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.

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.

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.

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.

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.