Labcorp

● Managed end-to-end UAT processes to validate business requirements and enhance system functionality, resulting in a 30% improvement in testing accuracy.
● Developed real-time JIRA dashboards, providing visibility into testing progress and accelerating stakeholder decision-making while enhancing audit readiness and compliance tracking.
● Trained Agile teams on best practices for backlog grooming and user story refinement, leading to a 20% reduction in development cycle time.
● Facilitated weekly test review sessions with stakeholders, providing actionable insights that accelerated decision-making and improved readiness for deployment.
● Established standardized testing workflows, ensuring 92% of key requirements were validated before deployment and aligning processes with regulatory and internal audit requirements.

User Acceptance Test Lead / Project Manager

● Formulated standardized test plans and procedures utilizing Jira and Confluence to govern consistent quality across QA projects.
● Worked cross-functionally with developers to define test scenarios and acceptance criteria that fulfill functional requirements.
● Configured call center software application modules by verifying quality and reliability throughout the software development lifecycle.
● Supervised functional, performance, security, and regression testing of software products while maintaining high standards of quality.
● Conducted API testing using Postman by resolving vulnerabilities, reducing post-release defects by 25% to fortify product reliability.
● Administered Test Readiness Reviews (TRRs) to classify software defects and issues in Zephyr, adhering to QA project timelines.
● Attained 98% delivery rate by orchestrating sprint planning, daily stand-ups, sprint reviews, and retrospectives to remove impediments.
● Spearheaded the implementation of a call center software application by overseeing testing efforts to guide seamless integration.
● Built 300+ test cases, and test scripts to conduct functional and regression testing, attaining 98% accuracy rate in identifying defects.
● Performed rigorous testing of software application across multiple platforms to ensure compatibility and consistency in user experience.
● Enhanced test automation coverage to 93%, reducing reliance on manual testing to accelerate release cycles for clients.
● Oversaw usability testing by gathering feedback from end-users and incorporating enhancements to optimize user interface design.

Software QA Engineer

● Analyzed laboratory operations by identifying inefficiencies and deploying process improvements to expedite turnaround time by 21%.
● Conducted thorough analysis of business operations within the functional group, identifying inefficiencies and recommending actionable solutions. Successfully streamlined business processes, resulting in a 20% increase in operational efficiency.
● Crafted detailed process documentation, ensuring clarity and completeness, facilitating better understanding and execution of tasks.
● Collaborated with stakeholders to provide business requirements and manage small to medium development/enhancements with IT teams. Tracked and analyzed key performance metrics to assess operational performance. 
● Conducted user acceptance testing (UAT) for software enhancements and provided support for end-users during rollout.
● Led the implementation and testing of AWS Connect for a call center initiative project, optimizing customer service operations and enhancing scalability. Delivered a seamless integration with existing systems, resulting in a 25% improvement in call handling efficiency.
● Facilitated seamless collaboration between QA and Development teams, ensuring the timely and accurate delivery of project features. Successfully reduced miscommunication-related delays by 17%, enhancing overall project efficiency.
● Served as a Subject matter expert and a driving force on a brand-new call center application that saved the company $7 million annually.

IT Business Analyst

● Exceeded call volume targets by managing an average of 120+ calls per day, boosting call resolution efficiency by 14%.
● Achieved 95% customer retention through cultivating strong relationships in providing exceptional service experiences.
● Advised developing and implementing customer service policies and procedures to comply with regulatory requirements.
● Optimized onboarding for new Customer Service Representatives by constructing training materials and modules using a $65K budget.
● Trained and mentored 17 new hires, imparting knowledge on customer service protocols, software applications, and technical systems.
● Addressed customer escalations through troubleshooting technical systems, leading to a 96% issue resolution rate.

Customer Service Support Representative/Subject Matter Expert

CourseCareers

CourseCareers is an intensive online three-month course in technology sales development. I read three books including How to Win Friends and Influence People, Fanatical Prospecting, and SPIN Selling.

I learned everything about the basics of sales development to prepare myself for a sales development position. Check out employer.coursecareers.com to view the complete outline of what I learned. 

