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

Kroger

•	Utilized company-provided technology, including handheld devices and mapping software, to manage routes and ensure on-time deliveries.
•	Maintained accurate digital records of customer transactions, deliveries, and issue resolutions.
•	Resolved technical challenges with delivery applications and equipment to minimize downtime and ensure operational efficiency.
•	Communicated effectively with customers and team members, leveraging technology to provide updates and resolve issues promptly.
Additionally, here are the remaining tasks rewritten for clarity and conciseness:
•	Provided excellent customer service while delivering orders to customers.
•	Acted as a brand ambassador when discussing Kroger’s Seamless Experience and delivery process with customers.
•	Ensured a high degree of professionalism and personal presentation when interacting with customers.
•	Drove a company vehicle safely and in accordance with Kroger's driving standards.
•	Ensured customer orders were delivered on time and in good condition, resolving any issues that occurred.
•	Ensured that goods were kept within the correct temperature guidelines; monitored and recorded temperatures to follow food health and safety regulations.
•	Handled products safely and in accordance with food safety guidelines; recorded any serious breakages or contamination issues and reported them to the supervisor.
•	Completed pre-inspection checks of the company vehicle before use and reported any defects to the supervisor.
•	Performed the essential job functions of this position with or without reasonable accommodation.

Customer Service Delivery Driver

Self-Employed

•	Improved customer contact and boosted references through a WordPress site, leading to a 20% increase in inquiries and a 25% rise in referral rates.
•	Configured and deployed employee laptops, ensuring all required software and security protocols. Improved onboarding efficiency by 30%,     reducing setup time for new employees.
•	Implemented self-hosted open-source accounting software, reducing invoice processing time by 30% and increasing timely payments by 20%

Freelance Gig

CyberNow Labs

-Proactive team member with hands-on training in an authentic enterprise SOC
-Gained practical experience with security technologies, real networks, and live cyber attacks
-Experienced in using tools like SentinelOne, Crowdstrike, Qradar, Splunk, nmap, and OSINT for threat analysis and incident triaging
-Follow SOWs & SOPs and write detailed incident response reports
-Skilled in identifying and remediating vulnerabilities to ensure a robust security posture
-Completed and passed CompTIA Sec+ certification with the help of Cybernow Labs
-Passionate about cybersecurity and possesses common sense, making me an invaluable asset to any team.

Cyber Security Analyst

Uber

Utilized Uber's driver application to manage ride requests, navigate efficiently, and ensure a seamless customer experience.
Maintained high ratings through consistent punctuality, excellent customer service, and effective communication.
Resolved issues related to the app, navigation, and customer concerns using troubleshooting techniques.
Demonstrated time management and route optimization skills, utilizing real-time data and GPS technology to increase efficiency.

Driver

Cencora

(Previously Known as AmerisourceBergen)
•	Proactively pursued overdue payments in line with SOW, SOP, and KPI benchmarks  
•	Managed credit hold processes for assigned accounts  
•	Oversaw full-cycle accounts receivable, including reconciliations 
•	Identified payment discrepancies and initiated dispute resolution to expedite collections  
•	Reviewed and prioritized aging reports; sent payment notices, hold alerts, and customer statements  
•	Built and maintained productive relationships with internal teams and external customers  
•	Ensured SLA compliance by managing workflow and executing collection scenarios  
•	Facilitated escalations and cross-departmental collaboration to resolve issues efficiently  
•	Performed follow-ups to secure timely payments and reduce aging accounts  
•	Maintained organized digital records, created and managed file systems for historical documentation

Accounts Receivable Specialist

Associa

CSSC Settlement Team
-Manage payments for Settlements and Community Archives distribution
-Ensure accuracy in payment processing and address any issues according to SOW and SOP guidance
-Adhere to jurisdiction rules and regulations
-Maintain professional responses during calls and strictly follow company policies
-Approach tasks logically and efficiently handle New Sales and Resale settlements
-Create accounts for HOA owners
-Communicate effectively via the Ticketing system to provide customer care support.

Settlement Specialist

EYM Group, Inc.

•	Reduce the processing time of each settlement by 10% due to efficiently organizing my workflow.
•	Overachieve unit goals by 30% of processed HOA new sales and resale settlements daily.
•	In less than 45 days from hire, efficiently processed over 65 HOA new sales and resale settlements daily, adhering to the SOW guidelines.

Accounts Payable Specialist

FedEx Ground

•	Responsibilities where to scan, verify, and stack packages into trailer. 
•	Make sure to keep the packages moving, help team members when falling behind.

Package Handler

Texas Health and Human Services

•	Achieved a 95% accuracy rate, directly contributing to elderly individuals successfully receiving their essential medical benefits.
•	Adhered strictly to state and federal regulations, guidelines, and deadlines, demonstrating proficiency in policy interpretation, arithmetic functions, and effective time management.
•	Assumed additional responsibilities during the COVID-19 pandemic to maintain workflow and effectively triage tasks, stepping in for an unwell colleague and ensuring business continuity during challenging times.

Eligibility Specialist

ZaZa Hospitality

Efficiently checked in and checked out guests with minimal wait times
Managed online and phone reservations with 99% accuracy
Provided exceptional customer service, achieving a 95% guest satisfaction score

Front Desk

As a dedicated and forward-thinking professional, I bring a diverse background in customer service, accounting, and cybersecurity. Currently, I am a Customer Delivery Driver at Kroger, where my experiences have honed my skills in customer interaction and operational efficiency. My previous roles include Uber Driver, Accounting Clerk specializing in Accounts Receivable and Accounts Payable for 12 years, and over 10 years of customer service in the hotel industry.

I am passionate about continuous learning and expanding my knowledge of Information Technology. Recently, I have achieved certifications in CompTIA Security Plus and ISC2 Cybersecurity, reflecting my dedication to advancing in the cybersecurity field. I am actively exploring various operating systems, such as Proxmox, Ubuntu, Fedora, Kali Linux, and Windows, and I enjoy assembling computers to enhance my technical expertise.

My goal is to transition into an IT role, with a long-term aspiration of specializing in cybersecurity within the next five years. I am committed to helping customers and clients troubleshoot their systems and networks while also teaching my children about computer literacy and online safety.

In the cybersecurity domain, I have knowledge of IBM QRadar SIEM, Splunk Enterprise Security, Sentinel One, Crowdstrike Falcon, EDR, Proofpoint, Nessus, Tenable.io, NMap, Fortinet Firewall, Invicti, Jira, VirusTotal, JoeSandBox, MXToolbox, AnyRun, AbuseIPDB, Wireshark, VirtualBox, Kali Linux, Ubuntu, TCP, DNS, DHCP, IP, Linode, PowerShell, TryHackMe AOC 2023, and more.

Frameworks: OSI Model, OWASP, Mitre ATT&CK, Cyber Kill Chain, SANS

Other Skills: Discrepancy Identification, Data Analysis, Adaptability, Compliance and Regulations, Guide & Trainer, Troubleshooting, Communication, Confidentiality, Integrity, Earnest, Customer Service, SLA, WOP.

"Some content was generated with the assistance of AI"

#Cybersecurity #Analyst #InfoSec #Lossprevention

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Syreeta Niblett, CSM

ALAN E.

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