Quality Assurance Customer Service

Tammy Humphres

Zion, IL *************@*****.***

847-***-**** linkedin.com/in/tammy-humphres

HEALTH CLIENT TECHNOLOGY ANALYST IT SYSTEMS ADMINISTRATOR Accomplished Health Client Technology Analyst and IT Systems / DataTabase Administrator with extensive experience in diverse areas of IT, project management, Delphix Masking, Test Data Management, customer service and support. Strong analytical and relationship development skills contribute to effective issue resolution and client satisfaction. Technologically savvy with ability to meet project timelines with commitment to quality. Core competencies include:

● Customer Service / Customer Experience ● Production Support and Quality Assurance

● Mainframe Development ● System Administration

● Project Management and Delivery ● Business Analysis / Data Analytics

● Requirements Gathering and Analysis ● Business Process Improvement

● Data Entry Specialist ● Troubleshooting and Root Cause Analysis TECHNICAL EXPERTISE

GPG / PGP Encryption Tools, SAS Coding, Ipswitch MOVEit Application, Control-M / Control-D, Excel, Word, Outlook, SharePoint, ServiceNow,PowerShell, FTP, SFTP, AS2, HTTP, NDM, STRACS, SAP, DNS, TSO, ISPF, Vanguard RACF, Endeavor, CA7, Data Entry, Delphix Masking, Informatica,Data Profiling,SQL, Agile,JES2 EXPERIENCE

Northwestern Mutual Insurance(Teksystems), Franklin, WI Database Administrator, 04/2020 – Present

Manage quality assurance and technology development efforts for Delphix, delivering a positive application team experience as well as serving as a connection point for clients and shared services.

• Manage day-to-day administrative work using in-house DB2 and z/OS databases, communicating with program team on a daily basis to provide assistance on projects.

• Provide quality assurance by executing test plans to ensure clients requirements are met.

• Provide creative solutions to continuously improve and optimize client delivery.

• Configure system changes and updates to Delphix system.

• Restored over 100 databases to internal server

• Created over 100 pre/post scripts for databases and run using VI editor.

• Setup over 200 internal jobs in the Delphix tool and prepare to mask database for app teams.

• Fixed over 200 issues or bugs related to the process to program and app teams for review.

• Delphix Masking Tool used for multiple platforms to mask PII data. Testing of data and moving data across environments.

• Proficient in writing queries using SQL within Informatica and an understanding of the basics of the databases, managing the data, indexes and the data structure.

• Wrote and optimized JCL for daily production jobs using Control-M.

• Supported data extraction and reporting from databases.

• Supported security administration with RACF, including user ID management and audit tracking.

Tammy Humphres *************@*****.***

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• Automated system tasks using REXX an JCL to reduce manual errors by 40%.

• Installed, customized and maintained z/OS and subsystems across multiple LPARs. Alight Solutions (formerly Aon Hewitt), Lincolnshire, IL Health Client Technology Analyst, 10/2018 – 02/2020 Manage quality assurance and technology development efforts for clients, delivering a positive participant experience as well as serving as a connection point for client, third parties, and shared services.

• Manage day-to-day administrative work using in-house DB2 databases, communicating with clients on a daily basis to provide resolve customer concerns regarding client systems

• Identify and resolve systemic issues for clients, analyzing Alight’s system to determine gaps in functionality as compared to client requirements.

• Provide quality assurance by executing test plans to ensure client plan rules meet system requirements.

• Provide creative solutions to continuously improve and optimize client delivery.

• Configure system changes and updates to Alight’s systems for clients. IT Systems Administrator / Project Manager, 08/2005 – 05/2017 Utilized system server / mainframe to create scripts and provide application solutions for clients.

• Partnered with customers and business teams to analyze and determine technology needs relating to project and discuss project progress and milestones.

• Managed high-profile client projects and consulted with clients and vendors to establish plan requirements and timelines to ensure successful completion within service level agreements and client deadlines.

• Answered and resolved tickets through ServiceNow system.

• Maintained support documents, including SOPs, training documents, and procedures for escalations.

• Arranged client set up on Moveit application to expedite file upload, providing ease of access to information and streamlining operations.

• Provided production support to troubleshoot and identify system failures, expediting resolution to ensure client satisfaction.

• Developed new batch code process for sending sensitive / confidential files, maintaining security while meeting customer requirements.

• Presented IT offerings and options for business teams and clients, providing appropriate systems to optimize client outcomes.

• Conducted quality assurance testing on software, scripting, and server function to ensure continuous operations.

• Participated in Change Management and Incidents, provided client and vendor support on ServiceNow site. Reviewed change requests and provided feedback to manager.

• Executed mainframe setups for clients and vendors, using ISPF, TSO, CA7, Vanguard RACF, IBM Connect Direct NDM product and Endeavor. Created JCL and scripting on mainframe in libraries to send client and vendor files through file transfer processes. Use Control-M to schedule batch jobs on mainframe to send data and to receive data. Used NDM on mainframe as well as windows servers. Created user accounts and setup security on NDM for all new client setups.

• Managed projects through entire SDLC, using established project processes and tools. Lambs Farm, Libertyville, IL 04/2018 – 03/2023

Data Entry Specialist

Serves on team that manages and administers SQL servers installed on Windows OS.

• Data Entry for all aspects of the job. Entering in Medical and Health information. Tammy Humphres *************@*****.***

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• Participate in implementation of new processes into production.

• Oversea day-to-day administration of server, ensuring service level agreements are met.

• Implemented SQL logins, roles, and authentication modes as a part of security policies.

• Possessed expertise in SQL, writing stored procedures and functions.

• Developed SQL queries and generated reports to assist staff in performing jobs.

• Automated processes on DB server where needed.

OTHER RELEVANT EXPERIENCE

Business Consultant / IS Computer Operations, Pfanstiehl Corporation, Waukegan, IL EDUCATION

Associate of Applied Science – Computer Science, College of Lake County, Grayslake, IL

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