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GRACY  ALCOFORADO

gracyalcoforado@comcast.net          http://www.linkedin.com/in/georgealcoforado

(845) 855-9876 (H)     (845) 702-1230 (C)

Resourceful Data and Billing Analyst, demonstrates aggressive problem determination and outstanding analytical skills.  Effective communicator, interfaces, negotiates, and partners with internal and external customers (domestic and global), vendors and carriers.  Skilled in quality assurance, project management, process improvement, meeting very tight deadlines, maintains high level of customer satisfaction.

PROFESSIONAL EXPERIENCE

INTERNATIONAL BUSINESS MACHINES CORP., Somers, NY                                      1981 - 2010

     Advisory Data Analyst - Web Conferencing Billing                                                       2008 - 2010

·        Streamlined procedures to improve production efficiency and accuracy.

·        Reduced delivery schedule by up to 3 days of vital monthly billing files to A/R Manager.

·        Co-developed requirements for RFP from 4 vendors for automated billing solution and approved vendor selection.

·        Established cross-functional team in dynamic environment to resolve substantial errors and improve performance.

·        Managed complex challenges of manual monthly billing and reporting functions. 

·        Met very aggressive deadlines for providing service data and reports to internal auditor.

     Advisory Data and Billing Analyst – Telecom Voice Billing                                         1996 - 2008

·        Reduced costs by $250K monthly.  Initiated and directed user migration to a new web-based reporting tool.  Received high-level corporate award.

·        Recognized as a reliable subject matter expert by customers and colleagues, and for exemplary customer service.  Raised the bar for consistent customer satisfaction and for building strong, enduring client relationships.  

·        Improved quality and availability of billing data and reports.  Provided enhanced flexibility to customers.

·        Managed numerous complex projects to increase number of billable voice services, reduce errors, and improve processes. 

·        Negotiated with account teams, vendors and carriers to address and resolve disputes.  Solved challenging issues in all phases of development cycle and with multiple carrier feeds to ensure continued successful processing of millions of monthly records.   

·        Directed migration of mainframe-based reporting system to PC-based CD system, then to a web-based system in the midst of multiple billing cycles.  Received “IBM Means Service” award. 

·        Initiated major web tool upgrade, increasing amount of information provided six-fold.

·        Led transition of another department’s complex Reporting System, reducing report delivery time and doubling the number of customized reports.

·        Provided retroactive Federal Excise Tax refund reports to customers prior to tax deadline.

·        Identified and eliminated errors in tax vendor’s built-in reports.

·        Met aggressive timelines for Tax department’s audit inquiries and issues.

·        Achieved recurring savings for company and customers.  Recovered data for incorrect billing. 

·        Identified severe error in carrier’s new delivery medium and prevented an interruption in billing, ensuring continued revenue generation.

·        Recognized and increased efficiency of invoice printing process and reduced costs.

GRACY ALCOFORADO                                                                                                      Page 2

    

     Staff Application Developer - Telecom Applications                                                     1981 - 1996

         

·        Collaborated in writing and monitoring multiple processes of company first-of-kind project to develop a Call Collection System to collect call records from 5 different switches nationwide, and provide accurate, timely data to billing vendor.  Wrote comprehensive operations guide.  This system contributed a new revenue stream and cost savings.  Received award.

·        Led daily operational support and issue resolution activities under tight schedules. 

·        Received awards for outstanding team effort and commitment to the business.

·        Enabled customers to optimize their networks and consistently reduce costs by collaborating in the development of, and documentation for, company’s network design product.

·        Designed, coded, tested, and installed new telecom applications and supported existing ones in a very complex environment.     

·        Mentored junior programmers.  Recognized as knowledgeable application developer and major contributor to non-departmental projects.

·        Named as I/S Excellence Coordinator in recognition of thorough knowledge of functional procedures and dedication to quality.

·        Identified significant savings during a host system migration process.  Coordinated activities, outside level of responsibility, across multiple departments for the migration.  Received award.

EDUCATION

     St. John’s University, Queens, NY - Bachelor of Science – Computer Science

TECHNICAL EXPERIENCE

     PERL, XML, XSL, SQL, QMF, DB2, C++, C, COBOL, PL/1, REXX, JCL

     MS Word, MS Excel, MS PowerPoint, MS Outlook

     z-series (Mainframe), i-series (AS/400)

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