I an Serna

**** ********* **. ******, ** *****

Cell Phone 832-***-****

abhd0d@r.postjobfree.com

PROFESSIONAL SUM MARY

Dependable, dedicated, seasoned IT/QA Tester with extensive manual game testing

(FPS/MMO/RTS) experience; call center and customer service knowledge.

E xperience with JIRA bug writ ing skills and non-standard, test-to-break testing.

RE LATED SKILLS

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• •

JIRA Photoshop

• •

SharePoint Windows Remote Desktop

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Active Directory E-mail customer support

• •

Excel Phone customer support

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Client and Server stress testing World of Warcraft 7 top level

• Point of sale testing characters

• Time management

• Problem solving and

t roubleshooting

R ELEVANT EXPER IENCE

ContactWorks Austin, TX 2014 August – Cur rent

Call Center

Korcett Tier 1 support (Contracted) – P rovide phone support for Korcett to get

s tudents connected to their local network. Provide Mac and PC support creating

accounts, and adding MAC addresses to created accounts to provide connection th ru MAC

f il tering security. Troubleshoot devices that are not connecting to the network. Log notes

on t roubleshooting steps, and create t ickets for fur ther escalation and history of calls.

R enew Data Corp. Austin, TX 2014 Ma rch – July

Full-service eDiscovery provider

Q uality Control Operator (Contracted) - Use proprietary software to check batched

documents against logged documented images for format and graphical errors. Maintain

h igh volume of checked document metrics.

E xtraction Operator (Contracted) - Log out client media from WIP to the Floor, for

extraction. Create Original Media scans for extraction. Set up new job login with Active

D irectory to begin extraction. Monitor extraction with Remote desktop login. Execute

Chain of Custody from incoming client original media. Assign Renew Data ID to each

p iece of media, and then t ransfer to storage.

Home Depot: Cedar Park, TX 2013 April - 2013 October

C ustomer Service Associate – Lumber/Building Materials

T r ion Worlds I nc. Austin, TX 2011 October - 2012 November

Video Game Developer and Publishing Company

Quality Assurance Tester - M MORTS testing. Responsible for testing M MO to be

p ublished by T r ion Worlds. Ran manual test plans and entered bugs found in J IRA.

Summited ideas for U I design, User interface testing, Point of sale “Online Store”

t ransaction testing. Updated test plans and wiki pages used by test team. Handled

most “test-to-break” stress testing in client and server. Used FRAPS and WM M for

v ideo bug evidence. Testing on PC.

Projects: E nd of Nations, Defiance, Warface.

Point Serve co. Austin, TX 2011 July - 2011 September

Java Software Developer Company

I T/Help Desk (Contracted) - C reating and responding too Help Desk t ickets in JIRA.

M aintaining and keeping inventory of two Data Centers, on and offsite. Ordering

replacement parts for Desktops, and data servers. Repair/Replacing hardware and

software. Creating UPS schematics for Data Center.

S tudio Movie Grill Houston, TX 2009 Ma rch - 2011 June

Server/Bartender

Activision Blizzard Los Angeles, CA 2008 August – November

Video Game Developer and Publishing Company

Customer Service (Contracted) - R esponsible for customer support for Activision

G ames, LucasArts (European Support), knowledge of PC, and gaming consoles,

d ata ent ry, technical support e-mail w r iting, phone-based technical support.

Quality Assurance Tester (Contracted) - Responsible for testing new games to be

p ublished by Activision, mandatory overtime, responsible for entering and t racking bugs,

repetitive tasking, observation skills, creative thinking, and descriptive data entry. Testing

on PC, PS2, PS3, Xbox 360.

Projects: James Bond Quantum of Solace, Call of Duty World at War, Spiderman Web of

Shadows

EDUCAT ION

Texas School of Bartenders Houston, TX

2003

TEXAS A&M Corpus Christi, Corpus Christi, TX

Course work toward BA 1999-2001

Jornalism

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