Gearron Vinson
Cedar Hill
Summary
Systems engineer with 9 years of experience in troubleshooting, analyzing and resolving complex technical problems, utilizing advanced resolution procedures. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing customer and end-user help desk support. Exercised a high level of independent judgment, decision making, creativity and initiative.
Overview
21
21
years of professional experience
1
1
Certification
Work History
System Engineer IV
Vistra Corp
2019.11
- Improved system efficiency by implementing and optimizing hardware and software components
- Reduced downtime for critical systems through proactive monitoring and maintenance tasks
- Developed custom scripts for automating routine tasks, increasing overall productivity
- Collaborated with cross-functional teams to design, develop, and deploy scalable IT solutions in alignment with business objectives
- Resolved complex technical issues through effective problem-solving techniques and root cause analysis
- Provided expert support for end-users, ensuring optimal system performance and user satisfaction
- Conducted rigorous testing of new systems prior to deployment, identifying potential issues and mitigating risks accordingly
- Perform daily operational activities and measure process quality and compliance
- Provide analysis/configuration support for applications as needed
- Identify, evaluate and implement opportunities for automation and continuous improvement of ITIL-aligned processes
- Partner with business users, process owners, architecture and development teams to ensure effective application use
- Lead, track, and communicate status of initiatives
- Develop positive working relationships with technology teams, business teams, and vendors in order to promote alignment between functions
- Design and create metrics for improved measurement and reporting
- Once a month serve as the On-Call person for a week where I am the initial contact person if a problem was to occur
- Understand and support the value drivers for Vistra to identify and deliver innovative value creation ideas.
Production Support Analyst
AMBIT ENERGY
2016.05 - 2019.11
- Provide support and assistance to the end user of our software applications
- Troubleshoot and resolve reported issues pertaining to software applications used by end user, including recommending upgrades
- Document problems with all production applications and track the problem until resolution
- Once a month serve as the On-Call person for a week where I am the initial contact person if a problem was to occur
- Reduced downtime with proactive monitoring, troubleshooting, and maintenance of production systems
- Enhanced product quality by implementing rigorous testing procedures and identifying areas for improvement
- Perform disaster recovery test to ensure system availability and functionality
- Support weekend system upgrades which I provide technical support and knowledge of system availability times.
Workforce Coordinator
AMBIT ENERGY
2015.07 - 2016.05
- Use forecasting to create schedule and assure staffing needs are met throughout the day
- Provide real time alerts and notifications
- Provide regular schedule adherence reporting and statistics
- Update/modify call center schedules and scheduled activities as needed
- Realtime monitoring of call center activities, including but not limited to call volume and agent activities
- Streamlined workforce scheduling by implementing efficient planning strategies and software tools
- Enhanced employee satisfaction through timely resolution of personnel issues and proactive communication
- Developed comprehensive training programs for new hires, improving onboarding and integration processes.
Customer Service Representative
Ambit Energy
2014.05 - 2015.07
- Manage heavy incoming calls from customers regarding billing inquiries, payments, move request, cancellations, power disruption, disconnection notices and meter read request etc
- Process new customer enrollments
- Make outbound collection calls on past due electric accounts
- Maintained a callback report on accounts that required on-going attention
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Streamlined call center processes for improved efficiency and reduced wait times
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Developed strong product knowledge to provide informed recommendations based on individual customer needs
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Logistics Specialist
CENTERSCOPE TECHNOLOGY
2011.04 - 2013.10
- Provide weekly report to management and recruiters of new hire arrival for processing
- Upload pre-arrival information into the company's database for candidates arriving to the deployment center for training and processing
- Coordinate billeting for new arrivals with the hotel staff, ground transportation, meals and conference rooms used for processing personnel
- Schedule candidate flight to the Deployment Center once visa requirements have been met
- Meet & Greet newly hired candidates on arrival to the deployment center
- Assist completion of new hire packets, taking the candidates photo and creating and distributing id badges
- Upload all new hire information in the company's database
- Conduct daily roll calls for new hires
- Coordinate flights for disqualified candidates to their HOR
- Facilitate Deployment Packets for candidates that have completed processing and are Ready to Deploy
- Create Ready to Deploy list send to DI Afghanistan CSO.
Consultant Support Representative
AMBIT ENERGY
2008.07 - 2011.04
- Assisted independent consultants with questions regarding customer accounts, commission payouts, website inquiries etc
- Received heavy incoming calls assisting customers with billing inquiries, payments, move request, cancellations, power disruption, disconnection notices and meter read request
- Assisted new consultants with the enrollment process for new accounts
- Explained the consultation business to individuals who called in to inquire about possibly becoming future consultants
- Maintained a callback report on accounts that required on-going attention
- Assisted clients in navigating complex industry challenges, offering expert guidance and strategic recommendations
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
Benefits Administrator
BENE SYSTEMS TECHNOLOGY INC
2003.03 - 2008.05
- Provided employees and providers with medical benefit information
- Streamlined benefits enrollment procedures for improved employee experience and reduced processing time
- Enhanced employee satisfaction by efficiently managing benefits administration processes
- Keyed enrollment packets for annual enrollment, new hires and qualified life changing events
- Processed Leave Of Absence request
- Assisted employees with changes to their benefits such as adding medical, dental and vision benefits
- Assisted with appeal request on denied claims
- Provided each with a monthly report of expenses spent on each individual employee benefits
- Keyed termination info into Complink database to request Cobra paperwork to be sent.
