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

Humana Military Health Services Inc

-Collaborate with cross-functional teams to implement and maintain security controls, policies, and procedures to ensure compliance with industry standards, regulations, and frameworks (e.g., NIST, ISO 27001, PCI-DSS, HIPAA).
- Conduct security compliance assessments, audits, and gap analyses to identify areas of non-compliance and recommend remediation actions.
-Provides operational support for Identity and Access Management (IAM) related business processes and its related data integration between the source systems, the enterprise identity management system, and others
-Works with multiple technical areas to identify, resolve, and mitigate issues with identity and access management including identity creation and maintenance, Single Sign-on (SSO), Multi-factor Authentication (MFA) and provisioning/deprovisioning internal and external systems
-Analyzes requests for modifications, configuration changes, enhancements and/or workarounds as necessary and contributes to ongoing improvements and enhancements of client's Identity Management and Authentication systems and business processes as they relate to enterprise identity and access management and authentication
-Works proactively with business analysts, functional owners, and data owners to address opportunities for increased efficiencies and provide solutions for recurring issues
-Follows established procedures for testing and migration of fixes
-Provides clear and sufficient documentation of issues and subsequent resolutions; updates tickets and cases
- Assist in the development and maintenance of security documentation, including policies, standards, procedures, and guidelines.
- Stay current with the latest security trends, vulnerabilities, regulatory changes, and industry developments, and apply this knowledge to enhance our security and compliance practices.

Identity and Access Management Engineer 2

FEMA

- Coordinate security mission assignments (initiate / issue Task Orders)
- Conduct security and risk assessments of key facilities
- Supervise disaster security expense and contract guards
- Issue credentials in support of HSPD-12 requirements
- Assisting with local hire efforts
- Liaison with local police and law enforcement / criminal intelligence for disaster area
- Formulation and application of security policy, procedures, systems, and programs
- Evaluate facilities for intrusion detection systems and physical access control systems needs
- Identified the need for protection and security
- Developed and maintained the physical means that are used for protection and security
- Applied risk management best practices to conduct security compliance and risk assessments on fixed and disaster facilities
- Developed, implemented, and maintained procedural and technical methods to enhance physical protection
- Assessed the damage done to national security when information or material has been compromised or sabotaged

Security Manager

Anthem, Inc.

-Understanding of the Passagepoint visitor management system and Pro-watch to include badging, database, and some programming.
-Maintain access control systems and work through issues using the maintenance process. Have a complete understanding of the MAXPRO video management system.
-Responsible for recognizing discrepancies within systems performance, able to perform necessary corrective steps prior to escalating. Knowledge of preventive maintenance routines and upgrades of clients and server applications.
-Acts as client liaison for security enterprise technology.
- Strong working knowledge of the fire system and understand the process of fire information transmission over Ethernet. Worked toward integration of access control, video, visitor management and fire systems as defined by Altria Management.
-Establish and conduct a systems training program for all operating companies.

Security Systems Administrator

US Army

Police Officer

Fluor Corporation

-Provides functional and administrative support for Security operations and personnel as assigned. 
-Support force protection operations and personnel security. 
-Assists with investigations, audits, screenings and other security initiatives as assigned. 
-Supports Security management in evaluating and 
improving security training, security awareness, residential security, office and project security, airport security, secure vehicular movement and route selection, counter surveillance and threat assessments. 
-Review and issue routine correspondence, update records, check status of in-process activity, enter data or updates in electronic systems, and maintain files and electronic documentation as required. 
-Provides status updates and coordinate routine activity with other personnel and departments. 
-Follows established procedures, maintains the security of project data and keeps senior personnel informed as appropriate.
-Utilizes the BAT system to collect digital fingerprints, iris scans, photographs, and personal data from Host Country Nationals (HCN) and Other Country Nationals (OCN), requesting or otherwise requiring access to military installations.
-Overall responsibilities include Biometrics Automated Toolset (BAT) data entry and use of BAT application and associated peripherals including electronic fingerprint and iris scanners, digital photography and facial recognition as well as other associated threat database file
-Works under concept of operations and policy for the use of Biometric Technologies in Identity Dominance Operations in support of Strategic Theater Counter-Intelligence assets as well as providing support to transfer, sharing and integrity of valuable human intelligence type database information, in order to ensure quality access control measures. Data collection services provided on per-site basis as directed, in accordance with site Base Access Control policy and under USG oversight guidance.

