DAWN WALLS

PO Box 223, West Grove, PA 19390 (610) 268-5386 / dw63c916@westpost.net

PROFESSIONAL SUMMARY:
* 13 years experience as an Application Support Specialist, Software Support Ana
lyst, Billing Systems Analyst, Research Administrator and Customer Account Execu
tive working for Amdocs and Comcast.
* Proven ability to manage complex application support, software support, billin
g and research activities with a consistent track record of meeting or exceeding
all performance based objectives.
* Experienced in a broad array of business support functions focusing on data ma
nagement, user training, special project administration and conversion processes
.
* Additional areas of expertise include but are not limited to management level
report development, billing platform upgrades and workflow optimization.
PROFESSIONAL WORK HISTORY:
1/10 to Present Application Support Specialist, Amdocs, West Chester, PA
Provide data center end-user phone support to resolve software related proble
ms, act as the primary contact for third party ID creation and track new use
r adds to AMSS.
Train end users in third party software applications, provide on-site field s
upport and produce monthly management reports as requested.
Coordinate special projects/software releases, maintain working knowledge of
all software enhancements and conduct software training classes as necessar
y.
Support external vendors in all new software testing/implementation procedure
s and perform research on software enhancement requests.
7/07 to 12/09 Software Support Analyst, Comcast, West Chester, PA
Provided data center end-user phone support to resolve software related probl
ems and handled special projects including rate increases/auto rate changes,
message selects, tax increases, late charges and business number changes.
Initiated addressable support procedures that included ANI, ARU, OLVQ and Box
Drivers and assisted with Corp Merges, Corp Splits and Cycle Split implemen
tation.
Other duties consistent with those described above.
3/03 to 6/07 Billing System Analyst, Comcast, New Castle, DE
Supported Amdocs billing platform with emphasis on rate code creation, messag
e selects, sum code requests, reporting center adds/changes and adjustment c
ode adds/changes.
Processed type 30 rate increases/complex rate increase runs, participated in
tax audits/changes, billing conversions, normalizations, standardizations an
d billing platform upgrades.
Consulted with the data center to resolve billing problems in addition to cre
ating/maintaining user ID's, passwords, tech numbers and sales numbers.
 Compiled and distributed daily, weekly and monthly SQL server/data warehouse
reports and provided support to regional data warehouse users as necessary.
Assisted with loading/running monthly PPV events through PPV Event Scheduler.
DAWN WALLS
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5/99 to 3/03 Research Administrator, Comcast, New Castle, DE

Identified and researched billing database discrepancies, expedited workflow
and provided point of contact support to customers and vendors.
Consulted other departments on new data implementation procedures, provided s
pecial project support and produced management level reports as requested.
8/97 to 5/99 Customer Account Executive, Comcast, New Castle, DE
Resolved customer technical issues, recorded customer information/inquiries,
researched service and equipment problems and processed customer payments.
EDUCATION:
2006 A.A. in Business Administration, Western International University