SUMMARY

• me is a Technical Support professional wif over 6 years of extensive experience wif almost 4 years in Quality and User Acceptance Testing.
• At Change Healthcare, me is a Quality Assurance Tester.
• me is responsible for: using Teamworks ticketing system; providing halp desk support for Windows and Mac users; and implementing and overseeing networking infrastructure and quality assurance testing.

TECHNICAL SKILLS

• ServiceNow
• Teamworks and Siebel
• Microsoft Office OS
• Strong Communication Skills
• Analyzing
• Research
• User functional testing
• Manual and Automation Testing
• Using Waterfall Method
• Abstracting
• Debugging
• SSIS
• JIRA
• Problem Solving
• Windows Server 2008 and 2012
• Agile Frameworks
• Multitasking
• Salesforce
• Visio
• Selenium
• Quality Assurance
• AWS
• CISCO VPN
• Cisco Finesse
• Microsoft Exchange
• Salesforce
• VMWare
• SharePoint
• Microsoft Azure
• Cloud computing
• Active Directory
• Information Technology
• Technical Support
• Accounting
• Windows 7 and 10
• SQL
• MSQL
• Oracle Products
• Oracle EBS

PROFESSIONAL EXPERIENCE

Confidential - Nashville, TN

Quality Assurance Tech

Responsibilities:

• Using Teamwork and SharePoint ticketing system to resolve tickets submitted
• Troubleshooting Microsoft Exchange
• Use of SmartCode VNC
• Using Siebel from ORACLE
• Reporting bugs and errors to development team
• Automation Testing and User functional Testing
• Conduct post-release/ post-implementation testing
• Using SQL
• Utilizing Application Life Cycle Management
• Utilizing User functional testing
• Performing manual testing
• Perform user acceptance testing
• Running reports weekly and monthly
• Tests specific requirements and specifications of teh software
• Knowledge of how to use VMware
• Log and track defects using JIRA
• Using SDLC Waterfall method to manual test
• Bringing quality test management skills using Zephyr in JIRA
• Debugging and implementing operating systems
• Using Selenium to automate testing
• Utilizing teh Waterfall Method
• Testing and debugging applications
• Collaborate wifQA Engineersto develop effective strategies and test plans
• Execute test cases (manual) and analyze results
• Designs complex testing scenarios and test cases that will demonstrate conformance to all functional and non-functional requirements, relative to teh test level, as defined in business or technical specifications.
• Reviews and analyzes test results to confirm, establish, and communicate teh cause of teh discrepancy.
• Identifies inadequacies and improvement opportunities in teh methods/standards and recommends changes.
• Create logs to document testing phases and defects
• Proficient wif SQL queries, stored procedures, indexes, partitions, and views
• Using Cisco VPN
• Using Active Directory

Confidential - Brentwood, TN

Healthcare Customer Support III/ QA Analyst

Responsibilities:

• Made 15+ outbound calls a day and received around 10+ inbound calls a day
• Monitor Help Desk queues in ServiceNow and take client calls
• Provide on-site support when necessary
• Work wif client to identify issues and resolve or escalate calls
• Configure equipment for deployment
• Communicating via email and phone
• Designs complex testing scenarios and test cases that will demonstrate conformance to all functional and non-functional requirements, relative to teh test level, as defined in business or technical specifications.
• Analyzing test results to confirm, establish, and communicate teh cause of teh discrepancy.
• Identifying inadequacies and improvement opportunities in teh methods/standards and recommends changes.
• Stays current on established tools, techniques, and technologies.
• Supports/leads noledge management and collaboration through participation in testing discussions, communities and improving testing collateral through lessons learned
• Excellent client service and communication skills
• Using MSSQL
• Using Jira
• Utilizing AGILE methodology
• Testing and debugging applications
• Executing test cases manual and functional
• Detail oriented and self-motivated
• Working noledge of teh following environments:
• Active Directory Administration
• Terminal Services
• Office 365
• Remote Desktop Services
• Healthcare environment
• Network Printing
• PC/Laptop/Server Software Installation and Deployment
• TCP/IP
• NextGen
• Followed HIPAA Guidelines
• Worked wif CIOX Healthcare
• Worked wif Windows 10 and 8
• Met daily metrics
• Provided excellent customer service
• Received award for June contractor of teh month

Confidential - Nashville, TN

Help Desk II/III

Responsibilities:

