Customer Service Quality Assurance

Summary of Qualifications:

• Versatile professional with broad experience in quality assurance, system test, data analysis, and software development.

• Worked as a data architect, defect management, and equipment support in AT&T Uverse end-to-end test environment.

• Worked in a production support, oncall environment with rotational night and weekend availability.

• Experienced in software configuration, change control, and release management.

• Quick learner, excellent team player, with strong oral and written communication skills.

Selected Achievements:

• Developed two comprehensive System Test Plan documents that consist of over 70 functional project requirements. The documents were used by end-to-end testers to create specific test scenarios.

• Presented the System Test Plan documents to over 30 impacted applications from AT&T and outside vendors on the Project Information Forum to get the test plans approved.

• Created test data for over 200 test scenarios per release to test the Uverse Ordering process.

• Supported integration testing by executed test scripts and ran more than 20 test cases daily.

• Prepared and executed integration test plans and worked closely with clients to communicate testing status and negotiating resolutions of outstanding issues.

• Successfully converted more than 70 MarkIV programs into SAS programming language after only 1 week of SAS training.

• Maintained a master file of 25+ million records for all service orders of customer accounts. Provided ongoing maintenance, enhancements, and production support of 100+ COBOL and SAS programs.

• Implemented four area codes splits projects in California which were the first statewide splits involving deviations and validation in two data centers.

Technical Skills:

• Programming Languages:Cold Fusion, Java, HTML, SQL, COBOL, SAS, JCL, MarkIV.

• Databases: Oracle, DB2, IMS, VSAM.

• Tools: TOAD, Weblogic, MS Office, Quality Center, FTP, Xpediter.

• Platforms: Windows, Unix, MVS, TSO/ISPF.

Professional History:

Senior Analyst - QA AT&T IT Center, San Ramon, CA, 8/2008 – 1/2012

• Worked as a QA/data architect for Test Data Oversight and Coordination (TDOC), an AT&T Uverse end-to-end testing application.

• Worked closely with planning teams to define data and equipment requirements based on test scenario descriptions.

• Responsible for monitor requests and provided immediate support to test data and equipment needs from several different test teams.

• Kept track of inventory to make sure test data and equipments were always available for fulfillment.

• Performed cleanup on test data and equipments for re-uses.

• Provided defect support during working hours as well off hours and weekends.

• Used several different tools to complete the tasks, such as:

- Test Data Warehouse (TDW) to query tables for data.

- TL-EMS to allocate equipments from AT&T Lab.

- Equifax to verify customer’s credit risk.

- Telegence to build mobility accounts.

- BBNMS, Granite, G2, SDP, MPS, UC/DCL to perform cleanups and validations.

- Quality Center to provide defect support.

Senior Analyst - QA AT&T IT Center, San Ramon, CA, 7/2007 – 8/2008

• Worked as a test planner/QA for Global Computing Platform (GCP), a GUI web services application.

• Created test plan, test cases, and performed test execution during system and integration tests.

• Searched Oracle database for test data.

• Debugged developer’s Java codes during testing.

• Performed version control, built and deployed codes to different test environments and production.

• Used Oracle, TOAD, SQL, Weblogic, Java, Cold Fusion, UNIX.

Senior Analyst - Developer AT&T IT Center, San Ramon, CA, 8/2006 – 7/2007

• Worked as a developer for Wholesale Finance Operations (WFO), a batch reporting application.

• Converted COBOL written reports into SAS.

• Updated old SAS programs to newer version and standard.

• Migrated SAS programs to production environment.

• Provided technical support to others on the project.

• Used COBOL, SAS, JCL, DB2, SQL, TSO/ISPF, Changeman.

Analyst - Developer AT&T IT Center, San Ramon, CA, 5/1997 – 8/2006

• Worked as a developer for SORD Reports, a batch/online mainframe application of AT&T service orders.

• Worked in a full Software Development Life Cycle (SDLC), including analysis, design, coding, test, implementation, support, and maintenance.

• Created and maintained well over 100 operational reports of the service orders.

• Transferred production data as a feed to other applications.

• During the MarkIV Elimination project, took 1 week of SAS training, and successfully converted more than 70 MarkIV programs into SAS programming language.

• Used COBOL, MarkIV, SAS, JCL, DB2, SQL, TSO/ISPF, Xpediter, FileAid, Syncsort, NDM, FTP.

Manager/Technical Support AT&T Billing Center, San Francisco, CA, 11/1995 - 5/1997

• Employed by Andersen Consulting, assigned to work at Pacific Bell’s Interim Input System (IIS), a GUI Client/Server application developed by Andersen Consulting to establish the billing account information for Pacific Bell customers.

• Managed and provide technical support for a group of more than 8 customer service reps to create custom contracts for high-volume customers.

• Frequently created billing reports per users’ request against production DB2 tables using SQL.

• Used Visual Basic, C++, UNIX, Oracle, DB2, SQL.

Education:

• Bachelor of Science, Computer Science, California State University of Hayward, CA.

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