Arnold Diaz

Responsible for the effective management and support of Employbridge’s Telecom Expense Management System and Carrier Services Vendors. Auditing Internet Service Providers, as well as all Infrastructure Technology AP invoice processing and Telecom Expense Management Processing within TEM Tangoe platform. Providing first-tier support for 400 plus branch offices within North America with regards to network outages. Triaging problems by responding to trouble tickets, assessing, and resolving the issue, or sending to second tier support. Working closely with ISPs and branch staff on any outages and network performance issues. Responsible for monthly invoice analysis, validation, and submission for approval on telecom invoices. Managing TEM inventory and services according to business customer requirements, constraints, and deadlines. Collaborating with AP, GL, Treasury and Technology teams with billing reconciliation. Coordinating, communicating, and working within the Infrastructure Team, the EB Technology Team, other EB Departments, as well as 3rd party vendors for project management, issue resolution, and support. This includes processing of all new orders for telecommunications wired services and equipment, as well as moves, adds, and changes. Responsible for coding of all IT invoices for Technology within the SAP Concur platform. Assist the team with projects as needed.

Telecom Expense Management Analyst Responsible for analyzing voice and data services, spending, and vendor management. Auditing monthly data invoices for contracted pricing compliance, ensuring invoiced amounts remain within the expected threshold. Collaborating with service providers with regards to significant invoice amount changes, filing disputes for any erroneous charges or overcharges and adjusting terms if utilization exceeds contracted pricing. Opening tickets with TEM provider to monitor invoice amounts once disputes are created to ensure bills have consistent monthly amounts per contract pricing terms. Updating stores’ master inventory of data circuits, in order for locations to have their respective services be readily identifiable when creating trouble tickets, that would be relayed to the service provider to quickly diagnose, and resolve issues, if any outages or service degradation occurs. Assist in other projects when necessary.

Telecom Expense Management/Wireless Analyst Responsible for supporting Lifecycle Management of mobility invoices analysis and optimization initiatives. Analyzing, approving, and processing mobility invoices of various clients, understanding individual unique requirements regarding allocation of wireless expenses and chargebacks to specific business units. Developing and maintaining clients’ mobile devices inventory. Providing customized, scheduled and ad-hoc reports to clients regarding monthly expenses, usage, while identifying cost savings opportunities. Implementing clients’ requests regarding moves, adds, changes, and disconnections. Acting on behalf of clients with regards to interacting with wireless vendors when it comes to ordering mobile devices, plan optimization and features and wireless accessories. Filing billing disputes with carriers when erroneous and unnecessary charges are identified. Informing clients about latest device and wireless plans discounts that offers more efficient and cost-effective mobile equipment and services. Communicates with end users’ management to guide policy and share telecom cost notifications.

Telecom Expense Management Analyst 09/2014-02/2022 Responsible for managing telecommunications invoices for multiple clients, verifying invoices in the billing system, researching billing issues and resolving discrepancies or conflicts with billing charges. Managing all telecom vendor payments through third party platforms, by approving weekly invoice export batch files and submitting to clients’ accounts payable group, along with allocated telephony expense reports. Providing telecom invoice and inventory information for multiple clients. Tracking various savings opportunities because of conducting periodical audit of client’s invoices and service contracts, identifying billing errors and recommending optimizations related to monthly telecommunications expenses. Managing documentation and resolution of billing disputes to ensure corrections are implemented on the invoices. Acting as liaison between clients and telecom carriers with regards to billing information. Providing first tier support to mobility clients when service affecting issues occur, especially pertaining to activations, device swaps, transfer of financial liability, suspensions, and disconnections. On-boarded new mobility clients with regards to training users with proprietary Telecom Expense Management software for users to be able to navigate through the new application. Acting as SME for clients when it comes to inquiries on functionality with TEM software. Project managed data gathering, testing and implementation of TEM software mobility module with large city government from the northwest, understanding their user needs when it cam to tracking provisioning, inventory and how this translates to chargebacks and reallocation. Training users with various standard and custom analytical reports available for their needs.

Sales Support/Fraud Coordinator – Regional Sales 10/2013-09/2014 Responsible for supporting the field and market operations with regards to data mining, reporting, and analysis. Generating scheduled and ad hoc reports requested by the sales operations and marketing team, including regional leadership. Providing system support for activations, cancellations and modifications of retail demo and employee devices. Acting as first point of contact for the sales team with regards to retail customer account back-end system administration. Participating in weekly meetings with the sales field, addressing any concerns they might have. Disseminating new information passed down by corporate regarding system maintenance, updated policies and procedures along with new sales promotions and directives. Performing analysis of sales activity by monitoring patterns and behaviors to identify fraudulent transactions that are occurring. Coordinating with appropriate resources to isolate, mitigate and resolve these issues. Conducting field visits to retail stores and dealer partners to observe operational processes, ensuring best practices per the corporate values are adhered to.

Data Analyst (Contract Work) – Sales and Marketing Support 03/2013–06/2013 Responsible for updating and maintaining Health Care Professional records in Astellas’ Proprietary GUI module of Salesforce.com, based on set business rules. Researching Health Care Professional (HCP) information from multiple data sources, properly identifying similar data sets that can be summarized into one concise record. Enhancing Astellas’ proprietary HCP data to limit ambiguity within the sales team. Performing data quality audits within Astellas’ GUI to provide the sales team with accurate information of Health Care Professionals (HCP’s) prescribing Astellas’ products. Acting as an application point of contact with the field sales team, assisting in data change and enhancement requests. Documenting and recording gaps within the automated data scrubbing process, identifying underlying issues and recommending solutions. Analyzing incoming workflow within the data team, distributing projects accordingly and setting expectations with internal customer base. Performing daily on-going functions in data processing of new and incoming sales information. Assisting in other assigned duties and projects.

Telecom Engineer/Wireless Billing Specialist – Network Support Services 01/2008–07/2012 Responsible for processing and analyzing wireless and data invoices monthly for Zurich NA. Providing the business with ad hoc and scheduled monthly reports, providing specific business units cost savings recommendations with regards to monthly wireless expenditures. Generating confidential ad hoc reports of wireless usage details for Human Resources, and Corporate Investigations upon request. Acting as liaison for Zurich with wireless service providers, understanding their products and services that are both beneficial and cost effective for the company. Performing wireless billing data quality assurance within service providers’ billing systems, ensuring that username and chargeback information is accurate per Zurich’s HR data. Maintaining data accuracy between wireless billing and HR information for proper cost allocation within Zurich. Acting as starting point for wireless billing data source for both Farmers and Zurich by generating monthly invoice reports that are distributed within both companies for processing, analysis, and payment. Participating in weekly meetings on Telecom Expense Management (TEM) initiatives, understanding third party TEM providers’ applications, performing User Acceptance Testing on prospective vendors’ applications and databases, and evaluating each portals’ usability for ZNA and Farmers. Assisting wireless end users with any moves, adds, changes, and disconnects made on their corporate wireless devices