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Bsa/qa/project Manager Resume

SUMMARY:

  • Senior Quality Engineer, Senior Business Systems Analyst and Project Manager with over 15 years of experience which helps be a better team player in understanding and interacting with all team members within a company.
  • Technically - advanced information specialist successful in software administration and data communications, as well as an experienced Business Systems Analyst/Quality Engineer and Project Manager with diverse industry experience in banking, healthcare, insurance, medical, web, telephony, and various other areas.
  • Self-motivated team player with strong communication skills, as well as a broad knowledge of problem solving, research, testing and analysis.
  • Able to establish a great rapport and provide outstanding service to a diverse customer base and have demonstrated a strong track record of analyzing situations, developing action plans, creating documentation and implementing solutions.

SKILLS:

HTML, IBM, Information and Technology Solutions, IT Infrastructure, IT/Web-Based Media Support, Java, JavaScript, LAN, WAN, Linux, Lotus, MAC-OS, Mainframes, ASCII, Middleware, MS-DOS, Mainframe, Microsoft applications: Visual Studio, Visio, MS Project, Access, Excel, Word, PowerPoint, Etc., Oracle/SQL Databases, Real-Time Database Management Systems, Report Design, Crystal, Problem Analysis and Resolution, Process Improvements, and Product Life Cycle Management, Project Management, Project Quality Control, Requirements Analysis/Gathering Business Continuity Planning, Business Impact Analysis, Compliance, Product Research, Disaster Research, Disaster Recovery Planning, Documentation, SDLC (Software Development Life Cycle), Software Testing, Troubleshooting, Switches, Systems Applications/Development/Implementations and Integration, Quality and Productivity Improvement, Technical Documentation, Technical Support, Assessment, UNIX (Sun, HP, AIX), VB, VBA, Visual Basic Web/Database Servers, XML, EDI, Biztalk, Mercury Quality Center/Test Director, Bugzilla, TFS (Team Foundation Server), SharePoint, Quick Test Pro/(QTP),Telephony Software: Genesys, Cisco, Nortel/AVAYA, IVR, eTalk, Qfiniti, Call Pilot, Auto Attendant, CDW, Aspect, ITM, CVP, CUCM, UCCE, VoIP, Workforce Management (I have worked on the conversion/support of phone systems at Confidential, Harley Davidson, and American Airlines) Web (Design, Development and Deployment of Customer Web Sites), JAVA, Image (OCR), Plexus, AWD, Onyx, Work desk, Claims Software and Auto-Adjudicators (Medical/Dental/Life/Vision/Pharmaceutical). Scripting, and some basic coding. SCRUM Master a few times.

WORK HISTORY:

BSA/QA/PROJECT MANAGER

Confidential

Responsibilities:

  • Provide support when needed to customer by managing projects and create all project documents needed
  • Gather requirements from customer and document them and provide analysis
  • Provide information to request a quote for a project to be opened from sales team based on cost analysis
  • Create and maintain progress reports to provide continuous updates and status of all ongoing projects and large tickets for management

Confidential

PROJECT MANAGER/BSA

Responsibilities:

  • Provide support to customer by managing projects and working with voice technicians to provide work order
  • Gather requirements from customer to open tickets through the AA helpdesk or request a quote for a project to be opened from Arrow’s sales team based on cost analysis
  • Create and maintain progress reports to provide continuous updates and status of all ongoing projects and large tickets for management
  • Assist Space Planning Group daily to move phones for regularly scheduled moves
  • Worked with the Space Planning Group daily also on a Campus Restack project to make room for more people with the current space provided; This included interpreting and understanding floor plans, CAMS, design documents, as well as infrastructure requirements to ensure the infrastructure was adequate for the needs of the various groups
  • Worked as the liaison between customer and voice technician if there were any questions on a ticket, or any missing information in the ticket.
  • Attended meetings for all ongoing projects, moves, maintenance, and updates for what was occurring at each (facility/location) that is considered Headquarter campus property (HDQ1, HDQ2, TOC, IOC, SOC, DRO, LRN CTR, FLT ACAD, FSU, etc.)
  • I was the Dedicated Project Manager for DFW TRIP team for all projects that require telecom support that occurred at the DFW Airport
  • Ordered phones, cables, and any supplies the customers and technicians needed to keep stock for all projects, replacements, and tickets

IT DOCUMENT SPECIALIST/CONTRACTOR

Confidential

Responsibilities:

  • Responsible for creating processes and procedures for the entire IT department as Confidential had never had any documented policies and procedures listed for anyone to follow as a standard process
  • Define and enhance quality control standards and create standardized processes for all staff to follow in order to have all actions documented and to provide the ability to research when, why, and how something was done as well as provide reports on everything
  • Created Power Point presentations to educate all employees how to use the documents and follow the standardized processes
  • Responsible for incorporating these processes, documents and procedures in templates easy to fill out and maintain
  • Created a database to keep track of all changes, including the timestamp of when and who made these changes in order to be able to access that information should it be necessary and provide reports to Confidential when and if they ever got audited

SENIOR BSA/SENIOR QA

Confidential

Responsibilities:

