LaTasha N. Ulmer

Columbia, SC *****

C:803-***-**** E: ad1j3q@r.postjobfree.com

PROFESSIONAL SUMMARY

Summary Information: Information Technology Help Desk Support Skills (laptops and desktops Solid Leadership and Management skills, Facilitation Skills, Communication, Interpersonal Skills, and Team Building, Training Skills) Business Process Re-engineering, Problem Solving Techniques, Critical and Analytical Thinking Skills Highly self-motivated, innovative, detailed-oriented and seeks out opportunities to take on new challenges.

SKILLS

Technical Summary:

Microsoft Windows, Novel, MS Project, MS Front Page, MS Office Suite (Word, Excel, PowerPoint, Access), MS Outlook, Structure Query Language (SQL), System Analysis and Design, Digital Subscriber Line (DSL), Java Script, RACF, JIRA, ITIL Service Management, Unix, Autosys

Leading team operations

Testing and maintenance

Leadership abilities

Operating system testing

Quality Assurance (QA) Testing

Project Management

Program Operations

Technical Expertise

Documenting

Business management and development

Organizational and time management skills

Data collection and management

Technical Summary:

Microsoft Windows, Novel, MS Project, MS Front Page, MS Office Suite (Word, Excel, PowerPoint, Access), MS Outlook, Structure Query Language (SQL), System Analysis and Design, Digital Subscriber Line (DSL), Java Script, RACF, JIRA, ITIL Service Management, Unix, Autosys

Leading team operations

Testing and maintenance

Leadership abilities

Operating system testing

Quality Assurance (QA) Testing

Project Management

Program Operations

Technical Expertise

Documenting

Business management and development

Organizational and time management skills

Data collection and management

WORK HISTORY

BUSINESS ANALYST III/HELPDESK QA LEAD 09/2020 to Current

The State of South Carolina

Collaborate with agency and project teams to define and develop test strategy based on SAP ASAP/Activate methodology

Defined and enabled test data framework that allows for a robust manual and functional test approach

Work to improve quality standards on Quality Helpdesk as new changes are implemented

Define and enable test data framework that allows for a robust manual and functional test approach

Play transformational role in organizing, assessing, and improving the maturity of testing processes and workflows

Provide technical expertise and leadership throughout testing life cycles

Work with the project, change, release, and integration management team members to incorporate their tasks and projects into the overall testing strategy.

Self-motivated, with a strong sense of personal responsibility.

Skilled at working independently and collaboratively in a team environment.

Proven ability to learn quickly and adapt to new situations.

Demonstrated respect, friendliness and willingness to help wherever needed.

Excellent communication skills, both verbal and written.

PRODUCTION SUPPORT ANALYST L1.5 04/2020 to 08/2020

CGI, Government

Planning and execution of change, problem, incidents, production processes, controls, and service requests

Provided Mid-level end-user support which may include providing system administration assistance, coordinating stakeholder discussions, updating user documentation, or conducting training

Managed medium-high complexity task and activities that require subject matter knowledge regarding general application and infrastructure support (incident, problem, change, problem management, controls, monitoring production processing) and ITIL framework.

Identified manual processing deficiencies and instituted automation techniques.

Self-motivated, with a strong sense of personal responsibility

Proven ability to learn quickly and adapt to new situations

Worked effectively in fast-paced environments

Excellent communication skills, both verbal and written

Proved successful working within tight deadlines and a fast-paced environment

L1 IT SUPPORT SPECIALIST/APPLICATION ANALYST 05/2015 to 04/2020

CGI

Utilized Active Directory for provisioning and security accesses

Reviewed reports in Active Directory to track users access information for audit purposes and to monitor users logged onto different servers and databases to verify security access credentials

Responsible for providing IT and End User support for applications support

Updated user training documentation and conducted training

Received and handled incidents for support following agreed upon processes and procedures

Ensured that Incident Management data is tracked from conception through closing

Kept track of changes as per agreed upon processes and procedures daily

Responsible for change management process using the Information Technology Service Management (ITSM) tools

Collaborated with various groups of change coordinators and support (project and production environment)

Provided quality assurance for changes in compliance with approved business processes policies, and procedures

Active participation in working sessions on new processes, procedures, and standards

Provided assessments and recommendations when procedures are not in compliance

Generated and distributed standard and ad-hoc reports

Followed-up on post implementation and closure activities for completed changes and incidents.

Supported daily operations and system maintenance procedures

Assisted in identifying gaps between business requirements and application capabilities and recommend action steps

ACCOUNT MANAGER 01/2015 to 02/2015

Aflac Group Insurance, Randstad

Represented Aflac Group Insurance as account contact to clients and field force representatives; acts as a liaison coordinating activities with various internal departments and the account (customer) to ensure effective and efficient implementation and administrative setup of large accounts as it relates to the data upload

Ensured requirements for initial account setup and re-enrollment activities are met; consults the field force onsite on account requirements; travels on demand to work with clients and to establish rapport; maintains constant communication with field force to ensure proper management of accounts; communicates with clients to ensure satisfaction and troubleshoot problems

Developed and monitors the testing of new ideas to increase service efficiency and persistency initiatives; gathers, organizes, and prepares data for monthly operational control report and completes analytical reports for executive management; conducts/facilitates presentations to current and prospective large and/or payroll accounts; visits accounts as necessary to resolve service issues or secure business relationship

Assisted in formulating a budget for account area and then operates within authorized budget; produces tracking reports for accounts; works on any other special projects

Prepared and extracted information using various software systems

Communicated data inquiries to management to provide information for improvement of overall service, risk exposure, review and assess existing work processes and recommend process improvements.

