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Work Background
WiproQuality Analyst
Jun. 2023 - Nov. 2024Atlanta, Georgia, United States* Quality Analysis for Bytedance Projects, including TikTok.
* Business analysis support for leadership including form creation and account review orchestration.
Upwork freelanceFreelance
Mar. 2023 - Mar. 2024
State FarmHelpdesk Performance Coach
Oct. 2022 - Mar. 2023Randstad*Hold regular coaching sessions to move technicians closer to goal metrics and improve overall customer satisfaction.
*Review calls and cover those reviews with technicians for personal improvement.
*Monitor attendance and other daily activities, providing guidance as needed.
*Assist, when technicians require on-the-spot help by providing immediate resources and resolution steps.
*Interface with clients for feedback and metrics expectations.
State FarmHelp Desk Support Specialist
Aug. 2021 - Oct. 2022Randstad* Remote hardware and software support for internal customers and agent partners. * Troubleshooting and resolving network, phone and software issues. * Applications support for a variety of Windows and iOS systems and devices.
Diversified Technologies CorporationTechnical Trainer
Oct. 2020 - Jan. 2021Atlanta, Georgia, United States• Mastered voting equipment and software provided to the government and trained Field Technicians before Election Day. • Developed team by conducting training classes and administration for groups of election technicians.
• Increased readiness as a technician for pre-deployment, testing machines, and upgrading them to be sent to voting districts.
• Delivered additional field support on Election Day, visiting voting districts to ensure machine operability, and providing advanced support to technicians or districts as required.
• Invited to return to participate in run-off election work as needed.
• Maintained performance of iPads, Android Tablets (large voting tablets), firmware, software, configurations, hardware, printers, and ballot boxes.
LexisNexis Risk SolutionsDepartment Manager
Mar. 2018 - Aug. 2020Duluth, Georgia• Mentored and evaluated multiple teams in the Claims Record Unit for the RISK Division: Business Analysis - Reporting, Keying support, Agency Research, and Data Technician teams.
• Graduated from a variety of Business Leadership training and EQ-related workshops as part of advanced leadership development. • Communicated directly with Police Departments throughout the Nation • Maintained center-related police contracts and reviewed and signed outgoing requests requiring manager approval daily.
• Oversaw UAT testing for Workday implementation in our Unit.
AT&TDigital Life - Professional - Quality Assurance- SBN
Mar. 2016 - Apr. 2017Atlanta, GA• Individual contributor as a software tester, including technical writing, bug documentation and reporting, and building and writing use cases. Technical documentation.
• Achieved role as Assistant Team Lead in Quality when needed, providing executive-level reporting and defect statistics for SCRUM meetings.
• Developed software test cases for SBN (Security Business Net), along with research of release requirements to ensure features would match expectations.
• Testing included application testing, ATOM calls, SQL, UI, and Android/iOS apps.
• Skilled in HP Quality Center (HP ALM) and JIRA software to track test results and defects.
AT&TManager - Digital Life Monitoring
Mar. 2012 - Mar. 2016Georgia• Manager of Call Center Monitoring Agents and Leads for four years, performing quality checks, performance coaching, ACD supervision and supplemental training.
• Promoted into a higher-level Quality Assurance role in the IT department after exhibiting excellence in software through troubleshooting, UAT testing, and feedback.
• Escalations on mission-critical security events including Life Safety events such as burglaries • Implemented a productivity model that decreased the backlog of Field Support tickets to zero over a three-month period.
• Achieved a High-Five employee award in my division, and multiple reviews exceeding expectations for contributions to the department.
• CSAA 5 Star Diamond certified as Security Manager.
Plumchoice, IncEngineering Supervisor
Mar. 2010 - Mar. 2012Telecommute• Remotely managed teams of up to 30 certified Support Engineers in the Verizon Premium department. • Promoted to create new Home Monitoring and Control team for UAT and product launch. • Implemented policies and trained team for Verizon's new Home Monitoring department.
• Produced about 80% of the contact center’s SharePoint manuals and associated documentation.
• Visio, SharePoint, Bomgar, Malwarebytes, CCleaner, ININ suite.
• Authored 100% of process flows for HMC engineers using Visio.
• Handled escalated situations including treatment of malware and OS issues.
• Delivered Use Cases for UAT testing during product launch.
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