Simmons College, Boston, MA,December 2010, B.S. in Mathematics and Computer Science
Startup Institute, Boston, MA, April 2016, Certificate in Web Development
EXPERIENCE
PowerAdvocate WFH/Boston, MA January 2013-March 2016
Product Support Specialist
Provided distributed telephone support, answering customer questions and calls as a member of 2-5 person team
Supported internal users advanced questions regarding software functionality, and configuration
Provided customer-specific services for the EIP which help customers optimize the value of our software, data, and analytical solutions
Provided programmatic support for Supplier Relationship Management, strategic sourcing, and category management projects and other types of product support projects as may be required as the EIP evolves
Supported configuration tasks during implementation projects and during on-going customer support
Administered and enforced software license agreements
Monitored user adoption, and diagnosed problems so as to develop and execute programs to ensure the EIP is meeting customer expectations and that customers renew their license agreements
Liaisoned between the support organization and the technical/development organization to communicate and resolve issues
Tracked customer calls, supported requests, and developed reports and metrics. Provided efficient and timely resolution of customer issues
Partners Healthcare WFH/Boston, MA October 2014-September 2015
Business Analyst
Provided direct day-to-day analytical support to internal clients through various applications
Managed and delegated all daily incoming requests to members of the support staff
Investigated, analyzed, and resolved internal and external application inquiries and issues
Coordinated with project teams and end users to develop new business rules
Met with end users to identify current and potential business requirements and needs, developed specifications, and acted as a liaison for the programmers and clients
Formally trained end users on navigating fundraising applications
Created, archived and maintained appropriate user and administrative training documentation
Collaborated on small to medium sized projects, performed data analysis, gathered requirements, supported documentation, tested, and implemented of new features
Effectively facilitated informal and formal project meetings
Worked on software upgrade projects, evaluated and test system enhancements, maintained release notes, created test cases and plans
Interviewed potential development information systems candidates for open positions within the team
Metlife WFH/Boston, MA November 2012-October 2014
Business QA Applications Analyst
Designed, maintained, and executed test plans for new software version release
Analyzed and documented project test results for reference and auditing purposes
Proactively identified, reported, and cataloged defects in Quality Center application
Investigated all potential defects in order to identify and isolated any problem areas
Compared test results to business specifications and documentations to insure compliance
Held responsibility for quality assurance testing of new system functionality, enhancements to existing systems, as well as regression testing for multiple client servers and web applications
Retested reported defects and evaluated the usability and functionality of applications
Interacted with actuaries, internal development teams and external vendors during various stages of the application life cycle
Upstream HTML files via SOAP application into Oracle PAS system, processed the steps/transactions generated by the upstream, and analyzed the outcome
Created regression test cases from scratch, executed test cases, and validated mathematical results in the Oracle PAS system against APL system
Manipulated excel formulas and pre-written excel calculation spreadsheets to verify the results provided by Oracle PAS
Premier Research Group Quincy, MA April 2011-November 2012
Associate Business Process Support Specialist
Provided support to clients on Oracle Clinical database as well as Extra view application
Utilized ticketing systems to follow-up on end-user issues and provided rapid data solutions
Unlocked users Oracle Clinical accounts and reset their passwords
Researched, analyzed, and provided troubleshooting for clients issues
Monitored the ticket queue and assigned tickets to the appropriate team member
Documented defect findings formally to provide a reference for team members
Transcribed SQL code to assist with daily tasks and operations
Implemented the Unix system commands to verify user accounts and settings
Executed test scripts and performed quality control on the test scripts
Administered training to new team members and colleagues on applications and processes related to Oracle Clinical
Conducted formal presentations on work-related topics to improve system knowledge
Blue Cross Blue Shield, Hingham, MA September 2010-January 2011
Pharmacy Operations Associate
Assisted internal and external clienteles via phone and fax
Utilized BCBS system to query and recorded information regarding members accounts
Coordinated internal activities necessary to research and resolved the inquiries of physicians, nurses, and other hospital personnel
