KEITA WILSON
MS
Summary
Systems Coordinator with a strong focus on managing technical systems and enhancing operational efficiency. Proven track record of leading teams through system updates, implementing process improvements, and facilitating cross-departmental communication to resolve issues and enhance user satisfaction.
Overview
19
19
years of professional experience
Work History
System Coordinator
SPECTRAFORCE
08.2024 - 02.2026
- Coordinated system updates and maintenance for effective operational workflow.
- Managed user access and permissions across various software applications.
- Implemented process improvements to enhance data management efficiency.
- Supported project planning by organizing resources and timelines effectively.
- Facilitated communication between departments to streamline information flow.
UAT/QA TEST LEAD
KELLYMITCHELL
12.2019 - 07.2023
- Led UAT efforts to identify critical defects, ensuring software reliability and enhancing user satisfaction through effective testing protocols.
- Streamlined user acceptance testing processes, leading to substantial reductions in testing time and enhanced software quality.
- Developed automated testing scripts, significantly reducing manual effort and accelerating the release cycle.
- Coordinated cross-functional teams to streamline testing workflows, resulting in on-time project deliveries and strengthened team synergy.
- Fostered cross-departmental collaboration to gather user requirements, aligning final deliverables with business goals.
- Maintained comprehensive documentation of testing processes, enhancing communication and ensuring compliance with project standards.
- Fostered a culture of continuous improvement by mentoring junior testers, enhancing team capabilities and driving professional growth.
- Provided training and support to end-users, facilitating smoother transitions to new systems and increasing user engagement.
SYSTEM ANALYST/UAT
Verizon - Lancesoft
05.2015 - 02.2018
- Designed, developed, tested, documented, and maintained new applications and software components.
- Evaluated existing systems for potential upgrades and integrations with new technologies.
- Collaborated with cross-functional teams to develop effective process solutions.
- Provided support for end users in troubleshooting system issues.
- Assisted in troubleshooting technical issues to minimize downtime for users.
- Conducted training sessions for staff on system functionalities and best practices.
CUSTOMER ACCOUNT EXECUTIVE- TECH SUPPORT
Comcast Corporation
05.2013 - 05.2015
- Resolved a high volume of technical issues, enhancing customer satisfaction and fostering loyalty through tailored support solutions.
- Resolved technical issues for customers, achieving a satisfaction rate through efficient problem-solving and personalized support.
- Analyzed support metrics to pinpoint improvement areas, implementing changes that improved service delivery.
- Monitored customer feedback and support metrics to identify trends, implementing improvements that enhanced service quality.
- Facilitated workshops with cross-functional teams to gather requirements, ensuring alignment and delivering projects on time.
- Maintained comprehensive documentation of business processes, improving clarity and compliance with corporate standards.
- Provided mentorship to junior analysts, fostering a culture of continuous learning and enhancing team performance.
- Analyzed business processes to identify inefficiencies, leading to actionable insights that drove measurable improvements in operational workflows.
- Developed data-driven reports to inform decision-making, supporting strategic initiatives that improved project outcomes.
BUSINESS ANALYST
Watson Quality Ford
01.2007 - 09.2013
- Developed business requirements documents for software enhancements and upgrades.
- Evaluated business processes for improvement opportunities through automation or streamlining.
- Analyzed customer feedback to identify areas for service improvement.
- Conducted market research to support strategic decision-making initiatives.
- Assisted in training staff on new systems and procedures for better compliance.
Education
BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION
University of Phoenix-Arizona
Tempe, AZ07-2015
ASSOCIATE OF ARTS - BUSINESS ADMINISTRATION
University of Phoenix
Tempe, AZ03-2012
Skills
- User acceptance testing
- Project Management
- Project planning
- Agile methodology
- Systems analysis
- System integration
- Business Analysis
- Jira proficiency
- Microsoft and Excel proficient
- Time management
- Problem solving
- Team leadership
- Effective communication
- Written communication
- End-user support
Timeline
System Coordinator
SPECTRAFORCE
08.2024 - 02.2026
UAT/QA TEST LEAD
KELLYMITCHELL
12.2019 - 07.2023
SYSTEM ANALYST/UAT
Verizon - Lancesoft
05.2015 - 02.2018
CUSTOMER ACCOUNT EXECUTIVE- TECH SUPPORT
Comcast Corporation
05.2013 - 05.2015
BUSINESS ANALYST
Watson Quality Ford
01.2007 - 09.2013
BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION
University of Phoenix-Arizona
ASSOCIATE OF ARTS - BUSINESS ADMINISTRATION
University of Phoenix