To obtain a challenging IT position with a technologically advanced company, where I can utilize and expand on my current knowledge and academic experience.  Also, as a personal goal, to exceed industry standards based on my professionalism, motivation, and initiative.

  George Washington University – School of Business                 Washington, D.C.

n     M.S.., Information Systems Technology

n     Expected Graduation: May 2006

  George Mason University – School of Management                 Fairfax, VA

n     B.S., Decision Sciences (Quantitative Methods) and Management Information Systems

n     Graduated:  May, 2002; Cumulative G.P.A. 3.98 (4.0 in major)

n     Awarded Dean’s list honor consecutively at GMU.

n     Awarded recognition for academic achievement in college by having my biography published in the 24^th Annual Edition of The National Dean’s List, 2000-2001 (Only awarded to ½ of 1% of the nation’s college students).

n     Member of the Golden Key Honor Society (given to the top 15% of Juniors and Seniors in their graduating class).

n     Vice President of Delta Sigma Pi (The Nation's Foremost Professional Business Fraternity).

2002–present         Convergys Corporation                                                   Reston, VA

Tier II Support/Implementation Consultant – (GENEVA Mission-Critical Convergent Billing Software)

n     Analyzed facts and/or conditions regarding client problems and issues along with determining the action, which should be taken (in accordance with specification, standard practices and Service Level Agreement’s) to resolve client incidents and reduce any downtime that they may incur.

n     Worked with Tier I System Administrators and Technical Support Consultants regarding issues they were unable to resolve.

n     Opened Trouble tickets for issues received via E-mail and/or phone call using a variety of trouble ticketing systems such as Remedy, WMS, and YOUcentric.

n     Created a myriad of SQL queries on demand to obtain client specific data (not obtainable by the clients and Geneva Operators through the Normal User Applications) from an Oracle database.  Also created SQL queries to assist in troubleshooting client problems.

n     Configured price plan and rate plan changes on an ongoing basis for several clients through their respective billing system.

n     Performed various Business Consultant roles such as conducting scoping studies and requirements gathering for several clients and generated requirements documentation used by implementation consultants used in configuration of Convergent Billing Systems.

n     Generated detailed technical/operational documentation for various clients pertaining to current operations and procedures within the organization's billing and IT departments.

 n     Worked directly with developers to relay detailed requirements for future releases of supported software.

n     Provided workarounds for software bugs encountered by Tier 1 and 2 clients.

n     Performed Billing Analyst functions and conducted monthly multi-million dollar bill runs for clients on site at the client's facility.

n     Resolved client (Systems and Geneva Admin.) incidents effectively and efficiently while utilizing specialized knowledge of Geneva/Catalys, Activation and Mediation Manager software, along with Unix, Oracle, Windows, and SQL.

n     Provided Tier 2 application and database support for Geneva, Activation and Mediation Manager, Cygent, and Geneva Vertex Integration (for Commtax 21 Telecommunications Tax Compliance System).

n     Conducted routine database Imports/Exports on various schemas regarding client database dumps.

n     Debugged and provided Hot Fixes for supported non-core Perl scripts used as a post processor utilized by the billing system.

n     Created Unix directory structure for software installation.

n     Installed Geneva Mission-Critical convergent Billing Software both on Unix (Solaris) servers and along with the client applications on workstations.

n     Supported & initiated improvements to established processes and tools that contribute to client satisfaction.

n     Interfaced with customers to resolve client issues within established service levels. 

n     Assisted with regular reviews and statusing of open issues and identifies strategies for resolution in line with meeting established service levels. 

n     Participated in reviews of Geneva’s performance as compared with the SLA and makes recommendations allied with findings.

n     Provided on call pager support on a rotating basis for off hours & weekends.

n     Assisted with incoming calls/e-mails during overflow/increased volumes.

n     Used Oracle, Unix and application troubleshooting skills to provide initial workaround or solution.

n     Interfaced with Global software development/release management staff within North America, Europe, and Latin America to ensure successful design change implementation.

n     Interfaced with product implementation teams and product Subject Matter Experts to provide solutions within development or product support team.

n     Participated in pre-release integration testing (as applicable).

n     Assisted with development and ongoing maintenance of standard operating procedures.

n     Documented client database configurations, and run several internally designed scripts to check for any discrepancies in the data being configured.

n     Maintained Error log pertaining to Geneva and Oracle errors received by clients (which we have resolve) within any of the Geneva User Applications or processes (such as Rating for the Rating engine).

n     Assisted in developing GAP Analysis documentation based on operational information gathered at client's sites.

n     Developed detailed Billing Operations manuals based on scoping studies conducted.

n     Performed various Implementation and Configuration Consultant roles by configuring Convergent software systems along with telecom NPA-NXX data, based on client and federal requirements.

Jan. 2002–May 2002         USATODAY.com                                               McLean, VA

Research and Brand Marketing Intern

n     Analyzed and reported on page-view traffic data for USATODAY’s web site.

n     Generated trend and demographic analysis in MS Excel by utilizing Media Metrix and Nielson Net Ratings data.

n     Tracked weekly ad campaign effectiveness though Real Media’s Open Ad Stream interface

1998–1999              Network Solutions  (A Verisign Company)              Herndon, VA

Customer Tech. Support

n     Monitored domain registry errors through a UNIX OS.

n     Re-routed and re-pointed Domain Name Servers.

n     Participated in client relation reviews by developing surveys.

Applications:  PL/SQL Developer, Microsoft Project, Excel, Front Page, PowerPoint, Word, Source Safe, and Visio.

 Lotus Notes, Paper Port, VI for Unix, Geneva, SPSS statistical software, WMS (Work Management System), Remedy, YOUcentric, Geneva Mission-Critical billing software (System Configuration, System Monitor, Rating Catalogue Maintenance, Billing Catalogue Maintenance, Product Configuration, Accounts Receivable, Customer Account Maintenance UA, Bill Rendering, Batch Payment Entry), Activation Manager, Mediation Manager, Convergys CSA (which utilizes WebLogic and/or Web Sphere Application Servers, along with Enterprise Java Beans), CommTax 21 Telecommunications Tax Compliance System, along with  Quantum Vertex tax packages, Cygent (Order Management System), and Infinys

 MS Exchange 5.5.

Databases:  Access, ORACLE (SQL)

Networking:  LAN Architecture Design, TCP/IP, OSI Model, Telnet, FTP, Subnetting

Programming Languages: Java, Java Script, HTML, PERL, PL/SQL, ASL (APV ASCII Positional Variable Format) scripting language

Operating Systems: Windows 95-XP, NT, Solaris (UNIX)

Web Costing: Pod Cast Creation