Sales Terminology, Org Structure, Ideal Customer Profiles, Buyer Personas, Sales Cycles, Prospecting, Researching, Cadence, SPIN, BANT, Cold Emailing, Cold Calling, LinkedIn Outreach, Salesforce CRM, SalesLoft, Zoominfo, Etc.

Sales Development Student

Mayo Clinic

● Spearheaded a cross-functional team to implement a network segmentation strategy, decreasing potential security breaches by 36%.
● Aggregated data from ServiceNow, Order, Nuvolo, and Stealthwatch, creating 50+ cohesive data packages.
● Employed Agile methodologies and utilized Azure DevOps to oversee user stories throughout the network segmentation lifecycle.
● Collaborated with medical staff and IT teams to gather and document business requirements for EHR system integrations.

Information Technology Business Analyst

Cone Health

● Navigated the EPIC/EMR system to perform financial analysis for 50+ patient cases per day, increasing assessment accuracy by 17%.
● Improved patient experiences by addressing concerns and explaining financial obligations and assistance programs during registration.
● Collaborated with clinical staff and healthcare providers to ensure completeness of documentation for effective treatment delivery.
● Incorporated quality assurance measures to audit patient records and financial data in accordance with regulatory standards.
● Verified patient information, insurance details, and medical records in the EPIC/EMR system, reducing $346K in billing discrepancies.
● Supported departmental initiatives by streamlining processes to improve efficiency in patient registration and financial counseling.
● Led a cross-functional team to implement process improvements in patient registration, expediting registration time by 20%.

Certified Patient Access Associate

Blue Cross NC

- Managed an average of 110 inbound calls daily, providing expert guidance to patients on enrollment, deductible explanations, and policy inquiries, which contributed to a 15% increase in customer satisfaction scores.

- Resolved over 85% of claim discrepancies on first contact by coordinating with physician offices and using FACETS software to rebill and resubmit claims efficiently.

- Collaborated with internal teams and providers to resolve discrepancies in patient records and billing data, improving data accuracy across claims processing workflows.

- Guided patients through pharmacy benefit explanations, breaking down their tiered medication coverage and helping them understand cost implications for prescribed treatments.

- Monitored call trends and identified recurring patient issues, leading to the implementation of a new FAQ system that reduced call average handle time by 12%.

Customer Service Professional

Market America, Inc.

Providing 2nd tier support to assist in answering questions from Distributor Services, Data Services, Computer Support and other departments regarding the Web Center program, MA Capital Resources, iTransact, PAT Live, and other programs in the Internet Services department which are too difficult for them to answer but don’t require the involvement of the Director of Internet Services – standard 2nd tier support. 
Working selected events (i.e. Convention, World Conference, CWT School)

Internet Services Support Coordinator

- Provided outstanding customer support experience and built strong working relationships through deep technical understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude and friendly demeanor.

Computer Support

My name is Syreeta Niblett. I am a User Acceptance Test Lead who started my journey as a Business Analyst. Over the past 6 years, I have grown through roles in software quality assurance, process improvement, and most recently, UAT Lead. Each step has shaped how I approach problems, communicate across teams, and deliver solutions that are not only functional but secure and compliant.

Notable Contributions:

🔹 Project Leadership: Spearheaded a critical call center application project that led to $7M in annual savings, reinforcing agile adaptability in high-demand environments.
🔹 Efficiency Optimization: Designed and executed 300+ JIRA Zephyr test cases, reducing QA testing time by 20% and accelerating software deployment cycles.
🔹 Cybersecurity Initiatives: Led a network segmentation project that reduced cybersecurity incidents by 30%, strengthening organizational security posture.

Areas of Expertise:

🔹User Acceptance Testing (UAT): Test planning, execution, defect tracking, and process refinement
🔹Business Analysis: Requirements gathering, user stories, and data-driven decision-making
🔹Cybersecurity & Compliance: Network segmentation, GRC frameworks, and risk mitigation
Project & Process Management: Agile methodologies, budget/resource allocation, and cross-functional collaboration

Technical Proficiencies:
JIRA | Confluence | ServiceNow | Azure DevOps | MS Excel | LucidChart | Visio | Salesforce | Postman | VirtualBox | Application Lifecycle Management (ALM)

I’m passionate about contributing to clear, reliable, and secure software solutions. I focus on aligning business needs with technical outcomes to support both the end user and the organization. If anything I’ve shared resonates with you, feel free to reach out. I’m always open to meaningful conversations and opportunities to collaborate.

