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

ProTech Services Group, Inc.

- Successfully restored PC data from the Active Directory server, ensuring data integrity and minimal 
 downtime. 
- Proficiently managed assets using Excel, maintaining an organized inventory system for hardware and 
 software resources. 
- Developed comprehensive technical documentation for PC configurations, user file backup - 
 procedures, and configuration troubleshooting, enhancing team efficiency. 
- Played a key role in the deployment process by assisting in planning and executing deployment 
 activities, contributing to the team's success. 
- Trained fellow team members in configuring new PCs and laptops, facilitating seamless onboarding 
 and knowledge sharing. 
- Expertly reimaged PCs, optimizing system performance and ensuring data security. 
- Effectively deployed and set up all new equipment stations while offering real-time troubleshooting 
 expertise for technical issues, minimizing disruptions. 
- Configured and installed software and applications with precision, maintaining a secure and 
 productive computing environment. 
- Conducted thorough software and equipment testing during configuration and deployment phases, 
 guaranteeing flawless functionality and reliability. 
- Diligently maintained PCs, user profiles, and group policies in Active Directory, ensuring the security 
 and optimal performance of networked systems while adhering to company policies and industry best 
 practices.

Level II IS Specialist

Loyalty Volleyball Club

- Designing and implementing strength and conditioning programs tailored to individual athletes or teams.
- Conduct fitness assessments to identify strengths, weaknesses, and areas of improvement for athletes.
- Monitoring progress and adjusting programs accordingly to maximize performance
- Teaching proper techniques for exercises and weightlifting to prevent injury.
- Providing guidance on nutrition and recovery practices to optimize athletic performance.

Volleyball Trainer/Strength and Conditioning Coordinator

Tracked Ltd

As an Analytics For All Tracked Fellow, over a four-week period, (40+ Hours), we
cover an introductory view towards analytics spanning Data Modelling, Business
Fundamentals, Data Visualisations, and SQL.

Platform Technologies covered include:
• Data Modelling (Lucid Chart + Dbdiagram.io)
• Biz + Data Fundamentals (Excel)
• Database Fundamentals (SQL)
• Data Visualisation (Excel)

Tracked Fellow

Gallagher

Successfully supported and troubleshot virtual workspaces, ensuring optimal system performance and user experience. 

Expertly assisted numerous customers with software removal and installation via remote support, leading to increased satisfaction and improved productivity. 

Proactively identified and reported defects, contributing to the overall improvement of product quality and customer satisfaction. 

Skillfully assisted in testing ticketing software, ensuring seamless integration and functionality with existing systems. 

Provided exceptional technical support to customers, successfully resolving basic home office hardware installation and troubleshooting issues. 

Proficiently analyzed data and effectively troubleshooted various technical issues, ensuring minimal downtime and maximum efficiency.

IT Analyst

St. Jude Children's Research Hospital - ALSAC

Achieved 65% first call resolution rate for St. Jude clients both onsite and remotely, resulting in a faster and more efficient problem resolution process. 

Demonstrated proficiency in Active Directory functions, effectively managing group modifications and password resets to enhance system security and user access. 

Successfully resolved technical and software issues related to client/patient interruptions, resulting in minimized downtime and improved service delivery. 

Proactively updated, monitored, and maintained client devices, such as desktops, laptops, and iPads, ensuring optimal performance and user experience. 

Skillfully provided remote desktop support to clients, vendors, and collaborators on both Windows and Mac platforms, effectively resolving technical issues and improving collaboration efficiency.

Information Technology Technical Support

Nike

Successfully identified, researched, and resolved tech support issues for Nike employees in Memphis, Canada, and California, ensuring seamless and uninterrupted business operations. 

Proactively troubleshooted software issues for Nike employees in real time, enhancing company productivity and minimizing downtime. 

Expertly created and processed employee profiles in multiple warehouse management systems, enabling seamless system access and data management. 

Provided efficient remote troubleshooting for various systems and software, including Microsoft Suite, WMOS, printers, VPN connections, laptops, and more, ensuring optimal system performance and user experience. 

Collaborated with users to verify connectivity and troubleshoot network-related connectivity issues, ensuring seamless and uninterrupted system access. 

Skillfully coordinated escalations with the level 2 support team and provided timely follow-up, ensuring prompt and efficient problem resolution.

Help Desk Technician

Dr Pepper Snapple Group

Successfully expanded the customer base for both small and large format clients within specific geographical regions, achieving significant growth and increasing revenue. 

Maintained optimal levels of inventory in each account, ensuring that products were always available for in-store stocking and merchandising, which resulted in improved customer satisfaction and increased sales. 

Maintained accurate sales records for all designated accounts, including specialized reports on promotional initiatives, competitive sales, and space allocations, which provided valuable insights for strategic decision-making. 

Significantly contributed to the growth and market share of Keurig Dr. Pepper brands by implementing effective sales strategies, expanding their distribution, and successfully achieving targeted volume objectives.

Relief Account Sales Manager

Youfit Health Clubs

Consistently exceeded goals in key metrics: profit, sales, finances, and operational measures by developing new business and marketing opportunities. 

Directed, trained, and motivated team members and new hires, with a strong focus on optimizing productivity and performance. 

Created and implemented a competitive customer service program which resulted in improved employee engagement and customer satisfaction scores. 

Drove process improvements by collaborating with internal stakeholders across the organization to address opportunities and challenges. 

Reversed net profit trend of -$2,000 to +$8,000 by exhausting the referral program, sales team training, and improved morale.

Assistant Manager

I am an IT Analyst with 5+ years of experience with data management, technical documentation development, daily operations and technical support. I am seeking a new role that leverages my skill set in leadership, operations and security, and improves customer experience.

taplio

The Battle

Syreeta Niblett, CSM

Monet Marshall-Smith

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