Qualifications Summary

Well-qualified and focused professional with over 10 years of Information Technology (IT) demonstrated experience in IT Service Management, IT Audit, Quality, and Business/IT Governance. Results oriented team player with significant success leveraging stakeholder relationships resulting in highly satisfactory client-focused solutions.

Able to establish and sustain strong, positive business relationships with clients of all levels to ensure project quality, efficiency, and overall customer satisfaction.

Commended for the ability to work independently or as part of a team while achieving critical deadlines during projects and IT audits.

Recognized for exemplary performance and significant project contributions.

Professional Experience

Health Care Service Corporation, Blue Cross and Blue Shield of Illinois, Oklahoma, New Mexico, MONTANA, and Texas

Service Level Management 2017-Present

Managing and monitoring Service Level Agreements for IT Infrastructure Vendor

Track, verify, and validate service performance levels and data provided by the vendor

Review monthly dashboard and submit SLA exceptions to IT process owners for approvals

Facilitate monthly meeting with IT process owners to review monthly reports and dashboard for any discrepancies

Prepare Key Performance Indicator (KPI) reports to continuously monitor, govern and improvement the business of IT

Provide daily and weekly reports to IT management

Hold weekly meetings to communicating performance and offer suggestions regarding areas of improvement

Identifying areas of improvement for reporting, analysis, and data quality

Health Care Service Corporation, Blue Cross and Blue Shield of Illinois, Oklahoma, New Mexico, MONTANA, and Texas

Process & Change Management Specialist 2005-2016

Supported Information Technology Service Management (ITSM) ownership and governance for Incident Management, Problem Management, Change Management, Release Management and Service Level Management

Proved support to key audit process to establish robust governance around IT service management process

Prepared and maintained Service Level Agreements

Managed and tracked Availability of our critical systems

Measured, monitored and report on Service Level Agreements

Produced reports on service performance and achievement between the business and IT provider

Performed Service Reviews with business and IT provider

Participate in Monthly Data Reconciliation process between Business and IT

Reviewed and updated Service Management process and Service Level Agreements

Participated in Production Reliability meeting

Participated in Change Advisory Board meeting

Health Care Service Corporation, Blue Cross and Blue Shield of Illinois, Oklahoma, New Mexico, Montana and Texas

Financial Analyst 2004-2005

Recommended financial resolutions according to Generally Accepted Principles (GAAP) and Statutory Accounting Principles (SAP).

Utilized Microsoft Excel and Microsoft Access to prepare discrepancy reports

Served as an inter-departmental resource for various departments

Assisted with assembling Standard Operating Procedures for Self Bill Department

Prepared and present training materials to newer associates to the Self Bill Department

Performed testing and test planning for Info Center Database and the Self Bill Application Tool

Health Care Service Corporation, Blue Cross and Blue Shield of Illinois, Oklahoma, New Mexico, MONTANA, and Texas

Membership Account Analyst 2002-2004

Provide all levels of management with useful and accurate financial information on a timely basis via verbal communication or documentation. Record journal entries and ensure the accuracy of information through monthly analysis and reconciliation of assigned balance sheet accounts. Determine adjustments required and prepare journal entries for related account activity. Answer customer’s questions regarding any changes to their benefit plans.

Performed Account analysis of monthly reports and statements to determine inconsistencies and suggest necessary changes per Generally Accepted Principles (GAAP) and Statutory Accounting Principles (SAP)

Earned advanced responsibility on the Blue Star cash reconciliation project

Reconciled payments, premium allocations, and collections

Verified all ledgers and maintenance activities are allocated accurately

Initiated collection of delinquent accounts when appropriate

Monitored assigned subscriber groups, adjust payments, transfer cash between accounts and issue refunds as needed

Earlier Career

Cash Management § Centers for new horizon, Chicago, IL § 1997-2002

Accounts Receivable Clerk § Culinary Foods, Chicago, IL § 1993-1997

Education

Bachelor of Science in Computer Information Technology - 2001

DeVry Institute of Technology, Chicago, IL

Associate Degree in Business Administration - 1993

Harold Washington College, Chicago, IL

Certifications

§ ITIL v2 Certification § ITIL v3 Certification § ITIL Practitioner Certification

Computer skills

§ Microsoft Office 2003, 2010 (Excel, Word, PowerPoint, Access, Project,) § Lotus Notes

Microsoft Office 365 (Outlook, Teams, Excel, Word, PowerPoint, Access, Project)

ServiceNow

Tableau Desktop

Sharepoint

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