System Analyst Project Management
Resume:
Andreana Phipher
PROFESSIONAL SUMMARY
A senior level IT system analyst with systems and software applications configuration, maintenance, installation, testing and documentation experience. Extensive working experience with IT Business and Operations Management. Specific experience: network analysis & troubleshooting (LAN/WAN); mainframe programming and testing, project management and lead, mainframe systems and tools (AS400, OS390, TSO, COBOL); SQL and DB2 online; System Development Life Cycle; all phases of testing (unit, peer, system, and integration testing), problem/ticket management, and technical writing. Produce CMMI documentation and configuration management compliance assessment on IV&V(Medicaid). In addition to professional IT coordination and communication with end-users, clients and vendors, vast experience with preparing technical and project progress/status reports, taught virtually as a Trainer in Zoom, and in Microsoft Teams for over 100 trainees in a setting. Experience in business, learning/academic, Federal Government and Alabama State Government. TECHNICAL EXPERIENCE
Software/Databases:
AS400, DB2, SQL, TSO, RACF, TCP/IP, Remedy, TSO/ISPF, COBOL, RPG, Visual Basic, Lotus Notes, Microsoft Office Suite (MS Word, Excess, Excel, PowerPoint), Outlook, Zoom, MS Teams, Workday, WebEx, Skype, Amazon Workspace (AWS, Genesys, Azure and CRM), OMEGAMON Operating Systems:
IBM z/OS, UNIX, Windows, CISCO Jabber, Softphone, Finesse. PROFESSIONAL EXPERIENCE
DEPARTMENT OF VETERANS AFFAIRS 04/2022 – Present
Veteran Health Administration Full-time 40 hours’ weekly Public Contact Representative - REMOTE Supervisor- Karen James – *****.*****@**.*** GS-0962-06
• Serves Veterans by answering questions, providing information, and assisting with the application process.
• Reviews benefit applications for completeness and analyzes various types of legal, financial, and military documents, etc., provided by Veterans and/or their designees.
• Notifies Veterans' and/or their designees of incomplete or missing information via the telephone or by generating a standard letter.
• Applies rules and regulations, interprets laws, VHA guidelines, and other federal agency policies to adjudicate and authorize Veterans' eligibility for enrollment and eligibility for VA healthcare benefits.
• Develops financial assessments to determine the veteran's priority for enrollment in the VA Healthcare System and their eligibility for income-based benefits.
• Enters Veterans' information into various HEC databases and executes transmission to VA/VHA facilities that will be or are already involved in the Veteran's care.
• Confirms timely and appropriate measures are taken throughout the data collection, data entry, validation, and verification processes.
• Counsels Veterans and their representatives regarding the outcome of the case development process to ensure that eligibility for VA benefits and services are thoroughly explained.
• Provides support to the Income Verification Division as needed, this includes but is not limited to performing special projects and phone coverage during meetings, training and/or conferences. Andreana R. Phipher
Page 2 of 8
• Performs second level quality reviews on all eligibility cases, nationwide, determined to be ineligible for healthcare benefits by VA Medical Center enrollment staff.
• Reviews actions taken, researches all regulations to review the circumstances that could substantiate, enhance, or restore benefits.
• Ensure that all eligibility provisions are explored thoroughly before determining that a Veteran remains ineligible for benefits.
DEPARTMENT OF THE TREASURY 04/2022 – Present
Internal Revenue Service Full-time 40 hours’ weekly Contact Representative/Collection - HYBRID Supervisor- Morell J Owens, Jr - 404-***-****) GS-0962-06
• Develops, analyzes, and evaluates information involving the research of records and the nature of each inquiry including the way it was presented to inform and advise, answer inquiries, or resolve problems relating to the unique circumstances of each individual or fulfill regulatory requirements.
• Explains what future actions are necessary to achieve voluntary compliance by computing and/or advising on tax liability and probable assessment of taxes in cases involving: varied sources of income, including self-employment, itemized personal and business expense deductions, or carryover/carry back of capital losses and investment credit from prior years, or comparable issues requiring reference to the tax code and precedent.
• Makes determinations and uses sound judgment concerning controversial matters in reporting as appropriate the degree to which the individual understood their responsibilities and whether errors in their records reflected honest mistakes or fraudulent intent.
• Elicits sensitive, personal, and financial information, e.g., innocent spouse determinations, bankruptcies, or draws out information the individual may attempt to withhold, e.g., additional sources of income, overpayments, to ensure compliance with reporting and disclosure requirements.
