Customer Service Product Development

Kristine M. Kilsdonk

**** ****** ***** ****** *******, NC 27592 919-***-****

Email: **********@*****.***

RESULTS-PRODUCING IT BUSINESS ANALYST

Deliver Product Solutions for Multiple Site Projects

Analytical and innovative IT Professional who coordinates with teams to deliver projects on time. Served as a liaison between IT and business end-users by leveraging software programming and business acumen to fully assess operational needs and develop requirements that drive quality Software Product Development efforts.

Proven expertise in developing time-saving, customized solutions.

Customer-focused and adaptable to variety of work environments. Ability to work on multiple tasks while adhering to deadlines. Areas of experience:

-Software Testing - Report Development

-Oracle Database Support - Requirements Analysis

-Application Security - Functional Documentation

TECHNICAL SKILLS

Programming Languages Visual Basic, Visual Basic for Applications, SQL,

Functional knowledge of C++, Java, Javascript writing

Tools TOAD, PLSQL Server, MS SQL-Server Reporting

Services, Business Intelligence Development Studio, Visual Source Safe, Serena Dimensions, Team Foundation Server, Citrix, Visual Studio, Picasso (service ticketing system), Active Directory

PROFESSIONAL EXPERIENCE

Duke Energy (formerly Progress Energy) 2001 to 2016

410 S. Wilmington St, Raleigh, NC, 27602

Largest regulated utility by generation in the United States

IT Business Analyst 2012 to 2016

Developed numerous reports and supported solution throughout product lifecycle; requirements, design, development, maintenance, and testing. Member of product development team; utilizing methologies closely aligned with both the Waterfall and Agile application development approaches. Worked closely with application developers to support products post-deployment. Coordinated with network group to set up Active Directory fileshare access to folders and applications for users.

Led projects to migrate our applications from Windows Server 2008 to Windows Server 2012 r2

oSynchronized seamless migration efforts between end-users, DBAs, and application developers from testing phase to go live

Played a role in all phases of the Systems Development Life Cycle (SDLC)

oExperience with user testing requirements and protocol

Praised for superior customer service by consistently exceeding expectations

Commended for successfully coordinating several post-merger efforts to decommission or combine databases, servers, and applications within time constraints

Database and Financial Specialist 2001 to 2012

Created complex summary reports, distributed to executive board, various department heads, and senior staff associates. Responsible for data-integrity of Oracle databases. Met with IT group and external vendors to assess business needs when new product was required.

Recognized for exceptional efficiency improvements of numerous practices primarily with accounting group

Identified by Continuous Business Excellence (CBE) representative as a delegate to generate automated processes to replace repetitive tasks

Developed hundreds of innovative Excel VBA macros to query (web or SQL) specified data, then format as requested

Wrote batch files to run overnight scheduled tasks

NC Department of Environment and Natural Resources 2001

Archdale Building, Raleigh, NC 27602

Helpdesk Support and Database Analyst/Developer

Developed an Access database used to keep track of mainframe user ID numbers. Assisted users with various MS Office, state-wide email systems, and password problems. Helped my manager make minor HTML modifications to a future DENR website.

Coram Healthcare 1996 to 1999

Morrisville, NC

Reimbursement Coordinator

Ensured all billable revenue was invoiced in a timely fashion according to guidelines set forth by our contracts with health insurance companies.

Advised other reimbursement specialists in department when accounting difficulties arose

Prudential Insurance Company 1988 to 1996

Milwaukee, WI

Senior Medical Claims Examiner

Reviewed group health insurance claims and disbursed claim payments if all eligibility requirements were met. Investigated claims for medical necessity and pre-existing conditions if needed.

Volunteered to mentor new employees after he/she completed the intracompany training program

Frequently assisted other examiners with claim processing issues

EDUCATION & QUALIFICATIONS

AAS, Computer Programming, Wake Technical Community College, Raleigh, NC

Certificate in Database Programming

Dean’s List and President’s List

Nominated for All-American Scholar Collegiate Award

Inducted into Phi Theta Kappa International Honor Society

AAS (ongoing), Business Administration, Wake Technical Community College, Raleigh, NC

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