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Title: |
Business Analyst/Project Manager
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Location: |
US-Tennessee-Nashville
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Work History: |
COMCAST CABLE, Nashville, TN – 06/2009 – Present
Customer Account Executive
• Troubleshoot and resolve customer’s video errors
• Research and explain billing statements
• Feedback received from many customers – patient, thorough, and detailed
Training
• Selling the Value
• Basic Probing
• Building Rapport
• Core Concepts of Business Analysis
• Eliciting Requirements
M. LEE SMITH PUBLISHERS, Brentwood, TN—Summer Job 6/2008 – 8/2008
• Acquired pertinent information for Tennessee Attorneys Directory by persistently contacting and asking probing questions to update list of 7000—personally contacted and updated 40% of list and brought database up to date
DOMINO’S PIZZA, Murfreesboro, TN 7/2006 – 3/2008
Delivery Person
• Safe driver providing on-time delivery and friendly customer service
DIALOGIC COMMUNICATIONS CORPORATION, Franklin, TN— 7/2004 – 7/2006
Technical Support Analyst
• Assembled, installed, tested and maintained proprietary emergency notification and GIS mapping software on servers through Agile software development
• Resolved computer applications and systems problems for major clients nationwide guiding the solution process via phone and using remote desktop troubleshooting
• Resolved 75% of the issues in less than 24 hours applying analytical abilities, technical knowledge, and/or the ability to appropriately research the issue
• Tested new software, wrote detailed documentation and dummy-proofed instructions
• Contributed ideas and approaches that improved troubleshooting processes for company
• Developed rapport with clients by listening, interacting and establishing confidence that the issue would be resolved
QUALITY SYSTEMS INTEGRATORS, Minneapolis, MN— 2/2004 – 5/2004
Contract Support as IT Tier I Technical Support
Client: Allianz Life Insurance Company, Minneapolis, MN
• Collaborated with 20 help desk technicians providing telephone support to nationwide employee base
• Improved efficiency by decreasing end-user downtime
MID-MEDICAL INSURANCE HOLDING COMPANY, Plymouth, MN— 5/2003 – 1/2004
Application Support Specialist, as Tier I and II Technical Support
• Developed in-depth understanding of HIPAA guidelines to effectively protect member/patient confidentiality in billing software used by various doctors’ offices
• Provided application support to 23 clients and 1500+ end users of Electronic Project Management
• Achieved a 48-hour follow up support and 75% problem resolution within 24 hours
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Skills: |
Strengths
• Organizational skills with ability to deliver detailed documentation
• Analytical, resourceful and proven ability to provide positive results
• Ability to multi-task and perform efficiently in fast-paced work environment
Operating Systems: Windows 95/98/ME/NT/2000/XP, Mac OS X
Applications: Emergency Notification Software, Geological Information System - mapping software, Interactive Voice Response, NextGen, Office 97/2000/2003, COSMOS, Lotus Notes, Outlook, Visio, STAR
Troubleshooting Software: Webex, GoToMyPC, Remote Access, PCAnywhere, HP Service Desk, Peregrine, Heat
Servers: Novell, Windows NT/2000/2003, IBM AS400
Database: SQL, Access, Oracle, SYNON, SPSS, STATA, and Accelerator
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Education: |
MIDDLE TENNESSEE STATE UNIVERSITY, Murfreesboro
Bachelor of Science, December 2008
Major: Political Science Minors: Business Administration/Paralegal Studies
BROWN COLLEGE, ST. Paul, MN
PC/LAN (Network Administration) Certificate, January 2001
UNIVERSITY of MINNEASOTA, Mankato
53 Credits – Computer Science, August 1996 – December 1998
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Endorsements
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Tamara has received 2 endorsements.
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Tamara has endorsed 0 Members.
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Rank |
Title |
Location |
Status |
Actions |
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7.676 |
Computer/Network Support |
US-Arkansas-Little Rock |
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Details
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5.921 |
Customer Service Representive |
US-Nebraska-Omaha |
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Details
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Public Messages
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No public messages. |
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