Precilla Medina
Austin,TX
Summary
A professional with over 30 years of experience with the Texas Child Support System with 3 years in a leadership role, including management up to thirteen direct reports. Well organized with the ability to manage and multi-task multiple projects. Proficient with Service Now Software, supporting incidents, production issues, documentation, managing change logs, workflow, reporting, and administration. Developed procedures and processes to improve business functions within the Help Desk team. Effective communication, collaborative collaborator, and problem-solving talents combined with success in configuration & development, process/workflow improvement, data analysis and reporting.
Seasoned technology professional with strong foundation in system analysis and history of impactful contributions to project outcomes. Known for collaborating effectively with teams to drive results and adapting to evolving project requirements. Expertise in troubleshooting, requirements gathering, and process optimization, combined with commitment to excellence and reliability.
Overview
33
33
years of professional experience
Work History
System Analyst
Office of Attorney General – State of Texas, Austin, TX
Austin, TX
07.2022 - Current
- Provided technical support for end-users, resolving issues promptly and effectively.
- Provide concise instructions to customers to resolve the incidents.
- Update resolved ticket information in the Service Now System
- Disseminate help desk tickets to subject matter experts as needed.
- Provide technical guidance and troubleshooting assistance to system users in correcting system errors.
- Analyzed system requirements to enhance operational efficiency and support legal processes.
- Developed and maintained documentation for system protocols and procedures to ensure compliance.
- Evaluated emerging technologies for potential adoption, supporting strategic planning and implementation efforts.
- Mentored junior analysts, providing guidance on best practices and professional development opportunities.
- Collaborated with cross-functional teams to develop system solutions tailored to business needs.
- Enhanced user experience through the implementation of interface updates and usability improvements.
- Enhanced collaboration between IT teams by standardizing communication protocols around system requirements, project progress updates, and change management processes.
- Conducted comprehensive system analyses to identify areas for improvement and optimization.
- Implemented rigorous testing procedures to ensure optimal performance and minimize errors in software applications.
- Developed detailed technical documentation to facilitate knowledge sharing among team members and aid in future troubleshooting efforts.
- Collaborated with upper management to drive strategy and implement new processes.
- Assessed business requirements to create focused solutions.
- Spearheaded data migration projects, ensuring seamless transfer of information between systems.
- Gathered requirements and performed gap analysis through design workshops with users.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
System Analyst V
Office of Attorney General – State of Texas, Austin, TX
Austin, TX
01.2017 - 11.2021
- Coordinated activities by scheduling assignments, setting priorities, and directing employees.
- Verified employee job performance through the review of completed assignments.
- Analyzing business requirements, developed software specifications, created test plan with assessment scenarios to execute system test.
- Provide written documentation and procedures, sharing knowledge testing activities.
- Improved system efficiency by analyzing and optimizing software processes.
- Fostered a culture of continuous improvement within the organization by actively soliciting feedback from end-users on system performance and incorporating user suggestions into future development efforts.
- Spearheaded data migration projects, ensuring seamless transfer of information between systems.
- Gathered requirements and performed gap analysis through design workshops with users.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Offered input for complex documents to support client-ready final versions.
- Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
System Analyst IV
Office of Attorney General – State of Texas, Austin, TX
Austin, TX
08.2014 - 12.2016
- Analyzed Business Requirements Document (BRD)
- Attending all JAD sessions to gather business requirements.
- Develop Software Requirements Specifications (SRS) documents.
- Designed test plans, created test files by utilizing Excel or Core FTP
- Reviewed and analyze data sets in TS02 and create test scripts for projects assigned.
- Collaborated with T1 Developers to review Software Design Document (SDD) and unit test results to ensure all requirements satisfied.
- Execute testing, document results and defects, track all testing documents in Rational Quality Manager (RQM) system.
- Coordinate, monitor and facilitate user acceptance testing with business partners.
- Communicate effectively with all stakeholders to discuss potential problems and immediately formulate solutions.
- Mentor and train newly hired Business Analysts and Developers on T1 processes with TXCSES mainframe knowledge.
- Multitasked with multiple assigned projects, simultaneously to meet all deliverable dates.
