Quality Standards and Testing Resume

SUMMARY

Supports technical standards and testing of enterprise policies, systems, and/or applications.
Performs highly complex technical analysis, design, support, implementation, and project management for technology related activities with little to no supervision.
Provides customer support for technology, leveraging Remedy to track and perform necessary trend analysis of issues.
Provides support to the applications, network, systems, and storage, and escalates issues as needed. Provides training and mentoring to Technical Analyst 1 and Technical Analyst
Leads and/or participates in highly complex projects.

PROFESSIONAL EXPERIENCE

Quality Standards and Testing

Confidential

Responsibilities:

Obtains all appropriate signatures and approvals for the configuration and support of functional testing and change management.
Demonstrates and provides leadership in researching, outlining, and writing documentation that is technically accurate and which conforms to established department methodology or audit compliance.
Develops and revises policy and procedure changes.
Assists in the commitment to develop service related reporting with little to no supervision.
Researches, resolves, and escalates complex application, system, storage, or network incidents with little to no supervision.
Functions as a liaison between Information Services, vendors, external technical specialists, and customers.
Clearly documents all identified issues during implementation and support in the Remedy system.
Provides on - going support and resolution of user issues.
Coordinates with end users, appropriate enterprise technical staff, and vendors to identify and correct reported problems.
Coordinates follow-through on user requests using established reporting structure.
Monitors the progress of problem resolution and keeps customers informed as to their status.
Keeps assigned tables and profiles updated to changes received from assigned customer departments, other applications, and vendor releases.
Provides and develops support documentation to the Service Desk.
Reviews and manages various complex system log files, error reports, alert audit logs, and security access logs, as assigned.
Implements, upgrades, and supports the assigned technical solutions.

Technical Support Related

Confidential

Responsibilities:

Monitors applications, systems, storage, and networks using existing approved tool sets.
Identifies and escalates issues to on-call groups as appropriate.
Performs hardware and software upgrades, replacements, and/or repairs.
Provides detailed specifications, data mapping, and testing assistance.
Collaborates in collection of requirements for Enterprise contracts.
Conducts research with technical and application teams, gathers requirements, and coordinates with vendors.
Works with Affiliates and Product team members to define business and user requirements.

Leader

Confidential

Responsibilities:

Develops and maintains a working knowledge of the technical design and use; continues to increase knowledge as the product functionality is changed or enhanced.
Responsible for task distribution; evaluates workload, available resources, and adjusts schedules and priorities as required.
Attends training sessions and learns how to use other technologies.
Experience with Epic device configuration of workstations and printers
BA/BS degree or the equivalent combination of education and experience
MCSE/MCP certification - Desired
Technical analysis experience, ability to work in a team environment, maintain a high level of customer service, and possess attention to detail
Manage multiple competing priorities in a fast paced dynamic working environment
Development of process and procedures
Proven problem determination and resolution experience.
Previous project management experience
Experience with developing methodologies for analysis, development, implementation, and testing.
Experience in production related issues by performing cause analysis
Medium to large organization experience with Hospital and/or other health care experience.
Ability to document and implement short and long term plans of action.
Interpret error logs and troubleshoot system and application issues.
Convey technical concepts and user needs to "lay" individuals, as well as communicate technical issues.
Knowledge and understanding of information technology concepts and technologies, as is knowledge of computer systems hardware and software
Knowledge and understanding of entity relationship models, design protocols, and methodologies.

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