• Provided technical support to consumers and employees
• Used ServiceNow to create, review and escalate work tickets
• Troubleshooting applications and computer issues
• Familiar wif hardware tools like servers, printers, VoIP, networking, and telecommunications devices
• Worked wif CRM software
• Researched accounts
• Debugging and implementing operating systems
• Using Oracle EBS for customer relationship management
• Primary/first line interface for customer technical needs as well as primary/first line interface for escalations from other end user support technicians.
• Provide technical assistance resolving IT related problems including hardware, software, system compatibility conflicts, malfunctions, applications, connectivity, network, and security issues.
• Prioritize daily workload and Help/Service Desk requests according to policy and procedure.
• Responsible for devising and delivering solutions to enhance quality of service and prevent future problems.
• Log customer information and follow requests through to completion, including communication and troubleshooting to resolve and fulfill customer requests.
• Responsible for accurate documentation wifin our ServiceNow ticketing system.
• Create and update noledge base documentation for step by step instructions.
• Analyze customer calls and tickets to determine trends and/or recurring problems.
• Coordinate and/or perform hands-on solutions at teh desktop and server level support tier.
• Research End User Support/Service Desk products, services, tools, and practices.
• Reset passwords
• Experience wif telecom incidents, desktop (hardware/software), third-party software/hardware applications, and home office configurations.
• Set up new accounts or services
• Using Microsoft Azure
• Familiar wif troubleshooting applications such as: MS Project, Abode, MS Office Suite, Photoshop, Illustrator and MS Live Meeting, Citrix, etc.
• Troubleshooting computer hardware and different software
• Resolved consumer’s issues
• Microsoft Office 7 and 10

Confidential - Laurel, MS

Finance Analyst

Responsibilities:

• Used Salesforce to better allow clients to communicate/manage wif business partners
• Resolved consumer issues
• Worked in Oracle
• Receiving billing and processing invoices
• Following General accounting principles
• Updating Clients records
• Provide analytical, forecasting, reporting, and project support to senior management
• Provide recommendations to reduce cost and increase performance
• Produce monthly reports, which include key metrics, financial results, and variance reporting
• Spearhead teh annual and quarterly budgeting and forecasting processes
• Assemble and summarize data to structure sophisticated reports on financial status and risks
• Develop financial models, conduct benchmarking, and process analysis
• Conduct business studies on past, future and comparative performance and develop forecast models
• Identify trends, advise company, and recommend actions to a senior financial analyst based on sound analysis
• Track and determine financial status by analyzing actual results in comparison wif forecasts
• Reconcile transactions by comparing and correcting data
• Using SAP
• Microsoft Office/Excel
• Setting up new accounts

Confidential - Hattiesburg, MS

Desktop Support II/Quality Assurance Tester

Responsibilities:

• Created and worked halp desk tickets wif ServiceNow
• Exceeding SLA Standards
• Understanding and utilizing teh ITIL Process
• Providing support to Tier 1 techs
• Addressed and solved teh consumers’ needs
• Utilizing manual and functional testing
• Regression, Functional, Non-functional testing etc.
• Find defects and document them well wif details and screenshots
• Log and track defects using Jira
• Prepare test data for test execution
• Document and report testing results to teh QA manager or QA lead
• Troubleshooting computer issues and applications (both manually and remote)
• Using AGILE to perform manual testing
• Monitored activity using SolarWinds
• Testing and debugging applications for proper function
• Develop documentation to meet organizations standards
• Installed and configured Windows OS, network and local printers, and business applications
• Proficient wif SQL queries, stored procedures, indexes, partitions, and views
• Working noledge of LAN\WAN principles mainly in a TCP/IP router/switch, VoIP, multi-domain, and wireless environment along wif configuration, diagnosis, and maintenance thereof.
• Healthcare environment
• Analyzing Data
• Perform user acceptance testing
• Write easy-to-Design and create test scripts to address areas such as database impacts, scenarios, error or bug retests, or usability in preparation for release.
• Execute manual and automated test cases and test scripts.
• Using Selenium to automate testing
• Bringing quality Test management skills using Zephyr in JIRA
• Perform functional integration testing.
• Work content that meets teh needs of teh targeted audience
• Create tutorials to halp end-users use a variety of applications
• Support project team wif configuration, efficient base-lining management, and provide recommendations for improving management
• Complex Problem Solving
• Log and track Defects using JIRA
• Basic network server skills (Windows 7,10, & XP)
• Troubleshooting and fixing office equipment (fax machine, printer, copier, etc.)
• Used Active Directory to set up, edit, or delete accounts
• Working in Medicare and Medicaid environment for health insurance
• Reset passwords