Customer Service Representative
UNITED HEALTHCARE
2001.10 - 2003.02
- Assisted patients and providers with denied, unpaid and underpaid claims
- Assisted customers with questions regarding co-pay, co-insurance, out of pocket and deductible amounts
- Assisted customers and providers with medical benefit information
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Pharmacy Network Analyst
ADVANCE PCS
1998.07 - 2001.06
- Maintained the pharmacy database via AS400
- Keyed contract information for new pharmacies in the system
- Assisted pharmacy techs with contract disputes
- Used problem solving skills to help pharmacy techs adjudicate denied claims
- Provided replacements for missing checks and explanation of benefits to pharmacies.
Education
AAS Computer Information Technology: Software Programmer/Developer -
Richland College
Dallas, TX07.2019
AAS Computer Information Technology: Personal Computer Support -
Richland College
Dallas, TX12.2017
High School Diploma -
Terrell High School
Terrell, TX05.1992
Skills
- Microsoft PowerPoint
- Microsoft Office
- Microsoft Excel
- HTML & CSS
- SQL
- C#
- Javascript
- ASP.Net
- Data Analysis
- Programming
- Help Desk Software
- Systems Analysis
- Technical Analysis
- Systems Analysis and Design
- Data Visualization and Presentations
- Data Cleaning
- Tableau
- Database Management
- Data Mining
- Excel Functions
- Python Programming
- Data Storytelling
- Data formatting
- Tableau Software
- R Programming
- Database Programming and SQL
- Data Science
- Statistics and SAS
Details
Cedar Hill, TX, United States, 4699098475, gearronvinson@gmail.com
Personal Information
Title: System Analyst
Certification
The University of Texas at Austin
Data Analytics Essentials
Date of achievement: October 2024
Brookhaven College
Computer Information Technology: Programmer Level 1
Date of achievement: December 13, 2018
El Centro College
Computer Information Technology: Visual Studio Developer
Date of achievement: December 13, 2018
El Centro College
Computer Information Technology: Software Programmer/Developer Assistant
Date of achievement: December 13, 2018
Richland College
Computer Information Technology: Help Desk/User Support Technician
Date of achievement: May 12, 2016
Richland College
Computer Information Technology: Technology Support
Date of achievement: May 12, 2016
Richland College
Microsoft Office Specialist – Office Access 2013
Date of achievement: May 7, 2016
verify.certiport.com – yzMB-DTWu
Richland College
Microsoft Office Specialist – Office Excel 2013
Date of achievement: December 12, 2015
verify.certiport.com – wNKQ4-22MU
Richland College
Microsoft Office Specialist – Office Word 2013
Date of achievement: December 6, 2014
verify.certiport.com - wyJGm-4SHm
Timeline
System Engineer IV
Vistra Corp
2019.11
Production Support Analyst
AMBIT ENERGY
2016.05 - 2019.11
Workforce Coordinator
AMBIT ENERGY
2015.07 - 2016.05
Customer Service Representative
Ambit Energy
2014.05 - 2015.07
Logistics Specialist
CENTERSCOPE TECHNOLOGY
2011.04 - 2013.10
Consultant Support Representative
AMBIT ENERGY
2008.07 - 2011.04
Benefits Administrator
BENE SYSTEMS TECHNOLOGY INC
2003.03 - 2008.05
Customer Service Representative
UNITED HEALTHCARE
2001.10 - 2003.02
Pharmacy Network Analyst
ADVANCE PCS
1998.07 - 2001.06
AAS Computer Information Technology: Software Programmer/Developer -
Richland College
AAS Computer Information Technology: Personal Computer Support -
Richland College
High School Diploma -
Terrell High School
The University of Texas at Austin
Data Analytics Essentials
Date of achievement: October 2024
Brookhaven College
Computer Information Technology: Programmer Level 1
Date of achievement: December 13, 2018
El Centro College
Computer Information Technology: Visual Studio Developer
Date of achievement: December 13, 2018
El Centro College
Computer Information Technology: Software Programmer/Developer Assistant
Date of achievement: December 13, 2018
Richland College
Computer Information Technology: Help Desk/User Support Technician
Date of achievement: May 12, 2016
Richland College
Computer Information Technology: Technology Support
Date of achievement: May 12, 2016
Richland College
Microsoft Office Specialist – Office Access 2013
Date of achievement: May 7, 2016
verify.certiport.com – yzMB-DTWu
Richland College
Microsoft Office Specialist – Office Excel 2013
Date of achievement: December 12, 2015
verify.certiport.com – wNKQ4-22MU
Richland College
Microsoft Office Specialist – Office Word 2013
Date of achievement: December 6, 2014
verify.certiport.com - wyJGm-4SHm
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