I.T.SUPPORT

SUMMARY

Provides results-driven I.T. and Quality Assurance support to all levels of the Software Development Life Cycle (SDLC). Delivers innovative, high-quality ISO-9001 standards, error-free products and services to Fortune 100 Companies on time within budget. Fostered multi-million dollar growth using PeopleSoft Billing, Customer Care, Ordering, Provisioning, Service, Workflow and Trouble Management Software.

EDUCATION

Illinois State University, College of Business – Department of Finance, Insurance and Law, Bloomington, IL, Bachelor of Science Degree in Finance and Business Administration

PROFESSIONAL EXPERIENCE

Digital Retrieval Specialist, Chicago, IL 11/2023 – Present

Department of Police - Office of Public Safety Administration / Video and Analytic Systems in Cybersecurity

Fulfills, monitors and supports State Attorneys’, Legal offices and inter-departmental personnel surveillance requests

Identifies responsive evidence within required timeframes in a public safety environment

Retrieves, uploads, catalogs electronically stored security monitoring data from in-car video systems, city-wide and police observation devices (POD cameras)

Conducts public record research using multiple cloud-based and database video software

Prepares and distributes Production Reports

Administrative / Scheduling Support, Chicago, IL 11/2021 – 2/2023

Big Shoulders Digital Video Productions

Reported and communicated discrepancies in pre- and post-production

Compiled and verified financial quotes and expenditures for the Company President to make equipment purchase decisions

Extracted and approved Studio Suite invoices confirming Studio producer’s invoice charges

Facilitated in-house and freelance expense processing for hotel, meal, travel and other miscellaneous expenses

Ensured accurate Accounting from 3rd party vendors

User Acceptance Tester (UAT), Chicago, IL 6/2018 – 3/2020

Blue Cross – Blue Shield Association Anchor Staffing

Identified, analyzed and evaluated health care provider user requirements for implementation

Created, executed and validated manual testing criteria from JIRA user stories

Authored, updated and maintained system and training documentation throughout releases

Contractor Staff Assistant – Traffic Quality Specialist, Chicago, IL 6/2017 – 6/2018

APEX Systems – Here Technologies

Monitored up to 8-tracking devices simultaneously using traffic cameras, radio scanners and emergency communications from public agency distribution systems and proprietary resources

Created and published quality data reporting of worldwide real-time traffic incident data at 98% accuracy using industry technology: Traffic Incident Management System (TIMS)

Executed spatial and non-spatial test cases for rapid deliveries of complex Geo-database files supporting $50-million revenue from an historic 5-billion probes in 29-countries

Initiated and communicated in-house issue tracking and resolution to executive level read outs firmly grounded in detailed analytics using Geographic Information Systems (GIS)

Customer Service Representative 3/2017 – 6/2017

Illinois Tollway Authority, Downers Grove, IL

Maintained 95% success rate in timely resolution of online, in-person and over-the-phone inquiries in an ultra-high-energy performance environment while providing world-class customer service

Proactively identified and resolved client trouble tickets while recommending resolutions for special projects

Authored Window and Web-based Help Guides and Reference Manuals that enriched end-user experience and reduced help desk call volume by 60%

Provided detailed diagnosis that minimized call transfers, escalations and call-backs

Business Analyst, Imaging Development Department, Chicago IL 1/2001 – 7/2008

Fidelity National Information Services and Property Insight, LLC

Authored, executed and validated test plans against Business/Product requirements for ground-breaking automated Fraud Analysis System

Ensured compliance of projects with key controls (e.g., Sarbanes Oxley) for over 20-proprietary applications giving 15,000 users ability to conduct billions of searches, scans and archive capability

Verified registry and SQL Server databases

Documented Business/User Requirements, Technical User Guides, Administrator Manuals and Reference Materials to enrich end-user experience and reduce help desk call volume

Converted manual defect tracking to automated database for developers and users for recurring issues and enhancements; resulting in 100% improved Management Reporting

System Certifications / Testing Analyst, Hoffman Estates, IL 9/1997 – 7/2000

SBC LD IT Ameritech Communications Information Services

Tested affiliate account conversion from manual to automated Peoplesoft billing platform grossing over $40 million in sales

Audited General Ledger and Accounts Receivables using Telecom Business Solution (TBS Metasolv) Interface from Ordering and Servicing through Billing

Tested Fraud Analysis System

Produced Business Objects Reports

TECHNICAL EXPERTISE

All Windows Operating Systems

Adobe Acrobat Professional

Hypertext Markup Language (HTML)

Browsers: Google Chrome, Internet Explorer, Microsoft Edge Chromium, Mozilla Firefox, Opera, Safari

Mozilla – Bugzilla, Bug Tracking System

GenetecTM

Google Suite including Analytics

Granicus GovQA Exchange Platform

Microsoft Office 365 Product Suite: Access, ASP.NET, Excel, Outlook, PowerPoint, Project, SharePoint, Word, VISIO

Oracle PeopleSoft Receivable Management System

qTest by Tricentis,

Software Testing: Smoke, Systems Acceptance Testing (SAT), Systems Integration Testing (SIT), User Acceptance Testing (UAT), End-to-End Testing (E2E), Usability Testing (UAT)

CERTIFICATIONS

Customer Focused Quality Management System (CFQ) from Allstate Insurance Corporate Headquarters

Ethics Training from Chicago Board of Ethics

Health Insurance Portability and Accountability Act (HIPAA) Diploma from Blue Cross Blue Shield Association

People Presenting Workshop (PPW) from Allstate Financial Services, LLC

Quality Management System Methodology (QES) from Ameritech / Illinois Bell Telephone Company / SBC Long Distance LLC

Thomson Learning / National Education Training Group (NETg) Building XML Web Applications from Fidelity National Information Systems (FNIS)

Value Analysis Certificate from General Motors Corporation (GM) / Electro-Motive Division (EMD)

CORE SKILLS

Adapts effortlessly between individual and team projects

Cross-generational and Cross-Cultural correspondence skills

Documents defects and prioritizes test execution issues

Independent learner, self-starter

Provides refined verbal and technical writing skills

Plans, executes and validates test scripts and conditions

Secure working on multiple projects of varying size with meticulous attention to detail

Possesses social media savoir-faire with a tremendous appreciation for classified data, Privacy

Strong analytical and problem-solving skills

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