- Contribute testing expertise and TXCSES knowledge with other project teams.
- Support and research complex trouble tickets assigned to TNT as help desk remedy when primary support staff is out of the office.
- Support testing applications on TXCSES as needed by other IT areas.
- Designated as T1 representative for Change Management Patch Group
- Attending meetings to review and approve modifications or upgrades to IT systems.
- Collaborated closely with project managers to clearly identify assigned projects while ensuring the scope of the project progressed.
- Demonstrated flexibility to assist in various roles with other analysts and/or developers and identified links to help improve workflow.
System Analyst III
Office of Attorney General – State of Texas, Austin, TX
Austin, TX
02.2013 - 08.2014
- Oversee and monitor system TNT and Errors mailbox for incidents submitted.
- Update completed ticket information to BMC Remedy System
- Distribute help desk tickets to subject matter experts which require additional research.
- Review TRMS errors report and provide detailed information to field office users.
- Reviewed, researched, and analyzed complex financial requests.
- Assist management, peers, other IT sections and customers.
- Actively participate in works sessions with BRD, SRS, SDD reviews
- Create Software Requirement Specification (SRS) documents, write test plans and scripts for projects assigned.
- Execute testing, document results and defects; track all tests in Rational Quality Manager (RQM) system.
- Coordinate, monitor, perform system testing and facilitate user accepting testing with stake holders.
- Help and research cases as inquiries arise from a DRA audit.
- Communicate effectively with all stakeholders to discuss potential problems and immediately formulate solutions.
- Support testing of applications on TXCSES as needed by other IT areas.
Program Specialist IV
Office of Attorney General – State of Texas, Austin, TX
Austin, TX
09.2002 - 02.2013
- Experience with analysis in reviewing, researching, and analyzing complex financial adjustment requests.
- Ensured all policy and audit requirements were satisfied before approving and initiating financial adjustments.
- Skilled in prioritizing and organizing daily workflow; utilizing mainframe and productions reports to complete assignments.
- Produced and maintained spreadsheets consist of daily operations and special projects.
- Served as team lead monitoring assignments and work activities within payment adjustments section.
- Provide written procedures, on the job training, collaborating with personnel within their professional work development.
- Recommend and implement improvements in processes to Payment Processing Manager
- Designated as the section subject matter expert (SME) to work with System Development Staff
- Assist with testing and implementation to correct system errors to TXCSES.
- Designated as payment processing representative for administrative review hearings with General Counsel
- Knowledgeable in financial processes relied upon with assisting the development and review of all agency policies with Field Operations and Policy and Procedures
- Communicate effectively with all stakeholders to discuss potential problems and immediately formulate solutions.
- Collaborated with IT staff to obtain resolutions on technical system issues.
- Consistently met times frames of task currently assigned i.e., morning mail assignments (BADJ/RADJ) emails, returned warrants, monitor centralized mailboxes for Payment Processing, Federal Offset Negative Adjustment report, POI request, Undistributed Collections reports
- Served as Adjustment Liaison to assess and help our State Disbursement Unit in San Antonio
- Assumed responsibilities for reviewing assignments, projects, and prioritizing workloads for staff in accordance with timelines and due dates.
- Provided technical guidance, direction, and assistance to peers in completion of complex projects assignments.
- Resolved complex technical procedural or policy issues.
Administrative Technician IV
Office of Attorney General – State of Texas, Austin, TX
Austin, TX
01.1998 - 08.2002
- Entered support order obligations to TXCSES system.
- Maintained status with significant caseloads of morning mail assignments and returned warrants.
- Reviewed and approved peers support order activities
- Effectively formulated procedures on how to extract data outcomes of adjustments.
- Assessed disbursements for interstate warrants returned by other state agencies.
- Analyzed and approved receipts adjustments initiated by field staff.
- Replied to inquiries from field staff concerning adjustments, State Debt Setoff and IRS processes.
- Reconciled and assessed USAS cases.
Administrative Technician II
Office of Attorney General – State of Texas, Austin, TX
Austin, TX
02.1996 - 12.1997
- Completed D41's worksheets and 1774's with case and refund information for approval.
- Documented NO1 notes on receipts for IRS refunds from field staff.
