Ivy Stevens
144 Captains Way
Port Jefferson Station
New York, 11776
[Send email to request phone number] 28-1466
[Send email using form at bottom]
Computer Skills: Operating Systems: Working Knowledge of networking and system
administration fundamentals, including installation, configuring and trouble
shooting of Windows 2000, NT/95/98 /XP (Work Station & Server) Integration of
multiple hardware and software platforms Windows Understanding of TCP/IP
protocols and LAN/WAN equipment theory, Firewalls, Netware, NW Admin. , Widows
2003 Server Admin, UNIX, Citrix Server & ICA Client Admin, N-fuse , Meta-Frame
for Windows 2000, Exchange Server, Ace Server Client, Basic HTML,
Internet/Intranet, MS Backoffice/3270, MS DOS, Networking including routers and
SQL 7.0 Server, PBX, VOIP and telecommunication Software and OS - Win2K, NT,
Win2003, Win95/98/XP, Active Directory, FTP, Terminal , Telnet/FTP, and PC
Anywhere and Remote Admin, MS Project, Visio, Office , Outlook, Power Point. IBM
Dialer, Lotus Notes, Lotus databases , PC Anywhere, Tight VNC, VPN, Heat,
Q-track, Remedy, Pulse, ECN Connections, Internet Explorer, Virus detection
software, Win frame, Data Warehouse, Secured ID and User Manager, Kerio, Lotus
Notes Pump, VSI Fax, Visual Manufacturing, CRM Softwares, Trading softwares,
PDLT, ERP ,Visual Manufacturing, Emptoris, Pulse , Uno / CRM, NDB, ACTS, Diamond
NYU , Yoda Hardware: Installation and configuration of DELL and IBM Compatible
Workstations, Dell Servers, HP Printers, ISDN circuits, CISCO routers, CSU/DSU,
Lap Top Support/Configuration and Modem Configurations
Customer service skills: organizational skills, excellent verbal and written
skills, ability to manage multiple tasks simultaneously, strong analytical and
troubleshooting skills.
Other skills: Network Administration, Help Desk, Sales, contract negotiations.
account management, experience in credentialing and delegation, Project MGMT and
vendor relations.
October 2005 Present United Health Care
Long Island Territory Manager, Project Manager
Manage the provider relationships for The following lines of business -
United Healthcare commercial , Americhoice (Includes Medicaid, CHP and FHP) ,
Secure Horizons (Medicare) and Oxford health Plans
Accountable for provider outreach and communication
Manage physician network development and managed activities in accordance
with United Healthcare standards
Followed key process controls to achieve market/region/division/company
objectives, including implementing network strategy and negotiating rates for
physicians
Worked special project management tasks to improve internal process
Conducted new provider training via WebEx
Educated the provider communities on reimbursements policies, self service web
tools and claims submission.
Managed IPAs and Delegated contracts (MT Sinai school of Medicine)
Contribute to development of and successfully perform to geographic-specific
unit cost targets
Monitor respective geographic-specific unit cost performance and improve
competitiveness, breadth, and stability of Physician network
Successfully implement geographic-specific unit cost improvement plans for
Physician network
Ensure integrity of Physician network with United Healthcare policies and
compliance with pertinent regulatory guidelines
Monitor activities related to contract load process; engage appropriate
service organization for claims resolution; ARO; EDI; provider
service/performance issues; and provider appeals
Maintain highest personal/professional integrity and enforce Principles of
Integrity and Compliance
Created new employee training documents for UHC software applications (CBTS,
PDLTS, OARS, NDB, Uno and Pulse.)
June 2004- October 2005 Symbol Technology
Client Relations Manager / Customer Advocate/ Project Coordinator
Acted as a Project Manager for the following customers, Grainger, Manhattan
Associates, The Home Depot, Stratix, Symbol Technologies, NYPD, Shell Oil and
Meijer.
