María G. Herrera
Fajardo
Summary
To obtain a challenging position as a System Configuration Senior Analyst in which previous experience can be applied and professional advancement can be achieved.
Excellent oral and written skills in Spanish and English, computer proficiency, service-driven, responsible, reliable, emphatic, diligent, great organizational skills.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Configuration Analyst
MCS Holdings, LLC
01.2016 - Current
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Trained junior team members on best practices in configuration management, improving overall team productivity and expertise.
- Developed comprehensive documentation for all configuration processes, facilitating knowledge sharing among team members.
Team Leader
Medical Card System (MCS)
10.2013 - 12.2015
- Documentation of all the work done using PMHS, Excel, Word
- Providing verbal and technical coaching sessions to representatives
- Identifying documented data that needs to be corrected
- Identifying areas of improvement for my team
- Taking escalated phone calls
- Identify and refer medical claim cases meeting criteria for payment
- Provide technical guidance to team mates in their assigned job duties
- Identify and recommend changes to existing configuration processes
- Assist in system analysis and testing activities
- Identify configuration mistakes and escalate this issues with a supervisor
- Reporting system failures
Service Representative-Outbound Calls
Medical Card System (MCS)
08.2012 - 10.2013
- Analyzing customer service requests that require further assistance and calling them back with a determination
- Handling calls for the hearing impaired (TTY)
- Calling providers in order to verify data in order to assist members
- Worked my way up from service representative to team leader
- Hero Act Nominee in February & May 2013
Service Representative-Inbound Calls
Medical Card System (MCS)
02.2009 - 08.2012
- Orienting members and providers about medical coverage benefits
- Managing confidential data
- Providing authorization codes over the phone for medical services
- Became a call back representative-Outbound calls
Education
Bachelor of Arts - Art, Humanities, Minor in Modern Languages
Universidad De Puerto Rico
Rio Piedras Campus05.2008
Attended 3rd year -
Florida International University
Miami, Florida05.2007
Skills
- Analytical thinking
- Troubleshooting
- Continuous improvement
- Problem solving
- Teamwork
- Reliability
Certification
Computer Sciences, Sila María Calderón Foundation 10 hours, 06-2022
Advanced Microsoft Excel 2021, ITG, 7 hours, 10-27-2023
Timeline
Configuration Analyst
MCS Holdings, LLC
01.2016 - Current
Team Leader
Medical Card System (MCS)
10.2013 - 12.2015
Service Representative-Outbound Calls
Medical Card System (MCS)
08.2012 - 10.2013
Service Representative-Inbound Calls
Medical Card System (MCS)
02.2009 - 08.2012
Bachelor of Arts - Art, Humanities, Minor in Modern Languages
Universidad De Puerto Rico
Attended 3rd year -
Florida International University
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