TECHNICAL SKILLS
- Documentation
- Agile
- Testing
- Jira
- Research finding bugs solving issues resolving issues
PROFESSIONAL EXPERIENCE
Confidential, Northbrook, IL
QA Analyst
Responsibilities:
- QA Testing of web - based sports fantasy games via cross platforms - OS/browsers
- QA Testing of web-based sports fantasy games via mobile/tablet devices using IOS/Android
- Created test plans, use cases, timeline scenarios and FAQ documentation to cover all applications
- Utilized Agile development methodology
- Utilized Jira
- Basic SQL programming
- Requirements analysis
Confidential, Chicago, IL
Technical Support Representative
Responsibilities:
- Provided overnight customer support using proprietary CRM tool to clients in Asia and Europe
- Handled issues unique to the 3rd shift requiring independent troubleshooting and resolution
- Performed QA of the proprietary tools, i.e., Item Management, TDCAT and Quick Connect
- Created documentation that enhanced the process flow for the whole team in order to organize and facilitate the work flow
- Created turnover shift document to insure proper transition among 24/7 shift schedule
- Provided global technical support to data synchronization clients using proprietary data pool technologies
- Subject Matter Expert (SME) on TDCAT, Flash Message processing and software release implementations
Confidential, Tampa, FL
Utilization Management Intake Coordinator
Responsibilities:
- Generated and coordinated the written and verbal communication of Utilization Management review outcomes to providers, members and healthcare professionals
- Answer calls from a diverse group of occupations (physicians, nurses and ER personnel) to properly facilitate the Utilization Management process
- Entered Utilization Management review data into the client and CMS HealthCare review and reporting systems
Confidential, Evanston, IL
Senior QA Analyst
Responsibilities:
- Managed a team of Quality Assurance Analysts to ensure thorough and accurate testing of the company’s numerous websites and applications
- Managed eight software releases per year, and any additional interim and patch deployments as needed
- Selected to travel to Philadelphia office in order to train support staff on tools and applications
- Provided superior Third Level customer service via phone and email in a technical call center
- Developed detailed test plans and implemented testing specifications and test plans to match client requirements
- Put into practice a “Development Status” feature within the error report database to ensure that such issues are identified, prioritize and resolved in a timely fashion
- Reduced cost and lessened assessment time by instituting unit testing procedures as part of the testing cycle instead of exclusively testing on the staging servers
- Analyized website functionality to meet client needs
- Eased transitioned of new Helpdesk by implementing training workshops
- Documented department manuals and procedures
