Experience

The Echo Group | Powered by Therapy Brands

• Software Development
• 1 - 100 Employee

• Software Quality Assurance Analyst

  • May 2015 - Present

  The Quality Assurance Analyst, as a member of the Product Development team, develops or participates in the development of feature lists and specifications. The Quality Assurance Analyst is responsible for designing and conducting tests on the resulting software solutions to assure design accuracy and processing completion. Responsibilities also include design and maintenance of the application database and serving as a back-up to support when necessary. Quality Assurance Analysts generally work in a team environment. The role will interact with several Echo departments and may include interactions with customers to understand their needs. The role requires outstanding organization, communication, attention to detail, and time management skills.Job DutiesThe required duties include:• Conduct and/or participate in the formal and informal product requirement reviews at predetermined point throughout the development life cycle. • Participate in the development of product feature lists. • Design and document test procedures for Echo software solutions• Assist when needed in debugging software during the development process • Identify deviations between software design and software performance• Clearly document the processes leading to a deviation between software design and software performance• Identify possible options to solving software failure and make recommendations for the best course of action• Plan work accordingly in order to meet product release schedules• Review, edit and approve product documentation as requested. • Research software issues that have been escalated to Tier II Support or Development. • Assist Support staff in trouble-shooting customer issues and accessing resources for further research.• Other duties as assigned

• Software Quality Assurance Analyst

  • Jan 2011 - Present

• Customer Support Specialist

  • Jan 2011 - May 2015

  I am responsible for providing timely and professional application and end-user support to Echo customers via telephone and remote connectivity. I am the Senior Support and primary contact between the company and users of Echo's ShareCare and ShareCare to VHR Integration software. Receive support requests from customers via telephone and/or electronic mail Provide a prompt, courteous response to customer requests within 2 hours of the initial contact Develop sufficient knowledge to assist customers with basic diagnosis and problem resolution across the organization’s product offering Provide assistance by diagnosing and correcting complex data problems on customer systems via remote connectivity as required. Record all support activity (including telephone follow-ups, bug fixes, customization activity and software distribution) in SugarMaintain stringent records of total time spent on specific case workProvide scripts and work around for bugs in the system that are slated to get fixed.The Echo Conversion Lead on the San Bernardino (SABER) project from Insyst to ShareCare to VHR Integration.



MSB

• Program Specialist

  • Jul 2007 - Nov 2009

  •Traveled throughout assigned territory to cultivate and maintain clients, and talked with customers in person or by phone or email to solicit feedback to better serve MSB clients. •Investigated and resolved customer problems and developed and implemented creative solutions to meet the customer needs •Coordinated and delivered customer training •Developed and maintained relationships with current and future clients •Actively collected and assimilated all feedback from clients to improve all aspects of service delivery •Followed up with client on a pre-established schedule to identify and address client utilization and satisfaction •demonstrated products and emphasized features and benefits based on customer needs •Assisted in preparing letters of commitment and sales contracts •Worked with Customer Care to estimate date of delivery to customer, based on knowledge of predefined production and delivery schedules •Prepared reports of business transactions and kept expense and mileage accounts •Worked collectively with Customer Relations Management Team to keep account activities and customer care materials up to date •Entered new customer data and other sales data, and district correspondence for current and potential customers into computer database •Assisted with compilation of lists of prospective customers for use as sales leads, business directories, workgroups, and other sources.



School Administrative Unit 20

• United States
• Primary and Secondary Education
• 200 - 300 Employee

• Assistant to the Director of Special Services

  • Aug 1995 - Jul 2007

  Was responsible for clerical work relating to Special Education, Section 504, Home Education, and Medicaid issues; Maintained a Federal Funds ledger for all federal and special revenue funds; Acted as a substitute for Payroll and Accounts Payable when needed Was responsible for clerical work relating to Special Education, Section 504, Home Education, and Medicaid issues; Maintained a Federal Funds ledger for all federal and special revenue funds; Acted as a substitute for Payroll and Accounts Payable when needed