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Customer Service Active Directory

Pittsburgh, Pennsylvania, United States
January 10, 2017

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Seeking long term role, willing to travel up to 10% for right job match. What I have to offer is developed skills using Active Directory, RACF/TSO, SQL, MS Word and MS Excel. Adaptable to new software environments.

Natural talents are sharp focus, diligent problem solver, enjoys analytical assignment, and a thinker outside the box. Enjoys complex test script testing, analyzing data and creating reports. Strong skills finding and resolving data errors. History of Customer Service and Data Analysis Support in healthcare sector, including electronic billing help desk support and application test analyst support.

EXPERIENCE Self-motivated team player that strives for above average outcomes.

Highmark 10/2015 – 12/2016

Business Technical Analyst (CelerityIT) 8/2016 – 12/2016

Elicit and write quality requirements and participate in IT requirements walkthrough to support data solutions. Co-Create Agile test cases and complete mock, negative, and user acceptance testing (UAT) in development, testing, and pseudo prod environments. Conduct quality assurance reviews of data mapping documentation for multiple data transformation projects. Collaborate with Agile team to complete UAT in support of process and coding issue resolution. Validate large data sets from outside customer into Highmark test environment.

Business Technical Analyst (CelerityIT) 10/2015- 7/2016

Worked in a team environment that supported the web portals.. As issues were reported as enhancements or defects within the web portals worked to replicate these issues. Documented the reported enhancement or defects thoroughly to assist the development team to perform necessary code changes. Also supported releases and in the production environment to verify data.

Thomson Reuters 8/2014-8/2015

Support Analyst (Oxford Solutions)

Tier 2 Support to Help Desk for EBilling HUB. Company supported over 200 law firms worldwide. Made appropriate changes to xslt coded transform or validation files to resolve issue. Tested change in test environment, then passed file to Tier 3 to move file into production. Project term 1-year assignment.


QA Functional Test Analyst (Ciber, Inc) 7/2011 - 11/2011

Was responsible for test execution and reporting using IBM Rational Tools. Ensure test results and metrics were collected and reported. Met standards and processes established. Other functions included:

Ensured appropriate coverage of application functionality in the various test plans and test cases

Wrote functional test plans/scripts to ensure proper design functionality in accordance with test plan objective

University of Pittsburgh Medical Center 12/1989 – 11/2013

[Various IT roles, differing functions and departments]

Client Analyst 3/2012 – 11/2013

Analyze operational settings independently while establishing priorities and following through on solutions. Made analysis of data supplied from queries/reports. Create queries using Microsoft Access 2007 against existing database.

HIM Quality Analyst 1/2012 – 3/2012

Assisted management with the Health Information Department investigating erroneous and/or commingled\medical records in hospital clinical environments and also repository areas and reconciled composite data and compiled Reports for management’s clinical review.

Systems Analyst 06/2008 – 10/2009

Used HEAT and ONYX Customer Support System to record customers issue(s). Wrote and tested software by writing SQL statements to investigate end user issues. Collaborated with Customer and internal staff to investigate issues and work with developers, if needed, to resolve issues. Assist technical writers with clarification of technical documentation to end user readability. Worked in replicating of problems encountered by the customer when reported by them. Performed WebEx sessions with real-time desktop sharing in order to assist in resolving problems they were experiencing.

Systems Analyst 9/2004 – 6/2008

Learned and implemented Identity Management System (IMS) also testing procedures to certify that the developers have written code that is bug-free and functions correctly. Tested software by writing SQL statements using SQL Query Analyzer to test developers test scripts and resolve problems reported by customers, beta test automated account creation process as developed. Performed Remote Support of UPMC network using ACE/Serv Administration for Windows. Worked with Active Directory on a NT v5/0 platform. Worked with RACF for users to gain access to specific clinical application needed for patient care

Data Security Analyst and Account Administrator 10/1998 – 9/2004

Created network and application accounts either manually or tracking through automated processes, and managed the active directory, and local applications. Resolved security issues and provided backup security administration for over 50,000 domain users and 10,000 mainframe users. Developed account administration policies, procedures, guidelines and processes governing the consistent efficient administration of accounts for all UPMC Heath System information systems. Worked on the coordinated the account administration documents and forms.

Data Specialist 12/1989 – 10/1999

Entered and verified data of test results provided to me by technologists in required areas of database. Assisted in typing up federal grants, as required. Ran reports using SQL based on user specifications provided. Processed purchase order requests by ordering supplies internally and using external vendors

Miscellaneous, Greensburg, PA

Route 66 Shop N Save; Greensburg, PA 1/2011 – 7/2011, 2/2014 – 7/2014

PACE Transportation (SeniorLife); Greensburg, PA 2/2014 – 7/2014


Westmoreland County Community College, Youngwood, PA

Computer Technology-Associates in Applied Science

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