Team Lead Service Manager

Chester Osborne

919-***-**** ******@*****.***

Chester Osborne was a member of the Medicaid Centralized Analysis and Test Team in the EDS State and Local Government-Leveraged Delivery organization. Chester recently concluded test team lead activities and responsibilities for the EDS internal interChange implementation project “interChange 2.0”. This entailed managing a group of people to write and execute functional test cases for the interChange data warehouse subsystem. Chester most recently performed the same responsibilities as a testing mentor on the Wisconsin XIX DDI project.

Prior to this Chester worked as an Insurance Analyst with the North Carolina Medicaid (NCXIX) team. Chester was assigned to execute a process for updating the production system with client requested changes to reference files, edits, and audits. This process included requirements management, extensive testing in the testing environment, and documentation of test results for presentation to client. The process ended after gaining client approval and implementing the tested changes in the production environment. Chester wrote, executed, and documented test cases to test changes to both online and batch processes.

Chester was laid-off from EDS in 2008 (workforce reduction prior to sale of company to HP) and started his own lawn care service for senior citizens and the disabled. On June 19, 2009, Chester started working at Wal-Mart store #5743 as a Backroom Inventory Associate, while continuing his lawn care services, and has since been promoted to department manager for three departments.

Relevant Experience

11/2021 to Present Wal-Mart Store #5743 -- Garner, NC

ACC Service Technician

Returned to Tire and Lube Express (TLE) which is currently known as “Auto Care Center”.

09/2020 to 11/2021 Amazon - Garner, NC

Fulfillment Center Associate 1

02/2020 to 01/2021 The Pep Boys - Raleigh, NC

Assistant Service Manager

Maintain responsibility for providing an outstanding service experience by making meaningful connections with new and returning customers. Drive sales and profitability for the store location by selling tires and recommended automotive services through communicating benefits and product features appropriately. Constantly and consistently work to develop promotional merchandising, effectively manage the service department by scheduling associates, service appointments and organizing workflow to deliver quality work on time to customers. Maintain leadership capability and responsibility and contribute to the training and development of Service Department and store associates.

04/2016 to 02/2020 Just Tires –Durham & Raleigh, NC

Assistant Manager

Maintain responsibility for providing an outstanding service experience by making meaningful connections with new and returning customers. Drive sales and profitability for the store location by selling tires and recommended automotive services through communicating benefits and product features appropriately. Constantly and consistently work to develop promotional merchandising, effectively manage the service department by scheduling associates, service appointments and organizing workflow to deliver quality work on time to customers. Maintain leadership capability and responsibility and contribute to the training and development of store associates.

06/2009 to 04/2016 Wal-Mart Store #5743 -- Garner, NC

Support Manager / Service Manager (07/2013 – 04/2016)

Transferred to Tire and Lube Express (TLE) Service Manager with the main goal “fix TLE”. Retrained, recertified, or replaced all TLE associates which included technicians, service writers, and sales associates. Lead the effort to reorganize inventory, shop supplies, and tools. Completed equipment audits and oversaw repairs of broken components. Maintained 26-month accident-free workplace with sales increases ranging from 10% to 26% when compared to previous year.

Support Manager (03/2013 – 07/2013)

Working overnight as Supervisor of all overnight associates (stockers, maintenance, inventory, etc.) assist the assigned Assistant Manager with store operations which included training, coaching, auditing, stocking, and inventory control activities. Perform merchandising duties (stocking, price management, ordering, displaying, etc.) for the entire store. Assist customers with their shopping experience especially merchandise selection and safety.

Merchandise Supervisor / Department Manager (03/2011 – 03/2013)

Perform merchandising duties (stocking, price management, ordering, displaying, etc.) for the Automotive, Hardware, and Paint departments. Assist customers with their shopping experience especially merchandise selection.

Backroom Inventory Associate (06/2009 – 03/2011)

Unload general merchandise shipments while sorting merchandise according to department. Unload grocery shipments using the electric pallet jack, walkie stacker, or forklift. Assist customers with their shopping experience especially merchandise selection.

06/1990 to 04/2008 EDS – Raleigh, NC; Herndon, VA; Washington, DC;

Medicaid Centralized Analysis Team (02/2005 – 04/2008)

Testing changes made to the EDS interChange Medicaid Management Information System (MMIS). Used repeatable processes and analysis, to automate the testing of the baseline interChange system. Supports the implementation of interChange to replace the existing MMIS platform for Wisconsin Medicaid (WIXIX). Writes and executes test cases. Creating defects and retesting those defects. Mentors team members and offshore resources on EDS processes, MMIS testing, writing test cases, requirements analysis, test data preparation, and test tools usage.

Insurance Analyst (01/2004 – 02/2005)

Performs requirements analysis, unit tests, user acceptance tests, and implementation of client requested changes to ensure North Carolina Medicaid (NCXIX) policy and procedures are properly implemented. Conduct client and peer meetings as part of the requirements determinations process. Managed the implementation and testing of changes to the Medicaid CAP/MR program. Lead the team during the implementation of the new NCXIX CAP/CO program. Maintained responsibility for all inputs and output to the HIPAA compliant transaction translator in the test environment. Documented procedures and trained team members to maintain the translator.

