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
Additional skills:
Utilized Agile development methodology
Utilized Jira
Basic SQL programming
Requirements analysis
Confidential
Technical Support Representative
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
Utilization Management Intake Coordinator
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
Senior QA Analyst
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
Team Lead Technical Support Analyst - May 2000-Feb. 2002
Supervised a team of Technical Support Representatives in a call center, i.e. assign tasks, schedule shifts, run reports, secure exports, upload registrations, etc.
Analysis of applications to enhance customer service
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