Engineer Customer Service
Resume:
MARK Y. TURNER
***** *** ******* **, *********, VA 20197
*****@*****.***
Senior Test Engineer experienced in the full life-cycle of voice, system,
and data testing. Serving as lead on multiple waterfall & agile projects, I
have extensive hands-on experience developing, writing and running test
cases, testing new products against client systems, and conducting
integration and interoperability tests to ensure full functionality of
products once they have been introduced into the client's system. I have
served in various leadership positions, and I am valued by colleagues as a
dynamic and collaborative team player. Among my strengths are outstanding
written and oral communications skills, leadership abilities, deep
experience in testing and technical knowledge of the field.
Experience: TIME WARNER CABLE
HERNDON, VA
May 12-May 13 Resolvit Contractor: Senior Test Engineer
Test Lead for Time Warner Cable's web-based, PHP scripted,
Budget Outlook and Analysis Tool (BOAT). Responsible for
the full testing lifecycle, developing a comprehensive test
strategy for web services testing, as well as detailed test
plans and cases via HP ALM/Quality Center. Used my
understanding of business and functional requirements to
assess system impact and suggest ways to mitigate risk when
issues were encountered. Eventrak (BMC Remedy) was used
throughout the testing cycle to clearly describe and
document problems found during testing. Also, responsible
for performing system analysis of applications to derive
quality assurance test plans, and design and implement test
strategies and procedures for Internet server-server and
server/client systems solutions. Since joining TWC,
production defects have declined by 67%.
VERIZON INC.
ASHBURN, VA
May 05- Sept 11 Senior Test Engineer
Served as Test Lead, responsible for the development (in
Quality Center) and execution of test plans, SQL scripts,
test cases and conclusions to verify the functionality and
integrity of Verizon GNS and Verizon Business network and
provisioning systems. Provided development, unit,
regression, end to end, protocol and system integration
testing of new and existing voice, data, and provisioning
systems, including the integration of GNS and former MCI
systems, UNIX and Windows based (BGW, F&E, PC, VDDS, SNM).
Also, provided support, training, and testing of upgrades
and installations into the Verizon production environment.
VERIZON INC.
ARLINGTON, VA
Feb 04-May05 Volt Contractor: System Integration Voice Tester
Responsible for the creation (in Test Director) and
execution of test plans, scripting, and test cases for
Verizon GNI's voice network's provisioning (Dial-1, ATF,
FNR, PTFS), call flow, and billing systems. Performed new-
feature, system integration, protocol, and regression
testing on upgrades to existing provisioning UNIX based
systems (Actiview-OM, ESM, NVAM), trouble management
systems (Remedy TMS), billing and report systems (Billdats,
INSTATS), network elements (5ESS, DMS-Succession, SONUS,
STP/SCP, USAN) and confirmed their compatibility with
Verizon's existing provisioning and voice networks. Also,
responsible for sanity testing following the installation
of new services into Verizon's production networks.
NORTHROP GRUMMAN IT FALLS CHURCH,
VA
May 02-Feb 04 Government Solutions Business Development Project:
Technical Proposal Writer
Responsible for the publishing and production of quality
proposals for Northrop Grumman Government Solutions.
Provide proposal preparation from first drafts through
delivery to client including personnel resume development,
past performance documentation and technical personnel
oversight. Responsible for configuration management and
version control as well as analyzing RFP requirements and
developing styles and templates, ensuring that the proposal
is formatted to RFP specifications.
Nov 01- April 02 VHA Strategic IT Infrastructure Project:
Telecommunications Engineer
Worked with the team's Network Engineers, with a focus on
the Veterans Health Administration's voice and video
communications capability and standards. Responsible for
the acquisition of information via interviews, site visits
and documentation review, to determine and document the
status of the VHA's voice and video networks relative to
their new Enterprise Architecture. Establish and execute a
plan to upgrade the VHA's networks and provide assessment
on the recommended implementations.
VERISIGN INC. HERNDON,
VA
July 01- Sept 01 TEKSystems Contractor: Lead Test Engineer
Lead Test Engineer for Verisign Venture Group's Global
Voice Registry project. Responsible for test plan
development and execution, to ensure that all functional
and performance requirements of Verisign's new Voice Dial
IVR system are met. The testing program involves the
testing of multiple integration cycles and protocol
testing, designed to verify the compatibility of Oracle
Database Systems, Automatic Speech Recognition servers,
Text to Speech Servers with Nortel and Lucent wireless
switches. Test elements include: Nortel DMS-MTX, Lucent
5ESS, Nuance ASR Engine, L&H Text to Speech Engine.
VERIZON GLOBAL NETWORKS INC.
