Iola Green

• Conceive, upsell, and deliver Managed Services to customers including monitoring & infrastructure management, application management and business process management.
• Lead Support, Maintenance, and Managed Services with full P&L accountability
• Drive strategic vision and cross-functional collaboration across Sales, R&D, and Professional Services
• Oversee SLA compliance, service delivery, and continuous improvement initiatives
• Manage client relationships and support business growth through proposals and M&A activities
• Drive operational efficiency by implementing best practices, process improvements, and automation initiatives within the managed services and support operations.
• Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.

• Regression and functionality testing and for performance of the software product. Analyze and research reported defects in product or network connectivity issues.
  SQL Data mining and report writing. Some Linux experience. Supported telecom billing and POS systems, managed change control and defect tracking
• Ran billing cycles and delivered financial reports
• Conducted SQL data mining, QA, documentation, and client/staff training
• Coordinated with offshore teams and led daily support operations
• Streamlined support processes for increased efficiency and faster issue resolution.
• Trained new support analysts, contributing to the overall growth and success of the team.

• Led billing operations, audits, and report automation
• Designed system enhancements and managed billing compliance
• Collaborated with cross-functional teams to develop system solutions tailored to business needs.
• Enhanced collaboration between IT teams by standardizing communication protocols around system requirements, project progress updates, and change management processes.
• Implemented rigorous testing procedures to ensure optimal performance and minimize errors in software applications.

• Maintained customer databases and system interfaces
• Streamlined backup and recovery processes, enhancing overall system stability and availability.
• Reduced data retrieval times for business users by creating indexed views and optimizing stored procedures.
• Researched and resolved billing discrepancies to enable accurate billing.
• Worked with multiple departments to check proper billing information.
• Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
• Collaborated with the collections team to recover overdue payments from clients, maintaining cash flow and minimizing write-offs.
• Played key role in annual audit process by providing comprehensive billing records and explanations for variances.