SUMMARY:

• A Project Manager, Business Analyst, Quality Assurance Testing Engineer, and Release Manager in the information systems and consulting field for over 30 years, providing services in testing, designing, monitoring, and reporting on relational database systems and Interactive Voice Response (IVR) systems for clients in a wide range of industries including state systems, healthcare, insurance, retail, logistics, telecomm, auto warranties, and call centers.
• Professional experience includes: Development of multi layered test plans and scripts, complex technical business solutions and communication of project estimates, plans, deliverables, and status to team members and appropriate levels of management. Responsibilities include: analyzing informational needs, modeling business processes, producing functional and technical specifications, diagramming data models, and design of network system specifications. Also authored training plans, manuals, and systems operations procedures.
• Technical experience includes:An excellent working knowledge of applications and systems development methodologies, object oriented design (FoxPro, Access, Visual Basic), Web based applications (ASP.net, .NET, ADO), time reporting tools (Microsoft Project), report tools (Crystal Reports, FoxPro, Access), graphical diagram (Visio, Word), and Microsoft Office Suite 2003 and 2007. Extensive experience in utilizing formal Business Analyst techniques and project control status reporting. IVR design, testing, call flows, speech recognition and tuning, Hammer, automated and manual testing.
• Personal qualifications include:Self - motivation, attention to detail, ability to handle multiple tasks and to work effectively in a team environment while promoting important skills such as organization and written/oral communication. Qualified to build and assist teams to accomplish objectives and priorities, establish and communicate team leadership, negotiation skills, and decision-making. Capable of communicating a strong sense of urgency to develop and meet aggressive project goals and demonstrating an excellent interface with management, programmers, technical personnel and users.

TECHNICAL SKILLS:

Methodologies: Agile, Anderson Life Cycle, Waterfall

Production: Microsoft Office Suite 95/97/2000/XP/Vista (Word, Excel, PowerPoint, Access), Adage, OnBase, Hummingbird

IVR - Speech: Nuance 9, Genesys, Client/Host Systems

Testing: QA, UAT, Release Management, HP Application(Quality Center), Management Lifecycle, Manual and Automated, Mercury Rose, Test Director, IR Tracker, Clear Quest, Empirix HammerDatabase: FoxPro Dos 2.5/2.6 Visual FoxPro 3.0/5.0/6.0/7.0/8.0 , Visual Basic, MS Access, Lotus Notes, MS SQL, MySQL, Pervasive, Mainframe, Adage, OnBase

Reporting: Crystal Reports, FoxPro, MS Access

Web: Front Page, ADO, ASP.net, .Net, VB.net, Java

Scheduling: Microsoft Project

Operating: Microsoft-Dos, MS Windows 3.1/95/98/2000/ NT4.0/XP, Mainframe

Graphical: PowerPoint, PageMaker 5.0, and Corel Draw 9

Diagramming: Visio Flow Charter 2003/2007/2009

Accounting: Great Plains Enterprise, Peachtree, PeopleSoft

Others: Data Dictionary Usage, Entity Diagrams, Citrix

PROFESSIONAL EXPERIENCE:

Confidential, Lansing, MI

Business Analyst, Quality Assurance Test Engineer

Responsibilities:

• Developing, planning, design,and executionof requirementsfor OnBase application to move server from one location to another state.
• Build test cases for upgrade of OnBase application and apply the HP Quality Center standards
• Build test data for test cases within HP Quality Center.
• Develop documentation for Test Plan to move OnBase application and do upgrade for 5 versions.
• Test OnBase application per test cases using HP Quality Center.
• Documented issues within HP Quality Center application

Software and Hardware: OnBase, version 9.0 thru 13.

Confidential, Colorado Springs, CO

Project Manager, Business Analyst and Quality Assurance Test Engineer

Responsibilities:

• Overall responsibility for the successful initiation, planning, design, execution, monitoring, controlling and closure of IVR projects with commitment to strong customer service.
• Worked with Call Center Management building requirements for New Implementations, Change Controls, Tunings, and Release Management for IVR applications.
• Responsible for maintaining Quality Assurance Standards for Call Center Genesys applications.
• Built User Interface (UI) design documents for Speech and Host Connect applications used at Call Center locations.
• Maintained Call Center backup locations applications designed for emergency transitions.
• Designed applications for Business Hours, Holidays, and After Hours conditions.
• Lead and Participated in JAD (Joint Application Development) sessions gathering business requirements for IVR approach and implementation.
• Assisted in analyzing and evaluating the business needs and conducted technical design walk-through to develop project scope definition.
• Built Process IVR Flowcharts in Visio for System Design.
• Mapped extracted host connected data into call flow.
• Developed test plans, test scripts and executed testing. Ensured test conditions and test cases that were developed, met stakeholders' expectations, and walkthroughs and signoffs were accomplished.
• Created Test Case Protocols for each major function that included - Set Up, Procedure, Expected Results and Actual Results
• Supervised and Assisted in the execution of System and UAT scripts
• Coordinated Release Management of new applications and changes to applications for pre/post production.
• End to end successful completion of tasks using speech as input and Invalid input.
• Entering of invalid speech information as input for menus,
• Invalid Input - DTMF
• Non-Responsive
• User failing to input any data at a menu.
• English Speech Recognition
• Tracked defects, fixes, and enhancements and prepared Test Results Document

