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Project Manager Customer Service

Location:
Hartford, Connecticut, United States
Posted:
December 17, 2018

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Resume:

Steven Schultz

413-***-****

ac7ztp@r.postjobfree.com

Summary:

A Senior Quality Project Manager with significant health insurance industry experience.

Extensive technical and testing background.

Strong credentials in quality assurance, testing, metrics reporting, application development and technical support.

Overall experience includes design, development and installation of large, complex database systems, as well as reporting systems in a mainframe environment

Technical and Leadership Skills:

Micro Soft Office Suite, Micro Soft Project, Word, Excel, Visio

Mainframe: DB2, TSO, JCL, VSAM, RMDS, Ez Trieve, QMF, SQL, File Aid, Waterfall, Agile

Test Automation: Quality Center, Mercury Win Runner, Mercury Test Tools, Quick Test Pro, Load Runner

Operations Management, Project Management, Technical Leader, Customer Service, Quality Control Management, Strong Technical Skills, Root Cause Analysis, CMMI, PMP

Education:

Wentworth Institute some credits in Business

Putnam Vocational Technical High School Electronic Technician Certificate

Digital Equipment Corp., BPST, JIT, SPC, TQA, DCL, VMS, BASIC, DATATRIEVE, COBOL

CIGNA - Business Essentials, Essentials of Management, Project Management, Risk Management, HR Policies and Procedures, Diversity, JCL, QMF, EzTrieve

Professional Experience:

Schultz Consulting

Project Manager

Over the past two years I have had to take a personal leave of absence. I have had to take care of an elderly parent whose health has been failing.

Financial Partners Inc.; Total Technical Services January 2015 - November 2015

Consultant – Project Manager

Responsibilities:

Managed a team of BA’s, developers and testers to design and build testing and conversion process to merge to Farm Credit banking associations.

Managed a team of BA’s, developers and testers to design and develop testing and conversion process for eBusiness to merge to Farm Credit banking associations.

Developing a company level/wide transferable conversion process.

Developing a company level/wide QA testing and validation process.

Budget 1.3m

Used SQL and QTP to create and validate data needed for testing

Used Selenium WebDriver to validate all web related functional testing.

CIGNA HealthCare, Artech August 2013 – May 2014

CONSULTANT – Project Manager / Test Lead

Responsibilities:

I created the Test Strategy and Test Plan for the Incentives phase 2 Goal Processing.

I worked with Development, Test support, IT and Business support teams in the execution of the Test Scripts while following the Test Plan.

Managed and instructed the test support staff on how and when to execute Test Scripts supporting all projects.

Managed 2 to 4 testers in day to day activities.

Managed defect meetings and assigned appropriate team members to eliminate and validate defects.

Reported daily all testing statistics including defect reporting.

Updated Quality Center and Jira with appropriate test information and defect data.

Responsible for overall coordination, data management, data creation, defect management, status reporting and stability of complex and cross-functional project oriented work efforts.

Using AGILE methodology was instrumental in support and implementation of the Incentives Phase 2 platform.

Responsible for the creation of Goal Processing files used to apply benefits for all testing membership for both System and Integrated testing.

Responsible for the creation of raw data files for EQE System and Integrated testing used for End to End processing

Budget 2m

Used QMF and SQL to create data needed for testing.

Used QTP to run validation scripts for UAT.

Used Selenium WebDriver to perform all automated web related testing.

CIGNA Health Care, Open Systems November 2012 – May 2013

CONSULTANT – Project Test Lead

Responsibilities:

I created the Test Strategy and Test Plan for the HIPAA 835 file changes, HIPAA 5010, Medicare Coverage Gap implementations.

I worked with Development, Test support, IT and Business support teams in the execution of the Test Scripts while following the Test Plan.

Managed and instructed the test support staff on how and when to execute Test Scripts supporting all projects.

Managed Test Cycles for development, IT support and business to ensure environmental readiness.

Managed 2 to 4 testers in day to day activities.

Managed defect meetings and assigned appropriate team members to eliminate and validate defects.

Reported daily all testing statistics including defect reporting.

Updated Quality Center and with appropriate test information and defect data.

Responsible for overall coordination, status reporting and stability of complex and cross-functional project oriented work efforts.

Managed multiple projects simultaneously.

Established and implemented project management processes and methodologies for the IT community to ensure project more years managing projects

Lead team to implement file changes for Commercial and International customers.

PTL that developed Test Plans, Test Strategy’s, Quality Center scripts and QA reports.

Lead all defect management distribution and resolution.

Lead daily testing status meeting with test team which resolved defects, timing, staffing and escalation issues.

Budget 1.5m

Used QTP to create and run validation UAT tests to ensure newly created files and formats met the processing standards.

