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

Responsible for direct communication with clients, analyzing diagnostic information, troubleshooting,		          	  	       problem recreation and debugging client IT environment issues to determine course of action and/or solutions. Resolve DevOps issues impacting major IBM clients from across all major industries from Department of Treasury to Bank of Australia. Lead the problem resolution process through analysis and troubleshooting with various complexity while enhancing client experience. Collaborate with development teams to drive product quality, functionality, serviceability, and usability improvements regarding applications built using RHEL 9 and/or Redhat OpenShift

DevOps Software Support Engineer

SANS Technology Institute

Cybersecurity Scholarship Student- CyberAces Academy

Its Your Move LLC

At my current role as a Product Manager/Project Manager at It's Your Move, LLC, I led a company-wide transition from a legacy system to an innovative Electronic Health Record (EHR) system, a complex task that required meticulous planning and coordination. This endeavor resulted in enhanced efficiency, accelerated billing processes, and a more responsive organization.
As the Technical Lead in Systems support, contributed to accelerated assessments, leading to a 100% improvement in billing efficiency.
Conducted data analysis to proficiently convey insights to fellow executives, providing valuable guidance on the company’s operational direction.
Perform data analysis to effectively communicate to other executive and give proper insights on companies directions with operations
Managed system operation tickets in response to employee requests and usability concerns. Facilitated weekly meetings to enhance the company’s system knowledge and ensure its continued effective use.

Project Manager/System Administrator

Better Move Transport

Developed systems used to streamline and automate daily managerial tasks associated with the transportation industry. Created application using PHP style coding along with Citirix's Podio CRM. Utilized various APIs to display data while also displaying data in a UI dashboard for contractors.

Product Project Manager

Adversity Home Buyers

Developed systems used to streamline and automate daily managerial tasks associated with Real estate. Created application using PHP style coding along with Citirix's Podio CRM. Utilized various APIs to display data while also displaying data in a UI dashboard for contractors.

Designing and modernizing testing frameworks using Cucumber. Collaboratively develop clean code and deliver eClinical SaaS products with product owners and QA to clarify requirements/specs .Utilized Virtual Machines (RedHat) for collaboration purposes during code reviews. Tested the functionality of web applications with HTML and CSS for UX manual/automated tests, and have designed and implemented continuous integration systems using Jenkins environment. Built and maintained Continuous Integration and Continuous Deployment frameworks from code to deploy using Jenkins, GIT, and harness tools. Managed tickets raised, bug tracking, generating reports, and collaborating with team members to solve problems using JIRA. Created the infrastructure of automation, and have utilized JSON and Selenium WebDriver to automate testing for recommended treatment plans based on patient characteristic data provided in a JSON file. Proficient in SCRUM meetings, product backlog, and other SCRUM activities. Built, maintained, and tracked deployments using Jenkins and have set alerts when tests fail.

Software QA/Test Developer

National Institute of Mental Health (NIMH)

Worked on biomedical research projects that consisted of data science and bioinformatics. Gained experience by building algorithms and researching different data mining procedures and other known algorithms to analyze a large group of data. Included attending weekly meetings that included workshops and seminars  to properly analyze clinical reports and publications. Mentored by other researchers(professors) on campus as a mentee.

Data Scientist (EMARC Fellow)

Princeton University

Created an algorithm that utilized Python and R that found mutations within the community of the African Fruit Fly based on a set genomic dataset. Utilized the Mathpy package, which is a collection of mathematical and statistical functions, to visualize data using charts and graphs. Recognized discrepancies between DNA genetic code sequences and utilized algorithms to spot mutations among the African fruit fly species. Presented their research findings in front of faculty and mentors, demonstrating their ability to effectively communicate complex scientific concepts. Pulled genomic data from a JSON file in a laboratory directory.

Data Scientist

NASA Langley Research Center

Created a website to display information in NASA's Atmospheric Science Data Center Product Availability Web Tool. By utilizing NASA APIs, was able to pull real, scientific data to the website, demonstrating their ability to work with APIs and integrate data into web applications. Tested the usability of the website while also pulling sample data from a JSON file indicating the attention to detail and thoroughness in testing. Experienced creating a website and working with scientific data enhanced skills in web development and data integration

Frontend Developer

Diverse industry experience including Full Stack Development, Data Science, and QA Engineer, as well as Software Developer. Developed websites to display scientific data, managed huge amounts of genomic data, and maintained manual/automated tests on Virtual/Cloud Machines. Proficient in DevOps/Agile operations process and tools, with expertise in code review, unit test automation, Build & Release automation, and has extensive experience in scripting with Java, Python, PHP, and Shell. Efficient understanding in Agile methodology, Continuous Integration (CI), and Continuous Delivery (CD) implementation and have utilized Build tools like MAVEN during automation.A strong background in Java, Javascript , and Python scripting, and has worked with automation tools such as Jenkins for End-to-End Automation. Experience with LINUX/UNIX environments and scripting for automation, as well as building Object-Oriented applications using Java. Familiar with integrating Unit Tests and Code Quality Analysis Tools like Junit tests and tracking systems like JIRA. Experience with Virtual Machine/Cloud environments and scripting for Build & Release automation tests. Moreover, possess excellent communication, interpersonal, and team-working skills, and have a proactive attitude in solving problems and providing the best solution and is able to work efficiently independently while also being a valuable team player.

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Syreeta Niblett, CSM

I'ran James

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