📩 Contact: syreeta336@gmail.com

(The views expressed here are my own and do not represent my employer.)

Syreeta Niblett, CSM

Dallas ISD Career and Technical Education

- Develop and implement technology-focused curriculum to enhance students’ digital literacy including, lessons on internet safety, data privacy, and responsible use of technology. 
- Foster students’ analytical skills by incorporating challenges and ethical dilemma into the curriculum, encouraging them to think critically about digital security issues and develop solutions. 
- Utilize educational technology and digital tools to create a secure and controlled digital learning environment, ensuring the protection of student’s sensitive information and the prevention of unauthorized access. 
- Respond promptly to students’ technology inquiries and proactively resolved issues demonstrating strong problem-solving abilities in a high-pressure setting. 
- Collaborate with IT professionals to implement and maintain secure network 
infrastructure, ensuring the protection of sensitive educational data and compliance with privacy regulation

Cybersecurity and Project Coordinator Technology Specialist 

Children's Health

- Coordinate IT projects from initiation to closure, ensuring adherence to budget, schedule, and scope.
- Assist in the development of project plans, timelines, and schedules.
- Collaborate with cross-functional teams to identify project requirements and deliverables.
- Track project progress and report on project status to stakeholders.
- Manage project documentation and ensure all project information is up-to-date.
- Identify and resolve project issues and escalate as necessary.
- Conduct post-project evaluations and identify areas for improvement.

Information Technology Project Coordinator

Starbucks

- Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Documented user problems, troubleshooting steps, resolutions, and escalation paths using Service Desk tools and resources. 
- Maintained customer satisfaction and contributing to company success. 
- Memorized all company products and services to be able to answer all Customer questions quickly and efficiently and make relevant upsells. 
- Handled 150+ customer interactions per day, giving detailed, personalized, friendly, and polite service to ensure customer retention.
- Performed first-level core troubleshooting on hardware/software systems, answers question and provides technical solutions. 
- Identified and escalates issues requiring urgent attention with Incident Management and Service Desk Leadership

Information Technology Specialist

Parkland Hospital

- Provided technical assistance, diagnosed hardware/software issues, and ensured compliance with healthcare-related regulations such as HIPAA.
- Developed expertise in malware analysis tools and practices, contributing to enhanced security measures.
- Conducted comprehensive risk assessments and implemented necessary safeguards to mitigate vulnerabilities. 
- Developed, tested, documented, and performed new system changes. 
- In-depth understanding of HIPAA regulations, including the Privacy Rule and Security Rule and their application in a healthcare setting. 
- Performed first-level core troubleshooting on hardware/software systems, answered questions, and provided technical solutions.

Information Technology Help Desk Support

University of North Texas at Dallas

- Analyzed data and processes supporting CRM/Salesforce operations, designing, and validating technology solutions. 
- Resolved complex issues, serving as a resource for revolving data-related problems in student operations. 
- Worked closely with various departments to understand their requirements, ensuring alignment between technology solutions and organizational needs. 
- Developed comprehensive training materials and conducted workshops to educate end-users to streamline processes and improve efficiency.

UNT System IT Program Analyst

With a proven track record of executing technical knowledge, I am currently an educator at Dallas ISD Career and Technical Education where I utilize my strong background in Information Technology (IT) to enhance the learning experience and outcomes for my students and colleagues to prepare them for the future of work. As an African American (black) in tech, I am highly motivated. Technically proficient professional with a robust foundation in IT support, including comprehensive IT support and Cybersecurity Boot Camp education from Southern Methodist University. Equipped with hands-on experience in diagnosing complex hardware/software issues, conducting risk assessments, and implementing security measures to safeguard against cyber threats. Proficient in leveraging cutting-edge technologies and methodologies in malware analysis, HIPAA compliance, and system security. Adept at communicating complex technical concepts to diverse audiences, coupled with a proven track record in fostering a secure digital environment. Seeking to apply a diverse skill set and ongoing cybersecurity education to an innovative cybersecurity team, mitigating risk, and fortifying digital infrastructures against evolving threats.

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Syreeta Niblett, CSM

Darryl Perkins

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