Lisa Huffman

1601 East 1940 North, Lehi, UT 84043 · (801) 331-8499 (H) · (801) 380-5321 (C)

·       A business systems analyst with over five years experience working in the benefits solution environment.

·       Extensive configuration and customer service experience, having the ability to effectively manage demanding, high-volume accounts. 

·       Possesses professional skills which include analysis/configuration, team orientation, self-motivation, flexibility, strong customer communication, and attention to detail.

ADP - Health and Welfare Divison   West Valley City, UT       October 2007 - Present

System Performance Specialist

 

Recognized by senior management for superior excellence working with a new carrier.
Successfully configured and implemented multiple client annual benefit enrollments simultaneously.  Received positive feedback and high satisfaction rating from clients after completion of open enrollment. 

 

·         Act as technical lead for data related discussions.

·         Assist in the implementation and updates of carrier interfaces.

·         Perform complex database configuration changes based on analysis of client/vendor requirements or scope change requests.

·        Responsible for annual enrollment and plan year roll-over for system set-up, testing and production.

·        Resolve daily system processing issues for multiple client databases.

·         Identify and resolve client issues via root-cause analysis.  Work closely with other internal groups to resolve issues.

·        Develop solutions and recommendations to satisfy client needs through use of company application.

·        Generate custom database queries and ad-hoc reports for internal customers and clients.

·        Maintain internal functional documentation in central document depot to support client configuration changes.

·        Perform periodic audit of system configuration to functional documentation to ensure accuracy.

 

 

Blue Ridge Networks    Chantilly, VA                                        Sept 2002 -– July 2007

Team Lead, Technical Support  
 

Stream-lined new-user request process.  Incorporated a quality assurance process within the department to ensure accuracy of product to customer and help reduce customer call volume.  Created new reports to assist financial department with accurate and complete billing.

 

·         Review and analyze current departmental processes and provide recommendations to increase efficiencies

·         Oversee daily operations of level 1 technical team, including ticket review, mentoring and training

·         Identify and develop new business processes to improve quality control

·         Maintain department’s controlled documents

·         Generate weekly/monthly activity reports for Finance/upper management/customer

·         Resolve end user based problems by troubleshooting and resolving software, hardware, and connectivity problems

·         Log and track calls using ticket tracking management database

·         Record resolution information in help desk knowledge management database

·         Generate new user subscription in VPN management system and create/ship new user welcome kit

 

 

Lisa Huffman
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Customer Advocate                                                                                                      June 2002 – Sept 2002

·         Acted as a liaison between existing customers and Sales/Operations/Finance to resolve issues

·         Assisted Sales group in generating revenue through base ramp promotions

·         Generated sales reports/analysis for upper management

 

 

Chelsea Interactive, Inc.   Reston, VA                                                      Dec 2001 – June 2002
Application Monitoring Specialist
 

·         Provided first level support of company’s network, internal as well as external systems. 

·         Investigated potential problems using established procedures (ping, telnet, etc) and escalate to second level support as needed. 

·         Assisted second level support to resolve system issues.

·         Ensured e-commerce sites are functioning properly by routinely testing company’s sites, monitoring site latency and bandwidth.

·         Monitored server memory usage and drain/bounce servers as necessary

·         Supported QA team with additional site testing

·         Assisted Back-end Processing group in troubleshooting order-processing issues.

 

Alcatel Networks, Inc.   Chantilly, VA                                          1996 – 2001

Network Analyst             
                                                                                   2000 - 2001             

·         Used UNIX based proprietary software to audit/analyze customer’s network to determine upgrade and maintenance requirements.

·         Simulated upgrade of customer network management database in lab, using Solaris 2.5.1, 2.6, and 2.7.

·         Successfully assisted project team to upgrade customer’s network management system.

·         Routinely installed software in labs to simulate upgrade of customer database.

·         Troubleshot upgrading problems in lab prior to live upgrade in field to ensure successful upgrade.

·         Presented well-organized analysis and upgrade procedures to Sales team and customer.

·         Assisted in the training of new analyst in the department.

·         Increased UNIX and researching skills.

 

  Manager, Customer Order Management                                                     Feb 2000 – Aug 2000

Managed a team of four customer order management representatives.  Responsible for order management and material return process.

 

·      Ensured order receipt, entry and acknowledgement were in accordance to Alcatel ISO-9001 procedures.

·      Reviewed orders backlog detail with subordinates and provided recommendations.

·      Provided upper management team with periodic status reports of all orders, detailing discrepancies/issues and recommending solutions.

·      Developed procedures to streamline order entry and customer master data into on-line system.

·      Assisted IT department with installation, testing and training of SAP R/3 order entry system.

·      Participated in a special project team to develop workflow procedures between internal departments.

 

Senior Customer Order Management Associate                                         1997 - 2000                                                          

·      Managed equipment orders from order entry to invoicing of several large customers including US West, Pacific Bell, and Southwestern Bell.

·      Analyzed Inventory/Backlog report and worked with manufacturing to ensure timely delivery of equipment and to resolve any pending issues.

·      Provided excellent customer service support to internal/external customers.

·      Assisted in the training of new department personnel.

·      Provided technical support for local department.

·      Promoted to management position.

 

 

 

Lisa Huffman

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        Strayer University, Manassas, VA                                                             Graduated June 2000

        Bachelor of Science Degree, Computer Networking

                 

 

 

 

        Microsoft Office; Word, Excel, PowerPoint, Access                                                                     

Knowledgeable of ISO-9000 standards                                                       

        ROI100Plus (Customer Service) Certification

        Clarify Case Management Database

        Heat Ticketing Database

        Siebel CRM

        Sharepoint