Business Analyst (10/2001 – 01/2004)

Performing the duties of Project Coordinator and BugCentral (defect tracking tool) administrator Assist team members with requirements management task, procedures, and documentation. Client interfaces include providing requirements management expertise, configuration management controls, and validating deliverable documentation. Team interactions include and are not limited to planning and executing team building exercises, workspace management initiatives, meeting facilitation, meeting scribe, and in-house application training and support. Developed and maintains the cycle log results database used to create documents for client presentations. Prepare monthly project invoices and IRMC status reports.

Project Analyst / Project Planning Specialist (03/2000 – 10/2001)

Develops, documents, and distributes Configuration Management (CM) procedures and the CM plan for the Tactical Personnel System and Army Company Information System projects. Conducts and validates CM activities in accordance with documented plans and procedures. Provides training on project specific CM tools and procedures. Identify Requirements Management (RM) tools, templates, schedules, and resources needed to perform RM activities. Provide status on CM and RM activities to Project Manager. Participate in the development/update of the project plan to include CM and RM activities.

Business Services Analyst, ADV (02/1999 – 03/2000)

Creates and maintains technical and user documentation. Leads technical meetings, peer reviews, and presentations to peer group, management, customers, and vendors. Maintains a strong understanding of the customer's business workflows and use of systems to automate the process. Collaborates with customers to assess concerns and requirements and develops specific strategies for implementation. Responds promptly and accurately to customer requests for information and coordinates appropriate follow-up activities. Manages and meets customer's expectations as requirements change. Estimates impact of customer requirement changes. Identifies and documents needs for changes to requirements. Demonstrates an understanding of the EDS SLC methodology. Conducts joint customer/partner and EDS implementation planning review sessions. Update project plans and milestones as required meeting team and organizational goals. Recommends improvements to the measurement process.

Requirements Analysis (RA) Team Leader (06/1998 – 02/1999)

Perform backup activities to RA Team Manager, as assigned. Aided and supported all RA Team members. Monitor PVCS Tracker and E-mail for requirements requests related to assigned team. Coordinate, assign, plan and monitor requirements analysis work for assigned team members. Assure that all work for assigned team is completed in a timely fashion. Assure that all assigned team members follow accepted RA procedures and guidelines. Participate in all phases of requirements definition, requirements prioritization, and requirements tracking. Plan and coordinate requirements definition meetings for assigned systems with customer, development, and other support staff. Participate in internal and external requirements prioritization discussions. Participate in the creation and monitoring of Project Plans for assigned RA work. Develop accurate management reports on requirements analysis work activities, as requested. Provide support for all test team and development team reviews related to assigned systems. Provide support for all release and configuration management functions related to assigned systems. Participate in staffing activities for assigned team. Conduct team interviews and provide hiring recommendations to RA manager. Develop IDP (Individual Development Plans) for all assigned team members. Conduct performance reviews for all assigned team members. Provide recommendations for compensation or other recognition actions for assigned team members.

LAN Administrator (Systems Engineer) (05/1994 – 06/1998)

Codes, tests, and implements computer. Define system requirements and priorities with customers and ensures that daily needs are met. Develops system and programming specifications. Design data processing solutions based on production problems. Monitors application performance and performs run-time improvement functions and prepares system documentation. Supervises and maintain seven Novell 4.10 servers, three Novell 3.12 servers, and assist with the maintenance of four Windows NT 4.0 servers. Travels to the customer sites throughout the US when requested to provide on-site support.

Business Associate and Computer Operator (06/1990 – 05/1994)

Assist in identifying, defining, and documenting customer needs in program changes and resolving operating problems. Trains customer personnel and instruct them in system and terminal usage based on knowledge of customer's business and data processing applications. Develop and prepares training materials when required. Provides liaison service by communicating programming and systems requirements to systems engineers. Hardware being used include Data General (MV10000) mini-computer, IBM mainframe computer, and an IBM compatible microcomputer attached to a local area network. Software being used included: Microsoft DOS, Novell Netware, Microsoft Windows, Data General AOS/VS, Dynacomm Elite and Asynchronous, Shiva LAN Rover, and Renex Rlink. Programming languages used include Natural/ADABAS, COBOL, and C. Operated a Unisys 2200 series mainframe computer system in support of a contract with the Small Business Administration. Resolved difficult operating problems such as equipment failures and program errors. Created tape back-up of system and user files on a weekly basis. Using executive control, C, and COBOL programming languages, reconstructed data and records lost or damaged through processing errors. Operated and maintained several hardware components including tape drives, impact printers, laser printers, consoles, terminals, and personal computers.

Education and Training

7/2008–07/2009 Strayer University, Garner, NC

Major: Information Systems

1/1991–5/1992 Strayer University, Manassas, VA

Major: Computer Information Systems

9/1983–5/1987 University of the District of Columbia, Washington, DC

Major: Computer Information and Systems Science

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