Experience

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  Champs sports store

  Aug 1993 - Jan 1995

  Assistant store manager

  Supervised and coordinated store operations and handled customer inquiries for internal and external customers. Performed all HR functions from hiring and training to recruiting and marketing. Recommended process improvement strategies to district management.

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  First data corporation

  Jan 1995 - Feb 1998

  Legal specialist

  Oversaw all areas of bankruptcy, consumer credit counseling and deceased operations for leading banks across the country.• Contacted courthouses to confirm bankruptcies and established strong customer contact base.• Processed bankruptcy notices. Prepared and submitted proof of claim on bankruptcies.

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  Federal reserve bank of atlanta

  Feb 1998 - May 2000

  Help Desk Specialist supporting Federal Reserve’s software package, FedLine. FedLine ensured proper electronic delivery of funds to depository institutions.• Increased customer service 14% by implementing new workflows for call tracking system.• Organized, enhanced and facilitated training for client / server-based applications (ACSIS) that improved production levels for 5 service departments.• Solved routine and complex network service calls and revised help desk functions, improving customer service. Show less

  • FedLine Support Specialist

    Jan 1999 - May 2000

  • Proof Specialist

    Feb 1998 - Jan 1999
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  Adp

  May 2000 - Jul 2009

  Performed quality assurance software testing for 12 ADP National Account products. Supported development process by testing application releases and system modifications on platforms reflective of ‘true’ client configurations.• Executed software testing for end users’ customer client environments.• Served as expert in strategic business process and software development life cycle including, analysis, process improvement, design, testing and implementation of software applications.• Communicated and coordinated testing automation activity for domestic and international (India) outsource resources Show less Supported ADP National product – ADP Connection, flexible integration solution links most commonly used Enterprise Resource modules with ADP payroll proprietary products.• Selected as primary solutions resource for 6 implementation consultants servicing 180 customer clients in multiple client service departments and data center environments.• Reduced implementation cost and provided traceability of projects by designing turnover documents that enhanced customer satisfaction by reducing cost by 10% and targeted potential training gaps of implementation consultants.• Wrote / executed SQL statements to query databases for validation of HR and payroll information. Show less

  • Acceptance Testing Engineer

    Mar 2006 - Jul 2009

  • Technical Service Consultant

    May 2000 - Mar 2006
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  Adp

  Sept 2010 - Jul 2018

  Performed in dual roles as a scrum master and an application support analyst, collaborating with product management, architects and stakeholders to define and improve software user experience through a scrum / Kanban framework.• Enhanced performance by facilitating all Agile ceremonies with internal business owners and external technical teams while guiding team outcomes.• Maintain alignment and transparency by demonstrating exceptional facilitation skills through results, process and trust.• Created an environment dedicated to fostering trust among team members by eliminating communication barriers, possessing strong time management skills and coaching the Agile mindset.• Reduced development involvement 40% by resolving production issues and operational processes.• Resolved defects and answered technical questions by effectively collaborating with several Quality Assurance groups. Show less

  • Scrum Master / IT Support Analyst

    Nov 2015 - Jul 2018

  • Senior Quality Assurance Engineer

    Jul 2013 - Jan 2016

  • Senior Quality Assurance Engineer

    Sept 2010 - Jun 2013