1. ERIC T. NICOSON
2066 WEXFORD RD, PALMYRA P.A. 17078 (717) 534-1358; Cell (717) 639-5969
ericnicoson@gmail.com
OBJECTIVE: Senior/mid-level management position requiring multidisciplinary business project development,
combining operational management, informational technologies, and educational training.
EXPERIENCE: Novitas Solutions Group, EDI Analyst I (Jan, 2012 to Sept, 2014)
• Responsibilities include troubleshooting technical and customer related challenges posed via
JH/J12 contracts for Medicare related markets.
• Assist Provider, Clearing House and Vendor support regarding electronic claims including
rejections at 999 or 277-CA stage. ERA status, re-post and linkage results.
• Process in EDI enrollment forms/setup requirements as needed. Help install, configure and basic
understanding of supported software, PC-ACE pro32 and Easy-Print Remit.
• Thorough understanding of internal process and procedures as it pertains to all EDI customer
requests via company guidelines and policies.
The Sutherland Group, LTD, Supervisor (1999-2011)
• Management of phone support technicians in a business processing and outsource center.
• Scheduling of personnel to meet monthly call volume forecasts.
• Flexibility to drive regularly changing program metrics, devise improvement plans through
communication with support staff, and tracking program goals frequently.
• Analysis of client FCR/CSAT objectives and implementing action plans to improve efficiencies
and quality assurance.
• Supervisor management of varying number of employees – hiring, placement, coaching,
mentoring, disciplinary measures. Procurement of scheduling, and benefit and payroll approvals.
• Work with Site Manager of budget analysis for profit determination based upon call volumes,
staffing levels of short/long term, and direct labor costs associated with program metrics.
• Management of revolving client service accounts – most recent programs include, Jackson-Hewitt,
Lenovo and SupportSoft. Responsibilities ranging from complete supervision, to shared coverage
between sites and conducting daily/weekly client communication meetings.
• Develop, train and coaching of Sales initiatives per client need, and procurement of reaching
expected sales goals as products and services regulate on a regular basis.
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• Fender Musical Instruments (1995-1998)
• Responsible for all literature and ‘Point of Purchase’ materials in the Marketing Services division.
• Web site design and development of merchandise utilizing PhotoShop and software applications.
• Research of various divisional product specifications for web-site and archival inventory.
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• Cornell Information Technologies, CIT (1991-1993)
• Daily operational functions utilizing MVS, CMS, VM, AIX, and Jes2 on mainframe systems.
• Data archive storage and printing of various documents for employee/student campus purposes.
• Hardware, cabling, computer setup and installation.
AWARDS: STP Certification – Supervisor Training Program
Manager’s Excellence Award **Various customer service and customer support awards
EDUCATION: Ithaca College, Ithaca, New York, Master of Science in Corporate Communications, 1995
Ithaca College, Ithaca, New York, Bachelor of Science in Photography/Advertising, 1988
OTHER: Operating Systems: Win 2000, NT, XP, and Win 7, Mac, and overall computer savvy
Software Applications: MS Office/Works, Access, Remedy, Siebel, Outlook, Avaya-CMS, VPN.
ISO certification process, Six-Sigma exposure, and regular use of Avaya/Nortel telephony systems.