- Reviewed and analyzed cases with undistributed money that appeared on SAS Run reports.
- Researched cases with zero arrears or arrears balances that fell below certified amounts.
- Modified and deleted Social Security numbers and case type changes requested from field staff.
- Verified all updates the next workday and made NO1 notes on cases.
- Completed D41 worksheet for the reissue of replacement for IRS payments, reported lost, stolen or previously canceled warrants due to bad addresses.
- Maintained files for pending refund requests and sent additional notification to field staff to resolve pending items.
- Served as a back-up to IRS Liaisons by answering phones when callers requested pertinent information on cases.
- Prepared for new system implementation by focusing on different data elements for support order entry screens and BLNC entries with correct beginning arrears balances.
- Reviewed and approved peers support order entries
Transfer System Operator
Office of Attorney General – State of Texas, Austin, TX
Austin, TX
03.1995 - 01.1996
- Completed all downloads and uploads for daily collections and referral files to Transfer System
- Verified necessary system entries to all reports and county batches placed in a verified status.
- Ran calculator tapes on the appropriate batches to verify the total with system reports balanced.
- Managed all requests for copies of checks from Adjustment section.
- Created a log for tracking all requests and documented all critical data received.
- Collected data for monthly local distributed collections and totals for each project office.
- Input collection totals into Excel program to establish case statistics by monthly due dates.
- Maintained a list of contacts, addresses, bank information and other significant information for the automation section.
- Performed back-up functions for reconciliation, monitoring and referrals.
Operations Support Specialist
Office of Attorney General – State of Texas, Austin, TX
Austin, TX
12.1992 - 02.1995
- Generated necessary system entries for coupons and envelopes to requesters.
- Airborne Express weekly coupon tape and reports to the coupon vendor, prepared cancellation vouchers for canceled warrants by reason codes, object codes, and alphabetical order
- Balanced daily vouchers by running calculator tapes to balance and vouchers assigned.
- Ensured timely and accurate handling of documents required filming and archiving.
- Mailed 1731 copies with documents needing field staff attention.
- Maintained adequate controls for collection receipts books.
- Coordinated the ordering of new receipt books with the print shop before supplies exhausted.
- Performed task with direct data entry of payments onto the child support automated system.
- Extensive data entering, verifying, assigning batch numbers.
- Completing header sheets, distributing batches to data entry staff, and balancing at the end of each day
- Performed as back-up to the remittance processing device (RPD) of child support automated system.
- Monitored task associated with the direct data entry of payments onto the child support automated system.
- Entering, verifying, assigning batch numbers, completing header sheets, distributing batches to data entry staff, and balancing at the end of each day
- Operated remittance processing device (RPD) of daily upload to child support automated system
- Assisted in mail room opening mail and identifying payments to cases.
Education
High School Diploma -
Albert Sidney Johnston High School
Austin, TxSkills
- Business process analysis
- User requirements
- Mainframe server systems
- User acceptance testing
- Teamwork and collaboration
- Project documentation
- Functional specifications
- Multitasking Abilities
- Team collaboration
- Software development methodologies
- Agile methodology
- Technical analysis
Languages
Spanish
Native or Bilingual
Timeline
System Analyst
Office of Attorney General – State of Texas, Austin, TX
07.2022 - Current
System Analyst V
Office of Attorney General – State of Texas, Austin, TX
01.2017 - 11.2021
System Analyst IV
Office of Attorney General – State of Texas, Austin, TX
08.2014 - 12.2016
System Analyst III
Office of Attorney General – State of Texas, Austin, TX
02.2013 - 08.2014
Program Specialist IV
Office of Attorney General – State of Texas, Austin, TX
09.2002 - 02.2013
Administrative Technician IV
Office of Attorney General – State of Texas, Austin, TX
01.1998 - 08.2002
Administrative Technician II
Office of Attorney General – State of Texas, Austin, TX
02.1996 - 12.1997
Transfer System Operator
Office of Attorney General – State of Texas, Austin, TX
03.1995 - 01.1996
Operations Support Specialist
Office of Attorney General – State of Texas, Austin, TX
12.1992 - 02.1995
High School Diploma -
Albert Sidney Johnston High School