Glen  Graham

Sacramento, CA    ·   (916) 366-8969 



Savvy, results-oriented business and software quality analyst with 20 years experience in the industry.  Broad background in data modeling, risk analysis, documenting business requirements, software development and ITIL. Experience includes HP Quality Center, testing SOA, Perl, Java and Oracle applications, and documenting gaps in data and programming design. Excellent written and verbal skills.



Health Net Federal Services                                                                             Rancho Cordova, CA

5/2010 – Present:  Senior Business Analyst (contractor)

·      Defining the business and functional requirements to implement NIST Level 2 secure website identity management and user provisioning for the TRICARE North T-3 Contract

·      Integration with DMDC (US Defense Manpower Data Center) to utilize DS Logon for secure validation of DoD-supplied credentials for military personnel and DoD employees to support Single Sign-on in a Federated environment, utilizing Day CQ5 Web Content Management system

·      Develop whitepapers to outline business requirements and associated proposed solutions for government and internal approval

·      Create wireframes and use cases for usability review, business approval and development

·      Ensure all facets of the project comply with various security requirements such DIACAP certification, HIPAA, and internal privacy policies such as access to PII and PHI

·      Previous project entailed defining and designing a web-based tool to determine a beneficiary’s prior authorization or referral requirements, and benefit coverage based on various factors such as place of service, plan type and CPT code.  Functionality of this solution was designed to leverage the capabilities of Day CQ5 WCMS to expedite implementation and maintenance

·      Projects developed under the waterfall and agile SDLC processes


California ISO                                                                                                                 Folsom, CA

2/2008 – 9/2009:  Software Release Manager (contractor)

·      Managed software release program for the multi-year MRTU program until it went live 4/2009

·      Defined, documented and implemented ITIL Release Management program for the entire company utilizing processes established for the MRTU program

·      Created process diagrams to establish the new Change and Release Management roles

·      Negotiated SLA’s with all departments to ensure new processes fit their business needs

·      Mitigated defects from HP Quality Center with Perforce changes and scheduled releases

·      Scheduled deployment tasks amongst Unix, Oracle, Windows and Actuate administrators

·      Analyzed Tripwire reports to correlate alerts with approved changes and releases

·      Migrated MRTU releases from home-grown tool handling 300 changes per month, to BMC Remedy (ITSM v5) handling a peak of over 500 changes per month across 9 environments.

·      Facilitated daily meetings to review software changes, release schedules and environment use to determine staffing resources for the next 24 hours

·      Coordinated system-wide software upgrade installations during WDSL updates to minimize downtime, factoring in data flow and frequency over the SOA layer

·      Provided backup for Change and Configuration Managers

·      Piloted BladeLogic for software releases

·      Coordinated releases and resources for shifts spanning 16 hrs/day, 7 days/week

3/2007 – 12/2007:  Software Quality Analyst (contractor)

·      Created complex use cases to test all aspects related to Operational Testing on MRTU applications under development using Mercury Quality Center

·      Diagramed data flow from the MRTU applications communicating across the SOA layer to determine bottlenecks and establish sufficient redundancy

·      Hardware platforms included standalone, clustered and blade servers

·      Developed test plans from the use cases to simulate every type of hardware failure in order to validate backup/restore/failover processes

·      Wrote use cases, test plans and performed QA validation of HP Openview, BMC Remedy v7 and BladeLogic rollouts, as well as other internal applications such as budget tools and automated reports


DST Output (a division of DST Systems)                                                           El Dorado Hills, CA

2005 – 3/2007:  Senior Software Quality / Business Analyst, Client Systems

·      Met with clients to determine their needs and help establish mutual expectations prior to contract negotiations

·      Documented client’s business requirements in order to develop application design and rules

·      Participated in software architecture meetings to prototype the design of the independent components that make up the custom application for the client

·      Diagramed data flow from client transmission, through our applications to the print floor

·      Analyzed upgrade projects to determine complexity, time and resources needed

·      Ensured client projects complied with our corporate Software Development Life Cycle (both incremental and waterfall models, depending on the project)

·      Created uses cases to review with team and client prior to developing test plan and cases

·      Troubleshoot failed software runs to determine cause (data, code, connectivity) to assign to appropriate resources for resolution or emergency workaround due to contract time constraints

·      Performed risk analysis for scheduling defect resolution

·      Interviewed and trained new QA’s and developers

·      Led multiple QA’s on large software development projects for new, high-visibility clients

·      Represented department in company-wide strategic planning projects

2000 - 2005:  Software Quality Analyst I  /  Software Quality Analyst II, Client Systems

·      Wrote use cases, developed and performed test plans; wrote custom test data to verify software upgrades

·      Performed both Black and White Box testing; debugged software (Java, Perl, C, XML schema, etc)

·      Piloted new software development project using Exstream Dialogue (testing & debugging)

·      Pilot tested new processes to evaluate benefit, such as adapting client’s unique data into XML schema that could utilize SOA library applications to process and format it for printing and billing

·      Provided 24-hour on call support for projects & researched software quality issues

·      Developed custom automation QA scripts, procedures and processes for department