• Skilled in using Internal Revenue Manuals (IRM), TXMOD, ENMOD, TERUP, CFINK, BMFOL, FTDPN, ACTON, INOLES, NAME, RFINK, SUMRY, and TRDBV which involve the use of COBOL.
• Skill in recognizing tax issues that impact assigned programs to make valid conclusions.
• Skill in oral and written communications to exchange information, to prepare reports, explain program differences and recommending improvements and/or corrective action.
• Uses sophisticated interviewing techniques, the employee reviews individual circumstances and goals, and advises on the most advantageous ways to meet them. MAXIMUS 03/ 2021 – 03/ 2022
FEMA - PROJECT Full-time 40 hours’ weekly
Trainer I - REMOTE Supervisor – Kimberly Evans 601-***-****)
• Manage classes for Contact Center Customer Service Representatives for surge personnel.
• Identify performance issues, provide corrective action, and suggest termination for Customer Service Representatives not meeting performance criteria in the training class.
• Conduct Supervisor and Leadership classes for managers, supervisors, and support staff.
• Oversee Support Staff training and Supervisory Learning Labs to ensure Supervisors have knowledge of operational changes.
• Facilitate learning labs and skill building activities with teams that have been identified as low performers.
Andreana R. Phipher
Page 3 of 8
• Furnish technical expertise and training for the alternate channels, such as TTY, Web Chat, Email and Written Correspondence.
• Provide follow-up coaching about job performance and quality assurance to new employees after training; Coach new hires to improve performance and prevent termination.
• Supervise and report on the progress of trainees and personnel during training period, nesting and while in production.
• Maintain a level of expertise regarding local business processes, corporate initiatives, and have a thorough understanding of training programs and Quality Call Monitoring guidelines.
• Take calls and act as roaming Supervisors during All-Hands situations. May be required to act as Supervisors or Quality Specialists during peak performance times.
• Lead Focus Groups and provide feedback for contact center performance.
• Foster open communication with supervisory team and actively strive to develop strong working relationships with all call center personnel.
• Demonstrate success in a training or classroom setting sensitively dealing with a variety of learning styles.
• Track statistical training measures.
MAXIMUS 03/2021 – 03/2022
LA UI Adjudication Federal State Covid Support – PROJECT Full-time 40 hours’ weekly Trainer I - REMOTE Supervisor – Kimberly Evans 601-***-****)
• Providing knowledge and recognized expertise in the specific subject area of the project.
• Understanding and providing in-depth knowledge of the business processes of the project.
• Providing consultative expertise in fulfillment of contract deliverables and Statements of Work.
• Articulating and implementing best practices related to the subject area of project.
• Applying expertise to support the project’s vision and strategic direction.
• Conduct, plan, and coordinate new hire/continuing education/return to work training to a variety of audiences.
• Created and implemented content design for unemployment insurance curriculum.
• Develop and implement content for the State of Louisiana’s Clerk of Court Adjudication of Appeals Office to assist Administrative Law Judges in the conducting of LA ADJ Hearings.
• Monitor the effectiveness of training on employees using individual or group performance results.
• Create data reports reflecting timely scheduling of hearings within the Client’s timeframe.
• Educate and monitor Administrative Law Judges on Client’s quality expectations regarding conducting hearings and Claimant interactions.
• Virtual large scale classroom management.
• Maintain records of training activities, participant progress, and program effectiveness, and ensure that all training documentation, records, reports, and data is completed accurately and on time.
• Determine resource readiness for courses, including materials, training room, technology, and collection and entry of training data.
• Control performance management and root-cause/gap analysis through studying performance trending and identifying performance gaps.
MAXIMUS 03/2021 – 06/2021
CDC-VAX- PROJECT Full-time 40 hours’ weekly
Trainer I - REMOTE Supervisor – Kimberly Evans 601-***-****)
• Conduct classes for Contact Center Customer Service Representatives for both Medicare, Vaccine Hotline, and Marketplace.
Andreana R. Phipher
Page 4 of 8
• Managed 100-125 FTE groups with continuation of 97% throughput in policy training, virtually lead instructor trainer.
• Facilitated updated training according to client business needs, implemented one-on-one coaching sessions with CSR agents to ensure program adherence and understanding.
• Created and maintained data reports in accordance with project expectations and metrics.
