Gwendolyn Rena Hall

**** ***** ****** **** #***

Charlotte, NC 28273

704-***-****

Objective: To obtain a challenging, growth - oriented position with a progressive company where my experience and education will not only be considered an asset but a foundation on which to build.

Technical Skills:

• LAN / WAN environments Windows 2003 / 2000, Windows NT 4.0, Pathworks, Novell NetWare 3.11/3.12 Servers. Configuration of DHCP, TCP/IP, DNS, WINS, RAS, Active Directory, PDC, BDC, and various aspects of Network Connectivity (Copper, Fiber, T1, Frame Relay, ISDN, CSU/DSU, Firewall, Routers, Switches, Hubs, Gateway, Wireless Bridges, CAT5 cabling, 66 / 110 punch-down blocks, digital / analog voice cards). Working knowledge of Citrix,Terminal Services, and VPN.

• Hardware - PC's and Servers (Dell, Compaq, Gateway), Notebooks, Printers (HP, Kyocera), Modems, Hard Drives, Floppy Drives, NIC, Memory, CD-ROM, CD-RW, network Fax and Copier equipment.

• Operating Systems - Microsoft Windows XP, 2000 Professional, NT 4.0, 95/98, 3.x, MS DOS 5.0/6.22

• Telecommunications Administration - Avaya (formerly Lucent) Definity ECS Telephone (PBX) system and Definity Audix Voice Messaging system; IWATSU ESNA OfficeLinX, CTI, Taske ACD network integrated (via TCP/IP) Telephone system; AT&T Merlin Legend

• Software / Applications Microsoft Office, Internet Explorer, Exchange 5.5, SMS 2.0, Outlook 98 / 2000, SAP R/3, Help Desk Expert, Remedy, Vantive, ADP, ETime, Kronos, Reflections, McAfee and Norton Antivirus, Pervasive SQL 2000i, Kewill MAX ERP, Great Plains Dynamics, Crystal Reports, Veritas Backup Exec, Diskeeper, Microsoft SQL 2000, IIS 5.0, Metasolv TBS / M6; CSG; ICOMS.

Experience:

Charter Communications / Spectrum Charlotte, NC

Technical Analyst II, Billing Operations Production Support 2018 -present

Responsible for providing production support for the ICOMS billing system and 3rd party applications running on the IBM Power platform (IBM AS/400 and iSeries hardware and OS V7r1).

Provide ICOMS application support, system and batch process monitoring, production deployment of custom programs, job scheduling and automation, and application of software upgrades, hyper fixes, and data fixes.

Utilize automated solutions from Help systems such as Robot Schedule, Alert, and Reports

Utilize Aldon's LMI software for change management

Work with the release management team to ensure that milestones are met for configuring and updating environments

Implementation of ICOMS software upgrades, hyper fixes, and data fixes in production and non-production environments.

Management of ICOMS environments for development, testing, training, projects, and all other non-production environments. Includes creation, refreshes, and database maintenance.

Deployment, monitoring, maintenance, and support of billing and 3rd party applications required to support billing.

Custom code migration to production using the Aldon Lifecycle Manager application.

Participate in department on-call rotation.

Charter Communications / Spectrum Charlotte, NC

Technical Support (Commercial) Rep 1 2017 -2018

Handle inbound technical support calls from Business Class customers for:

oInternet Connectivity via COAX

oEmail

oDigital Phone features/call completion issues

oVideo Products

Work independently and in teams to ensure the success of Spectrum Business.

Understand customer needs and expectations on every call to ensure an exceptional customer experience

Receive and respond to a high volume of telephone support inquiries

Utilize available resources to ensure customer satisfaction and retention

Educating customers with knowledge empowering their ability to solve similar technical issues in the future

Initiate customer education opportunities regarding existing products and services to drive awareness of future solutions

Document all pertinent information using the appropriate call-tracking system, CSG, ICOMS

Reinforce customer retention through exemplary problem solving and service

Talent Bridge (The Lash Group) Charlotte, NC

Copay Card Payment Analyst / Patient Case Coordinator 2016 to 2017

Responsible for ensuring the payment entry is completed accurately and timely as well as all necessary research is done promptly in Nextgen.

Responsible for identifying correct amount due or insurance denial based on the explanation of benefits received.

Reimbursed patients for out of pocket expenses incurred on specific drugs following policies and procedures.

Responsible for customer service and case management.

Processed incoming enrollment forms for patient Copay Card and Reimbursement Foundation programs.

Follow up via phone and/or fax for missing enrollment information.

Identified other sources of health care coverage for patients through queries and use of PatientPlus database

Windstream Communications (formerly PAETEC, USLEC) Charlotte, NC

Data Implementation / VPN Engineer / Data Translations Specialist 2005 to 2015

Provide Tier II support for all business data service issues.

Configure, test, turn up and troubleshoot new and MAC requests for MPLS VPN, Frame Relay, and Internet services. Daily configuration of TCP/IP for Internet (MLPPP), MPLS VPN (OSPF, Static, and BGP routing protocols), and blended port MFR (used to share bandwidth between multiple services (Internet and MPLS, MPLS and VoIP, Internet and VoIP) distinguishing packet types with QoS.

Responsible for business VPN and Internet service connectivity to the Corporate Cisco 650x switches, Juniper ERX edge, Juniper M20, Cisco 750x, and Adtran 6x / Netvanta 3200 routers as well as support Frame Relay utilizing the Lucent NavisCore NMS to manage the Lucent CBX500 core switch.

