use of technologies for encryption, virus protection and programmatic email

Maintenance of C++ application to avoid expending in expensive external resources

Plug-in for MS Outlook using VB6 as part of DABRA client side solution

Maintenance of the main web application

Cardif S.A. January 2000 to May 2002 – Chile – multinational Insurance, Chilean Branch

Team Coordinator Co-ordinated two work teams in the development and implementation of this insurance company’s main operational application, using MS Project

Software Engineer Analyzed and developed marketing applications using VB, Oracle and MS SQL Server

Consulting Practice March 1992 to November 1999 – Chile

Software Engineer Sold solutions, collected and wrote business requirements, analysed, developed, implemented and trained enterprise-specific software solutions for the following companies:

KUMON S.A. – Education

August 1998 – December 1999

System to support the monthly payment and students material reports from KUMON Units to the Head Office

National Real Estate Registry – Government

January 1997 – April 1998

Sales system of Real Estate ownership certificates

PROMARKET S.A. – Financial Industry

June 1994 – October 1996

System that support the commission payment for the Bank sales teams

FRIGOSAM S.A. – Food Industry

May 1993 – July 1994

System to support FRIGOSAM sales team to food retail companies. The system provided operational and statistical reports. It also provided data synchronization – replication - between local notebook database and the company mainframe

Goodyear Ltd. – Service & Retail

March 1992 – April 1993

Customer service support system

Sonda S.A. May 1985 to December1991 – Chile - Largest systems development company in Chile

Sales Engineer - Banks and Financial Institutions Division

Responsible for promoting and selling financial solutions on behalf of Banks and Financial Institutions area Coordinated delivery and installation of those solutions. Responsible for overall customer satisfaction

Product Manager - Process Automation and Control Division

Responsible for the generation of service proposals and coordinated teams during their delivery

Software Engineer - Process Automation and Control Division

Acted as tem lead, analyzed requirements and developed software for devices using Assembly and FORTRAN. Developed among the most important:

IPV driver for VMS Operating System to be distributed globally

Control software for LED board

Control software for a high precision electronic scale

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