Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Keyauntay Co

Junior Business Automation Developer
Virginia Beach,VA

Summary

Technology professional with a multifaceted background in quality assurance and development looking to obtain a permanent role in software testing or low code development. I have worked for two large Fortune 500 companies within the last 3 years. I had the opportunity to participate on projects within Raytheon (RTX) and NASA JPL. I currently hold the Pega Systems Architect (CSA) certification for Pega 8.x environment. I hold two certifications within AgilePoint's platform. I am well-versed in QA testing, business analysis and requirements gathering. In my last three years of employment, I had the opportunity to many hats. Cross training has led me to be a valuable employee to my company because I was given the opportunity to work on several projects as an analyst, tester, and a developer. My peers would describe me as a hard worker, very motivated, having great time management skills and a people person.

Overview

12
12
years of professional experience
5
5
years of post-secondary education
5
5
Certifications

Work History

Junior Business Automation Developer

AgilePoint
Mountain View, CA
04.2022 - 01.2023
  • Collaborated with project managers to select ambitious, but realistic coding milestones on pre-release software project development.
  • Collaborated on stages of systems development lifecycle from requirement gathering to production releases.
  • Discussed issues with team members to provide resolution and apply best practices.
  • Created low code/no code applications for desktop and mobile operating systems.
  • Designed intuitive graphical user interfaces to improve user experience.
  • Designed customized solutions for proposals to potential customers.
  • Documented technical workflows and knowledge to educate clients.
  • Translated customer requirements into written use cases.
  • Participated in software field testing to verify performance of developed projects.
  • Assisted with data migration mapping for Raytheon using XML and JSON files.
  • Conducted regression testing for Raytheon after data migration from Pega
  • Automated websites using AgilePoint's proprietary BPM software

Junior Pega Developer

Legerity LLC
Norfolk, VA
04.2021 - 04.2022
  • Familiar with PEGA Express best practices and principles
  • Built applications using Pega 8.x
  • Created PRPC components such as processes, sections, flow actions, stages, properties, rules etc
  • Utilized LiveUI, Clipboard and Tracer tools for debugging resolution
  • Worked in an Agile-Scrum environment to provide the best BPM solutions for clients
  • Created workflows in Case Management
  • Assisted with unit testing before production
  • Obtained (CSA) certification in May 2020
  • Exposure to SDLC
  • Involved in DCO discussions
  • Conducted unit testing before passing to QA testers
  • Created Flow actions and developing UI using Harness, Layouts, and Sections
  • Knowledge of PEGA Implementation Cycle (including development, testing, and implementation)
  • Followed PEGA Guardrails in implementation of applications
  • Completed training for Pega Business Architect.

Software Test Engineer

Legerity LLC
Norfolk, VA
02.2019 - 04.2021
  • Participated in requirements gathering sessions to setup government file transfers while working in one-week sprints
  • Ability to meet project development and test completion deadlines
  • Worked as a Tester and System Analyst to complete projects from start to finish
  • Design test plans, scenarios, and use cases
  • Document software defects, using JIRA tracking system, and report defects to software developers
  • Monitor bug resolution efforts and track successes
  • Review software documentation to ensure technical accuracy, compliance, and completeness to mitigate risks
  • Provide feedback and recommendations to developers on software usability and functionality
  • Collaborated with staff and stakeholders to evaluate and diagnose problems to provide solutions
  • Conducted user acceptance testing with clients
  • Troubleshooting application issues, coding bugs, and bottlenecks
  • Understood all aspects of the Software Development Life Cycle
  • Executed testing on HIPAA X12 EDI Transactions such as 835, 837I
  • 837P, 837D and NCPDP in Facets
  • Create/Modify jobs and schedules in Tidal
  • Experience in communication testing government file transfer protocols (FTP, SFTP, HTTPS)
  • Work with trading partners and internal teams to troubleshoot data, mapping, and communication protocol issues in Axway B2Bi
  • Data validations via queries, SQL, and other tools
  • Provided Demos with business before code went into production
  • Experience with Healthcare Claims Processing Testing
  • Proficiency in MS Office including Excel, Word, and PowerPoint
  • Knowledge of Agile Scrum Methodology
  • Ability to work independently across multiple projects, and to meet deadlines
  • Good oral and written communication skills to interact daily with system developers, business analysts, and others
  • Experience with Agile framework including JIRA, Confluence, and similar tools
  • Wrote onboarding material for junior QA Testers
  • Mentored and trained junior QA Testers
  • Participated in Sprint Planning, Grooming, Retrospect, Review, and daily scrum meetings
  • Conducted regression testing on configuration changes

