Jean Diehl
Buffalo,New York
Summary
Information Technology professional with 20+ year experience, including 7+ year experience providing training to all levels of personnel and creation of standard operation procedures.
Strong communicator and multitasker with organized, detail-oriented approach. Possesses excellent organization, problem-solving, verbal, and written communication skills. Able to handle change effectively in a rapidly evolving business environment while effectively managing time and effort against demanding deadlines. Proven ability to lead projects on time and within budget by tracking project progress to ensure all milestones are completed on time and with the desired results.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Quality Assurance Lead
Highmark Blue Cross Blue Shield of WNY
Buffalo, New York
11.2010 - Current
- Responsible for the testing oversight of corporate projects, systems implementations and new application development.
- Collaborate with cross-functional teams including project management, quality architects, developers, training staff, sales and marketing to communicate testing needs and requirements and ensure product conformance to customer requirements.
- Work with Agile and Scrum methodologies to accomplish project milestones and meet demanding timelines.
- Develop detailed documentation regarding project strategies, project plans, test estimates, readiness assessments, and project status reports in accordance to the business needs and requirements.
- Facilitate defect management, triage, and resolution to optimize software performance.
- Create and maintain detailed training manuals and SOPs for processes and applications utilized by staff across all levels of leadership and departments.
- Provide one-on-one and classroom based training programs, in person and remotely, on quality assurance principles and techniques.
- Developed training program for newly purchased application, including creating manuals, presentations, facilitating classes and working sessions for staff to exercise fundamentals learned during training.
- Established a training and mentor program for new hires and re-training for current employees on position specific applications and best practices for individual roles.
- Created evaluations for training and an internal audit process to incorporate after sessions, tracking effectiveness and progress.
- Worked collaboratively with management to identify gaps in training to improve processes and optimize productivity.
- Established metrics for evaluating effectiveness of quality control activities across Information Technology.
- Developed and maintained monthly cycle time reporting in reference to speed to market.
Business Analyst, User Accept Testing
HSBC
Buffalo, New York
04.2010 - 11.2024
- Coordinated between development team and business users for successful completion of UAT testing.
- Developed detailed test scripts and test results presented to internal and external customers
- Maintained traceability matrix to ensure coverage of all requirements in UAT tests.
- Identify new and evaluate previously discovered defects, determine severity and possible impact.
- Provide analysis of the testing progress and defects, as well as evaluates and provides relevant information to developers, project managers and various key business units.
Business Analyst, Consulting
HSBC
Buffalo, New York
06.2006 - 04.2010
- Responsible for updating the Scratch & Dent Error Report and Monthly Quality Deck
- Responsible for maintaining the programming and testing of loan fee line item defaults and settlement related documents in the loan origination system (500+ fee defaults)
- Ensure the initial and at settlement fee disclosures and documents are accurate and compliant with the product, state and federal requirements (1,500+ Documents)
- Project member for new product initiatives, software testing, and business system enhancements
- Developed staff training program and created Operations reference material
Quality Control Metrics Officer
HSBC
Buffalo, New York
05.2003 - 06.2006
- Responsible for monitoring performance and productivity of employees (110 Number) to help ensure quality and establish performance benchmarks.
- Developed and maintained department contingency plan and FTE reports.
- Trained, coached and supervised a 5 person Quality Control Team.
- Created training manuals utilized daily by US and India employees.
- Developed and maintained department error trend reports.
- Responsible for analysis of trends and provide weekly process recommendations to management.
- Project lead for developing and implementing image Quality Control process and audit plan.
Education
Bachelor of Arts - Psychology
State University of New York At Cortland
Cortland, NY05-2003
Skills
- Quality Management
- Strategic Decision-Making
- Training Program Design, Development, and Delivery
- Technical Training and Onboarding
- Performance Assessment
- Procedure Documentation
- Developing Quality Standards
- Test Plans and Test Methodologies
- Software Development Tools: JIRA, Confluence, Agility
- White Box v Black Box, functional v non-functional testing, automated testing
- Metrics and Reporting
Certification
Certified Software Test Professional Associate Level (CSTP-A)
International Institute for Software Testing (IIST) April 2015
Masters in Project Management (CMPM)
ESI International and George Washington University October 2014
Certified in Agile Project Methodologies
Accelare February 2013
Associates in Project Management (CAPM)
ESI International and George Washington University February 2012
Timeline
Quality Assurance Lead
Highmark Blue Cross Blue Shield of WNY
11.2010 - Current
Business Analyst, User Accept Testing
HSBC
04.2010 - 11.2024
Business Analyst, Consulting
HSBC
06.2006 - 04.2010
Quality Control Metrics Officer
HSBC
05.2003 - 06.2006
Bachelor of Arts - Psychology
State University of New York At Cortland
Certified Software Test Professional Associate Level (CSTP-A)
International Institute for Software Testing (IIST) April 2015
Masters in Project Management (CMPM)
ESI International and George Washington University October 2014
Certified in Agile Project Methodologies
Accelare February 2013
Associates in Project Management (CAPM)
ESI International and George Washington University February 2012
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