Keisha Love

• Managed operational, system and integration enhancement projects in accordance with client customized defined requirements as well as corporate goals and initiatives.
• Worked one-on-one with clients to improve health care application specifications.
• Surveyed clients to ascertain requirements and expectations for Individual and Family, Enrollment, Renewals, and Off Anniversary product and service.
• Developed thorough business requirement documents using the agile approach which are utilized to execute User Acceptance Testing (UAT) scenarios for validation.
• Function as a Liaison and team lead between the client and the internal project team (business managers, technical service team and QA team as well as internal support team.) and other business partners to implement, test and fulfill project requirements on behalf of all stakeholders/business partners.
• Served as a subject matter expert throughout the life cycle of projects and assignments.
• Verified and validated modifications to existing systems and procedures to produce anticipated results as well as identify, track, and resolve post-implementation and production issues.
• Utilized Sales-Force system to create service requests and track projects initiatives.
• Coordinated and managed projects utilizing JIRA issue and project tracking system to record use cases, document and track defects.
• Established internal Service Level Agreements (SLAs) with business partners to ensure deadlines are met.
• Put together Statement of Work (SOW) for billable purpose.
• Created project plans from post implementation to production support.
• Created/generated reports utilizing Track-it reporting platform.
• Traveled to different parts of the states and host a multitudes of online training to train and developed new employees on the legacy systems.
• Traveled to client sites assisting with User Acceptance Testing (UAT) to
• Managed the off-shore team members and handled escalated issues daily.
• Provided continuous coaching and development instructions via daily conference calls.
• Provided demos to the client during post implementation.
• Created functional and technical designs to support the client business need.
• Estimated level of effort and determined timelines to implement project deliverables.
• Designed and wrote accurate, thorough and timely business requirement documents fir multiple concurrent projects.
• Lead processes by working the implementation team for approval of design documents.
• Facilitated business requirement review sessions with technical team to identify and resolve design issues.
• Created and reviewed post implementation reports for all assigned projects and assignments, reported discrepancies for resolution.
• Developed verifiable use cases, executed test cases and performed validation testing to ensure business need is met as per the design requirements and specifications.
• Assisted client implementation and production support departments and internal/external staff to improve client satisfaction.
  

• Led successful analytics projects that streamlined business process and improved financial performance.
• Facilitate project teams in overcoming inefficiencies, problems and inconsistencies, by developing feasible solutions
• Communicate all client concerns, adjustments, changes, and project statuses to each team member in a timely manner
• Design checks, validations, mappings, calculations, data reconciliations, and implement changes relevant to regulatory changes
• Train and mentor new Analysts on internal processes and tools
• Act as subject matter expert in all aspects of project managing: Identifying challenges, providing possible solutions, and project performance monitoring
• Implement project management data migration

Significant Achievement: Managed large development teams with development of .net, JAVA, JAVAscript and html platforms.

• Interacted with external customers and internal team s to understand business needs and translate into requirements and project scope.
• Directed business analysts in executing and delivering various tactical and strategic plans.
• Guided teams and refined Agile techniques throughout journey and evolution of delivery cycles, establishing documentation framework to support Agile methodology implementation with Waterfall-centric delivery team.
• Managed team performance by implementing measurable metrics to track delivery of supporting requirement artifacts.
• Worked with vendor management organization (VMO) for alternative analysis of products
• Facilitated project status meetings and provided weekly status reports to all stakeholders
• Enhanced business data visualization for the weekly Directors' presentations
• Oversaw modules of major global project that helped to reduce regulatory compliance violations by a significant percentage within first operational quarter
• Planned and reported on quality assurance testing efforts
• Built trusting relationship and professional rapport with each client
• Significant Achievement: Selected to present to and train multiple groups on technical applications

• Utilized operational statistics to achieve steady growth through new processes to generate significant profits.
• Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
• Documented testing procedures for developers and future testing use.
• Tested functional and compatibility of new programs or updates in comparison to existing applications.
• Re-tested software after defects were resolved by the software developer
• Assisted developers in re-creating test cases which highlighted system defects
• Reviewed test scripts and scenarios to ensure adequate validation of the functional requirements and business processes
• Served as a key member of software development team consisting of Business Analysts, Developers, Account Managers, and Program Managers
• Developed and maintained QA practices to manage evolving functional requirements
• Created, reviewed and maintained quality assurance deliveries in support of SDLC: QA Test Strategy, QA Test Plan, QA Project Plan, QA Project Status Reports, QA Metrics Reports, and Test Cases
• Significant Achievement: Provided quality assurance subject matter expertise throughout project’s lifecycle.

• Fixed identified issues to increase productivity and boost workflows.
• Tested software to assess optimal in-project deployment.
• Developed and executed QA test cases, scripts and procedures for automated software maintenance.
• Resolved technical issues and forecasted troubleshooting complications during software trials.
• Created and maintained Quality Assurance planning and results documentation, including QA Concepts, Project Plans, Test Plans and Test Summary Reports
• Established and maintained the testing environments running on Windows NT, Windows 2000 and Windows XP using SQL Server 7.0/2000 databases
• Developed and executed automated and manual test scripts and test cases using Mercury Interactive WinRunner and TestDirector
• Performed functional, system and regression testing of Web applications (HTML GUI and Java based clients) running on SQL databases and interacting with C++ server applications
• Performed functional, system and regression testing of C++ and .NET client / server applications on SQL databases interacting through Microsoft Message Queue and Transaction Server
• Managed Quality Assurance test lab, including maintaining schedule for use of lab equipment; coordinated the maintenance and upkeep of lab equipment; maintained PCs and network securities; managed the software library of proprietary software and testing software subscriptions. Created User Guides and Work Instructions for Quality Assurance and Test Lab processes and procedures
• Facilitated the relocation and setup of the Quality Assurance test lab equipment and inventory, worth approximately 3 million dollars
• Evaluated product requirements, specifications and documentation for new projects
• Coordinated and participated in test cases and test plan reviews
• Developed procedures and Work Instructions within the Quality Assurance organization for ISO 9002 certification. Participated in ISO compliance audits of Quality Assurance procedures.
• Significant Achievement: Led a structured team and completed a successful ISO-9001 Implementation team certification on the first audit.