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

Modern Technology Solutions, Inc. (MTSI)

•	Design and execute large-scale, multi-domain test and training events for the USAF Warfare Center, Air Force, and DoD, incorporating EW and cyber operations capabilities to enhance readiness and operational effectiveness.
•	Drive development and implementation of advanced TTPs, and direct adversary threat replication, shaping training for 30+ diverse Air Force, Joint, and multi-national organizations.
•	Partner with 4 support organizations to evaluate and assess emerging technologies for future operations, systems engineering, test, and training integration.
•	Lead agile projects from inception to delivery, employing advanced techniques to identify and mitigate performance gaps and reduce operational risk, and conducting retrospectives for continuous improvement.

EW & Cyber Operations SME | Project Manager

U.S. Air Force Reserve

Director - Governance, Risk, and Compliance (GRC)

Chief, Weapons & Tactics | Red Team Mission Commander

Allegiant

•	Integrated IT, business operations, and Learning & Development through SaaS Learning Management System (LMS) deployment project, securing FAA approval for on-time implementation for 5K+ member organization.
•	Managed 30+ member teams across 7 departments in launching new airline destinations and initiating 2x charter route startups, enabling $9M+ increase in revenue in a new 96,000-passenger-per-year market. 
•	Directed initiative to eliminate human error and mitigate financial risk by automating aircrew data transmission to 2 foreign government border control agencies, enhancing data accuracy and compliance with international regulations.
•	Established Enterprise PMO governance structure, introducing improved processes and frameworks for a 9-member team, and incorporating risk management processes to ensure compliance with DoT and FAA directives.

Solutions Delivery Manager (Project Manager)

PatchPlus Consulting, Inc.

•	Supported the agile development and deployment of new space and cyber technologies, fostering collaboration among end-users, acquisitions teams, and industry partners to reduce mission risks and ensure secure software development. 
•	Guided 3 software development teams and 6 systems engineers as a user advocate, supporting user acceptance testing, requirements analysis, model-based system engineering, and SDLC.
•	Designed and implemented an IT Asset Management system to enforce Bring Your Own Device (BYOD) policies, ensuring compliance and enabling secure operations for 70+ team members and 120+ endpoint devices.
•	Tracked and verified asset compliance with critical benchmarks, including OS versioning, firewall configurations, anti-virus measures, data processing/storage, and VPN/network access, ensuring a robust and secure IT environment.

Senior Space & Cyber Operations Consultant

United States Air Force

•	Directed technical integration and cyber plans/resources for exercises supporting 20+ US and foreign organizations and operations centers, managing mission control and logistics supporting 4,500+ personnel annually.
•	Teamed with mission partners to secure $125k in security and IT enhancements and led a $900k building renovation project, addressing critical infrastructure needs and modernizing facilities for the first time in 30 years.
•	Managed unit information security and IT infrastructure programs spanning 3 data networks and 5 operations sections, maintaining compliance with 150+ DoD and federal cybersecurity and IT requirements.
•	Rapidly developed radar reconfiguration procedure in response to system anomaly, moving from concept through testing and implementation in less than 24 hours, ensuring incident recovery and operations continuity.
•	Drove an 80% decrease in mission planning timelines and 13% reduction in resource utilization through automation of operational planning & data analysis processes.
•	Led 28 Functional Area Managers and 46 GRC programs, implementing new GRC tools and processes to maintain compliance with 1.1K+ DoD and Federal policy requirements.

Space Operations Officer | Technical Program Manager | Project Manager | GRC & IT Security Manager

I am senior IT project manager and technical program manager with 10+ years of experience in information technology, cybersecurity, and software projects in the defense, aviation, and space industries.

I have successfully managed multiple projects and programs valued at $5M+ with teams of 30+ members. My experience includes providing subject matter expertise on space and cyber systems development and engineering projects, managing IT security and infrastructure deployments, leading Software-as-a-Service (SaaS) implementations, and directing hardware and software testing and quality assurance (QA).

With 3+ years in information security and governance, risk, and compliance (GRC), along with Security+, CySA+, PenTest+, and ITIL v4 certifications, I have a comprehensive understanding of information security and IT management. I am proficient in Python and Java programming and emphasize security throughout software development, infrastructure, and technology deployment projects.

I look forward to connecting with you!

Key Skills and Specializations

- Agile Methodologies and Frameworks
- Secure Software Development & Testing
- Governance, Risk Management, and Compliance
- Technical Project and Program Management
- Information Technology and Cybersecurity

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Syreeta Niblett, CSM

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