Adriana Constantopedos

Visicase is a Care Management system for NDIS and Aged Care providers

• Involving in all phases of SDLC (software development life cycle)
• Playing as a mediator or the bridge between the Technical and Business end of stakeholders
• Attending workshops with clients
• Capturing, analyzing, and clarifying Business Requirements and Design Elements
• Producing High Level Design and Detailed Design and Functional specifications documents for review and approval by clients and internal stakeholders
• Assisting to Project Manager with Project Plan preparation (estimation, resources, schedules)
• Managing about new version releases and version scope
• Monitoring process of development and managing project delivery to UAT (releases, data migrations)
• Managing risk and issues (analyzing root cause, proposing best fast solutions)
• Involving in Change Management
• Running discovery workshops and presentations
• Managing team of 6 business and system analysts (leading BA weekly meeting, assigning tasks, inspecting, and controlling progress, coaching, and mentoring)
• Working to better the Business and System Analysis function in the company by recommending, implementing, or managing improvements to business analysis work methods and tools
• Workflow modelling in Enterprise Architect
• Analyzing existing business processes to develop customized solutions to reduce costs and maximize profit
• Performing Quality Assurance Testing (Unit, SIT, UAT)
• Monitoring bug systems Mantis
• Performing user training including producing training material
• My SQL - data analysis, data entry, executing queries and fixing bugs
• Involving in Data Migration
• Internet researching - daily basis

• Defining and managing Release Management Strategy including release plans, schedule and identified resources, both within QA and Development team
• Managing STLC (creating test plans, schedules, test cases, daily reports and hands on in all testing phases (UT, SIT, UAT) including manual execution of test cases)
• Managing Testing Team of 8 across different projects
• Managing Bug tracking systems Mantis and Jira
• Reviewing and analysing Business requirements, HLDD, Functional specification and DDD documents
• Involving in SDLC (software development life cycle)
• Participating in Changed Request Management
• Executing SQL Queries and fixing database bugs
• Workflow modelling in Enterprise architect
• Managing user training
• Attending workshops, presentations, and managers' meetings
• Using internet on daily bases for researching of new testing tools, technics, etc
• Participating in Changed Request Management

• Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
• Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
• Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
• Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
• Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
• Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
• Collaborated with cross-functional teams to develop and implement effective support strategies.
• Simplified user guides and FAQ sections, making it easier for customers to find solutions independently.
• Assisted in deployment of software updates to improve system functionality and user experience.
• Resolved complex customer issues, ensuring high satisfaction rates with personalized support solutions.
• Generated reports to track performance and analyze trends.

• Redesigned SAP R3 HR module to meet customized requirements
• Analyzed current system and provided gap analyses
• Involved in implementation
• Provided user training
• Attended workshops with users