Technical Analyst

ADP INC
11.2017 - 10.2018
  • Responsible for troubleshooting, creating, and modifying custom reports which could include information pertaining to payroll, benefits, payroll, time and attendance, analytics, and HR information
  • Utilized strong communication skills to manage client relationships
  • Assisted with troubleshooting browsers, user access, password resets and website customization
  • Trained clients via remote access on how to utilize ADP proprietary software
  • Provided correspondence to clients via phone or email regarding inquiries
  • View and analyzed client data to ensure that client information complied with regulations
  • Worked as a liaison as needed across different departments to ensure that client needs were satisfied.

Customer Service Representative

GEICO INC
05.2017 - 11.2017
  • Calculated premiums and established payment methods for services on existing policies
  • Collected all premiums on or before effective date of coverage
  • Calculated quotes and educated clients on insurance options
  • Conducted annual reviews of existing policies to update information
  • Addressed and resolved customer product complaints empathetically and professionally
  • Able to operate effectively and efficiently even in stressful situations
  • Met and exceeded service and quality standards
  • Ability to diffuse volatile customer situations calmly and courteously
  • Accurately documented, researched, and resolved customer service issues
  • Postponed payments for clients requesting payment extensions
  • Worked as a team player to ensure that our stats were ranked among the highest in our department.

Technical Support Representative

Canon INC
04.2016 - 04.2017
  • Managed high call volume with tact and professionalism
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
  • Addressed and resolved customer product complaints empathetically and professionally
  • Gathered and verified all required customer information for tracking purposes
  • Mastery of customer service management systems and databases
  • Met or exceeded service and quality standards every review period
  • Reviewed technical documentation and procedures
  • Provided basic end-user troubleshooting and desktop support on Windows and Mac systems
  • Assisted clients with troubleshooting network configuration issues
  • Provided technical support to customers via telephone with installing printer drivers and software needed to operate printers with functions such as scanning, faxing, printing, and copying
  • Guided clients through extensive printer menus to enable/disable a feature to eliminate a problem via telephone
  • Assisted client with performing printer maintenance to rectify an issue
  • Maintained log of problems and documented client information using CRM applications so that recurring problems could be reported
  • Provided troubleshooting wireless connectivity issues with Android and Apple devices
  • Answered questions pertaining to hardware, software, and operating system requirements
  • Helped troubleshoot USB and network connected printers with connectivity issues
  • Exercised judgement within defined procedures and practices to determine appropriate action during troubleshooting
  • Demonstrated the ability to navigate/troubleshoot all versions of Windows XP through Windows 10 as well as all versions of Mac up to Sierra OS.

Insurance Premium Payment Processor

Optima Health/Headway Staffing
11.2015 - 03.2016
  • Entered numerical data into databases in a timely and accurate manner
  • Recipient of multiple positive reviews acknowledging dedication to excellent customer service
  • Ranked second in department, demonstrating the ability to process payments quickly while maintaining integrity and providing superior customer service
  • Able to maintain a high level of service to customers while managing changing volume demands in a call center setting
  • Maintain confidentiality of customer's personal information in accordance with HIPPA
  • Ability to work effectively and produce under tight deadlines and schedules
  • Supports management decisions and works to achieve goals set forth by management
  • Works effectively as a team member
  • Utilizes resources to find solutions to problems
  • Demonstrate accuracy in receiving payments and entering details into banking website.

Customer Care Specialist

Xerox INC
09.2015 - 11.2015
  • Gathered and tracked information in an CRM environment
  • Informs customers about services available and assess customer with their needs
  • Assists with various employee benefit programs: such as group universal life insurance, medical coverage, dental coverage, vision coverage, accidental death and dismemberment coverage, health care spending accounts and dependent care spending accounts
  • Demonstrated professionalism and courtesy with customers daily
  • Helped clients sign up for various benefits during open enrollment
  • Calculated quotes and educated clients on insurance options.

