Michelle Schwartz-Meliska

409 West Marco Polo Road, Phoenix, Arizona, 85027

email: msf63d78@westpost.net
Home (623)587-5556 or Cell (602)301-3575
Professional Summary:
* Technical support including implementation, upgrades configuration and trouble
shooting of application and computers.
* Writing technical documentation, writing of test plans and training documents.
* User testing of applications
* Entry-level programming experience with Access and Visual Basic
* Project Management skills
* Training to end user in classroom setting
Professional Experience:
Dell Perot Systems a"Phoenix and Flagstaff Arizona
February 2008 to October 2010
Quality and Standards Analyst - Catholic Healthcare West IT Account
* Followed quality processes to ensure IT processes and standards are followed a
s written.
* Measured process performance against processes and standards; analyzes and rep
orts compliance issues.
* Worked towards the continuous improvement of repeatable processes and improvin
g Customer Satisfaction.
* Created monthly reports of quality findings.
* Used Remedy to get data for reporting
Application Project Specialist - Northern Arizona Health Account
* Provided research to create a tracking document for all current and obsolete a
pplications that are used at the Northern Arizona Health account.
* Verified there were documentations for all applications.
* This included documents for first call resolution for the help desk. Worked wi
th Application Support groups to collect and create documentation.
Business Systems Analysis a" Catholic Healthcare West IT Account
* Temporary Assignment: Provided technical support for 1st and 2nd tier calls.
* First Call Resolution on clinical applications, hardware, and user access issu
es.
* The help desk supported 50,000 employees from Physicians, nurses and all other
hospital and corporate staff from 42 Hospitals.
* The help desk support about 700 applications and handles over 35,000 calls per
month with First Call Resolution.
* Tracked all calls and incident thru Remedy Service Management application.
Business Systems Analysis a" Catholic Healthcare West IT Account
* Provided technical support on multiple time and scheduling applications which
included Ceridian and Kronos.
* Assisted with upgrades and implementations of time and scheduling applications
.
* Performed detailed application testing which includes writing of test plans.
* Worked with Remedy Service Management tool for application changes, incident t
ickets and tracking of request tasks.
* Tracked all calls and incident thru Remedy Service Management application
Atronic Americas, Scottsdale Arizona
Sale Order Analyst
February 2006 to February 2008
* Provided support to Sales Group on incoming orders. Verify that all games are
legal for each jurisdiction.
* Coordinated with Planning and Production departments to ensure that games are
built and completed to specifications.
* Worked as the Project Manager to make sure all departments are completing tas
ks in a timely manner and that the customeras needs were being met by requested
due dates.
* Provided customer service while being the liaison between Sales, Production an
d client.
Emdeon Business Services (Formally ExpressBill), Scottsdale Arizona
E-Services Specialist & Elite Account Manager
October 2002 to February 2006
* Provided technical support to clients on their internet payment products from
infancy to go-live date.
* Provided all training and support to end users on web application.
* Handled implementations, upgrades, configurations and troubleshooting of web p
ayment application.
* Provided customer service while being the liaison between vendor and clients.
* Worked as the Project Manager on all new web payment application set ups.
* Worked with top 100 customers with file transmissions to process paper stateme
nts.
* Worked with all file transmission issues which include mapping of data.
* Verified that files were received thru the online transmission and worked with
File Transfer Protocols.
* Tracked all inquires and complaints into a CRM tracking software.
* Investigated and provided various solutions to the customeras issues.

Education:
DeVry University Phoenix, Arizona
October, 2010
Bachelor of Science in Technical Management with an emphasis in Project Manageme
nt
Senior Project: Starkweather Roofing Efficient Team,
* Our team created an application process to save our client approximately about
$80000.00 a year by automating a manual process.
* Researched methods to automated process from Excel to PowerPoint
* Assisted in writing Technical Documentation and User Manual
* Wrote User acceptance testing and Test plan
* Assisted in writing final Senior Project Paper