• Identify performance issues, provide corrective action, and suggest termination for Customer Service Representatives not meeting performance criteria in the training class.
• Conduct Supervisor and Leadership classes for managers, supervisors and support staff for training and development.
• Control Support Staff training and Supervisory Learning Labs to ensure Supervisors have knowledge of operational changes.
• Simplify learning labs and skill building activities with teams that have been identified as low performers.
• Supply technical expertise virtually through Zoom and MS Teams during training for the alternate channels, such as TTY, Web Chat, Email and Written Correspondence.
• Provide follow-up coaching about job performance and quality assurance to new employees after training; Coach new hires to improve performance and prevent termination through web-based instruction.
• Supervise and report on the progress of trainees and personnel during training period, nesting and while on the floor.
• Maintain a level of expertise regarding local business processes, corporate initiatives, and have a thorough understanding of training programs and Quality Call Monitoring guidelines.
• Serves as Point of contact and act as roaming Supervisors during All-Hands situations.
• May be required to act as Supervisors or Quality Specialists during peak performance times.
• Conduct Focus Groups and provide feedback for contact center performance.
• Foster open communication with supervisory team and actively strive to develop strong working relationships with all call center personnel.
• Demonstrate success in training or classroom setting sensitively dealing with a variety of learning styles during virtual training.
• Track statistical training measures.
• Taught HIPPA, PHI and PII guidelines.
SOFTWARE ENGINEERING SERVICES, Montgomery, AL 02/2016 – 04/2021 Business Analyst - REMOTE Full-time 40 hours’ weekly Supervisor - Esper Smith 402-***-****)
• Applying consultative, and technical expertise in fulfillment of contract deliverables and Statements of Work.
• Providing executive level consultation services to the Agency.
• Providing senior-level interface with the Agency and managing daily operations.
• Organizing and directing the overall performance of the contract.
• Ability to identify system complaints and problems in relation to design.
• Possessing the authority to make binding decisions on behalf of the Contractor.
• Knowledge of analytical methods and procedures to research the application and integration of Internet services, participate in conducting studies of website use, and recommend changes
• Using quantitative and qualitative techniques, analyzes and evaluates the effectiveness of program and administrative operations and systems.
• Formulating organizational strategy and directing major strategic initiatives.
• Ensuring that goals and objectives are accomplished within budgetary parameters and meets the information needs of customers.
• Developing and maintaining Agency relationships.
• Assisting on large, complex, or multi-discipline engagements. Andreana R. Phipher
Page 5 of 8
• Allocating financial and human resources, and material assets.
• Formulating and enforcing work standards.
• Participating as a senior team member providing high-level consulting services.
• Planning, organizing, and executing project tasks in successful delivery of services.
• Developing and defining strategic visions.
• Experience using knowledge of programs and processes sufficient to assist in the consultation and coordination of website development.
• Applying a broad set of management skills and technical expertise as a project leader.
• Providing solutions through analysis or modifications to correct any deficiencies.
• Directing subordinates in the completion of tasks orders.
• Directing project activities in fulfillment of contract deliverables and Statements of Work.
• Writing IV&V reports and presenting findings to client.
• Conducting compliance review and assessment of planning, requirements, design, construction, testing, and implementation deliverables.
• Experience using knowledge of website development sufficient to discuss issues and problems and recommend resolution to problems.
• Evaluating assigned IT projects to determine application of industry best practices, assess project risks, and identify recommendations to optimize project performance.
• Verifying products conform to technical and non-technical requirements. I.B.M., Montgomery, AL 02/2017 – 07/2020
Customer Information Control System (C.I.C.S.) Administrator - REMOTE Full-time 40 hours’ weekly Supervisor - Esper Smith 402-***-****)
• Responsible for all CICS requests created by State of Alabama state agencies.
• Responsible for resolving incidents tickets created by the State of Alabama state agencies.
• Perform CICS enhancements to the CICS production and test regions using the State of Alabama ServiceNow change management process.
• For the more complex CICS changes using OMEGAMON.
• Tasked with monitoring CICS regions to ensure availability and reliability of CICS regions to State of Alabama state agencies.
• Responsible for updating the terminal definitions into the CICS table for state agencies.
• Provide excellent customer service to state agencies via email and telephone to resolve any CICS related issues.
• Responsible for creating documentation to aid in resolving issues and problems within CICS.
• Assisted the Department of Labor with their migration procedures to State of Alabama production LPAR.
