Sandra Eady
Blairsville
Summary
IT professional anxious to learn new skills while contributing years of business/computer experience and become a productive part of a team.
Overview
37
37
years of professional experience
Work History
Customer Service Representative
TTEC@Home LLC
10.2020 - Current
- Patient Care Specialist for Cedar Sinai Hospital - Los Angeles, CA
- Answer and resolve issues for customer (patient) calls via home computer and Secure Remote Worker meeting QA set standards each month using rapidly changing health standards during COVID each month.
- Identify and scheduled appointment opportunities during calls using MyChart recording all calls in Salesforce and verifying their insurance using Passport.
- Meet reliability goals for attendance and system by not having unplanned absences or late times reported.
Security Software Development Manager
British Telecom North America/Concert Management USSEC
02.1996 - 10.2002
- Direct daily activity of software developers for network security access application software development.
- Secure funding for development efforts and manage budget against accrued costs.
- Provide estimated level of efforts for enhancements to security application.
- Manage schedule and prioritize tasks of software developers.
- Implement change control process and ensure adherence to version control for code and system documentation.
- Write and post job descriptions, Review resumes and hire developers, Perform annual performance reviews.
- Manage employees, contractors, and consultants from a wide range of cultural backgrounds.
- Responsible for team building, relationship management, career development, and coaching of employees.
- Facilitate weekly status meeting with development, security, testing, DBAs, Unix Administrators, and User Representatives.
System Analyst Manager
British Telecom North America/Concert Management USSEC
10.2000 - 10.2001
- Direct daily activity of System Analysts for fault management application software development.
- Create and maintain set of reports to track history of support tickets.
- Track and approve time for full time employees and contractors.
- Write and post job descriptions, Review resumes, and hire System Analysts, Perform annual performance reviews.
- Coordinate requirements from Marketing, Architectural Design, and Operations sponsors.
- Setup and maintain projects in Caliber to track requirements from feasibility, design, development, and testing, to implementation.
- Design templates to derive requirements from Caliber using the document factory to produce high level design and test plan documents.
- Manage individuals from a wide range of cultural backgrounds.
- Responsible for team building, relationship management, career development, and coaching of employees.
- Document and maintain change control process.
- Facilitate weekly status meeting with development teams from Colorado Springs and Atlanta.
Business Analyst Lead
British Telecom North America/Concert Management USSEC
07.1998 - 10.2000
- Coordinate and perform necessary tasks for gathering user requirements.
- Point of contact for quality procedures, questions and assist in ensuring development process follows quality procedures.
- Train Colorado Springs CTMS Business Analysts, Developers and Tester on Quality Procedures and use of System Tools. (Tracker, PVCS, MS Project and other project management tools).
- Training Atlanta - CTMS Business Analysts, Developers, and Testers on quality procedures.
- Coordinate with Atlanta Lead Business Analyst regarding CTMS Colorado Springs projects/releases related to the interface development. Assist in the coordination of resource allocation.
- Publish and manage a project schedule based on the selected life cycle model that tracks the following major milestones: Requirement's analysis, Acceptance of user requirements, High Level Design, Functional Specification (LLD), Construction and System Test, System Integration Test, Customer/User Acceptance Test, Training, Postmortem Review.
- Assist in the development and publication of the User Acceptance Test. Participate in the User Acceptance Test (UAT).
- Flag exceptions and issues to management as appropriate with respect to urgency. Work to resolve same as and when they occur.
- Assume responsibility of subject matter expert for assigned projects.
- Establish and maintain effective working relations with the user community and developers.
Trainer Project Lead (MTS-II)
British Telecom North America/Concert Management USSEC
11.1997 - 07.1998
- Oversee and supervise one or more training and documentation projects with each project consisting of Technical Lead and support personnel.
- Oversee support and system administration tasks for CTMS application.
- Maintain Quality Management System templates and forms for training and documentation group.
- Responsible for quality assurance ensuring that the training and documentation group function in accordance with quality control processes and procedures and follows the project plan objectives.
- Provide status reports, report regularly and clearly on planned activities, assist in tracking project time and costs.
- Provide training of quality control process and procedures to BTNA USSEC Department personnel.
- Develop and maintain self-paced orientation web package for new BTNA USSEC Department new hires.
Consultant Technical Writer
Media Masters Inc
02.1996 - 11.1997
- Maintain online help, training manual, and curriculum for Concert Trouble Management System (CTMS).
- Provide first level support to CTMS users world-wide; Prepare and distribute user news and service notification emails.
- Conduct introduction and release training for CTMS users.
- Administered CTMS logins and participated in establishing procedures used by Concert Security, CTMS Implementation Coordinator, and CTMS Administrator.
- Documented CTMS login procedures, trained new CTMS Administrator, and continue to oversee logins are processed in an efficient and timely manner.
- Team Lead for CTMS Training, Administration, and Technical Documentation project, responsible to: Ensure that quality processes are followed; Assign Document Control Numbers; Maintain electronic & hard copy binder project files; Prepare & maintain low level project schedules listing tasks and assigning resources; Oversee CTMS login administration; and oversee CTMS support.
- Analyze processes used by Training & Technical Documentation group and identified changes necessary for adherence to USSEC QMS procedures while maintaining consistent practices and format within the group.
