Technical Support Supervisor/QA Analyst/Customer Service

Blanca Hegstrom

*************@*****.***

Extensive experience in all aspects of the software development life cycle in the Information Technology industry

with a primary concentration in Systems Support; Implementation & Deployment, Team Leadership and Business

Analysis. Strong communication and analytical skills, with a flexible and creative approach to delivering products

and services on time and within budget. Sophisticated results-driven professional with demonstrated experience in

leadership and a hands-on management approach.

A self-starter, able to hit the ground running, exceptional presentation and communication skills used to foster solid

relationships with end-users and vendors.

Key Skills:

Outstanding analytical, problem-solving, and troubleshooting ability.

Superior communication (oral and written), customer service and interpersonal skills.

Both independent and team worker, as required.

MS Office proficiency and tracking-software familiarity.

Ability to multi-task and prioritize effectively.

Poised and patient when dealing with clients.

Remedy and Service Now for ticket tracking

Child Care Feb 2015 – March 2015

Through a Childs Eye

Care giver for children from 0-18 months. Change diapers, feed breakfast and lunch, read to them and prepare for

naps. Play with children and attend as needed.

Customer Care Representative – Medicare D July 2014 – Dec 2014

CVS Caremark

Inbound call center – Respond to customers questions via telephone, assisting existing members with making

changes to their policies. In addition, provide members with their current benefit information, resolve questions

concerning claims for prescription drug coverage by occasionally contacting providers and pharmacies, and assist

Members with updating account information Assisting potential new members with the enrollment process and

assisting existing members with making changes to their policies.

Technical Support Supervisor

Spectra Laboratories February 2013 – May 2014

Supervise the daily operational activities of the Technical Support Department including staff schedules.

Supervise User Services Analyst personnel and performance, writing and delivering performance reviews and

performance improvement plans.

Create, revise and maintain current documentation and procedures to comply with regulatory requirements such as

CAP, HIPPA and etc.

Lead the efforts to improve processes, procedures, directly related to customer issues to permanently resolve

problems and to improve customer service and service levels.

Escalate and mediate issues to IT and upper Management as necessary.

Develop, implement Technical Support problem-solving processes, skills to improve customer service.

Project Lead as requested by Sr. Manager, the implementation of projects for Technical Support, which can involve

deployment of Customer Systems, coordination of new account activities, resolution of problems which require

involvement from multiple departments, assisting QA in system testing.

SQA TechII/System Analyst

Spectra Laboratories March 2002 – Feb 2013

Interface & System Analyst providing support for Applications; HL7 and Ensemble Interface support; LIS, McKesson,

Averity and in-house software - Korus

Production Support; training coordination for internal and external customers.

New Production Rollout & Conversion

Sunset of core application.

Deployment & Implementation of 6000 plus clinics nation wide

QA testing team in developing and implementing quality-assurance and quality-control methodologies to ensure

compliance with QA standards, federal regulations and customer specifications.

Created and executed software test plans, cases and scripts to uncover, identify and document software problems

and their causes. Transitioned software development efforts to a test-driven development (TDD) process, which

brought QA testing in on the front-end of the development cycle for gains in code quality, software functionality and

programmer productivity

Conducted formal and informal product design reviews throughout the software development lifecycle to provide

input on functional requirements, product designs, schedules and potential issues. Leveraged developer background

to communicate effectively with software design team, quickly gaining their respect and becoming a valued, “go-to”

team member on challenging test cases.

Documented software defects using bug tracking system and reported defects involving program functionality,

output, online screen and content to software developers.

Skills Summary

SQA Testing & Methodologies/Test Regression & Negative Testing/UI & Data Interface & Migration

Plans, Cases & Processes Functional Compatibility Testing /Defect Bug Testing/HL7

Requirements /QA & QC Standards Tracking/ Defect/Bug Tracking

Test Strategies & Coverage Deployment

Human Resources Generalist

Spectra Laboratories March 2000 – March 2002

Managed the day-to-day operations of the Human Resource office.

Responsible for but not limited to:

Recruiting and staffing logistics;

Organizational and space planning;

Organization development;

Employment and compliance to regulatory concerns and reporting;

Employee orientation, development, and training;

Policy development and documentation;

Employee relations;

Company-wide committee facilitation;

Company employee communication;

Compensation and benefits administration;

Employee safety, welfare, wellness and health;

Employee services and counseling.

Education: High School Diploma

Bilingual – English/Spanish

Certificates:

Diabetes Assessment

Proton Integrator

Project Management for the Accidental Manager

Ergonomic Awareness

Training and development in a Recession

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