Used Selenium WebDriver to perform all automated web related testing.

Commonwealth of Massachusetts UMASS IS, Eliassen Group September 2012 – November 2012

Consultant – HIX/IES Program QA Manager

Responsibilities:

Test Manager of staff that is designing and building the Healthcare Information eXchange will allow consumers to shop for health insurance, apply for financial assistance, and enroll in private and public plans in real-time.

Test Manager for Integrated Eligibility System which will determine eligibility for Medicaid, CHIP, SHOP and other programs. We will have real-time or near real time interface with external data providers and Government Agencies as well as internal systems (e.g., MA-21).

Test Manager leading all defect management using JIRA for distribution and resolution.

Lead all Voluntary Product Accessibility Template (VPAT) validation for Accessibility Testing

CIGNA Health Care, Strategic Staffing Solutions July 2010 – May 2012

CONSULTANT – Project Test Lead

Responsibilities:

Using Waterfall methodologies, lead team to implement HIPAA 5010 file changes for Commercial and International customers.

Implemented the Medicare Coverage Gap process which impacts prescription payment issues.

PTL that developed Test Plans, Test Strategy’s, Quality Center scripts and QA reports.

Lead all defect management distribution and resolution.

Lead daily testing status meeting with primary pharmacy customer which resolved defects, timing, staffing and escalation issues.

Designed and implemented project inventory and metrics database which provided invaluable and needed data for analysis and reporting and provided evidence for turn-around time improvements and near zero production error rates.

Through extensive mentoring and process development, was instrumental in successfully training testing consultants in performing business analysis tasks including analysis and design and functional requirements development for the 2011 HIPAA regulation changes and field changes that impact all new processing requirements.

Independently corrected installation and timing issues of a Medicare Coverage Gap project by working closely with and managing the vendor. Required learning the system, understanding the issues, and providing vendors with corrected requirements.

Budget 1m

First Eastern Mortgage Corporation January 2009 – June 2010

Mortgage Officer

Responsibilities:

Responsible for closing and processing: FHA, Conventional and VA residential loans.

Responsible for building customer base and maintain contact with potential customers.

Emblem Health, RCG November 2008 – December 2008

CONSULTANT – Project Test Lead

Responsibilities:

Managed a team Business Analysts and IT testers during a new product implementation.

Created the implementation project plan

Lead all defect management distribution and resolution.

Defined a testing metrics process for all projects

Mass Mutual Financial Group April 2007 – June 2008

Project Manager / Test Lead

Responsibilities:

Created a regression test bed for both Cognos and Informatica system upgrades to use when version upgrades occur and major code changes are introduced.

Used QTP to build regression test suite that allows users to vary input source data as well as field variability. This was very successful when used during the first version upgrade to Cognos and Informatica.

Managed over 40 testers during the conversion process from mainframe financial reporting to Cognos. The implementation used an Agile process and there were over 15 separate implementations due to the size of the conversion and the number of systems that converted.

Led the Cognos Standup and Informatica Upgrade

Created the Implementation Project Plan for both the Cognos Standup and Informatica Upgrade

Managed different lines of business based on implementation phase and complexity

Manage testing process for corporate enterprise level projects supplying multiple lines of businesses defect monitoring, resolution and environmental management.

Developed automated testing process for implementation stand up projects which delivers validation through the life cycle of the application.

Designed reusable Test Plan and Strategy processes for enterprise level projects to be used by multiple test managers in support of infrastructure projects.

Performed a methodology, environment and test automation review

Budget 10m

ING, Systems Dynamix Corporation January 2007 - April 2007

Project Test Lead

Responsibilities:

Managed a team Business Analysts and IT testers during a mainframe conversion project.

Created the implementation project plan

Lead all defect management distribution and resolution.

Defined a testing metrics process for all projects

Ingenix Corporation October 2005 - January 2007

Quality Assurance Lead

Responsibilities:

Managed a staff of six onshore and six offshore resources

Developed a new process within the existing SDLC which included the use of quality assurance techniques for ongoing and future implementations

Led the project to create a reporting metrics system in Quality Center to monitor in house testing processes.

Monitored environmental metrics which helped define performance testing scripts used for Quick Test Professional.

Hartford Technology Services Company, Software Quality Associates May 2005 - October 2005

Project Manager - Quality Assurance Process Assessment

Responsibilities:

Assessed the Quality Assurance testing program.

Recommended an approach to integrate the QA testing program with application development and project management.

Determined the stakeholder goals regarding the outcome of testing efforts.

Performed stakeholder interviews with appropriate team members to determine gaps in process.

Performed a systems review of all applications in the testing process.

Produced a document which outlined the baseline process, the recommended process, the number of resources required to incorporate the recommended process, and the required testing tools needed for automating test processes.

