1. TAWNYIA SVAJDLENKA
10289 128th
Terrace Phone: (813) 784-3625
Largo, Florida 33773 E-mail: tsvajdlenka@gmail.com
PROFESSIONAL PROFILE
A problem-solving leader with diverse experience in large and small companies, with over 15 years of experience in IT
operations, leading teams, helpdesk management, change management, quality testing, project leadership, UAT test
development and execution, purchasing, finance, accounts payable/receivable, sales, and customer support. Experience
in both Waterfall and Agile Methodologies. Past work experience includes companies in a variety of fields including
Digital Marketing, Healthcare, Insurance, Telephony, and Finance. Talented at implementing new software, enhancing
performance and process development.
DEMONSTRATED STRENGTHS
• Analytical Thinker • Problem Solver
• Organized • Team Player
• Self Motivated • Detail Oriented
• Resourceful • Effective Communicator
PROFESSIONAL EXPERIENCE
CATALINA MARKETING, St. Petersburg, FL
November, 2014 - Present
(Catalina Marketing provides digital media solutions for the consumer packaged goods industry.)
SQA Team Lead
Responsible for leading teams to validate and verify the utilized applications in Agile environment.
• Team Lead duties include
o Review User Stories and Release Plans for clarity, testability, consistency, and attainability
o Participate in daily scrum meetings, sprint planning, backlog grooming, and sizing meetings
 5 teams, 9 applications
o Lead both onshore and offshore resources (India, Brazil, US)
o Work with UAT/UAV to facilitate user acceptance
o Work with automation team to identify, implement, and execute automated tests
o Provide weekly and monthly metrics to upper management
o Participate in Sprint Retrospectives to identify needed process changes
o Provide RCA (Root Cause Analysis) information to upper management
o Participate in interviews for prospective employees
o Create and distribute Test Progress reports to upper management
o Coordinate QA project resources across functional and end to end testing
o Provide QA Support for production releases
o Ensure standard use of Microsoft ALM / Quality Center, Test Link and Jira Tracking system
o Provide QA Approval / Sign-off
• Tools utilized
o HP ALM (Application Lifecycle Management)
o Jira

2. Tawnyia Svajdlenka, pg. 2
o TestLink
o Postman
o Putty
o SQLDeveloper
o WinSQL
o Microsoft Office
PHARMERICA , Tampa, FL
February, 2012 – November, 2014
(PharMerica Corporation is a leader in long term care pharmacy service.)
QA Analyst / Project Team Lead
Responsible for testing in house development and fixes to validate and verify the utilized applications in a Waterfall environment.
• Project Lead duties include
o Review business and functional requirements for clarity, testability, consistency, and attainability
o Provide level of effort estimates to Project Manager
o Review Development technical documentations for traceability to functional requirements
o Provide Test Plan and Test Summary documentation for projects
o Create and distribute Test Progress reports
o Coordinate QA project resources, assign QA Analyst tasks based on knowledge levels and skill sets
o Facilitate communications with the IT team members and the QA Manager
o Participate in application code hand-off from development to QA
o Ensure standard use of Microsoft Quality Center
o Schedule and conduct defect review meetings
o Performs QA test activities
 Writing test conditions, scenarios
 Writing and executing test cases
o Involved in evaluation of manual test cases for automation
o Provide QA Approval / Sign-off
• Department SharePoint Administrator,
o Page, Library, Group creation, Workflow creation
o Assigning permissions
o Content development and management.
• Created documentation of processes for training new employees.
SYKES ENTERPRISES, INC, Tampa, FL
February, 2010 - February, 2012
(SYKES is a global leader in providing customer contact management solutions and services in the business process outsourcing
arena.)
Sr. Billing Representative
Responsible for invoicing clients for services rendered on a monthly basis. Administrator of MS SharePoint for billing department.
• Assisted with billing process change project utilizing MS SharePoint and Lawson
o Writing workflows in MS SharePoint
o Testing and tracking issues

