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Front Desk Customer Service

Plymouth Meeting, PA
February 23, 2020

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*** **** ****** ****

Blue Bell, PA 19422


Dynamic, self-motivated professional who builds winning partnerships that produce exceptional results. Dedicated, team player with strong technical, customer service and communication skills.

Professional Experience:

PJM Interconnection-Audubon, Pa March 2019-March 2020

Quality Assurance Analyst -Contract

Execute and document test approach, Test Plans, and scenarios, aligned with Quality Management processes.

Worked closely with designers, developers, and business SMEs to effectively assure delivery of a quality project.

Supported continuous improvement of Team quality management practices, such as defect management, continuous integration, integration testing, and test automation.

Took initiative and followed through on testing plans in Quality Center to align with the EMS project.

Performed smoke Test on the legacy applications and upgraded systems.

Company Voice-Blue Bell, Pa November 2018-March 2019

Front Desk-Receptionist (Part Time)

Greet clients and set a positive office atmosphere.

Answer the phone, take messages, and redirect calls to appropriate offices.

Organize and maintain files and records, update when necessary.

Create and maintain updated documents and spreadsheets and training manuals.

Oversee sorting and distribution of incoming mail.

Customer Service-Assist in calling and emailing through a maintained database and logging support ticket information in multichannel customer support / help desk software applications for the IT Department

Prepare outgoing mail (envelopes, packages, etc.)

Operate office equipment, such as photocopier, printers, etc.

Organize bookkeeping and issue invoices/checks.

Record meeting minutes and dictations.

Perform inventory of office supplies and order what is needed.

RE/MAX Services - Blue Bell, PA August 1997-October 2018

Front Desk Receptionist-Administrative Assistant-Part time to Full Time

•All-inclusive phone position in a very fast pace large Real Estate Company. Responsible in setting up showing appointments, scheduling closing for the agents.

•Established new listings in the database for the Agents. I saved the Agents 50% of lost time by handling their transactions.

•Front Desk daily responsibilities included were to greet Clients when they arrive. To ensure Clients were prepared and comfortable prior to their Settlements and visits with their Agents.

•Coordinated meetings and conference calls for the Real Estate Agents with their clients. Being a liaison between perspective Clients and the Agents I was able to provide the Agents with 25% more leads though phone inquiries and the internet.

•Work with the Company Accountant with entering all financial transactions in the accounting software call Loan wolf.

Ascensus - Dresher, PA January 1995-June 2018

ITIL-Change Management Specialist August 2017 to April 2018

Responsibility was to serve and Chair the Change Acceptance Board meetings.

•Developed and maintained an ITIL (IT Infrastructure Library) based Change Review process to reduce risk and business impact of changes in the Infrastructure. Was the Team Lead of the Change Review board (CAB).

•By establishing the Change Review process the Team was successful at eliminating 80% possible risk that could have had an impact on the production environment.

•Maintained a schedule of events and balancing the workload for our IT Teams in a more structured, established cadence. Leveraging Confluence, established a Change Management process and Calendar. This was metrics that the IT and Business Units leverage for scheduling Business processes.

•Managed and coordinated all activities necessary to control, track and audit changes in the environments for compliance with the ISTO’s Industry Standards and Technology Organization. Through an application called “Footprints” all Change Request were logged and went through a manager approval before reviewed at the weekly CAB meeting.

•Conducted PIR’s post implementation Reviews with the CAB (Change Advisory Board) -PIR reviews were held one time a month.

•Yearly coordination of the IT Disaster Recovery Exercises with outside vender SunGard. This included coordination of the Business Units with IT Units.

•Developed a post Disaster Recovery post report through excel for senior management and the yearly IT Audit.

IT-Quality Engineering- Senior QA Manual Tester January 1995-August 2017

18 years as a QAA (Quality Assurance Analyst)

•Worked 11 years in QA as a Manual tester on projects under the waterfall methodologies.

•Worked 7 years in QA as a Manual Tester on projects under Agile Methodologies.

•Ran manual tests on new software and legacy applications to ensure that programs satisfy all specifications and requirements. Was promoted to Senior QA Analyst.

•Was a part of a scrum team where the Scrum Team developed, designed, and tested the upgrade of the payroll system project to .net.

•Identify any defects and logged them in to Confluence for tracking.

•Ran debugging programs to fix issues in TFS. Once issues have been resolved, ran additional tests before products are issued for sale to consumers.

•Defined and wrote test cases(stories) in both Python application and Confluence for developers to run script for automation testing.

•Define, wrote manual Test cases (Stories) in HP Quality Center for manual testing.

•Through daily scrum meetings I was able to proactively escalate issues to the project scrum team and alert them on potential impacts to the test schedule.


Delaware County Community College - Blue Bell, PA

Penn State University- Media Campus-Media, PA

BA-Business Administration

Certificate from the American Society of Pension Actuaries

Certification through ASPE as a Certified Software Tester Engineer (CSTE)

Other Interest:

20 Years as Committee member for the Lower Gwynedd Pike Fest.

Technical Skills:

•MS SQL Server, Rapid SQL

•TFS, Confluence

•HP Quality Center, Defect logging and resolution

•Unix and Linux Language

•Waterfall and Agile methodologies.

•Project Management

•.Net and ColdFusion

•Proficient in MS Excel, MS Office, MS Outlook, MS word, MS Project

•Proficient in PBX Phone systems (Phone, Fax and Conference calls)

•Control M and ETL applications.

•Python-Automated testing

•Basic understanding of programming concepts and languages, such as C# and Java

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