Andrea M. Singer

Experience

• 

  New Horizons Computer Learning Centers of Indiana

  Dec 1999 - Jul 2001

  Senior Applications Instructor

  • Responsible for comprehensive, interactive, instructor led computer training including Database, Graphic, and Web Design applications• Attained Microsoft Office User Specialist Certification for Advanced Access, Word, and Excel• Created training presentations and reference materials for students and new instructors• Conducted custom and client-site classes as well as private consultations

• 

  DWA Healthcare Communications Group

  Aug 2001 - Apr 2005

  Web Conference Manager, Multimedia, & Trainer

  • Researched solutions and managed vendor relationships• Responsible for budgets, proposals, and project coordination where it involves Web Conferencing and multi-media driven materials• Created marketing materials including e-invitations and on-line surveys using Flash, Dream Weaver, Photoshop and online tools• Created marketing reports including survey and logistical data using Excel and Access• Created and conducted demonstrations for multiple conferencing platforms• Created marketing presentations with Flash and PowerPoint for new business development• Conducted Presenter, Support, and User training for various Web and Audio conferencing platforms• Responsible for Flash, HTML, PowerPoint, Excel, audio/video, and CD-ROM deliverables• Responsible for the corporate applications training program including Great Plains, Microsoft Office, Macromedia, QuarkExpress, and Adobe products Show less

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  ETI Performance Improvement

  Apr 2005 - Jan 2006

  Applications Instructor

  I was responsible for conducting applications training for private and public groups in a wide range of applications.

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  FORUM Credit Union

  Jul 2007 - May 2008

  Partner Services Specialist

  Provided support for web-based lending application via telephone and remote support tools until their acquisition.• Performed diagnostics and troubleshooting of proprietary system, network, and SQL issues• Documented help desk tickets' causes and resolutions• Reported enhancement requests and defects to Quality Assurance team assisting with reproduction, detailed descriptions, and follow-up internally and with customers• Implemented software solutions including Active Directory and accounting integrations• Provided process analysis and recommendations for system configuration• Conducted end-user and administration training for standard and custom applications Show less

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  INFODYNAMICS Inc.

  May 2008 - May 2012

  Senior Software Analyst/Quality Assurance Analyst

  • Provide technical support for a diverse suite of document management packages via telephone and remote support tools to resellers, end-users, and administrators• Performed defect testing via desktop, mobile devices, multiple browsers and operating systems utilizing API technology• Document help desk tickets' cause and resolution including updates to the knowledge base, software documentation, and enhancement requests• Work closely with management, sales, customers, and development to ensure usability, stability, and functionality in a full suite of products and in custom projects• Implement software solutions including Active Directory and major accounting integrations including Great Plains, Navision, Dynamics, and QuickBooks• Provide process analysis and implementation recommendations to resellers and administrators addressing specific needs with their multi-function devices, desktop scanners, and other data driven applications• Conduct quality review and end-user training for standard and custom applications Show less

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  Zotec Partners

  May 2012 - Mar 2015

  -Develop and maintain Zotec’s software testing infrastructure-Perform defect and new feature tests to ensure committed code is valid for desktop and Web-based applications and services-Perform regression tests to ensure quality of new software releases for desktop and Web-based applications and services-Collaborate with product development and engineering teams to develop comprehensive test plans-Support application questions and troubleshoot issues that need engineering assistance-Maintain multiple test environments according to Production environment configuration-Train and mentor new engineers pertaining to specific areas of expertise -Support new developers in feature development pertaining to specific areas of expertise Show less Offer front line support for clients and internal users regarding the EBC Suite software application and other programs necessary for their work.-Troubleshoot and resolve client and user application issues utilizing remote tools and VPN access-SQL data analysis within SQL Server versions 2000 to 2008-Debug reported defects in SQL, ASP, and VB code, document for development hand-off-Manipulate VB forms and Crystal Reports in code controlled environment-Correspond directly with clients and users via phone and ticketing system-Document issues and resolutions creating public-facing instructions when necessary-Update software versions for clients during and after hours-Participate in On Call/After Hours scheduleAdditional Responsibilities:-Document processes and procedures pertaining to third-party products and changes-Implement public facing Web sites per request-Implement and administer multiple E-Commerce sites-Utilize in-house ERP to maintain project deadlines for new clients Show less

  • Quality Assurance Engineer

    Aug 2014 - Mar 2015

  • Product Support Analyst II

    May 2012 - Aug 2014
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  Coactive

  Mar 2015 - Jan 2018

  Customer Support Lead

  Evaluated software development tasks with regard to documentation and customer impact● Helped to troubleshoot reported behavior and escalate as necessary● Respond to help desk tickets for internal and external customers using ZenDesk● Review and respond to community posts● Contribute to the generation, review, and approval of help desk articles and other technical support documents.● Build, test, and document platform applications● Support platform users in building their applications quickly and efficiently● Test client-side source code for new features and bug fixes● Follow scrum processes and procedures utilizing JIRA Show less

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  Zotec Partners

  Feb 2018 - now

  l'm super excited to help the product team meet our lofty goals as we head into 2021!

  • Principal Product Support Analyst

    Mar 2022 - now

  • Product Manager II

    Apr 2021 - Mar 2022

  • Product Owner

    Nov 2020 - Apr 2021

  • Product Support Analyst II

    Feb 2018 - Nov 2020