3. Tawnyia Svajdlenka, pg. 3
o Creation of training documentation
o Implementation plan for process changes
• SharePoint page administrator for multiple departments
o Page, Library, Group creation
o Assigning permissions
o Content development and management.
o User governance and site security
• Process monthly invoicing for multiple client companies including several Fortune 100 companies
o Verify information gathered from multiple sources:
 System generated (AT&T Switchdata),
 Account managers
o Verify contractual billing rates and amounts
ARTS ON 9TH, Tampa, FL
December, 2008 - September, 2009
(Arts on 9th
was a privately owned non-profit art center that included theater and gallery space. Providing the art community with a
venue for the production and exhibition of visual and performance arts.)
Operations Manager/Treasurer
Managed the overall day-to-day operations of a working art center and all bookkeeping, A/P, A/R.
• Handle the creation of marketing materials for events held in the Skylight Theater and Gallery.
• Manage the inventory of artwork received and sold for display in the Skylight Gallery.
• Manage purchasing and inventory of merchandise sold in Arts on 9th
Artist Supply Store
• Manage the financials of the corporation including Accounts Receivable and Accounts Payable.
SAGE HEALTHCARE, Tampa, FL
April, 2004 – December, 2008
(Sage Healthcare provides software to medical practices giving clients a 360-degree view of their medical practice; from
appointment scheduling to clinical workflow; from payer billing to business intelligence.)
IS Helpdesk Manager
Purchasing Manager
Change Control Manager
Successfully managed team of 4 helpdesk technicians, 3 purchasing representatives, and 1 change management representative to
support 2,000 end-users both locally and remote.
• Easily adapt to new methodologies: Implemented ITIL methodology to revamp helpdesk from a dispatch model to a service
desk model.
• Revamped purchasing department procedures from an on demand ordering method to an inventory model, decreasing the
deployment time from 10 days to 3 days. Developed MS SharePoint inventory site for real time inventory reporting and
verification, which prevented purchasing of duplicated assets.
• Created purchasing reporting and tracking procedures for verification and tracking of equipment orders from request, PO
creation, ordering, and receipt through invoice payment.
• Vendor contact for Microsoft for annual true up of licensing for internal clients
• Negotiated new hardware specifications and requirements with vendors to get best pricing and product required by internal
clients (IE: IBM/Lenovo, Epson)
• Created process for tracking and maintaining software license database (IE software version / userid)
• Single point of contact for all user notification in regards to outages, implementation, software deployment, and change
management, with 24/7 availability

4. Tawnyia Svajdlenka, pg. 4
• Created, managed, and documented change management process, including request of change, acquiring approvals, scheduling
and communications of approved changes, and documentation of completed changes including the creation of request for
changed forms, and standardizing user notification.
• Acted as project lead for policy and procedure creation, working with all business units to develop processes including but not
limited to: Service Level Agreements (SLA’s), on-boarding, termination processes, equipment redeployment processes.
• Consolidated and standardize documentation into online knowledge base to improve ticket routing and decrease resolution time.
• Responsible for creating documentation and training materials for enterprise applications utilized by helpdesk personnel and
end-users, including documentation for Siebel, Microsoft Outlook, MS Office (Excel, Word, etc.) and various proprietary
applications.
• Created metrics and reporting for IT Operations that became the basis for entire IT staff, utilized for reporting to the company
executive team, including reports on network, servers, application, and telephony availability.
• Managed all helpdesk-related process changes prior to integration with parent company (Sage North America), which passed
SOX audit.
• Created test documentation for Helpdesk system prior to implementing changes.
• Created database for tracking and verification of software licensing to prevent excess spend and maintain license compliancy.
• Created purchasing reporting and tracking procedures for verification and tracking of equipment orders from request, PO
creation, ordering, and receipt through invoice payment.
• Created Siebel Helpdesk to assist, train, and document all Siebel functionality for enterprise deployment of the Siebel CRM.
Including creation of Siebel support documentation for the Helpdesk and Training departments.
• Supported systems including Siebel, Oracle, MS SharePoint, Microsoft Office Products (Word, Excel, PowerPoint) Microsoft
Outlook, Rightfax, among others.
AVAYA, Tampa, FL
September, 2001 – April, 2004
(Avaya is a global leader in communication systems, applications, and services.)
Client Care Team Lead
Sr. Business/IT Liaison
Account Executive – Asset Recovery Specialist
Client Service Representative
Accounts Receivable Specialist
During tenure worked in finance, sales, and customer support. Duties included supervision of 19 customer service representatives,
including service level monitoring, monitoring incoming call queue for proper staffing, real time scheduling and maintenance of
service levels. Handled client customer service calls regarding installation issues, processing equipment orders and returns,
maintenance orders, billing problems and served as initial contact for sales department.
• Responsible for escalated client calls resolving issues to the satisfaction of the client and the company.
• Duties included working with IT department to design and implement test cases for system changes and schedule
implementation to minimize impact to business operations.
• Provide service level reporting to upper management.
RAYMOND JAMES FINANCIAL SERVICES, St. Petersburg, FL
June, 2000 – September, 2001
(Raymond James is a diversified financial services holding company with subsidiaries engaged primarily in investment and financial
planning, in addition to investment banking and asset management.)
Technology Billing Specialist
Accounts payable position responsible for insuring payment to vendors for technology equipment, including Amherst, IBM, and
Dell. Responsible for preparing invoices for payment, including checking for correct pricing and order verification. Duties included
assigning general ledger codes to ensure correct department charges.
• Designated as vendor contact to resolve invoice/payment disputes. Responsible for auditing vendor invoices and inventory for
discrepancies.
• Designed and created database for use by accounts payable and purchasing to keep track of inventoried items.

