Jocelyn Armstrong Email & Phone Number

Salt Lake City, Utah, United States

Alexandria, Virginia, United States (remote)

Quality Assurance, Data Analytics and Performance Improvement

United States

Englewood, Colorado

• Build, manage DOCSIS Certification Rack in lab environment, using Cisco CBR8, Arris E6000 and CASA C100G cable modem termination systems.
• Work with automation team to implement certification rack automated testing.
• Construct CHALK spreadsheet documentation, automate reports in CMTS and jump server CLI to track modem and CMTS data for 320 modems across 6 different environments.
• Manage device firmware and provisioning via jumpservers, SOAP and CISCO BACC.
• Run certification tests for potential firmware updates.
• Create bugs for issues found testing.

Highlands Ranch, CO

• Authored and executed structured experimental test scenarios, utilizing TFS (Team Foundation Server) to account for bug-fixes, features, and functionality requirements.
• Identified and documented bug reports while executing test plans.
• Optimized and designed test suites to reduce maintenance and execution time.
• Assigned UI Automation IDs using C#, designed and hand-coded automated test tools using coded UI in Visual Studio.
• Utilized Visio for diagram work-flow processes to account for all negative and positive test permutations.
• Facilitated bug workarounds with technical support for implementation prior to new releases.

Highlands Ranch, Colorado

• Responded to customers' and Sales Representatives' inquiries, concerns, regarding products and services, assisted with product feature installation, setup, troubleshooting and hardware operations.
• Diagnosed and resolved hardware and software problems.
• Ran test cases for new software releases.
• Performed a contingent overhaul of internal process documents to reflect evolving requirements, clarify process gaps and resolve discrepancies.
• Created one-off trending reports to gather more information about emerging issues.
• Constructed SQL queries against imported sales data to track serial numbers and purchase dates on warrantied equipment.

• Clerical Support Specialist V April 2013-Present
• Performed quality assurance monitoring and peer case review.
• Audited, reconciled and reported on specific call center activities.Clerical Support Specialist III October 2012-April 2013
• Intereacted with Health Care Providers and Second Party Vendors on behalf of a global pharmaceutical company
• Tracked and documented any calls or inquiries, submitting tickets to training, contract and technology departments as required.
• Called vendors to ensure all vendors in compliance prior to deadline.

Englewood, Colorado

• Made software/hardware decisions for non-profit mixed Mac and PC environment of approximately 20 onsite, 10 telecommuting employees.
• Negotiated and Managed service and telecom contracts
• Worked with interns regarding social media strategies, Website Optimization, Google Trends, etc.
• Performed the following as part of new Website Project Management Team::
• Created requirements document for successful large website grant pitch.
• Assisted with new website design, both functional and aesthetic aspects

Greenwood Village, Colorado

• Gathered and reconciled stakeholder requirements prior to authoring new Method and Process documentation.
• Authored and/or edited Care, Vendor and Customer-facing knowledge base documents to reflect Method and Process documentation
• Proposed new corporate business rules and managed creation and approval process.
• Communicated to training team process changes, reviewed training materials for accuracy.
• Participated in calibration meetings with vendor, analyzed quality trends and KB hit counts to adjust KB content and structure as necessary.
• Created UAT cases from Requirement Documents.

Provo, Utah

Accounting Technology/Technician And Bookkeeping

Activities and Societies: Librarian, Dean's Assistant

Pending, Computer And Information Sciences, General

Working towards degree taking classes part-time.

Education record