Data Collection Quality Assurance
Resume:
Carl Garber
Muskegon Heights, MI 49444
***********@*****.***
Experienced, disciplined and accomplished professional with strong organization, communication, presentation, and meeting skills. Resourceful, creative problem-solver with proven ability to analyze complex customer requirements and business problems. Highly organized self-starter with the ability to assume responsibility and perform with little or no supervision. Effective communicator, excellent writer, experienced in group facilitation and presentation. Highly collaborative team member and creative problem solver.
SUMMARY OF PROFESSIONAL QUALIFICATIONS
Georgia Department of Education, Atlanta, Georgia
System Analyst - Data Collection Specialist: 07/2010 - 07/2025
The Georgia Department of Education (GaDOE) Data Collection unit of Technology Services collects and maintains data on Georgia students and staff in local school districts – as outlined by state laws, federal laws, and state board rules. The GaDOE ensures that laws and regulations pertaining to education are followed and that state and federal money appropriated for education is properly allocated to local school systems. The GaDOE also provides education-related information to students, parents, teachers, educational staff, government officials, and the media. Responsibilities include:
•Planned, developed, and executed data collection activities in support of projects and operations.
•Assist with the research, review and analysis of program data, state board rules and laws, and federal guidelines.
•Monitored and lead continual improvement of data collection applications to ensure effectiveness and identify opportunities for process improvement.
•Reviewed, analyzed, and documented business systems and user requirements producing deliverables such as use cases, UI mockups, functional specifications, and workflow process diagrams.
•Performed specialized tasks in the operation and maintenance of data collections.
•Subject matter expert or organization resource in assigned areas.
•Knowledgeable of state and federal laws as it relates to educational data reporting requirements.
•Supported education data reporting systems at the state, district, and school level.
•Collaborated effectively with other agencies, local school districts, and GaDOE staff to ensure overall goals are met.
•Maintained a consistent, high quality, customer-focused approach towards interacting with customers and department staff.
•Directed, developed, communicated, and monitored quality assurance and testing project work plans and schedules.
•Developed, implemented, and monitored quality assurance test plans, write and maintain test automation, define and track quality assurance metrics for application software development.
•Created testing plans and performed QA testing of application enhancements and programming fixes for application issues.
•Prepareed documents using Microsoft Word, Microsoft Excel, and Microsoft PowerPoint.
•Facilitated the resolution of complex end-user problems in relation to data collection applications.
•Demonstrated superior self-management, communication, organizational, multi-tasking and prioritizing skills.
•Worked with unique student identifier systems (GUIDE).
Web Design using SharePoint and openEcholla.
TECHSYSTEMS / GEORGIA DEPARTMENT OF EDUCATION (CONTRACTOR), ATLANTA, GEORGIA
System Analyst II – Help Desk Analyst: 08/2008 – 07/2010
The Georgia Department of Education (GaDOE) oversees public education throughout the state. The GaDOE ensures that laws and regulations pertaining to education are followed and that state and federal money appropriated for education is allocated properly to local school systems. Responsibilities include:
Provided technical software support with state education data reporting applications for local school districts, RESAs, and/or ETTCs.
●Knowledgeable of state and federal laws as it relates to educational data reporting requirements.
●Supported education data reporting systems at the state, district, and school level.
●Worked with unique student identifier systems.
●Directed, developed, communicated, and monitored quality assurance and testing project work plans and schedules for the application software development.
●Created testing plans and perform QA testing of application enhancements and programming fixes for application Issues.
●Provided software support to users in browser based software applications and technologies.
●Provided technical software support to users in PC hardware and software configuration and maintenance in a help desk environment.
●Prepared documents with Microsoft Word, Microsoft Excel, and Microsoft PowerPoint.
●Facilitated the resolution of complex end-user problems in assigned product areas.
●Maintained status of problem research and problem resolution via HEAT ticket tracking system.
●Demonstrateed superior self-management, communication, organizational, multi-tasking and prioritizing skills.
Peak Performance / American Express, Inc., Atlanta, Georgia
Technical Support Specialist II: 08/2005 – 07/2008
Peak Performance offers comprehensive, end-to-end insurance software and technology solutions to insurance companies, self-insured entities, and risk management organizations. Our web-based insurance software, risk management tools, services and other technology solutions are designed to optimize efficiency and profitability. Responsibilities include:
●Provided virtual, Tier 2 Technical Support of Claims Harbor Proprietary Products that communicate via EDI with all states from fully automated home office.
●Facilitated the resolution of complex end-user problems in assigned product areas.
●Confirmed the delivery and receipt of flat files.
●Opened tickets with appropriate detail to aid in research and resolution of reported issues.
●Verified errors and bugs by duplicating the error before escalating to appropriate support staff.
●Maintained status of problem research and problem resolution via ticket tracking system.
●Updated customer and relevant internal employees on problem resolution status.
●Worked with developers/development team to explain verified problems.
●Created application enhancement requirements (Software Needs Analysis – SNA) to be used in the development of new application enhancements.
●Created testing plans and performed QA testing of application enhancements and programming fixes for application issues.
●Analyzed, Tested, and resolved a variety of problems in application software.
●Trained customers on product application enhancements and features.
●Created documentation for new enhancements and product feature.
●Provided software application demonstrations to potential new clients.
●Participated in and performed internal projects, such as inter-departmental communications, product support systems, process improvements, etc.
●Performed SQL database searches/updates via SQL Analyzer and Microsoft SQL Server/Enterprise Manager.
●Participated in 24/7 on-call rotation for application outages. Responsible for restarting IIS service for applications experiencing outage and escalating to appropriate support staff according to established guidelines and procedures.
●Demonstrated superior self-management, communication, organizational, multi-tasking and prioritizing skills.
●Maintain a consistent, high quality, customer-focused orientation when conducting business and providing services or products to clients, the public and other external customers.
●Maintain knowledge of current trends and developments in the field and apply pertinent new knowledge to performance of other responsibilities.
AT&T, Atlanta, Georgia
Senior Technical Associate II: 01/1999 – 09/2004
AT&T Inc. is a premier communication holding company. Its subsidiaries and affiliates, AT&T operating companies, are the providers of AT&T services in the United States and around the world. Among their offerings are the world's most advanced IP-based business communications services and the nation's leading wireless, high-speed Internet access and voice services. Responsibilities include:
●Provided PC/Laptop and network support to AT&T employees located in Atlanta and nationwide.
●Provided Tier 2 Technical Support to internal customers including ghost/re-images, hardware, software, OS, VPN, LAN, and anti-virus protection.
●Provided desktop/phone support using VNC and NetMeeting.
●Advanced troubleshooting provided for internal AT&T Departments with a customer base of approximately 2500.
●Utilized the Remedy ticket tracking system to track customer issues.
●Analyzed, Tested, and resolved a variety of issues in application software, operations, network and operating system software.
●Responsible for McAfee/MS patches, updates and upgrades.
●Technical Lead for laptop/desktop reimages using Ghost.
●Extremely detail oriented with excellent verbal/written skills.
●Demonstrated superior self-management, communication, organizational, multi-tasking and prioritizing skills.
●Managed the AT&T Computer Data Center located at 1200 Peachtree Street, Atlanta, Georgia. Responsibilities included: 24/7 monitoring of UPS and environmental systems; coordinating routine and emergency service with vendors; escalating to appropriate support staff and scheduling/coordinating server moves.
Education
Master of Information Technology with a Project Management concentration (Magna Cum Laude)
Capella University
Bachelor of Arts in Psychology/Social Work
Calvin College, Grand Rapids, MI
References
References available upon request
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