• Install, configure, and upgrade CICS software.
• Monitor CICS system performance and troubleshoot issues.
• Work with application teams to ensure that applications are designed to perform optimally on CICS.
• Perform system tuning to ensure CICS is running optimally.
• Provide technical troubleshooting and support for CICS including engagement of IBM and vendors for problem resolution and determination.
• Familiarity and support of 3rd party software e.g. Omegamon, CICS PA, Fault Analyzer, APA etc.
• Provide process automation support and maintain SOP documentation.
• Support backup/recovery and disaster/recovery planning and testing
• Support periodic system configuration reviews and audit reviews.
• Strong communication skills and the ability to work collaboratively in a team environment.
• Responsible for working closely with other Mainframe Infrastructure and Application Specialists to support the large client Mainframe environment.
• Consults with end users, leadership, vendors, and technicians to assess CICS system requirements. Andreana R. Phipher
Page 6 of 8
• Perform primary On-call support during extended daytime hours.
• Installation, upgrade, and maintenance of CICS and related products.
• Experience in problem determination, performance tuning, setting security and web enabling CICS.
• Set up and maintain CICS regions.
• Advanced ABEND analysis and resolutions.
• Analyzing CICS System logs.
• Proactively identifying problem areas and applying patches.
• Disaster Recovery support related to the service.
• Analyze and carry out performance tuning activities on CICS regions.
• Using traces in problem determination and formatting and interpreting trace entries.
• Defining and Configuring CICSPlex environment.
• Configuring CTG to provide secure access to CICS from Java applications.
• Install, configure, and maintain CICS related ISV tools.
• Apply PTF's and APARs to CICS on need basis.
• Dump analysis and problem determination.
• Should have a sound understanding and working knowledge of z/OS, TSO, ISPF, SMP/E, DB2.
• Exposure to and basic understanding of DB2 on Mainframe
• Provide technical guidance to the Infra support team.
• Good and effective written and oral communication SOFTWARE ENGINEERING SERVICES, Montgomery, AL 02/ 2016 – 08/2017 Configuration Management Specialist- REMOTE Full-time 40 hours’ weekly Supervisor - Esper Smith 402-***-****)
• Review and assess current website, databases, network and system development configuration management processes and procedures.
• Produce CMMI documentation and configuration management compliance assessment.
• Review and provide improvement recommendations of SES external and internal help desk operations (including problem identification and resolution).
• Review and assess SES systems and database disaster recovery and hot site procedures. LENDER PROCESSING SERVICES, Montgomery, AL 05/2013 – 11/2014 Data Analyst - REMOTE Full-time 40 hours’ weekly
Supervisor – Olga Euan 626-***-****)
• Developed and modified business rules to support evolving and changing regulatory requirements.
• Captured, developed, and documented data definitions, business rules, data quality requirements, and logical and physical data models based on requirements.
• Interpreted data, analyzed results using statistical techniques and provided ongoing reports.
• Acquired data from primary or secondary data sources and maintain databases/data systems.
• Dealing with various legal instruments in real estate (mortgages, deeds).
• Filtered and cleaned data, and reviewed computer reports, printouts, and performance indicators to locate and correct code problems.
• Assisted management with prioritization of business and information needs.
• Provided troubleshooting and problem resolution of data issues, with real time analytics solutions.
• Performed quality assurance and served as a subject matter expert on data integrity, extraction, and compilation.
• Perform on-going / continuous process improvements and recommendations. PROFESSIONAL GRADUATE STUDENT 08/2011 – 05/2012
Completed MIS Degree, Univ of Phoenix Full-time 40 hours’ weekly Andreana R. Phipher
Page 7 of 8
NEW WORLD HORIZON, Montgomery, ALABAMA 05/2009 – 05/2013 Training Instructor (Part-time) Full-time 40 hours’ weekly Supervisor - Fitzgerald Fizer 334-***-****)
• Developed and implemented instructional programs and activities.
• Taught the approved curriculum using appropriate instructional methods.
• Developed and implemented instructional programs and activities.
• Facilitated the approved curriculum using appropriate instructional methods.
• Set individual goals with students to determine learning progress.
• Improved students’ academic confidence using positive reinforcement and repetition. ALABAMA PUBLIC SCHOOLS, LOUISVILLE & Montgomery, ALABAMA 05/2006 – 05/2009 Mathematics Teacher Full-time 40 hours’ weekly
Supervisor – Thomas Cochran 334-***-****)
• Developed and implemented instructional programs and activities.