Software and Hardware:

• IVR: Edify v9.5
• Speech Recognition: Nuance v8.5 and 9, Tier B,
• Speech Recognition Addition Language(s): Spanish plus 16 other languages.
• Text-to-Speech: Nuance Real Speak 4
• CTI Interface: Genesys v7.2 Connector
• Servers: For each site, three Dell PE2950, for IVR, Speech Recognition, and Text-to-Speech servers. Each machine contains a dual-core 3.0 GHz Xeon processor with 4 GB RAM and 73 GB disk, running Windows 2007 Server.
• Telephony Interface: One NMS CG 6565/6400 board per IVR server; 96 port (4 T1) capacity

Confidential, Des Moines, IA

Business Analyst and Testing Coordinator

Responsibilities:

• Assisted in analyzing and evaluating the business needs to develop project scope definition.
• Participated in JAD (Joint Application Development) sessions to gather specific Business and Functional Requirements through a speak up, share ideas and ask questions process.
• Researched impacts of stated business requirements and assisted in identifying potential solutions.
• Communicated with non-project team members to update them on project status and/or to obtain information needed to assist with the project.
• Participated in technical design walk-through to ensure stakeholders' expectations.
• Authored the Business and Functional Requirement documents and obtained required signoffs.
• Built Process Flowcharts in Visio for System Design.
• Maintained, managed and monitored a project issue log to ensure issues were being addressed and resolved. Facilitated resolution or escalation as appropriate.
• Reported project status and performance to Project Sponsor, Project Team and all stakeholders on a weekly basis. Participated in deliverable and phase review meetings with Project Team.
• Effectively utilized the time of all Subject Matter Experts.
• Developed test plans, test scripts and executed testing. Ensured test conditions and test cases were developed, meet stakeholders' expectations, and walkthroughs and signoffs were accomplished.
• Developed training and communication materials for field offices.
• Participated in project closing procedures including moving documents to permanent location and securing a backup disk.

Confidential

Testing Manager

Responsibilities:

• Developed Test Suite/Case construction in MS Excel and documented in Word for repeatability
• Test cases covered Use Case, Logical, Component and Deployment views associated with Class, Scenario, Interaction, Sequence, Collaboration and State Diagrams
• Created Test Case Protocols for each major function that included - Set Up, Procedure, Expected Results and Actual Results
• Supervised and Assisted in the execution of System and UAT scripts
• Exercised these tests for each new build through all cycles and iterations
• Maintained results of System and UAT scripts
• Tracked defects, fixes, and enhancements
• Consulted with Business Analysts and developers for requirement reviews
• Prepared Test Results Document
• Performed Functional, Performance and Regression testing.
• Followed Global Test Objectives and Strategy.
• Utilized Phased testing Methodology (Test suite format, Test Case format, and Phase Exit criteria.)

Confidential, St. Louis, MO

Release Manager

Responsibilities:

• Progress to date
• Handoff of bugs/defects between groups
• Cross-group issue resolution
• Any issues impacting testing progress
• Lead System Test and UAT and coordinated all processes and activities related to test planning and execution.
• Refined and designated work plan tasks to adapt to site specifications.
• Worked closely with Testing Leads and tester teams to facilitate defect management, status reporting, and management of all testing activities.
• Worked with project and environment team to ensure code and environments ready for testing.
• Facilitated daily testing meetings with development team to review defects.
• Facilitated daily testing meetings with testing team to communicate fixes.
• Validation of HIPAA privacy regulations to properly validate caller identities.
• Application Logic per Business Area:
• Eligibility and Benefits
• Deductibles and Claims Status
• Provider (Doctor) Finder
• ID Cards and FaxBack
• Billing and Auto Pay- AIP
• Call Flows
• Call Routing
• Screen Pops (CTI - CCB Phone)
• Test Scripts covered:
• End to end successful completion of tasks using speech as input and Invalid input.
• Entering of invalid speech information as input for menus,
• Invalid Input - DTMF
• Non-Responsive
• User failing to input any data at a menu.
• English Speech Recognition
• Release Management Responsibilities
• Defined testing and quality assurance processes.
• Coordinated and oversaw testing resources in California and Missouri Call Centers
• Defined overall test approach and format models and oversaw site adherence.
• Structured the work and the work plans.
• Defined the testing roles and responsibilities.
• Provided Point of Escalation for any issues.

Confidential, Des Moines, IA

Business Analyst

Responsibilities:

• Gathered business requirements for approach and implementation.
• Designed screen and backend data retrieval from newly designed tables.
• Mapped extracted historical data into new tables.
• Prepared presentations of designs for client
• Prepared written documentation of project conversion.

Environment: and Tools: Client Server Environment, Object Oriented Analysis and Design, Microsoft Word and Excel, Microsoft Access, SQL Server, Visio 2002

Confidential, St. Louis, Missouri

Systems & User Acceptance Testing Coordinator

Responsibilities:

• Ensured the quality and functionality of Confidential 's developed test cases.
• Performed test reviews that confirmed adherence and conformance to Confidential 's installation standards and methodologies.
• Created detailed run requests for systems, interrogation, regression, and User Acceptance Testing.
• Maintained, monitored and reported the current status of completed, passed and failed results to various management levels.
• Coordinated test efforts with Business Service Management team and India Offshore Development team. Average test case count for each release was 3000 through a minimum of three iterations.