ï Answered inbound calls in support of customer needs.
ï Explained policies and regulations to customers.
ï Performed queries in multiple databases for tracking, information gathering, and troubleshooting.
ï Researched and resolved account and billing problems, processed adjustments and refunds.
ï Set up and maintained various files, records and registers.
ï Maintained quality control/satisfaction records, constantly seeking new ways to improve customer service.
ï Completed special projects as assigned by the Billing Supervisor.
ï Maintained employee productivity spreadsheets.
ï Designed and implemented personnel productivity statistical reports.
ï Contributed ideas to improve customer service and suggested ways for second-level support to interact with customers.

ï Developed management ñ reporting systems related to health utilization of the Clinical Affairs Division.
ï Configured software/hardware at PC set-up to meet individual users needs.
ï Developed and maintained a variety of access databases for project research.
ï Performed troubleshooting activities prior to the implementation of new systems.
ï Participated in the analysis and design of Diseases Management System with external consultants.
ï Provided technical expertise and support in database systems and associated management software.
ï Provided technical support and software installation to internal and external customers.
ï Worked with other outside organizations to export and import data.
ï Assisted the Clinical Affairs Vice President with a variety of administrative duties such as development of special projects, Power Point presentation and documentation.
ï Scheduled weekly meetings, managed executives' calendars, met with clients, and handled business and administrative details perfectly

ï Administered and managed Oracle databases for CMS PR QIO.
ï Installed new patches and upgraded to the new version in Oracle.
ï Involved in Tuning, Capacity Planning and Management of Oracle Databases.
ï Managed database security by creating and assigning appropriate roles and privileges to users depending on the user activity.
ï Administered the Oracle Database backup procedures, with emphasis on Disaster Recovery.
ï Upgraded servers, clients and hardware in order to comply with new standards.
ï Developed forms, reports and queries for project research using SQL, Access and InfoMaker
ï Assisted and trained other department personnel to allow them to work with the membership database in a self-sufficient mode of operation.
ï Developed, implemented and imparted trainings for end-users in various application software and software products.
ï Maintained intranet for Company Website utilizing HTML.
ï Served as backup Novell administrator. Supported Windows for Workgroups and Windows NT 3.51 workstation and server.
ï Troubleshot LAN connectivity problems on NT 4.0, Win95/98 platforms.
ï Coordinated and developed support services for the use of personal computers network and database problem resolution within the company.
ï Provided administration and maintenance of AIX UNIX server.
ï Monitored, maintained and updated the data on the databases.
ï Worked closely with the senior database administrators and developers to update the tables and packages and other day-to-day duties as a DBA.

ï Installed, maintained and troubleshoot Local Area Network and other operating systems.
ï Analyzed and resolved issues with connectivity, hardware, software and operating systems.
ï Installed and configured servers, mail systems, backup and recovery plans.
ï Created and administered policies and permissions.
ï Designed, developed and implemented automated data backup and restoration procedures.
ï Maintained the peripherals, such as printers, that are connected to the network.
ï Installed and configured database software for the Sybase Application production and development environment(s).
ï Tuned Sybase for performance improvement and resolved network configuration and connectivity-related problems.
ï Created table spaces and planned the location of data, index and rollback table spaces redo log files and control files.
ï Participated in the data migration from Sybase 10.5 to Sybase 11.9.
ï Worked with private Health Insurance Companies to export and import members data.
ï Installed and configured hardware, software and communication equipment for off site offices.
ï Provided technical support, software and hardware installation to external customers.
ï Developed automated backup procedure for system and database files.
ï Provided technical assistance and training to staff on computer applications.
ï Participated at the design stage of new projects, working with external entities as well as internal users of the systems.
ï Coordinated and attended meetings with different vendors and suppliers to acquire new equipment and software.

Major in Computer Science