Experience

Triniti Consulting, LLC

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Senior Consultant

  • Jan 2022 - Present



i3-Milestone

• United States
• Utilities
• 1 - 100 Employee

• Functional Consultant

  • Sep 2017 - Jan 2022



Orlando Utilities Commission (OUC - The Reliable One)

• United States
• Utilities
• 700 & Above Employee

• Business Applications Analyst

  • Apr 2013 - Sep 2017

• Customer Account Specialist

  • Jun 2009 - Apr 2013

  Complete numerous tasks on complex commercial accounts including: billing questions/disputes/corrections and problem resolution. Create Standard Operating Procedures for Commercial ServicesAssist representatives in problem resolution relating to billing, field orders, collection processes and payment issues for commercial accountsDevelop Commercial Services training material Identify, assess, redesign and implement process improvements within assigned applications as necessary Assess and review business requirements for software initiatives to improve our billing software.Member of the PS-ERM Solutions Team since 2007, participating on numerous projects and data clean up such as Mobile Data, Meter Data Management, Budget Billing, and Attachments in PS-ERMBack up for the Supervisor when necessaryAssist with in class training as needed for new call center employees or within other departments of the commission. Show less



OUC

• Commercial Svc Rep/Business Expert

  • Nov 2007 - Jun 2009

  Complete numerous tasks on commercial accounts including: billing questions/disputes, account initiation, termination, transfer of services as well as numerous customer specific projects Determined deposit requirements; accurately quoted and collected deposits as required Initiated, terminated, and transferred customer accounts Performed research and prepared account breakdowns, as necessary Explained factors affecting high bills and counseled customers on efficient use of electricity and water Established payment plans within required scope and exercised good judgment in establishing long-term arrangements for customers Show less



Orlando Utilities Commission (OUC - The Reliable One)

• United States
• Utilities
• 700 & Above Employee

• Business Analyst

  • 2007 - 2008

  Trained end-users on the new CIS Application of PS-ERM prior to go-live and assisted with any on-going training needsWorked on the help desk to support end-users with various concerns regarding the Banner application and currently on the PS-ERM application Interfaced with functional users to define and document functional requirements for projects Evaluated, identified and tested for errors providing timely and effective solutions through phone calls, emails, or meetings Kept clients advised on the status of projects and resolved potential delays Interviewed clients to collect data regarding application issues and formulated resolutions Made recommendations to clients as to how to maximize the functionality of the software Conducted client training on new or revised processes, procedures and computer-based applications Developed, planned, coordinated and executed User Acceptance Testing Made changes to configuration based on requests and functionality verifications Show less

• Support Analyst

  • Oct 2003 - Oct 2007

  Worked on the help desk to support end users with any issues regarding the Banner application and now on the PS-ERM application. Written minor queries to pull information from UNIX (Banner). Interfaced with functional users to define and document functional requirements for application software. Advised clients on the status of projects and resolves scheduling delays. Interviewed clients to collect data regarding application problems and formulate resolution. Made recommendations to clients as to how to maximize the functionality of the software. Developed training materials for use by clients to learn and utilize the full functionality of the software. Conducted client training on new or revised processes, procedures and computer based applications. Developed, planned, coordinated and executed User Acceptance Tests. Made changes to configuration based on request and functionality verification. Show less

• Customer Service Analyst

  • Apr 2000 - Oct 2003

  Initiated, terminated, and transferred customer accounts.Determined deposit requirements; quoted and collected deposits as required.Established payment arrangements exercised good judgment in establishing long-term arrangements for customers Performed research and prepared account breakdowns, as necessary.Reconciled billing problems and bad debt disputes.Administered the various programs offered: AWP, Project Care, Medical Alert, Leave Service Active for apartment complexes, and specialized in the Budget Billing Program. Explained factors affecting high bills, counsel on efficient use of electricity and water, and identifying the benefits of special irrigation meters. Analyzed adjustments on accounts; explained adjustments to customers. Issued both common and more complex types of adjustments.Processed payments and issued work orders. Fully proficient in the cashiering function of RCS Show less



Ikon Office Solutions

• Inbound Supplies

  • Nov 1998 - Mar 2000



Sheraton

• Group Coordinator

  • 1996 - Sep 1998