Security Technician IV (Biometrics)

United States Air Force

Response Force leader/ Base Defense Operations Controller	9/2016 - 8/2020

720/355th Security Forces(Davis Monthan Air Force Base)
-Directs all base defense actions as directed by instruction and flight sergeant.
-Operates ancillary systems ie. Defense Biometric Identification Systems, Security Forces Management Information System,E911 and Arizona Criminal Justice Information System.

355th Security Forces Confinement Assistant NCOIC
-TSA Armed Transport Agent/LEOFA
-Responsible for day to day operations of a Level 1 military confinement facility
-Responsible for MICT checklist
-Responsible for PREA(Prison Rape Elimination Act)checklist 


Security Forces Patrol Leader/Military Police 	10/2009 - 9/2016
United States Air Force, Niagara Falls, New York
-Flight trainer- In charge of training 20-30 shift personnel.  
-Responsible for Pass and Identification Operations

466th Flight Line Security (Kandahar, Afghanistan August 2011-February 2012):
-Provided escort and security for distinguished guest.
-Conducted random anti-terrorist measures.
-Provided armed response, capable or protecting personnel and property.
-Patrolled area of responsibility looking for unauthorized individual's or vehicles, suspicious activity and to prevent unauthorized personnel or vehicles from accessing the taxiway and runway.
-Swept area of responsibility for unexploded ordinance during indirect fire attacks.
-Controlled vehicular and pedestrian traffic into and out of restricted areas.
-Employed drop arm barriers to maintain a limited advance of vehicle traffic.
-Responsible for overseeing/supervising mobile and static patrols required for normal flight line operations.
-Served as Quick Reaction Force during flight line operations.
-Operated biometric screening equipement 

386th ESFS(Ali AL Salem, Kuwait January 2016-July 2016):
-NCOIC of Vehicle Search area 
-Responsible for off base mobile patrol units.
-Fly Away Security Team Leader

Military Police

Bank of the West

-Participates in physical security project activities including all meetings, reviews and surveys until project completion.

-Acts as liaison with branch staff and other business line staff to ensure compliance with the Bank Protection Act (BPA). Provides assistance to all locations within the assigned area on physical security issues, alarm problems and closed-circuit TV concerns, and to Corporate Security with the review of CCTV video and images for investigation purposes.

-May administer the card access system, including performing monthly or quarterly audits to ensure compliance with set standards and procedures.

-May assist facilities management with training Floor Wardens in emergency procedures and during the annual earthquake and fire evacuation drills.

-Coordinates with vendors and facilities management on service requests and new installations at all locations within assigned area of responsibility.

-Assists the Physical Security Manager with all moderate to complex security matters as assigned.

Physical Security Advisor, Assistant Vice President

As an Identity and Access Management Engineer at Humana Military, I collaborate with cross-functional teams to implement and maintain security controls, policies, and procedures that ensure compliance with industry standards, regulations, and frameworks. With over 14 years of experience in physical security, homeland security, and law enforcement, I have a comprehensive background in operations management, customer service, and process improvement derived from conducting domestic and global operations.

I am a proud Air Force veteran with a Top Secret/SCI security clearance and a Master of Science in Homeland Security and Emergency Management. I have a proven record of applying advanced HUMINT tactics, techniques, and procedures to provide critical information about force protection and counterterrorism operations. I possess extensive knowledge in team leadership, risk mitigation, and inter-personal communication in the security and emergency management fields. 

My mission is to positively impact lives around me by securing data and identities with IAM and compliance expertise.

taplio

The Battle

Syreeta Niblett, CSM

Ryan Taylor-Thomas, MS/CC

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