Raza A. Email & Phone Number

Texas, United States

Dallas-Fort Worth Metroplex

• Acted as a Product Owner for an application development team, driving the development and enhancement of a web app with a UI and CQL engine to calculate HEDIS measures.• Led the development of features for HEDIS reporting, Quality Improvement, and enhancements to app outputs, including various types of log files, ensuring users can easily understand the results of executions.• Collaborated closely with UI/UX designers using Figma and Storybook to draft and implement requirements, resulting in a comprehensive UI overhaul that improved user experience and interaction.• Translated complex business objectives and stakeholder feedback into clear, actionable requirements, guiding the team through the execution of these initiatives.• Defined product strategy and maintained a detailed, easy-to-understand roadmap of features to align with the overall product vision.• Conducted regular refinement sessions to break down business requirements into technical requirements, ensuring alignment and clarity for the development team.• Managed dependencies, communicated timelines effectively, and set clear expectations with stakeholders to ensure seamless project delivery.• Facilitated agile practices and scrum ceremonies, enabling the team to adopt iterative development and continuous improvement methodologies.• Organized and led regular product demos to showcase new features and gather valuable stakeholder feedback, driving continuous product improvement.• Prioritized and groomed a backlog of user stories, ensuring iterative value delivery and alignment with stakeholder needs.

Dallas-Fort Worth Metroplex

• Led cross-functional agile team to ensure simple to use, performant, and reliable data warehouse as the business grew. Handled new use cases utilizing increasingly larger data sets.• Identified and translated business objectives/stakeholder feedback into requirements and led the team through execution.• Defined data products at different levels of data flow, including data intake, data marts, and data extracts.• Coordinated dependencies, communicated timelines, and managed stakeholder expectations.• Held regular refinement sessions to define technical requirements from business requirements clearly.• Established product strategy derived from a clearly defined vision.• Implemented a clear and easy-to-understand roadmap of features to achieve product vision.• Groomed and prioritized a healthy backlog of user stories to deliver iterative value to stakeholders.• Held regular product demos to showcase new features and receive stakeholder feedback.• Enabled newly formed teams to move towards agile practices and scrum ceremonies.

Dallas/Fort Worth Area

• Researched, audited, and ran reports to resolve issues with G Suite accounts in the G Suite admin console.• Assisted Jira administrator in researching, auditing, and running reports in the Jira service desk and Jira software.• Created and updated confluence documentation.• Diagnosed and resolved inbound Tier 2 support tickets for Signify Health employees and providers.• Deployed and managed the Envoy visitor sign-in system.• Used Jira service desk (CRM) to manage and document issues reported via call, email, and slack.• Provided support for internal web and mobile applications.• Resolved active directory account issues, password resets, unlocks, and group policy.• Resolved software issues such as configuration, repair, uninstall and reinstalling.• Diagnosed remote connection issues using the Dameware RDC application.• Diagnosed and resolved IE and Chrome issues/configurations concerning Signify Health browser-based applications.• Imaged and deployed software on laptops for existing employees and new hires.• Set up equipment and trained work-from-home employees on technology use.• Assisted remote employees in troubleshooting and resolving technical issues.• Analyzed and diagnosed remote employee VPN connection issues via the Meraki dashboard.• Assisted NetOps and infrastructure team with special projects.

Dallas/Fort Worth Area

• Diagnosed and resolved inbound Tier 1 support calls for AIG employees and affiliates.• Used service now (CRM) to manage and document user contacts and issues.• Provided support for over 100 AIG applications.• Resolved active directory account issues, password resets, unlocks, and group policy.• Resolved software issues such as configuration, repair, uninstall, and reinstall.• Diagnosed remote connection issues using the Bomgar RDC application.• Resolved RSA soft token issues such as uninstalling/reinstalling RSA applications, redistributing RSA tokens, pin resets, and diagnosing other token problems using the RSA authentication monitor.• Diagnosed and resolved IE, Firefox, and Chrome issues/configurations concerning AIG browser-based applications.• As part of the software install team, pushed software using SCCM to users’ computers.• Diagnosed and resolved Citrix remote desktop issues on laptops and Wyse terminals and uninstalled/reinstalled Citrix receiver.• Provided McAfee endpoint encryption support using the safe boot tool.• Provided outlook support such as clearing credentials, creating profiles, and loading .pst files.• Provided mainframe password resets, and account unlocks using Rumba or z-Scope.

Dallas/Fort Worth Area

• Identified, diagnosed, and resolved Tier 1 issues for users of the talent management system and related applications. Communicated solutions to end-users.• Provided one-on-one end-user first-call resolution over the phone.• Diagnosed and resolved TMS account and course issues. Routed calls to the appropriate desk for hardware/software requests and incidents.• Logged, categorized, and prioritized incidents/service requests and managed lifecycle using the CA service desk manager ticketing system.• Performed TMS administrator role in adding/removing courses, activating accounts, and transferring user accounts to appropriate domains.• Used Skype for Business 2016 to remote into the end user's computer, perform system checks, and diagnose and resolve browser deficiencies.

Dallas/Fort Worth Area

• Identified, diagnosed, and resolved Tier 1 issues for users of the talent management system and related applications. Communicated solutions to end-users.• Provided one-on-one end-user first-call resolution over the phone.• Diagnosed and resolved TMS account and course issues. Routed calls to the appropriate desk for hardware/software requests and incidents.• Logged, categorized, and prioritized incidents/service requests and managed lifecycle using the CA service desk manager ticketing system.• Performed TMS administrator role in adding/removing courses, activating accounts, and transferring user accounts to appropriate domains.• Used Skype for Business 2016 to remote into the end user's computer, perform system checks, and diagnose and resolve browser deficiencies.

Dallas/Fort Worth Area

• Obtained and recorded patient vital signs and machine readings according to facility policies.• Set up and tore down the dialysis blood system for treatment.• Cannulated and removed access needles in patients for dialysis treatment.• Monitored and assessed patients during treatment, documented changes in the patient's condition, and informed the charge nurse of problems during treatment.• Calculated patient's weight loss to reach dry weight.• Relayed equipment malfunctions to Technical Supervisor and recorded all equipment malfunctions.• Determined patient care priorities and organized workload efficiently and effectively.• Maintained a professional working relationship and observed patient privacy and rights. • Projected a pleasant, tactful, and supportive attitude while giving impartial treatment to patients at all times.