Product Owner for CareSelect Imaging & CareSelect Risk Assessor

I was responsible for the creation of the Customer Support department. I configured our JIRA Service Desk instance and helped roll-out Confluence as our documentation hub. I was responsible for the review and triaging of all help desk tickets, to our development team. I would regularly review SQL code to find root cause of issues and relay that information and suggestions back to the development team. I also would create enhancement tickets, gathering the system requirements and create design documents for new software features. I did extensive research on Medicaid/Medicare compliance and translated those into HL7 requirements. I eventually expanded the department by hiring an additional Customer Support Specialist to help manage the workload.I also was the main customer contact for several existing clients, holding weekly status calls and prioritizing client issues.

*Tested both critical fixes and major version enhancements.*Designed and ran usability tests for current and future functionality both on- and off-site with customers. *Developed, executed, and maintained module test plans using standard and custom templates and checklists.*Tested client, server, web, Android, iOS, and Crystal report development projects.*Designed and enforced company-wide standards for issue documentation related to new and existing development. *Created and taught classes related to testing and specific product knowledge. *Documented detailed outcomes and triaged issues back to developers based on fix priority.*Demoed and solicited feedback about major software enhancements to senior staff.