Provide assistance with the configuration of customer equipment.

Configure Metro Ethernet services to the customers' site via stack vlan and those co-located in remote Operations offices on Cisco 6503 switches and Juniper ERX routers.

Coordinate the provisioning and technical support of Data Network facilities, components and associated activities.

Provision customer virtual circuits, TCP/IP Routes, DLCI assignments and other data switch software components of the Corporate Data Network.

Assist Data Network Engineers in maintaining an inventory of Data Network components for facility equipment capacity management.

Assist account managers with proper processes and procedures of order submittal and work flow.

Respond to requests from other departments in regards to the availability of Data Network facilities, system components and related provisioning intervals.

Assist with distributing orders to co-workers.

Assist with maintaining the Data Engineering cut calendar.

Create and setup Data Network Statistical reports for customers.

Maintain the Juniper ERX and CBX audits.

Schwab Retirement Technologies (formerly TrustMark) Charlotte, NC

Technical Consultant 2002 to 2004

• Installation, implementation and support of client-server Web-based (including ASP, XML, XSL, HTML) 401K Retirement Plan Recordkeeping and Call Center software applications utilizing Microsoft SQL 2000 and Pervasive 2000i databases.

• Responsible for maintaining pre-deployment lab environment and setup prototypes of ASP solutions.

• Identified, researched, and resolved advanced level technical issues.

• Installed and configured client hardware, software and networking infrastructure components.

• Provided advanced technical support and consultation to pension administration software clients.

• Responsible for investigating system issues and working with the technical analyst and developers to design, test, implement system enhancements, correct problems, and improve functionality.

• Represented Professional Services division on the Disaster Recovery / Business Resumption team.

Britax Child Safety, Inc. Charlotte, NC

Information Systems Network Administrator 2000 to 2002

• Provided support of multiple servers/ workstations in a Windows NT environment including Kewill MAX ERP on Pervasive SQL, Great Plains Dynamic Accounting package and ADP payroll application on Microsoft SQL servers.

• Administered Comdial and IWATSU (ESNA OfficeLinX CTI and Taske ACD) Telephone systems.

• Purchased all computer and telecommunication equipment including servers, workstations, laptops, printers, software licenses, cellular telephones, and fax machines.

• Primarily responsible for configuration, installation, maintenance, and diagnostic support of all PC hardware, software, and peripheral devices.

• Responsible for network connectivity (cabling, installation and support of 100 Mbps switches with fiber modules, T1 router with firewall, support wireless bridge and configure TCP/IP static addressing and dynamically assigned using DHCP).

• Technical point of contact for all vendor related issues.

• Created / administered user accounts, create shares and set permissions on Windows NT 4.0 servers as well perform nightly system backups.

Stabilus Gastonia, NC

MIS End-User Services Supervisor 1997 to 2000

• Provided Technical / End-user Support for 380 workstations.

• Administered Avaya (formerly Lucent) Definity ECS Telephone system (250 Voice-mail boxes, 106

Analog ports, 244 Digital ports).

• Maintained lease, warranty, and maintenance agreements on all computer and office equipment (PC's, printers, and fax machines) including inventory, determining hardware requirements, researching specifications, and purchasing equipment.

• Responsible for installation, maintenance, and diagnostic support of PC hardware, software, and peripheral devices.

• Responsible for PC configuration including network connectivity, email profiles, dial-up networking, TCP/IP static assigned and dynamic assigned using DHCP.

• Supervised outsourced projects (data / voice cable installations, conduit installations, workstation moves, adds and changes).

• Created/administered user passwords and access rights using Windows NT (administration using Pathworks, VAX and SAP R/3 including monitoring/clearing queues, resetting user password lockouts, and re-spooling print requests).

• Provided technical expertise during the implementation phase of the conversion from VAX/VMS to SAP.

• Supervised Help Desk efforts as well as assisted end users with questions/ problems.

• Converted clients from VAX/terminal and Windows 3.11 to Windows 95/NT workstations.

• Provided 24-hour on-call computer and telephone system support.

Education and Training:

Central Piedmont Community College Charlotte, NC

Associates in Applied Science 1997

Microcomputer Systems Technology

Honors: 1995 Outstanding Student, Microcomputer Systems Technology Program

Microsoft Certified Professional (MCP) 2000

A+ Certified Service Technician 1999

Central Piedmont Community College Charlotte, NC

Certificate

SQL Server 2000 Administration

Network+ Certification Preparation

Administering Microsoft Windows NT 4.0

Supporting Microsoft Windows NT Core Technologies

Novell NetWare 3.12 Advanced Systems Administration

Global Knowledge Cary, NC

Certificate 1999

Windows NT Troubleshooting

Lucent Technologies Pasadena, CA

Certificate 1998

BTC120H DEFINITY ECS Administration

BTC109H DEFINITY AUDIX Administration

CompuMaster Mission, KS

Certificate - Troubleshooting, Maintaining and Upgrading PCs 1997

Novell Orem, UT

Certified Novell Administrator Netware3 (CNA) 1996

NRI Schools/ McGraw Hill Continuing Education Center Washington, DC

PC Applications Specialist, Diploma 1994

Executrain Corporation Charlotte, NC

Certificate 1994

Systems Administration of Novell NetWare 3.11

References: Available upon request

Contact this candidate