• Taught the approved curriculum using appropriate instructional methods.
• Communicated learning progress with students and parents.
• Collected learning metrics in support of State standardized reporting.
• Participated in curriculum modification for Individualized Education Plans. STATE OF ALABAMA, Montgomery, ALABAMA 08/2001 – 07/2006 Systems Analyst – Programmer Full-time 40 hours’ weekly Supervisor – Gina Lee 334-***-****)
• Maintain, install, test, implement, and modified a complex secure UNIX system using COBOL
• Interviewing subject-matter personnel to gather facts regarding work processes and synthesizing the resulting data into charts showing information flow.
• Operating computer consoles where this entails choosing from among various procedures in responding to machine commands or unscheduled halts.
• Scheduling the sequence of programs to be processed by computers where alternatives had to be weighed with a view to production efficiency.
• Preparing documentation on cost/benefit studies where this involved summarizing the material and organizing it in a logical fashion.
• Worked directly with end-user customers in obtaining information needed to establish or change accounts.
• Translating detailed logical steps developed by others into language codes that computers accept where required understanding of procedures and limitations appropriate to use of a programming language using COBOL.
• Interfaced with vendors for clients and assisted with operational problems.
• Modified existing systems software (including development and evaluation of test data).
• Interfaced with clients to ensure accurate modifications of business and functional rules.
• Participated in client’s business and functional requirements discussions.
• Reviewed, developed, and maintained system documentation.
• Performed systems and software testing using COBOL.
• Facilitated the promotion of systems and software releases to various production environments.
• Migrated modifications into a testing and production systems using TSO & Mainframe tools.
• Built and installed debugging procedures (Expeditor) for unreleased s/w for customer beta sites.
• Retained and updated system files necessary to control all aspects of system operations and access.
• Worked with Electronic Benefit Transfer (EBT) and welfare assistance (TANF) using COBOL. Andreana R. Phipher
Page 8 of 8
C.A.C.I. INC. FEDERAL, Montgomery, ALABAMA 06/1998 – 08/2001 Computer Specialist Full-time 40 hours’ weekly
Supervisor – Steve Jackson 334-***-****
• Project lead for numerous system upgrades, provided weekly status reports.
• Developed solutions to complex operational problems.
• Applying customer support principles for installing computers
• Evaluated the feasibility of implementing new technologies with current environments.
• Trained employees to perform proper protocol for installation and configuration.
• Determined and properly configured TCP/IP Networking Technologies using Teradata.
• Maintained file servers, network access, documents and analyzed IT security.
• Troubleshoot problems for customer specific operating systems and applications.
• Defined and classified level, priority and nature of problem, request and/or issue and diagnosis of problems.
• Responsible for opening, tracking, and closing trouble tickets, entering them into the Remedy database, ensuring problem ownership.
• Resolved customer-related technical software and hardware problems.
• Promoted end-user access and levels on the Security Server RACF for Z/OS.
• Applying customer support principles for Installing computers, troubleshooting, and resolving computer problems
• Monitored systems performance data for the IBM operating systems environment.
• Interfaced with clients to ensure accurate modification of system software.
• Configuration, and troubleshooting of computer hardware and software.
• Generated standard problem resolution documentation (including recommended improvements). EDUCATION
MS, Management of Information Systems
University of Phoenix (2012)
Member of National Honor Society of Leadership and Success (ΣΑΠ) BS, Mathematics
Troy University, Montgomery, AL,
CERTIFICATIONS
IBM z/OS Mainframe Practitioner Professional Certificate
(IBM z/OS Mainframe Practitioner by IBM on Coursera. Certificate earned at August 25, 2020) IBM COBOL Programming with VSCode Professional Certificate
(IBM COBOL Programming with VSCode by IBM on Coursera. Certificate earned September 18, 2020) FEDERAL ACQUISTION INSTITUTE UNITED STATES OF AMERICA FMP Contract Management Principles and Practices. Certificate earned January 11, 2024 FEDERAL ACQUISTION INSTITUTE UNITED STATES OF AMERICA FCM Information Technology Acquisition. Certificate earned January 18, 2024 FEDERAL ACQUISTION INSTITUTE UNITED STATES OF AMERICA FCM Negotiations Strategies and Techniques. Certificate earned January 25, 2024
Contact this candidate