Customer Service Representative

QVC INC
08.2010 - 03.2014
  • Described products to customers and accurately explained details of merchandise
  • Answered an average of 600+ calls per week addressing customer inquiries, solving problems, and providing new product information
  • Investigated and resolved customer inquiries and complaints in a timely and empathic manner
  • Served as the main liaison between customers and management
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
  • Asked open-ended questions to assess customer needs
  • Conducted research to address customer concerns
  • Developed reputation as an efficient customer service representative
  • Managed high call volume with tact and professionalism
  • Gathered and verified all required customer information for tracking purposes
  • Answered customer questions about product availability and shipment times
  • Recorded client information using CRM tools.

Call Center Representative

MAP Communications
09.2009 - 08.2010
  • Demonstrated mastery of customer service call script within specified time frames
  • Developed effective relationships with all call center departments through clear communication
  • Answered and managed incoming calls while recording accurate messages
  • Gathered and verified all required customer information for tracking purposes
  • Effectively managed a high-volume of inbound customer calls
  • Exceeded service and quality standards ever review period.

Sales Lead/Keyholder

Ann Taylor
02.2007 - 08.2007
  • Received and processed cash and credit payments for in-store purchases
  • Opened and closed the store, including counting cash, opening, and closing cash registers and creating staff assignments
  • Processed credit card applications
  • Placed special merchandise orders for customers
  • Shared product knowledge with customers while making personal recommendations
  • Demonstrated that customers come first by serving them with a sense of urgency
  • Worked as a team member to provide the highest level of service to customers
  • Maintained friendly and professional customer interactions
  • Verified that all merchandising standards were performed daily
  • Resolved customer complaints by exchanging merchandise, refunding money, and adjusting bills
  • Trained new employees
  • Stocked and restocked inventory when shipments were received
  • Reorganized the sales floor to meet company demands
  • Trained staff to deliver outstanding customer service
  • Contributed to merchandising ideas at team sale meetings
  • Maintained daily record of all transactions
  • Counted cash drawers and made bank deposits
  • Ranked second in district as Sales Lead
  • Assigned employees to specific duties to best meet the needs of the store
  • Examined merchandise to verify that it was correctly priced and displayed
  • Increased profits through effective sales training and troubleshooting profit loss areas
  • Ran markdown reports and assisted with store replenishment
  • Created visual marketing and styled window displays
  • Conferred with store managers to obtain information about customer needs and preferences
  • Recommended merchandise to customers based on their needs and preferences
  • Greeted customers in a timely fashion while quickly determining their needs
  • Contacted other store locations to determine merchandise availability
  • Completed all cleaning, stocking, and organizing tasks in the entire store
  • Built relationships with customers to increase likelihood of repeat business.

Education

Associate of Applied Science - Information Systems Technology

Southside Virginia Community College

Bachelor of Science - Management of Information Systems

Champlain College
Burlington, VT
01.2018 - Current

Skills

EDIFECSundefined

Certification

Certified Pega Systems Architect

Accomplishments

  • 70-461: Querying Microsoft SQL Server with Transact-SQL
  • Agile PM 101 - Learn The Truth About Agile versus Waterfall
  • Scrum: The Basics
  • Introducing Robotic Process Automation

Timeline

AgilePoint Community Edition

05-2022

AgilePoint Level 100 Exam Certificate

05-2022

Junior Business Automation Developer

AgilePoint
04.2022 - 01.2023

Junior Pega Developer

Legerity LLC
04.2021 - 04.2022
Certified Pega Systems Architect
05-2020

Software Test Engineer

Legerity LLC
02.2019 - 04.2021

Bachelor of Science - Management of Information Systems

Champlain College
01.2018 - Current

Technical Analyst

ADP INC
11.2017 - 10.2018

Customer Service Representative

GEICO INC
05.2017 - 11.2017

Technical Support Representative

Canon INC
04.2016 - 04.2017

Insurance Premium Payment Processor

Optima Health/Headway Staffing
11.2015 - 03.2016

Customer Care Specialist

Xerox INC
09.2015 - 11.2015

Customer Service Representative

QVC INC
08.2010 - 03.2014

Call Center Representative

MAP Communications
09.2009 - 08.2010

Sales Lead/Keyholder

Ann Taylor
02.2007 - 08.2007

Associate of Applied Science - Information Systems Technology

Southside Virginia Community College

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Keyauntay CoJunior Business Automation Developer