Technical Writer and Quality Assurance
The Orkand Corporation
10.1993 - 02.1996
- Create online help and hard copy User's Guide for Windows Visual Basic and Power Builder applications including Tuberculosis Information Management System (TIMS) for the Center for Disease Control and Prevention (CDC).
- Participated in Joint Application Design (JAD) sessions for TIMS.
- Developed online help for TIMS application with numbering scheme for help map files to aid programmers in identifying topics for context sensitive links and wrote quarterly newsletter.
- Data collection and preparation of business analysis document and desk procedures for the Financial Management Office of the CDC.
- Wrote quick guide and detailed user manual for the Laboratory Information Tracking System (LITS), used to track specimens across laboratories in the National Center for Infectious Disease.
- Wrote overview user manual for the Public Health Laboratory Information System (PHLIS) used to track and report case data for disease surveillance. (LITS and PHLIS are PC based CLIPPER databases.)
- Designed 3-ply double-sided brochures for LITS and PHLIS applications.
Tester/Technical Writer/Business Analyst
Delta Management Systems
12.1991 - 10.1993
- Test, analyze and assist in design of the following applications according to program specification and wrote user manuals using Word Perfect and enjoyed building macros: Student Management System, Alumni/Development, Grade Reporting, Bids/Budgeting, Student Attendance, Online Purchasing, Payroll, Purchase Order.
Quality Assurance Tech/Technical Writer
CACI, Inc, Federal
03.1989 - 11.1991
- Performed overall QA management of Strategic Air Command ACCESS and Canadian Postal Corporation (CPC) SMART systems, including problem Tracking procedures and release control of revised software and documentation.
- Performed Testing, troubleshooting, and assisted in debugging of revised COBOL and SCOBOL code on Tandem SAC ACCESS system for Strategic Air Command.
- Assisted in debugging of an in-house developed word processing package used on a PC with an emulator to access Tandem servers.
- Wrote Tandem functional Requester/Server pair.
- Wrote and designed enforms to interface with Xerox 3700.
- Participated in the installation, training, preliminary and on-site commission testing of CPC SMART System for Canadian Postal Corporation mail redirection.
- Assisted in revising the Detailed Design Specifications and wrote the Supervisor Training Guide for the CPC SMART system.
Education
Associate in Science Degree -
Florida Community College at Jacksonville
05.1989
One Year Certificate - Computer Programming
Florida Community College at Jacksonville
05.1989
Oracle Comprehensive hands-on Introduction Class -
Learning Tree
12.2002
SQL Class -
Learning Tree
12.2002
Web Development Introduction Class -
Learning Tree
12.2002
Telecommunications I and II Classes -
Global Knowledge
12.2002
Management Skills & Techniques for New Supervisors Class -
Global Knowledge
12.2002
Pathway for Programmer Certificate -
Tandem
01.2000
Skills
- Teamwork
- Customer Service
- Security Application Development
- Business Analysis
- International Training
- Project Leadership
- Technical Writing
- Testing
- Quality Assurance
- Troubleshooting
- Creative Problem Solving
- Time Management
- Multi-tasking
- Fast Learning
- Self-motivation
- Professional Work Ethic
- Dependability
- Conscientiousness
- Communication
- Hardware/OS
- Programming Languages
- Software Tools
Awards Memberships
- CASA (Court Appointed Special Advocate), 11/01/18 - 03/01/20
- British Telecom Global Award, 09/01/98
- Vice Presidential Award British Telecom North America USSEC, 05/01/98
- Consultant of the Month British Telecom North America USSEC, 03/01/97
- Consultant of the Quarter British Telecom North America USSEC, 03/01/97
- The Orkand Corporation - Atlanta Technical Writer Group
- Student of the Year Award - Computer and Information Systems (Florida Community College Jacksonville), 1987
- Data Processing Advisory Committee Member (Florida Community College Jacksonville), 1988 & 1989
- DPMA Region 7 Student Conference COBOL competition team for FCCJ
- Internet Discussion Groups (TECHWR-L and WINHLP-L)
Phone Numbers
(678) 234-9726
Goals
IT professional anxious to learn new skills while contributing years of business/computer experience and become a productive part of a team.
Timeline
Customer Service Representative
TTEC@Home LLC
10.2020 - Current
System Analyst Manager
British Telecom North America/Concert Management USSEC
10.2000 - 10.2001
Business Analyst Lead
British Telecom North America/Concert Management USSEC
07.1998 - 10.2000
Trainer Project Lead (MTS-II)
British Telecom North America/Concert Management USSEC
11.1997 - 07.1998
Security Software Development Manager
British Telecom North America/Concert Management USSEC
02.1996 - 10.2002
Consultant Technical Writer
Media Masters Inc
02.1996 - 11.1997
Technical Writer and Quality Assurance
The Orkand Corporation
10.1993 - 02.1996
Tester/Technical Writer/Business Analyst
Delta Management Systems
12.1991 - 10.1993
Quality Assurance Tech/Technical Writer
CACI, Inc, Federal
03.1989 - 11.1991
Associate in Science Degree -
Florida Community College at Jacksonville
One Year Certificate - Computer Programming
Florida Community College at Jacksonville
Oracle Comprehensive hands-on Introduction Class -
Learning Tree
SQL Class -
Learning Tree
Web Development Introduction Class -
Learning Tree
Telecommunications I and II Classes -
Global Knowledge
Management Skills & Techniques for New Supervisors Class -
Global Knowledge
Pathway for Programmer Certificate -
Tandem