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
EDIFECSKnowledge of Healthcare EDI X12Axway B2BiMicrosoft Office Suite (Excel, Word, Powerpoint)SharepointOutlookJiraConfluenceSQLRequirements gatheringAgileScrumSDLCMicrosoft SQL ServerAPIsManual testingUse Acceptance TestingFunctional TestingUnit TestingTest CasesUser InterfacePegaBusiness RequirementsBRDsQTestWaterfallSoftware TestingSystems Integration TestingRegression Testing
Software applications
Hardware and software installation
Technical Writing
Database management software
Technical Analysis
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