Customer Service Quality Assurance

Gian Bustillo

**** **** ****, ***** ****** VA ***42

************@*****.*** – 703-***-****

EDUCATION

University of Virginia, Charlottesville, VA May 2009

Bachelor of Arts in Economics, Minor in Political Theory

PROFESSIONAL EXPERIENCE

Sabbatical December 2015 – March 2016

Completed a bicycle tour from San Francisco, CA to Key West, FL totaling 3,500 miles.

Autodesk, Inc., San Francisco, CA January 2015 – December 2015

Business Systems Analyst

Collaborated with the product owner to understand business drivers to translate them into functional and non-functional requirements, and on tasks related to the planning, scheduling and coordination of project activities in an agile environment.

Served as primary point of contact and source of accountability for validation / testing activities by designing, writing and executing test cases to ensure business and UX requirements were met.

Coordinated with solution architects, business analysts, and developers to ensure successful use of API functionality in customer facing features.

Worked with the development and automation teams to interpret, qualify and refine user stories to ensure functional integrity of the application.

Responsible for collaborating with analysts and team leads from five teams for comprehensive end-to-end testing for five production releases.

Met with customer service representatives weekly to review and investigate user reported production bugs and bi-weekly to demonstrate new functionalities included in future releases.

Kaiser Permanente, Oakland, CA September 2013 – December 2014

Senior Business Analyst

Participate in data integrity and quality assurance testing for UAT and Production load environments by developing and running SQL queries, and identify and raise issues to IT via Quality Center.

Manage user acceptance testing (UAT) processes for Patient Billing claims data by creating test plans / scripts, defining acceptance criteria, and coordinating data loads with the ETL team.

Develop ad-hoc reports using SQL to research, analyze, and troubleshoot data quality issues in EPIC Clarity HealthConnect for the Actuarial and Pricing departments.

Responsible for the documentation of requirements, defects, issues, and UAT results in Quality Center, and develop metric reports for leadership.

Facilitated weekly issues meetings with subject matter experts, document meeting minutes and action items.

The Centech Group, Inc., Falls Church, VA September 2010 – July 2013

Business Systems Analyst

Planned and managed several software releases of the SecurityManager application to the Departments of Homeland Security, Health and Human Services, Education, Commerce, and Veterans Affairs.

Assisted in supervising project deadlines by creating release schedules and managed resources (prioritization of tasks, hardware and software needs, and source control software) critical to the success of the project.

Gathered business requirements for systems solutions by interviewing clients, reviewing business documents, surveying problem reports and enhancement requests, and analyzing existing systems functions.

Managed quality assurance (QA) processes using traceability matrices and test plans, and performed GUI, functional, integration, regression and negative testing.

Investigated and identified user-reported bugs and issues, and worked with programmers to diagnose and correct, and retest problems.

Served as technical writer by preparing use cases, designed documentation, interface control documents, release notes, data dictionary definitions and business rules documents for each software release.

Created SQL queries for reporting and SQL scripts for configuring the database per client specifications.

Organized and moderated weekly status meetings with clients, recorded meeting minutes, and acted as mediator between clients and team members.

Provided training and develop training programs for new SecurityManager users.

Health Right, Inc., Washington, D.C. June 2009 – September 2010

IT Business Analyst

Managed life-cycles of multiple short-term projects which improved the auto-adjudication rate of the claims system from 30 to 70 percent through the enhancement of the EDI process for claim importation.

Assessed business processes to identify operational weaknesses by interviewing stakeholders, performed gap analysis to translate needed changes as requirements for software engineers and database architects.

Developed test plans and metrics, performed user acceptance testing (UAT), and deployed software patches.

Documented claims operational processes as workflows and operational procedures through consultations with CFO, CIO, system analysts, and users.

Resolved all user permission and claims issues in the Plexis Claims System as system administrator.

Provided training to multiple departments to ensure up to date knowledge on latest software changes.

FINRA, Inc., Rockville, MD June 2008 – August 2008

Research Intern

Assisted with research and development of a 10 minute online tutorial for the FINRA Firm Gateway. Developed project plan and 20 panel story outlines using Adobe Captivate.

Negotiated software features with developers, testers, and team leaders to improve system usability.

Learned agile development methodology and testing processes and procedures.

Organized weekly status meetings with all team members to report progress of project and development.

Identified quality improvement opportunities and reviewed and analyzed effectiveness of modifications made.

NASD, Inc., Rockville, MD June 2007 – August 2007

Regulatory Intern

Compiled, organized, and analyzed information from a variety of sources to be used in the investigation of potential illegal trading activity.

Performed analytical assignments on suspicious trade executions through the use of the Order Audit Trail System.

Created spreadsheets, and utilized databases and computer applications to share research findings with team.

Collaborated with team leader and team members to resolve team tasks weekly.

Prepared and disseminated meeting minutes at the conclusion of each weekly status meeting.

SKILLS

Fluent: Spanish (writing, speaking, reading)

Proficient: Teradata, Oracle SQL Developer, HP Quality Center, JIRA, Gemini, Rally, HTML,

MS Office, MS Visio

Working knowledge: CMMI, SQL Server, Team Foundation, Visual Studio, Adobe Photoshop, Captivate, Java, and Python.

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