Implemented project plans for contract renewals , upgrades and retrofits
Responsibilities included overall project direction, management and
communication of status reports
Provided sales and contracts support to Symbols key client base
Applied a strong network and PC background and ability to configure,
troubleshoot and test hardware/software as needed to learn and service Symbol
hardware/software
February 2003-January 2004 Metro Door
Sr System Analyst / Team Lead / Engineer/ Applications Support
Accomplished project objectives by establishing a project scope; designing and
delivering solutions; managing company expectations and leading team members.
Developed and maintained project plans for a CRM, ERP and Lotus Notes
implementation.
Provided systematic planning and reporting to coordinate resources to achieve
timely completion of projects.
Responsible for the day-to-day technical management and maintenance of the
Metro Door network.
Installed, upgraded and configured network printers, directory structures,
user rights, security, software and files services
Support, troubleshoot and maintain Windows 2000, Oracle, UNIX, Domino & Citrix
servers.
Installed and configured ICA clients for all Metro Door employees
Installed and configured Lotus Notes 6.0 for all metro door employees
Responsibilities included troubleshooting, diagnosing and repairing desktops,
laptops, printers and servers of most major manufacturers while interacting
effectively with end users.
February 2000-2003 Cyber Trader / (Charles Schwab)
Network Monitoring Analyst (NOC) / Operations Project MGMT/ Applications Support
Act as a Server Administrator at the network operations data center
Worked with the development team, Network Operations, Brokerage Operations
and QA on
Cyber Trader software using debug software to identify software bugs
Maintained the network environment by analyzing and maintaining performance.
Developed project process tools for technical assignments given to individual
IT groups
Developed and tested rules-based optimization data models for
solving complex financial
data problems
Strategize, plan and manage customer cross-functional projects.
Utilized project development methodologies and tools.
Coordinated project tasks with all involved parties, including vendor &
customers.
Applied knowledge of TCP/IP and other networking protocols as well as a solid
understanding
of all related hardware.
Determined timing and scheduling for the processing of software and
documentation
releases to meet developments requirements.
Trained network operation center technicians on data center operations.
Served as a liaison between vendors and clients
Maintained internal employee satisfaction by providing software and hardware
technical support
Updated a daily log of calls using Remedy
1999- February 2000 Estee Lauder Companies, Melville N.Y. / Consultant
Olympic Software
Call Center Technical Support Analyst
Answered software questions via e-mail and phone, solving technical issues,
tracking and
routing technical problems to the appropriate groups.
Provided second level support to employees by researching and answering
questions; resolving
problems and providing resources.
Assumed responsibility for direct contact and follow up with
clients; including anticipated
down time and environmental recommendations
Responsible for the development, delivery and assessment of the help desk
technical
training for new employees.
Secured and managed data/documentation for the new hire-training program.
Provided guidance on setup, administration (Windows, Exchange, Citrix ), and
systems integration
Documented all support provided to users utilizing a time tracking system and
trouble ticket system (HEAT).
Troubleshoot and resolving remote connectivity issues in a Citrix
environment.
August 1995 February 1999 Reuters America, Hauppauge, NY
Market Data Support Specialist /Client Services Representative
Provided first and second level helpdesk support to Reuters internal user
community
Provided system support guidelines; prepared users for system upgrades with
technical support;
troubleshooted application setup problems and provided solutions.
Perform the roles of a client adviser.
Maintained the relationship with clients and functioned as a liaison between
clients and project teams.
Responsible for developing, building and maintaining project plans for new
and existing clients.
Including defining responsibilities to insure implementation for
ongoing support
Managed project scope according to project requirements and client
constraints
Participate in the deployment of new software version builds
Developed comprehensive project plans, reporting project status to all
involved parties.
Coordinate the installation and/or modification of technology equipment.
Document problem resolutions and provide details for field dissemination
Manipulated Servers over dial-in lines using UNIX to stop and start processes.
Provided Technical support to IBM Techs installing Citrix Servers at clients
locations.
Monitor effectiveness of IBM, Van star, Bell Atlantic/AT&T, CompuServe and
MCI/WorldCom offering feedback and technical support to improve
vendor relations
Education: Dowling College, Oakdale, NY Bachelor of Business Administration,
May 1995
Salary requirement 68k firm
Project Management 80k firm
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