Austin Hart Email & Phone Number

Virtual Employee

• Ensured delivery of quality products through review and testing of Payroll and Human Capital Management SaaS applications, enhancing company’s position as an indispensable component of client infrastructure. • Lead QA on project to re-write the payroll calculation engine to improve performance for 250+ existing customers along with enabling Vibe to begin selling to and servicing larger clients. • Worked closely with DEV to create a Windows application for automating verification testing of calculations within new payroll engine, lowing project timeline from 12 months to 6 months. • Acted as Lead QA for new Reporting Analytics tool being developed for use in Vibe’s PWA. • Integral part of research and testing on project responsible for implementing custom calculations within new payroll engine, ending need for daily manual calculations being performed by vibe support for 10 custom clients.• Assisted in the hiring process by interviewing applicants for QA and DEV positions and providing feedback to the Director of Software Development.• Trained and mentored junior QA Engineers to increase team project productivity and collaboration.• Led product demonstrations with internal cross-functional teams and training demonstrations to highlight new applications and functionality.• Aided in the UI/UX design for Vibe’s new PWA, including customized modules created for clients.• Developed SQL queries for in-depth back end verification and defect investigation. • Analyzed and interpreted requirement specifications, technical documentation, and governmental regulations, communicating questions effectively towards improving overall functionality, client satisfaction and efficiencies.• Collaborated with Product Management, Development, Executives and Business Analysts to identify requirements for new application features and functionality.• Provided time and resource estimations, allowing for more precise iteration planning and ensuring project deadlines were met.

Virtual Employee

• Lead QA responsible for testing Android and iOS mobile and tablet devices for Vibe’s new browser neutral Payroll and HR application. • Instituted a defect logging and tracking process used by entire DEV team in lieu of access to defect tracking system.• Designed and executed user acceptance tests to ensure developed applications satisfied the needs of business clients as specified in the functional requirements.• Reviewed and contributed to software and quality documentation for internal and external end users.

Virtual Employee

• Designed, tracked and communicated test plans, results and unresolved problems.• Created detailed defect logs with clear, reproducible steps and worked closely with Development team to resolve discovered defects.

The primary responsibilities of this position are to design, create, execute and maintain test plans, cases and scripts related to the software products developed at Press Ganey. Other responsibilities include: providing first or second level support for the software applications delivered to our internal and external customers. • Responsible for QA testing of Microsoft CRM and Salesforce.com enterprise applications, ensuring successful transfer of data between multiple systems.• Reduced manual tests and increased use of regression tests by recognizing opportunities for automation and implementation of SpecFlow automated testing tool.• In charge of testing bi-weekly Production code deployments to ensure correct application performance, reducing number of defects found by end users.• Designed and executed software tests to verify business, functional and performance requirements were completed.• Assisted with iteration story creation and management in MS SharePoint, reducing number of missed requirements.• Collaborated with Product Management, Development and Business Analysts to identify requirements for new application features and functionality.• Provided time and resource estimations required for testing to allow more precise iteration planning.• Configured test environments and execute automated tests identified as necessary to validate requirements.• Identified, documented and verified fixes to requirement and/or software defects.• Provided second level support for software applications to assist internal customers.

Responsible for client set-up and ongoing maintenance for data collection, data reporting, CRM, and PG online for all Press Ganey services (Patient satisfaction, employee/physician partnership, safety and future products). Along with ensuring client accounts are setup and maintained according to plan and necessary information is communicated to the Relationship Executive and Client Improvement Manager.• Managed client set-ups and ongoing maintenance for data collection, data reporting, CRM and PG online.• Used analytical skills and database queries to track response rates and sampling size, to maximize data collection and achieve client goals with respect to use of data. • Solved problems related to errors in data collection and reporting by working directly with internal EDI and Production department.• Contributed to a 5% Contract-to-Mail performance improvement by using newly implemented account setup process and tools.• Helped increase Improvement-to-Error rate by 10% in 2010 by having HCAHPS audit accuracy of 100%, zero instances of survey errors and no CAHPS discrepancies attributed to AM error.

• Eliminated 75% of known application issues, creating more robust software versions using client intelligence to QA software.• Streamlined flow of information from clients to development and quality assurance teams as lead liaison and product champion.• Assured 95% renewal rate on $20 million annual maintenance fees by providing support for implementation, administration and use of platform software.• Lowered customer product complaints by identifying areas of improvement, reviewing new software and logging enhancement request submitted by clients. • Aided clients in creating SQL databases and performing database maintenance functions to improve performance.• Helped clients resolve database problems relating to data migration issues between various Moody’s applications.• Educated network engineers, installers and end users by presenting detailed technical and conceptual instructions using telephone, email, WebEx and in-person methods. • Reduced support costs by enhancing clients ability to self diagnose problems, creating FAQ’s, white papers and procedural documents for the knowledge base website.• Provided both cross departmental and new-hire training identifying future staffing needs.• Served on a Business Effectiveness committee fostering communication between associates and management. • Improved speed, accuracy and quality of client support by consistently demonstrating the right judgment for escalating calls to adjacent teams.

• Assured clients received quoted order cost implementing product line and order specific price changes requested by Customer Service, Product Management and Sales team members. • Reduced sales promotion labor 60% by working with Product Management team, speeding reaction to market or competitor price changes.• Lowered turnaround time for pricing orders to fewer than 24 hours by training new and current associates on correct procedures. • Ran pricing validation queries to ensure system accuracy, lowering the amount of current and future orders needing repricing and improved the monthly stats for Pricing department.

• Improved support for wholesale distributors and specialty client accounts, by coordinating customer quotes, pricing and technical specifications for NIBCO’s full product line.• Developed new and current customer relations while reducing customer returns 20% by reviewing and clarifying orders directly with purchasing agents.• Created a team conscious environment by interacting each day with sales reps and support departments in all aspects of product fulfillment for a six state Western region.