  • Met with customers to gather technical, functional, and desired business requirements to create documents to provide back to the development and design teams for implementation
  • Assist the development and design engineering groups to support and provide customers a way to define, analyze, document, perform and interpret functional business requirements
  • Define and enhance quality control standards and maintenance testing for exceptional quality
  • Create and maintain progress reports and continuously modify test cases to evolve and fit customer’s needs
  • Responsible for writing, maintaining, and running specific test cases on software
  • Create test cases/use cases to validate that code and software works within user specifications
  • SCRUM Master

SENIOR BSA/SENIOR QA

Confidential

Responsibilities:

  • Assist engineering groups with design, development, and support to define, analyze, document, perform and interpret functional and stress testing for Harley’s phone system and mainframe billing system
  • The only QA Engineer assigned to their company-wide phone system conversion from Avaya to Cisco which included the outbound dialer, Customer Service IVR menu, E-talk (call recording system) and the supervisor monitoring applications; Also implemented a pop up softphone technology where calls could be answered and handled on the Customer Service Representatives computer and not an actual physical phone
  • Provided support for the entire Customer Service Department of approx. 300 people\BSA for Customer Service
  • This was implemented for HDFS (Financial Services); (HDMC) the Motor warehouses where the motorcycles are made, and also the other customer service locations in Japan and the Middle East
  • Responsible for writing, maintaining, and running specific test cases on all software for each and every application
  • Work directly with the Architect of Harley Davidson's website to test all aspects of the site including functionality, form submissions, reports and metrics
  • Created all the appropriate documents for these projects: Master Test Plan, RTM (Requirements Traceability Matrix), Requirements documents (RDD), and Test Definition Documents (TDD), as well as all Testing Results

SENIOR BSA/SENIOR QA

Confidential

Responsibilities:

  • Assist engineering groups with development and support for the customers to define, analyze, document, perform and interpret functional and stress testing for educational software systems (TEA- Texas Education Agency)
  • Define and enhance quality control standards and maintenance testing for exceptional quality
  • Create and maintain progress reports and continuously modify test cases to evolve and fit customer’s needs
  • Responsible for writing, maintaining, and running specific test cases on software
  • Test user written test cases to validate that code and software works within user specifications
  • Created all the appropriate documents for these projects: Master Test Plan, RTM (Requirements Traceability Matrix), Requirements documents (RDD), and Test Definition Documents (TDD), as well as all Testing Result

SENIOR BSA/SENIOR QA

Confidential

Responsibilities:

  • Assist engineering groups with development and support to define, analyze, document, perform and interpret functional and stress testing for retail pharmaceutical software systems
  • Define and enhance quality control standards and maintenance testing for exceptional productivity and reliability
  • Create and maintain progress reports and continuously modify test cases to evolve and fit customer’s needs
  • Use Mercury Quality Center to write, maintain, and run specific and automated test cases on software (MANUAL AND AUTOMATED TEST CASES)
  • Provide Production Support for clients
  • Created simple SQL queries to pull out specified data to use in test cases
  • Created VB Script queries to run the automated test data needed for the automation test cases

Confidential

TEST ENGINEER

Responsibilities:

  • Business Analyst for entire Customer Service Dept. of about 450 persons for any and all problems
  • Interacted with other engineering groups to define, document, analyze, perform, and interpret tests for products, systems, and components within an AGILE environment
  • Assist in the definition of internal quality control standards and the maintenance of reliability programs
  • Create and Analyze test cases and produce regular progress reports
  • Processed user written test cases to validate that code and software worked within user specifications
  • Provide support, analysis, design, development and maintenance of custom and in-house applications
  • Responsible for the creation of training materials for end-users on how to properly and effectively use various systems
  • Develop and enhance company-wide security policies and procedures to promote system integrity
  • I was assigned as an official HIPPA compliance Security Officer in order to make sure we remained in compliance at all times
  • Perform continuous reassessment of business systems to improve quality and performance for customers
  • Create simple SQL queries to pull out specified data to use in test cases

STOP-LOSS/REINSURANCE ANALYST

Confidential

Responsibilities:

  • Responsible for Maintenance of reporting and claims submission for Stop-Loss/Reinsurance purposes
  • Claim research and analysis/Developed workflow and reporting tools for clients and management
  • Daily meetings and interaction with General Manager, Account Managers, Director of Claims and Senior Vice President of Company regarding client activities
  • Generation of premium quotes for Stop-Loss/Reinsurance Renewal Proposals
  • Responsible for retrieving over $2.5 million in Stop-Loss reimbursements during tenure with company

PLAN BUILDER/PPO NETWORK SPECIALIST

Confidential

Responsibilities:

  • Plan building (Upon obtaining new clients for administration of self-funded insurance, I developed and built custom medical and dental plans within the Claims Module of our software)
  • Maintenance of the auto adjudicator (artificial brain) of the software so claims examiners simply input the claims data, but the system adjusted/processed the claims correctly without much manual intervention from the claims examiner (Claim Rules, and CBX Tables) resulting in a significant increase of claims processed automatically
  • Completion and maintenance of the Dental Auto-Adjudicator
  • Daily meetings and interaction with IT and PPO Networks to create record layouts in order to load PPO Network's providers and rates into the claims software for use
  • Handled incoming system problems, changes and additions to the claims software/troubleshooting any system issues
  • Handled calls from Providers, Networks, Engineers, Management and Clients

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