CIGNA Health Care, Systems Dynamix Corporation March 2001 - December 2004

CONSULTANT – Business Analyst / Project Manager

Responsibilities:

SME for Eligibility on Cigna Health Care Transformation project

Release Coordinator for Transformation Project

Executed and troubleshoot JCL and Batch cycle jobs.

Run IBUS which delivers test data to all downstream systems.

Worked with DB2 tables to manipulate transactional data to accommodate test scripts.

Created QMF queries to extract data from legacy systems for analyst to use as test scripts.

Create and perform test scripts to ensure new system changes accommodate production needs.

Release Coordinator at CIGNA Health Care Transformation project

Managed a team of consultants which included assigning and monitoring project assignments

Facilitated high level meetings with project stakeholders regarding the test strategy for thirty applications.

Maintained and monitor the status of all the participating applications on various releases.

Developed project plan the IBUS metrics reporting tool

Full understanding of Healthcare and claim process.

Utilized the QMF queries to extract data from database for query and reporting purposes and exported the results into Excel.

Facilitated the Data requirement meetings. Data mined elements for seven lines of business and thirty applications.

Mass Mutual Financial Group July 2000 - March 2001

Project Manager

Responsibilities:

Project Manager responsible for developing systems, procedures and project requirements for Agency Rent and Recognition applications as a part of Career Agency System Effectiveness corporate project.

Project Manager responsible for the installation of a scanning and imaging process that supports

License and contracting production applications. Responsible for designing and installing a metrics system for the Commissions and Annuities production operation, which monitors all production work events.

CIGNA Health Care December 1997 - July 2000

Service Manager Eligibility Service

Responsibilities:

Technical Service Manager responsible for managing Technical Consultants that support production applications and mainframe data conversion.

Provide technical support in the designing and testing of production applications used in the improvement of Healthcare Eligibility processing. Provide trouble shooting for clients and Business Analysts that require root cause analysis and system recovery.

Build data bases to upload mainframe systems using JCL and ACCESS programs to map data elements into ASCII data formats.

Eligibility Service Manager responsible for 12 Business Analysts for the processing of manual and automated Healthcare Eligibility.

Maintain a 500-client base of national to mid-market accounts working with analysts during the implementation process through case installation.

Responsible for day-to-day operations management including productivity, performance management, quality assurance and overall customer service.

Quality Manager responsible Quality Assurance staff for Health Care Eligibility.

Responsible for implementing new quality Waterfall methodology process to ensure effective measurement of quality output for production of manual analyst and external vendor eligibility processing.

Project Manager responsible for installing and maintaining metrics and timing system for paper process flow.

Business liaison between process and systems responsible for designing and testing production applications used in process improvement and development.

Project Manager for Y2K testing for off-site keying vendors. Designed the scanning and imaging process utilizing OCR enrollment technology.

CIGNA June 1997 to December 1997

Project manager

Responsibilities:

Project Manager for the Eligibility Improvement Project responsible for redesigning the manual eligibility process.

Developed case conversion process.

Developed and trained technical consultant position. Designed tools that automate client set up process.

Designed wrapper and matrix for translation to communicate variables to satellite location for eligibility processing.

CIGNA July 1993 to May 1997

Technical Consultant

Responsibilities:

Managed overall eligibility processing for jumbo and national accounts ensuring that all customer and business needs are continuously satisfied. Supervise eligibility analysts during implementation process for client set up and ongoing troubleshooting within eligibility and claim systems.

Performed QMF and EZtreive programs in support of customer and sales reporting requests.

Team leader of technical consultants developing an implementation team for process improvement. Eligibility process liaison for all systems improvements to the business process.

Business owner and project leader for the managed dental eligibility process.

Defined, tested, and implemented customer specific business specifications for automated eligibility system enhancements and processing improvements

Lego Systems, Inc. January 1991 to April 1992

Systems Operations

Responsibilities:

Computer room operations supervisor responsible for all off shift batch and system coordination.

Provided technical assistance, diagnosed, and repaired system and operational malfunctions; maintained and modified systems; perform backups to VAX and NCR clusters; restored files and isolate system problems.

Digital Equipment Corporation April 1981 to June 1990

Project Engineering technician

Responsibilities:

Responsible for calibration, maintenance, failure analysis, design, software support, and operation of test equipment used to develop Winchester thin film read/write heads and media used in full and half height storage devices.

Provide diagnostic evaluation and performed repair modification procedures.

Quality Assurance coordinator supervising QA Auditors. Chairperson of engineering read/write failure analysis team.

Trained manufacturing personal on uses of production test equipment.

Traveled to vendor sites to implement test and software modification procedures.



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