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Tim Cook

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QA | Workforce Optimization | Analysis | Certified AWS Cloud Practitioner | Certified Epic Clinical Data Model | Certified Epic Clarity Data Model | Certifie...
Beatrice, Nebraska, United States
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Timeline

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Résumé

Jobs verified_user 0% verified
  • Bryan Health
    Business Intelligence Developer
    Bryan Health
    Jan 2025 - Current (1 year 10 months)
  • NRC Health
    Quality Assurance Engineer
    NRC Health
    Oct 2022 - Nov 2024 (2 years 2 months)
    Provided Quality Assurance for software features and defect prevention. Tested in multiple phases, including Functional, Regression, Smoke, Exploratory, and End-to-End. Utilized the AWS suite of applications with a focus on log reviews in CloudWatch to identify anomalies. Experienced in an Agile system based on two week sprints. Later moved to a continuous deployment model of moving new code to production more frequently with zero downtime for clients. Continuous learning in all related areas to be prepared to shift to new technologies. Have tested code creation tools such as Bolt AI. Frequent user of Copilot for code optimization and test building. Adopted automation tools, including Playwright, to reduce manual testing efforts. Show less
  • NRC Health (National Research Corporation)
    Quality Assurance Analyst
    NRC Health (National Research Corporation)
    Sep 2017 - Oct 2022 (5 years 2 months)
    Provided User Acceptance Testing (UAT) for the software teams, while ensuring released products were properly programmed to each client’s specific implementation. Ensured accuracy and consistency in the building of surveys for healthcare partners through data and quality assurance analysis. Focused on identifying anomalies in client data. Directly worked with associates and corporate compliance to maintain proper surveying guidelines according to requirements of government agencies, such as CMS. Performed troubleshooting and testing of complex data ingestion implementations, helping clients provide processable data through HL7 or uploaded files in various formats. Trained new operations staff on internal applications and beginner level SQL
  • NRC Health (National Research Corporation)
    Project Specialist
    NRC Health (National Research Corporation)
    Feb 2017 - Sep 2017 (8 months)
    Managed all aspects of client data, from ingestion into system databases to reporting software setups. Met with clients over Zoom and phone calls to assess needs and build reporting infrastructure according to contracts in place. Worked closely with internal research teams to help provide solutions to clients.
  • NRC Health (National Research Corporation)
    Data Management Specialist
    NRC Health (National Research Corporation)
    Oct 2016 - Feb 2017 (5 months)
    Analyzed client data to ensure integrity and compatibility with our data ingestion systems. Performed troubleshooting of inaccurate ingestion files to help clients make corrections. Executed frequent audits ensuring compliant and viable data to produce patient surveys.
  • Black Hills Corporation
    Workforce Optimization Analyst
    Black Hills Corporation
    Oct 2010 - Oct 2016 (6 years 1 month)
    Tracked and reported contact center key performance indicators through PowerPoint presentations. Administrator for contact center specific applications including Nice IEX and Avaya CMS. Provided real-time analysis to ensure proper staffing levels across internal and outsourced contact centers. Managed scheduling for two contact centers, optimizing staffing efficiency through strategic shift bidding. Forecasted call volumes and adjusted staffing levels through overtime and time off management. Developed attendance tracking database through Microsoft Access, reducing manual tracking time for the supervisory team by an estimated 80%, along with providing a consistent tracking mechanism. Show less
  • Black Hills Corporation
    Customer Service Lead
    Black Hills Corporation
    Aug 2008 - Oct 2010 (2 years 3 months)
    Provided direct support to a team of 15 contact center agents, acting in an assistant supervisor role. Mentored and coached a team. Conducted performance reviews to improve customer satisfaction rates. Helped confirm compliance with state public utility commission requirements. Partnered with union represented associates while being outside of the union in a management role to ensure collaboration between frontline and management staff. Trained associates on system usage and call soft-skill coaching. Participated in call QA observations and documentation for associate reviews. Show less
  • Black Hills Energy
    Customer Service Associate
    Black Hills Energy
    Aug 2004 - Aug 2008 (4 years 1 month)
    Provided phone support to utility customers across seven states. Obtained the Expert title, which was the highest union level position available prior to moving into management.
Education verified_user 0% verified
  • S
    Southeast Community College-Milford — Associate’s Degree, Heating, Ventilation, Air Conditioning and Refrigeration Engin
    Southeast Community College-Milford
    Jan 1999 - Dec 2000 (2 years)
  • S
    Southern High School
    Southern High School
    Jan 1995 - Dec 1998 (4 years)
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