5. Tawnyia Svajdlenka, pg. 5
AETNA US HEALTHCARE, Tampa, FL
September, 1998 – June, 2000
(Aetna is one of the nation's leading diversified health care benefits companies, serving members with information and
resources to help them make better-informed decisions about their health care.)
Cash Control
Accounts Receivable Specialist
Responsibilities included receipt of checks and wires through Aetna’s bank for posting to client accounts, reconciling monthly billing
for large and small company’s healthcare plans, including 5 national accounts and 2,000 small accounts. Verified membership,
coverage types, and check applications to company accounts. Assisted with Department of Insurance (DOI) information and research
requests. Answered incoming customer service calls for groups with questions or problems with their insurance coverage. Also
reported workloads, amounts collected and monitoring of productivity for the team.
ATLANTIC / LUCENT TECHNOLOGIES, Brandon, FL
October, 1995 – September, 1998
(Atlantic/Lucent Technologies was a technology company selling client phone systems and maintenance, now part of Avaya, Inc.)
Lease Processor
Business / IT Liaison
Accounts Receivable Back-Up
Billing Representative
Responsibilities included ordering and billing of client for telephone system orders. Received and ordered phone system orders from
sales representatives, including verifying all documentation was received and correct. Billed orders after verification of installation
and sent invoices to clients or credit companies to insure payment of orders. Processed lease information to get credit approval and
payment from leasing companies for client’s orders.
• Served as back up to accounts receivable representative to post payments to client accounts, prepare, reconcile, and make daily
bank deposit. Balanced financial reports and tracked aging reports, ensuring the company received timely payment of invoices
from credit leasing companies.
• Re-designed department from one processor per city office to regional teams to speed processes and better utilize headcount.
• Liaison between IT Software Development and business to verify changes to the system and the timing of implementations
would not impact business processes and schedules.
CERTIFICATIONS
Certified Helpdesk Manger, www.thinkhdi.com
ITIL Foundations Certification, www.itil.co.uk
Webskills & Marketing Certification, University of South Florida
EDUCATION
Patricia Stevens College, Milwaukee, WI

6. Tawnyia Svajdlenka, pg. 5
AETNA US HEALTHCARE, Tampa, FL
September, 1998 – June, 2000
(Aetna is one of the nation's leading diversified health care benefits companies, serving members with information and
resources to help them make better-informed decisions about their health care.)
Cash Control
Accounts Receivable Specialist
Responsibilities included receipt of checks and wires through Aetna’s bank for posting to client accounts, reconciling monthly billing
for large and small company’s healthcare plans, including 5 national accounts and 2,000 small accounts. Verified membership,
coverage types, and check applications to company accounts. Assisted with Department of Insurance (DOI) information and research
requests. Answered incoming customer service calls for groups with questions or problems with their insurance coverage. Also
reported workloads, amounts collected and monitoring of productivity for the team.
ATLANTIC / LUCENT TECHNOLOGIES, Brandon, FL
October, 1995 – September, 1998
(Atlantic/Lucent Technologies was a technology company selling client phone systems and maintenance, now part of Avaya, Inc.)
Lease Processor
Business / IT Liaison
Accounts Receivable Back-Up
Billing Representative
Responsibilities included ordering and billing of client for telephone system orders. Received and ordered phone system orders from
sales representatives, including verifying all documentation was received and correct. Billed orders after verification of installation
and sent invoices to clients or credit companies to insure payment of orders. Processed lease information to get credit approval and
payment from leasing companies for client’s orders.
• Served as back up to accounts receivable representative to post payments to client accounts, prepare, reconcile, and make daily
bank deposit. Balanced financial reports and tracked aging reports, ensuring the company received timely payment of invoices
from credit leasing companies.
• Re-designed department from one processor per city office to regional teams to speed processes and better utilize headcount.
• Liaison between IT Software Development and business to verify changes to the system and the timing of implementations
would not impact business processes and schedules.
CERTIFICATIONS
Certified Helpdesk Manger, www.thinkhdi.com
ITIL Foundations Certification, www.itil.co.uk
Webskills & Marketing Certification, University of South Florida
EDUCATION
Patricia Stevens College, Milwaukee, WI