Tier II Production Support

Full-time problem-solver who splits duties as analyst, QA, and scrum team leader to implement tools that increase standardization and automation across the business organization.Notable Projects• Lead analyst & PM for project sunsetting two disparate tools used by Billing Dispute team and consolidating them into one new web-based system for documentation, tracking, and reporting of customer billing disputes. • Lead analyst & primary QA tester on automation project that provided the customer the capability to self-serve and place simple change orders against their services via a Customer Portal page. • Lead analyst, primary QA tester, & scrum team leader for small, but mighty development team who has created (from the ground floor) a Common Notifications tool that automates notifications sent to the customer during the ordering process at specific defined milestones. The system also allows the business user the ability to quickly manually draft & send standardized notifications for various customer touch points. Within 4 years, the system went from 0 to 90,000 notifications sent per month (via email and/or text) with an estimated savings of $4 million/year.