ENROLLMENT SERVICE COORDINATOR 09/2014 to 01/2015

Aflac Group Insurance, Randstad

Validated enrollment site for compliance with group underwriting and state specific guidelines for issuing new business

Validated required data gathered for wellness, accident, and hospital indemnity

Utilized Active Directory for provisioning

Maintain databases for quality control and data integrity

Prepared and extracted data information using various software systems

Served as Liaison between group implementation coordinators, compliance department, and enrollment vendors to ensure enrollment sites were within compliance and the group offering guidelines

Tested enrollment system software executing various test cases as insured perspective, tested screen navigation, business process flow and look and feel of the system for ease of use in meeting the needs of group accounts

Provided testing results and feedback to the vendor of defects and necessary system enhancements and/or updates

Provided back-up coverage for other teams as required

Communicate inquiries to management to provide information for improvement of overall service, risk exposure, review and assess existing work processes and recommend process improvements.

EDI OPERATIONS ANALYST III/DATA ANALYST 04/2012 to 07/2013

Palmetto GBA

Utilized RACF and Active Directory run reports

Assisted Medicare Providers, Software Vendors, Billing Services with high end resolution of application (HyperTerminal, GPNet), Hardware (PC peripherals, asynchronous dial up modems), and software issues (PC Ace Pro 32, PC Print, Medicare Remit Easy Print),

Processed Medicare EDI enrollment forms for numerous Medicare lines of business (Railroad Medicare, Jurisdiction 11, etc.)

Assisted management with maintaining and at times surpassing terms of Service Level Agreement with the Centers for Medicare and Medicaid (CMS) by answering between 85-100 calls per day

Assisted team with implementing key measures and process improvements.

Identified, analyzed and interpreted trends or patterns in complex data sets

Designed and implemented tools to support strategic value chain optimization initiatives

Analyzed data to identify root causes of problems and recommend corrective actions

Created dashboards to monitor and track key performance indicators

EDI HELPDESK SUPPORT TECHNICIAN II 12/2007 to 04/2012

Blue Cross Blue Shield of South Carolina

Utilized RACF and ran reports

Utilized Active Directory for provisioning, security accesses, and running reports to audit users in all servers and databases

Facilitated the translation and documentation of BCBSSC Customer system support requirement specifications into proper operational requirements for the Service Desk including new tools required to support Medicare, TRICARE and providers/customers

Performed system testing for the Knowledge Base/Desktop Enhance Project providing direction for the three TSC Service Desks, determining TAPS (Type, Area, Problem, Solution) and providing approvals for Knowledge Base Articles

Analyzed current departmental processes and recommend/implement reengineered processes to increase team efficiency

Recognized, assessed, and managed program/project issues and risks; communicated findings to TSC management for effective decision-making

Developed and coordinated Service Desk training and system testing sessions for new and current employees to ensure that call goals are attained, and service levels are improved

Develop test plans and test cases for successful user acceptance testing on behalf of the TSC

Assumed leadership when management was not available along with training staff in performing job functions effectively

Provided first-level telephone technical support for BCBSSC customers and generated problem tickets along with assisting second-level support with resolution efforts

Troubleshooted and resolved computer or network problems while responding to end users request involving application and/or networking problems

Verified claims submitted electronically, restored reports from electronic claims and verified enrollment for electronic billing

Performed Service Desk Team ticket evaluation and analysis to ensure that all is documented effectively promoting increased quality of all tickets generated

Maintained effective knowledge on new and emerging technologies that impact BCBSSC's technical environment

Facilitated efforts on the Team Training Project to ensure team improvement of metrics of handle time and first call resolution while maintain support center consistency.

SWIFT SECURITY OFFICER 6/2012 to 9/2013

WELLS FARGO

Ordered BICs, submitted request e-forms through the Secure Channel on the swift.com for new SAG, SAA, and MQ licenses

Opened cases with the SWIFT desktop support

Created and recovered new/expired certificates

Utilized Active Directory for provisioning and granting security access.

Skilled at working independently and collaboratively in a team environment

Proven ability to learn quickly and adapt to new situations

Worked well in a team setting, providing support and guidance

Worked effectively in fast-paced environments

Managed time efficiently in order to complete all tasks within deadlines

Demonstrated respect, friendliness and willingness to help wherever needed

Excellent communication skills, both verbal and written

SWIFT ALLIANCE ADMINISTRATOR/RMA

Wells Fargo

Researched and automation support including collecting statistical information regarding messages, branch, BICs,, Correspondent banks, working load, user profile/unit/feature info, etc

Which are implemented by using VBA, Excel, SIDE and SAA GUI

Utilized Active Directory for provisioning and granting security access

Supported projects including life cycle implementation on SWIFT system server

Starting from FSD, executed implementation plans, implemented routing rules change, tested environment setup and QA testing support, created CR ticket and verification meetings, and production implementation

Provided daily on-call support including message and system issue support, user accessing issue support on multiple application systems such as SAA, SAG, SIDE, and Tibco, RMA inquiring and testing support, LT connection support and weekend gaps synchronization, etc.

EDUCATION

Limestone University - Gaffney, SC

Business Administration – Management, Expected in 12/2024

Midlands Technical College IIBA Certificate in Business Analysis

Business Analyst, 03/2020

University of Phoenix - Columbia, SC Some College (No Degree)

Information Technology

Midlands Technical College - Columbia

Business

Fairfield Central High School - Winnsboro, SC

06/1998

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