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Engineer/customer Advocate Resume

Irving, TX

SUMMARY:

  • Senior Business Systems Analyst, Quality Engineer, Telephony Engineer and Project Manager with over 15 years of experience
  • Able to work effectively in a team environment and across all organization levels where flexibility, collaboration and adaptability are important
  • Application engineering and support, system maintenance, design guidance and consultation utilizing a thorough understanding of application technology, tools and existing designs
  • Work as a liaison among stakeholders to elicit, analyze, communicate and validate requirements for changes to business processes and/or policies for any Call Center technology components
  • Analyze business problems and opportunities in the context of the requirements and recommend solutions that enable the organization to achieve its goals
  • Define and document business, user, and functional requirements using appropriate documentation techniques to describe statements of the goals, objectives, or needs of a particular stakeholder or group of stakeholders (on projects of medium and high complexity)
  • Translate high - level business requirements into functional specifications for the organization and manage such changes
  • Analyze/coordinate requirements; define project scope and requirements, translate business requirements into deliverables to support the client’s goals, use cases, activity or flow diagrams, and participate in project management activities; perform research and analysis to identify gaps between current state and future vision; maintain all documentation on the business project
  • Facilitate communication between business unit(s) and IT from initial requirements to final implementation
  • Exceptional analytical and problem-solving skills; ability to work creatively in problem solving environment
  • Assist in the delivery of new capability and continuous improvement for the infrastructure systems, storage, and database technology services, whose usage spans across every department of a company
  • Over 15 years of experience with Call Center technology’s, production support, troubleshooting multiple environments over entire architecture(s) (Genesys, Cisco, Nortel/Avaya)

SKILL:

  • Information and Technology Solutions
  • Experience with SaaS, PaaS, and IaaS
  • IT Infrastructure/Architecture
  • Salesforce
  • 10 years of experience working in a call center
  • 10 years of experience with Cisco Intelligent Contact Management product.
  • Strong business, operational, and procedural knowledge of a call center
  • Experience in development of documentation (process flows, SOPs, etc.)
  • Proficiency with MS Office (e.g., Word, Excel, Access, PowerPoint)
  • Technical understanding of telecom hardware (e.g., PBX, ACD, IVR)
  • Systems Engineering, Data Centers, Public Cloud, and related services.
  • Confidential Azure Cloud/AWS
  • Call Center Management and Operations/System analysis
  • Knowledge of ICM, CVP, call routing, IVR design
  • IT/Web: Based Media Support
  • Java/JavaScript
  • LAN/WAN/Network
  • Agile/Waterfall Methodology
  • SCRUM Master

STRONG SKILLS IN ALL Confidential APPLICATIONS:

  • Visual Studio, Visio, MS Project, Access, Excel, Word, and PowerPoint
  • 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/Security
  • Product Research
  • Disaster Recovery Planning
  • Documentation, SDLC (Software Development Life Cycle)
  • Software/Hardware Testing
  • Troubleshooting
  • Switches
  • Systems Applications/Development/Implementations and Integration
  • Quality and Productivity Improvement
  • Technical Documentation
  • Technical Support
  • 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)
  • Genesys, Cisco, Nortel/AVAYA, IVR, eTalk, Qfiniti, Call Pilot, Auto Attendant, CDW, Aspect, ITM, CVP, CUCM, UCCE, VoIP, Workforce Management (worked on the conversion/ support of phone systems at Confidential, Harley Davidson, and Confidential )
  • 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
  • Service Desk
  • On every project was on the Data Security, Compliance, PHI and HIPPA teams since the data I was tasked with handling was very secure/private
  • 10+years of experience in the IT Quality Assurance industry with experience in best practices
  • 10+ years of experience leading Systems, Integration, Acceptance, Regression, Functional, Security and End to End Testing
  • Excellent communication skills and ability to collaborate across IT and non-IT teams with varying levels of personnel
  • Experience with PaaS, SaaS and IaaS
  • Solid knowledge and understanding of cloud platforms (Azure/AWS)
  • Analyze business requirements and translate them into the appropriate deliverables in an Agile delivery model.
  • Document business level success metrics.
  • Forecast infrastructure cost during project initiation of requirements and solutioning
  • Infrastructure cost optimization
  • Qualify business requests for submission through the project intake process.
  • Engage with cross: functional IT teams to socialize business requirements and analyze options for technical solutions and ensure compliance with business objectives.
  • Coordinate end to end lifecycle of pilots and UAT and testing.
  • Business engagement throughout the execution of the projects to ensure a successful transition through communication, change management,, and post-implementation support.
  • Effectively collaborate and communicate with the functional stakeholders in various business groups and IT.
  • Vendor engagement as needed.

