Perform various duties as part of the organizations Quality Assurance team. Activities during this process included but were not limited to: - Creation of Test Plans, Test Cases and Test Executions for legacy Massachusetts and New Jersey Vehicle Inspection Programs patches and releases. - Creation of automation regression set cases in utilizing Smartbear TestComplete - Work directly with developers to design User Interfaces and user experience for web and desktop applications.- Assisted with Implementation of SCRUM / AGILE methodologies and tools.- Develop business rules based on requirements for development teams.- Identify, research, and test software defects identified through testing as well as reported by client agency personnel.- Provide estimates and requirements analysis for change requests and new program bids.- Test releases across multiple environments including UAT and production environments.- Perform Post Implementation Verification of all software releases, in all environments.- Work closely with IT Operations for both internal testing tasks and client software releases.- Training for customer service representatives and field service personnel on both new and legacy software sets.- Review internal and client facing documentation prior to publishing.- Analyze data via direct access to SQL servers for white box level testing.- Provide troubleshooting and analysis support for customer service representatives tickets.- Improve and implement enhanced internal processes for team collaboration and efficiency.- Work directly with Hardware QA personnel in development and testing of hardware installation procedures and practices.

Perform Quality Assurance testing on the organizations New Jersey WIC application. Activities during this process included but were not limited to: - Testing new development modifications for this client/server application design. - Participate in daily meetings with state representatives to discuss testing progress and release milestones. - Work with quality assurance manager to write/update and complete testing scripts (test scripts were maintained in Excel).- Maintain current versions of release software via source control and prep test environment with necessary software.- Create and maintain a working issues list of all bugs/problems found during all test phases.- Coordinate release schedule of software both internally with Help Desk staff as well as State, - Development and User Community. - Finalize release notes documentation with quality assurance manager. - Work with state contacts to deploy the release statewide using VPN software. Additional Responsibilities: - Coordination of UAT, Pilot and Production releases for the Arizona In Motion (AIM) Oracle Forms based system. - Coordination of Vendor Web UAT and Production releases. - Work with Quality Assurance Manager to transmit email communication to state representatives regarding release schedule and rollout milestones.- Maintain source control for all releases utilizing Serena Version Manager Software.

- Promoted four times within three years with the organization. The promotions included Level 1 to Level 2 support, Level 2 to Level 3 support, Help Desk representative lead for New Jersey WIC, and then Help Desk Supervisor. - Supervised the organizations Help Desk, which consists of seven full time employees. - Participated in the launch of a new Customer Care Center to support the company’s largest contract in New York State. This involved the setup and configuration of the contracts incident management system (Remedy Force) and the training of New York State and CMA staff on the day to day utilization of the product. - Worked with Development, Network and Database Administration staff to upgrade the organizations Help Desk ticketing system multiple times ensuring 0 downtime or customer access level issues.- Verify the integrity and detail of all trouble call tickets created on a daily basis. This is to ensure all details and information provided by the customer are captured and documented accurately.- Coordinating and running of weekly conference calls with state representatives to cover all issues opened with their relative projects. These calls include the review and current status of all trouble call tickets opened within the given week.- Created, maintained and updated of our ticket software’s internal knowledge base. This is done on a monthly/bi-monthly basis to make sure this tool contains all of the appropriate solutions to common help call issues.

- Promoted from Level 1 to Level 2 support, which in turn resulted in the daily supervision of the operations of four help desk representatives. This supervision included the monitoring of ticket details and resolutions. - Handling and resolving of all level two help desk calls. Calls, which could not be resolved by level one representatives, were transferred to me for further troubleshooting.- Responsible for the daily monitoring of all electronic functional acknowledgments which our company sent out via EDI. Monitoring was to ensure our customers received the data we were transmitting. - Training and educating new help desk representatives on the company’s products and solutions. Solutions included seven web based purchasing accounts for companies ranging from QVC, Costco and KB Toys.

- Provided computer desktop support for the entire executive conference center. This included troubleshooting and resolving issues pertaining to both company and guest computer equipment.- Assisted in large-scale presentations, which included power point presentations, live internet video conferencing, audience poling participation software, microphone and audio setup, lights and visual equipment. - Maintained inventory of all computer and audio/visual equipment. This process consisted of a nightly check of all equipment for security, along with a complete monthly inventory for ordering and supply purposes.