·      Managed QA testing phase to ensure client expectations and postal regulations had been met

·      Performed code management tasks in Clearcase, including version control, compiling and setup

·      Developed often unique solutions to meet complex needs of clients’ statements

·      Determined ideal disaster recovery solution to fit client’s needs

·      Clients included banks, investment, securities, brokerages, utilities & long distance companies



3/98 – 12/99    Hewlett-Packard                                                                                   Roseville, CA

Network Peripheral Solutions Division (consultant via Kelly Technical Services)

Year 2000 Test Strategy and Design

·      Managed testing team and provide technical support during Year-2000 application testing phase

·      Developed SQL queries for integration with Acumate software and testing of Oracle databases

·      Assisted application developers integrating Y2K upgrades into code

·      Determined application priorities, enabling efficient scheduling of test resources

·      Coordinated application usability testing for replacement applications, determined technical feasibility and assisted with division-wide application implementation

·      Analyzed legacy applications to identify Y2K issues or general bugs & find solutions



6/94 – 1/98      Intel Corporation                                                                                    Folsom, CA

Systems Analyst, Field Sales Organization

Client-Server & Remote Access Specialist

·      Designed, set up and maintained ISDN Remote Access connectivity for >100 home office locations throughout North and South America, based on Gandalf, Jetstream, and US Robotics technology

·      Designed and implemented automated notebook and desktop software loads for sales personnel

·      Provided 24-hour 3rd level support to field sales personnel worldwide on all client-related software and hardware, and the ISDN remote access network

·      Interviewed, hired and managed contractors

·      Managed technical teams responsible for installing standard software loads during worldwide conferences and training sessions, including Mexico, Canada, Hong Kong, Brazil and China

·      Arranged pre-event network connectivity, hardware transport, delivery, setup and configuration

·      Administered Windows NT, Lotus Notes, Novell and Banyan Vines servers

·      Evaluated new technology and recommended hardware purchases for all client-related equipment, including notebooks, desktops, modems, xDSL and VPN, wireless remote access and encryption

·      Set up & maintained dialup RAS connectivity solution for over 800 field sales users based on NT Remote Access Server and Security Dynamics (SecureID)

·      Provided on-site training to field sales personnel worldwide on new equipment and software



PREVIOUS JOB EXPERIENCE:  8/90 – 5/94 (available upon request)

IBM Rochester, IBM Austin, University of Texas at Austin, National Center For Farmworker Health




     The University of Texas at Austin                    B.Sc. Computer Sciences, May 1994

     King Edward VI (British High School)             Norwich, England.  10 'O', 2 'AO' and 2 'A' Levels



REFERENCES:  On my LinkedIn profile, and available upon request.



SKILLS (Detail):

·      Processes: Release Management, Change Management, Configuration Management, ITIL v3, Black & White Box testing, SOA development, Waterfall, Iterative & Agile SDLC, risk management, disaster recovery, project management, resource (time and money) management

·      Operating Environments: Windows 7, XP Professional, 2003, 2000, NT, UNIX (AIX 5.3, 4.3, Solaris, Linux), OS/2, DOS, OS/400, Apple OS 6-X

·      Languages: HTML, Java, XML, SQL, Pascal, C++, Perl, FORTRAN, Assembly Language, COBOL, IBM PL/MI, Windows & DOS scripting

·      Hardware: Laptops & peripherals (docking stations, PCMCIA, PDA’s, etc), servers & desktops at the component level (motherboards, CPU’s, PSU’s, disks, cabling, network & cards) & printers

·      Networks: TCP/IP (wired, wireless & encrypted), Windows XP/2000, UNIX, OS/2, Banyan Vines, Novell Netware, LANtastic & Appletalk

·      Connectivity: TCP/IP, DSL, VPN, 10/100/1000 mbit switches (incl. jumbo frames), 802.11 a/b/g/n, Connect:Direct (NDM), firewalls, ftp, telnet, SSH & rlogin, ISDN, Gandalf ISDN, RAS via dialup, Banyan/Vines, IPX/SPX, switches, routers & hubs

·      Major Software:

Client/Server: MS Exchange, IIS, Outlook, Outlook Express, Lotus Notes, cc:Mail, POP3 and IMAP, SMTP and MIME

Database: Oracle 7 & 8, Acumate (multi-dimensional database), IBM DB2, MS Access

Administration: Tripwire, BMC Remedy, Mercury Quality Center, Perforce, BladeLogic, AnthillPro, Clearcase, PCAnywhere, Windows Remote Terminal, Remote Task Manager

Security: HP Openview, Firewalls, Security Dynamics, Encryption, Cisco VPN, McAffee & Norton Antivirus

Web: MS FrontPage, Mozilla/Firefox/Netscape, Internet Explorer

Productivity: MS Office XP, 2003, 2007 & 2010, MS Project, Sharepoint & Visio

Specialty Software: HP Exstream Dialogue, Exact MAX ERP (Enterprise Resource Planning)

Utilities: Backup/Restore, data recovery, encryption, communications, compilers, video & audio encoding, compression, hardware & software RAID