PROFESSIONAL EXPERIENCE:

Confidential, Irving, TX

Engineer/Customer Advocate

Responsibilities:

  • Provided coaching for all new engineers into the Confidential Azure Support Department to ensure world class customer service was being provided
  • Responsible for monitoring all communications for newly onboarded engineers
  • Create and maintain case wellness reporting for all managers and their teams within the Azure Department
  • Responsible for making sure that the Customers Experience with Azure was improving in Excellence
  • Define and enhance reporting for Azure Management
  • Create and maintain progress reports to provide continuous updates and status of all new engineers for management
  • Work every day with each and every engineer on policies and procedures and how to provide excellent frontline support
  • Continue to assist all engineers in any questions or guidance needed
  • Attended weekly meeting with primary manager to discuss s, goals for the coming week and go over any items that needed to be addressed
  • Conduct extensive investigations into business use cases and requirements, clearly document and communicate to engineers for the design of solutions
  • Analyze data, conduct surveys, hold focus groups, and other meetings to facilitate the gathering business needs for requirements

Confidential

BSA/ QA /Project Manager/Telephony Engineer

Responsibilities:

  • Provide support when needed to customer by managing projects and create all project documents needed
  • Gather requirements from customer, provide analysis and any required documentation necessary
  • 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
  • Weekly and sometimes daily meetings to provide status on all projects and tickets to each customer
  • Assist with any other required requests
  • Held weekly status meetings to discuss progress, defects, modifications and answer any questions
  • Due to the sensitive nature for majority of my client(s) data, was required to be aware of all regulations and compliance initiatives for security
  • Conduct extensive investigations into business use cases and requirements, clearly document and communicate to engineers for the design of solutions
  • Analyze data, conduct surveys, hold focus groups, and other meetings to facilitate the gathering business needs for requirements

Confidential, Fort Worth, TX

Telephony Engineer/IT Project Manager

Responsibilities:

  • Maintained/Managed Cisco UCCE, ICM, CVP, Call Center, and Cisco IP Dialer for appropriate locations
  • Provide support to customer by managing projects and working with voice technicians to provide work orders
  • Gather requirements from customer to open tickets through the AA helpdesk or request quotes for a project to be opened from Arrows 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.)
  • Was the Dedicated Project Manager for DFW TRIP team for all projects that required telecom support that occurred at the DFW Airport
  • Conduct extensive investigations into business use cases and requirements, clearly document and communicate to engineers for the design of solutions
  • Analyze data, conduct surveys, hold focus groups, and other meetings to facilitate the gathering business needs for requirements
  • Ordered phones, cables, and any supplies the customers and technicians needed to keep stock for all projects, replacements, and tickets
  • Held weekly status meetings to discuss progress, defects, modifications and answer any questions

Confidential, Fort Worth, TX

IT Document Specialist/Contractor

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 various agencies when and if they ever got audited
  • Held weekly status meetings to discuss progress, defects, modifications and answer any questions

Confidential, Addison, TX

Senior BSA/Senior QA/Telephony Engineer

Responsibilities:

  • Provided maintenance for clients Cisco UCCE, ICM, CVP, Call Center, Cisco IP Dialer
  • Met with customers to gather technical, functional, and desired business requirements to create documents to provide 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 the customer’s needs
  • Responsible for writing, maintaining, and running specific test cases on software/hardware
  • Create test cases/use cases to validate that code and software works within user specifications
  • SCRUM Master
  • Held weekly status meetings to discuss progress, defects, modifications and answer any questions
  • Conduct extensive investigations into business use cases and requirements, clearly document and communicate to engineers for the design of solutions
  • Analyze data, conduct surveys, hold focus groups, and other meetings to facilitate the gathering business needs for requirements

Confidential, Plano, TX

Telephony Engineer/Senior QA/Senior BSA

Responsibilities:

  • Assist engineering groups with design, development, and support to define, analyze, document, perform and interpret functional and stress testing for Harleys phone system and mainframe billing system
  • Assisted Harley Davidsons global telephony conversion of their entire phone system from Avaya to CISCO which included UCCE, ICM, CVP, Call Center, Cisco IP Dialer, customized Customer Service IVR menu, E-talk (call recording system) and the supervisor monitoring applications
  • Implemented a pop-up soft phone 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
  • Implemented this new phone system for HDFS (Financial Services); (HDMC) the Motor warehouses where the motorcycles are made as well as 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 application
  • Worked directly with the Architect of Harley Davidson's website to test all aspects of the site including functionality, form submissions, reports and metrics as well as security
  • 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 documentation
  • Held weekly status meetings to discuss progress, defects, modifications and answer any questions
  • Due to the sensitive data I was privy to I was required to be on all the data security and compliance meetings and notifications
  • Conduct extensive investigations into business use cases and requirements, clearly document and communicate to engineers for the design of solutions
  • Analyze data, conduct surveys, hold focus groups, and other meetings to facilitate the gathering business needs for requirements

Confidential, Arlington, TX

Senior BSA/Senior QA

Responsibilities:

  • Assist engineering groups with development and support for the customers to define, analyze, document, perform and interpret functional and stress testing for al software systems (TEA- Texas 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 documentation
  • Handled very sensitive data, therefore was required to go through continuous for data security and compliance
  • Held weekly status meetings to discuss progress, defects, modifications and answer any questions

Confidential, Fort Worth, TX

Senior BSA/Senior QA

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
  • Conduct extensive investigations into business use cases and requirements, clearly document and communicate to engineers for the design of solutions
  • Analyze data, conduct surveys, hold focus groups, and other meetings to facilitate the gathering business needs for requirements

Confidential, TX

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 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
  • Official HIPPA Compliance Security Officer in which my duties included ensuring the company remained in compliance at all times with PHI and HIPPA guidelines
  • Due to the sensitive PHI, HIPPA and sensitive data I had access to, was required to attend weekly compliance and security meetings and become certified to handle such data
  • 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
  • Conduct extensive investigations into business use cases and requirements, clearly document and communicate to engineers for the design of solutions
  • Analyze data, conduct surveys, hold focus groups, and other meetings to facilitate the gathering business needs for requirements

Confidential, Fort Worth, TX

Stop-Loss/Reinsurance Analyst

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

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