Marketing Analyst
Resume:
Desiree Murphy
Charlotte, NC *****
**************@*****.***
An accomplished support analyst with a proven track record in billing ops, production and application support operations that contribute to Application and Production support division and the Billing platform delivering customer services application solutions that strengthen both individual and organizational capabilities ensuring alignment with strategic directions of business support.
EDUCATION:
M.B.A., Marketing, Colorado Technical University, 2009
B.A., Mass Communications, North Carolina A & T University, 1986
SKILLS:
Data Analysis
CRM (1+ years)
Marketing (10+ years)
Root Cause Analysis (9 years)
Data Entry
Database
Microsoft Office
Core Competencies
•SQL Query
•Document Control
•Troubleshooting
•Root Cause Analysis
•Quality Assurance
•CRM
•Data Processing
•Investigation & Resolution Marketing Integration
•Data Analysis & Reporting
•Research
•Strategic Communications
Technical Skills
•Microsoft Office: Word, Excel, Outlook, PowerPoint, Smartsheets
WORK EXPERIENCE:
Charter/Spectrum Communication- Charlotte, NC
Project Manager I Contract: March 2020-June 2020
Reported developments to Project Managers using Smart sheet reports.
Prepared and led meeting between departments
Assist Project managers with organizing and controlling all project activities through communicating risks, opportunities and current status of the project.
Managed and updated all projects using SmartSheets.
Charter/Spectrum Communication- Charlotte, NC
Billing Ops Analyst I Contract: December 2019-March 2020
Apply knowledge of the billing platform and products.
Work closely with internal and external teams to create, update and process change tickets through the billing operations change life cycle.
Participate in the creation, implementation, and execution of processes, standards and M&Ps.
Work closely with internal and external teams.
Prepare and update documentation relating process, standard, and M&Ps.
Research and respond to internal customer requests.
Perform other duties as requested or assigned by management.
Charter/Spectrum Communication – Charlotte, NC
Billing Ops Technical Analyst II, ICOMS Operations 2017-2019
Developed and maintained productive working relationship with project owners.
Responsible for providing production support for ICOMs Billing System, CRM and 3rd party applications running on IBM Power Platform.
Working in the production and testing environment managing high availability of testing and running commands. 85% testing environment and 85% production environment.
Work with the release management team to ensure that milestones are met for configuring and updating production environments.
Coordinate with billing vendors to troubleshoot issues and apply 90% fixes to resolve problems.
Work collaboratively with internal contacts, billing vendors and external contacts to meet production support service level objectives.
Worked with using automated solutions from Help systems such as Robot Schedule, Replay, Alerts and Reports.
Responsible for reviewing and working Remedy and TMS ticketing system.
Worked with the Project Managers on Several projects running the commands in UAT testing and setting up the command for production environments.
Worked with the Project Managers and facilitators to ensure projects are delivered on time and on budget.
Assist with multiple small to medium size projects to successful implementation.
Windstream Communications
Application Support Analyst II 2007-2017
Responsible for managing 80% voice services, both circuit and packet-based (VOIP) to support the anticipated growth of the company by using MetaSolv (M6).
Ensure accountable for MetaSolv M6 managing account functions including telephone number management and provide complete ordering capabilities.
Provide defect management, analysis and process improvement of defective applications.
Managing the release process of testing, deploying, planning, scheduling and roll-outs of new applications.
Directed upgrades and compliance of installation, components of internal and external clients.
Created processes to support Metasolv applications and portfolios.
Supported internal and external clients in marketing value chains to perform and distribute technical service.
Responsible for managing the service fulfillment processes for assortment of services including traditional voice, VoIP, VPN, IP and optical and data services across multi-vendor networks.
Responsible for using TOAD for the development and administration of various databases which use SQL browser to make quick access, create and edit database objects.
Responsible for using SQL tables, indexes and various other tasks, through multi-tabbed browsers.
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