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Jacksonville, FL 32225
IT Sr. Systems Analyst
23 years experience W2
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Solutions-oriented IT Professional with a proven track record of increasing skills related to various system activities and IT Operations for fast-paced, high-volume telecommunications and information technology services providers.

  • A deep understanding of leading billing software, billing methodologies, and process management from user, team member, and lead levels.
  • Exceptional interpersonal skills able to work effectively with all users across the company at all business and technical levels.
  • Adept at promptly and thoroughly mastering new technologies, with a keen awareness on new industry developments and the evolution of next-generation enterprise systems solutions.
  • High level of technical proficiency, excelling at creating, implementing and training of processes and procedures, testing and implementation of solutions aimed at streamlining operations, reducing costs, and improving productivity and data quality.
  • Skilled at conducting detailed analysis of business systems and processes (BSS and OSS), used in design and development of technology solutions aimed at supporting real-world billing issues. Agile & Waterfall/ Requirement Analysis/ Systems Analysis/ IT Project Management/ End User Training & Support / Product Development & Implementation/ Software Regression Testing/ Data Migration/System Implementation/ Process & Procedure Documentation & Implementation/ IT & Billing Operations/ UAT & QA Testing/ Provisioning/ Customer & Data Triage / Line Number Portability/ Telecom Taxation/ Telephony / SDLC/ OSS & BSS/ SQL/ Technical Proficiencies Billing Systems: Intec
  • CBP, Integration Management
  • in

IT Sr. Systems Analyst
Information Technology
Jan 2016 - present
Englewood, CO
SME supporting various billing systems for Dish in a senior analyst role. This support included, but was not limited to, customer account setup issues, monthly tax processing, product configuration, and support of system processes. In addition, worked with various teams throughout the company to ensure that changes requested by the business are supported by the appropriate billing system. Documented new, and updated outdated, processes and procedures for the team as well as teams outside of IT. Also, vendor manager to our main billing vendor CSG ensured system related issues were resolved in a timely manner, and system requests were completed within contractual SLA's.
  • Support monthly enterprise, and weekly business software releases, ensuring that any and all changes required in the main billing system were completed as requested. This also included joining various planning sessions, Scrums, and design sessions for projects that impacted each systems supported.
  • Followed the Agile Methodology for all projects supported and tracked work completed in Rally. Work completed was documented with user stories tied to the appropriate IT Features.
  • Work with external teams to schedule manual processes as needed to support the business as part of a project or as an ad-hoc request.
  • Work hand and hand with billing vendor on a variety projects, issue management and process improvement.
  • Document a variety of processes and procedures carried out by the team in order to minimize continual gaps and fallout.
  • Work with external teams to start automating current day processes that were extremely manual. Doing this minimized the possibility of human error and sped up the time to completion.
  • Implemented new system functionality that has increased company revenue and aided in the retention of customers.
  • Created numerous simple to complex SQL queries as part of troubleshooting data issues or to use as part of manual processes my team was responsible for. Also created various adhoc queries to provide customer/table data requested by various business teams.
Agile Methodology Project Management Scrum SQL System Analysis
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Systems Specialist III
Jan 2006 - Jan 2016
Plano, TX
(Headquarters) RNAM OP IT APPS BILLING Systems Specialist III
No skills were added
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Lane Lead
Information Technology
Jan 2015 - Jan 2016
responsible for supporting a new client while still maintaining Tier III support for Cricket Communications. Tasked with the design and creation of a new Billing Operations team that will provide 24x7 Production support of the newly implemented billing system for T-Mobile as part of the Uprising project.
  • Design the structure of Billing Operations team (on shore and off shore) with a tier I and tier II structure as well as the communication flow between the groups within each tier.
  • Create job descriptions, support functions for each job description, resource planning for on shore and off shore teams ( for both pre-paid and post-paid launches).
  • Integral part of interview and hiring panel for team. Once hired, responsible for initial hardware/software setup as well as time management of all contractors.
  • Prioritize and track MSR's (Master Service Requirements) for billing operations team and ensure development delivered each request
  • Work with business process team and various IT Operations teams, to approve any/all process documentation created for Billing Operations
  • ensure that all flows are correct and all steps are included.
  • Created various Operational Production run books for the team to use during Production support.
  • Creation of Operational Readiness Testing test cases for Billing Operations. Executed and submitted defects per process.
No skills were added
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IT Systems Analyst III
Information Technology
Jan 2006 - Jan 2015
Greenwood Village, CO
Outsourced to Ericsson Inc. as part of the preliminary acquisition of Cricket by AT&T. Duties included previous Cricket responsibilities with additional items due acquisition. Time of service from Cricket transferred to Ericsson.
  • Responsible for providing LOE's for all new projects that impact my team as well as provide LOE's for ERS (Ericsson Request for Support) created for projects that would require Ericsson support.
  • Lead analyst supporting Cricket Software/hardware launches. Generally required after hours, on-site support in war room style command centers.
  • Support SDLC during the requirements and implementation phases of various projects/system updates that impacted the billing system. This was to ensure minimal to no impacts to Production post launch.
  • Managed dual roles for 6 months supporting the Billing Operations team as well as the ITOC II (IT Operations) team.
  • Triage and support of system outages on various systems across the Cricket network, setup of new users on multiple applications, rotating 24x7 on call support in the event of an outage on the weekend or after hours, restart/bouncing of internal servers as needed.
SDLC System Analysis
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Project Manager
Jan 2005 - Jan 2006
Broomfield, CO
Customer Financial Services/Billing Operations Project manager responsible for several VoIP (Voice Over IP) products. Worked as the liaison between CFS/Billing Ops and other departments to ensure that products developed or changes required to current products, did not negatively affect the current process flows from upstream to billing. Concurrently worked on as many as 6 projects at a time, for various products, attending core team meetings to ensure that department business requirements were met. Created end-user documentation for my stakeholders and ensured proper training was established for projects that would impact them. Documentation included project plans, work flow packages, order to cash process flows, and Methods and Procedures documentation.
Project Management Project Planning Stakeholder Engagement
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IT End User Support Specialist
Jan 1999 - Jan 2005
Denver, CO
No skills were added
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Information Technology
Jan 2001 - Jan 2005
Assumed responsibility for all software testing aspects for company's main billing system supporting over 1,000 concurrent end users this includes Working with customers define requirements determine needs and ensure functionality and usability of final deliverables regression testing, building test cases, and working with multiple outside vendors for testing of new software releases and PTF (Program Temporary Fix) releases for billing system. Lead Trainer for internal end users including, and not limited to, tracking, developing, and conducting internal end user training on multiple systems, new processes, and procedures. Subject Matter Expert on all front-end system operations and have a complete knowledge of the companies' product database. Created ADHOC queries as requested by various departments and provide custom reporting on demand.
No skills were added
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Application Systems Engineer
Information Technology
Jan 1999 - Jan 2001
Systems Engineering
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Edit Skills
Non-cloudteam Skill
Electrical Engineering
Colorado School of Mines
Minor: Computer Science
ITIL Certification, eTom Certification, Advanced MS Access, Advanced UNIX, Advanced SQL programming,
System Analysis
Project Management
Agile Methodology
Systems Engineering
Project Planning
Stakeholder Engagement