Customer Service Project
Resume:
Brenda Thomas
Jacksonville, FL 32202
abnpi0@r.postjobfree.com
OBJECTIVE:
• Experienced IT professional with a diverse background seeking permanent employment
SUMMARY OF QUALIFICATIONS:
• Recent Masters Degree (December 21, 2007) in Information Technology Management
• Over fifteen years of demonstrated technical Business Analysis /Project Management/ Quality Assurance
Testing and Change Management experience leading large scale projects and managing development teams
while adhering to SDLC (UML /Agile / Waterfall/ RUP)
• Experience in Asset Management, Work Management, Supply Chain Management/Procurement
Management and Material/Inventory Management, Web Development methodologies, and application
development
• Extensive experience in a trainer capacity and with curriculum development
• In-depth Claims Processing / Customer Service Experience with strong analytical / technical writing ability
• Detail-Oriented, Motivated, Self-Starter, Team Player, Results Oriented, Flexible, Fast Learner, Willing to
learn new methodologies and processes
EDUCATION:
Colorado Technical University
Degree: Masters
Major: Information Technology Management
Graduation: December 29, 2007 (GPA 3.68)
American InterContinental University
Degree: Bachelor of Arts
Major: Visual Communications / Digital Design
Graduation: October 2005
Honors/ Awards: Magna Cum Laude (GPA: 3.8)
Awards
• Who’s Who - Executive and Professional Women-2006/2007 (Honors Edition)
• Who‘s Who In America 2005 Nominee
• National Dean’s List 2005 Nominee
PROFESSIONAL EXPERIENCE:
City of Jacksonville February 2009 – August 2009
215 Hogan Street
Jacksonville, FL
Business Systems Analyst
• Elicited business requirements from end user for Maximo 6.2 Upgrade. Created Systems Requirements
Specifications (SRS) and Use Cases using UML Methodology and CASE Complete as the modeling tool.
Adhered to Change Management procedures for software migration and implementation.
• Created a strategic asset management implementation plan for the identification and recording of IT
telecommunications, radio, network, server, and desktop inventory.
• Developed training manuals for ITD asset management end users. Maintained version controlled
documentation within MS SharePoint.
Jacksonville Electric Authority February 2008 – October 2008
21 West Church Street
Jacksonville, FL 32202
Business Analyst / Project Coordinator
• Gathered business requirements for the MAXIMO 7.0 system upgrade using Agile Methodology. Worked with
business team to help define the new asset management process. Created help guidance, testing and
deployment of the Maximo applications configuration and customization to meet the business process design and
application requirements for FEMA. Created a 58 page end-user training manuals for FEMA users. Created
online Captivate CBT training course for end users.
• Coordinated project meetings with technical team and documented meeting minutes. Maintained version
controlled documentation within MS SharePoint. Updated the project plan and managed the project
schedule. Reported on progress to the plan against individual project tasks.
Blue Cross Blue Shield of Florida February 1988 – December 2007
4800 Deerwood Parkway Campus
Jacksonville, FL 32246
Systems Analyst II / Project Manager / QA Testing Analyst
• Managed entire project lifecycle for corporate internet/intranet web applications on the web development
team. Gathered business requirements for web applications and while adhering to Change Management
policies and standards using UML and RUP Methodology. Led multidisciplinary team of up to 4 to 14
developers, designers, testers working on multiple projects simultaneously. Coordinated work of
employees and outside contractors to meet deadlines, budgets, and client demand. Provided situational
leadership to motivate individuals.
• Developed project plans, managed project milestones and communicated with stake holders. Strategized
project scoping and specifications documents, to clearly communicate the project roadmap.
• Created technical documentation that served as training material for end-users (User Guides / Captivate
Online CBT Courses) and conducted formal training classes for end-users.
• Created test plans and test scripts. (Mercury Test Director) Performed Manual Testing, Load Testing,
Functional Testing, Regression Testing, and UAT.
EDI / Electronic Commerce Operations Analyst
• Enabler for the business and providers for transmitting claims electronically. Worked with electronic vendors
and clearinghouses. Responsible for HMO, Med B, and ANSI transmittals.
• Provided training to external provider community via seminars and on-site visits. Responsible for the
development and mail-out of educational material and departmental surveys to the provider/vendor
community (13,000+).
Claims Examiner / Customer Service Team Lead
• Scheduled and prioritized work to accommodate enterprise and customer needs while minimizing impact on
current projects
• Directed and inspected the work performance of staff and other assigned tasks. Provided training to new
employees and internal/external clients on technical issues.
• Standardized and monitored work process and procedures; implemented policies and procedures to improve
efficiency and effectiveness.
• Responsible for the adjudication of Medicare, HMO, and Private Business Claims. Responsible for issue
management and problem resolution for oral and written correspondence.
TRAINING / COURSES:
• MS Word 2007
• MS Excel 2007
• MS PowerPoint 2007
• MS Access 2007
• MS Project 2007
• MS Visio 2007
• Rational Rose / Requisite Pro
• UML / RUP
• Test Director
• Adobe Photoshop CS4
• Adobe Illustrator CS4
• Adobe InDESIGN CS4
• Adobe Dreamweaver CS4
• Adobe Fireworks CS4
• Adobe Captivate CS4
• Articulate Presenter
• Quizmaker
• XML
• HTML
• ColdFusion
• JAVA (Limited Knowledge)
• JavaScript
• Database Analysis, Design and Implementation
• Telecommunications and Networking
• Network Administration
• Project Management Processes in Organizations
• Contracting and Procurement in Project Management
• Schedule and Cost Control Techniques
• Snag It
References
• Paul Stallings Blue Cross Blue Shield 904-***-****
• Patricia Render Blue Cross Blue Shield 904-***-****
• Nitika Holloman City of Jacksonville 904-***-****
• Anthony Drayton City of Jacksonville 904-***-****
• Kim Laidler City of Jacksonville 904-***-****
Contact this candidate