ARLINGTON, VA
Jan 00-June 01 Computer Management Services Contractor: System
Integration Voice Tester
Voice Integration Tester for Verizon's new long distance
company. Responsible for the development and execution of
test plans and test cases to verify the functionality and
integrity of Verizon GNI's voice network, SS7, LNP &
billing systems. Worked with vendors (Lucent, USAN, Eagle)
to install and test new network elements, system upgrades
and their compatibility with Verizon's existing network.
Duties also included building call generator scripts as
well as using HP's protocol analyzer to test network
elements which included: Lucent's 5ESS, VCDX, SMS, RTCD,
Billdats, Connect-Vu, INSTATS, TDM, CDRSS, CSN & SCP.
Tekelec EAGLE: STP. USAN: Pre/Post Paid IVR Platform.
TITAN: 5500, 532L.
CISCO SYSTEMS INC.
HERNDON,VA
Aug 99-Dec 99 NORREL Information Services Contractor: System Test
Engineer
System Tester for CiscoSystems Bugatti-Turbo Voice over ATM
project. Developed and executed test plans and test cases,
to verify that MML commands and Fail-Over procedures met
required specifications, prior to release to customer.
Assisted customer with the installation of the system and
analyzation of their test plans. Test execution required
use of INET simulator, Cisco 2600 Routers, Sun Netras and
ATM Voice Multiplexer.
CONCERT INC. RESTON,
VA
Feb 99-July 99 AEROTEK Contractor: System & Network Test Engineer
Member of Concert's System & Network Verification Test
team. Responsible for the development and execution of
test plans, cases and procedures for new products on
Concert's voice network. Tests require products meet
required specifications, perform at specified capacities
and integrate into Concert's network without disrupting
existing services. Execution required the use of Prosser
Martinet test tool in order to verify proper utilization of
Ericsson's INAP+, AT&T TCAP and MTP layers of SS7 protocol.
July 98-Jan 99 AMERICAN MOBILE SATELLITE COMMUNICATIONS RESTON, VA
AEROTEK Contractor: System Test Engineer
System Test Engineer for AMSC's Communications Ground
Segment. Developed and
executed detailed test plans and procedures to accomplish
full integrated system tests on
AMSC's VAX/VMS, DMS-MTX, SS7 protocols and UNIX systems.
Lead planner and tester for AMSC's Y2K CGS system test.
Execution required backup and installation of software,
utilization of WinRunner and Compuware test tools, as well
as the development of SQL queries and UNIX scripts to aid
in the reporting of system anomalies.
AT&T
HERNDON,VA
March 98-July 98 IMI Systems Contractor: Software Test Engineer & Planner
Developed and executed Integrated System Test plans for
AT&T's High End systems.
Verified and validated system upgrades through end to end
system testing. Assisted in operational system design
reviews and determined Integrated System Test feasibility
of new projects. Used HP-UX workstations in an AT&T UNIX
environment on a C++ application using imbedded SQL in an
ORACLE database.
PEROT SYSTEMS
RESTON, VA
April 97-March 98 Winstar Communications Project: Operational
Readiness Testing-City Tester
Prepared and initiated User Acceptance (UAT) test scripts
to determine the operational readiness of Winstar's local
and long distance services. Provided analysis of local
and long distance processes for: ordering, operator
services, customer service, LNP and billing. Developed and
executed call scripts to test capabilities of Lucent 5ESS
switch.
October 96-April 97 AT&T Project: Software Test Engineer
Member of AT&T Integrated System Testing Team with the
following responsibilities: Test AT&T's High End
provisioning system and its functions through end-to-end
system analysis.
Use HP-UX workstations in an AT&T UNIX environment on a C++
application using imbedded SQL in an ORACLE database.
Verify and validate system upgrades in accordance with AT&T
system and module specifications.
CABLE & WIRELESS INCORPORATED
VIENNA, VA
March 95-October 96 Senior Switched Services Analyst
Troubleshoot customer problems over CWI switched network.
(IE: recordings, accessing and transmission problems).
Troubleshoot dedicated customer T1 problems. Work with CWI
site technicians on tandem & end office LEC problems. Work
with other long distance carriers (IE:MCI,Sprint) to
correct problems with traffic sent over their networks.
Assist Network Traffic Engineers in analyzing traffic
problems over CWI network. Serve as escalation point for
Customer Service, switched analysts & sales
representatives. Analyze trends in trouble reports to
improve efficiency within Switched Services. Managed nine
analysts in Switched Services.
GTE INCORPORATED
WOODBRIDGE, VA
October 92-March 95 Customer Service Technician
Operate mainframe application programs to retrieve and
complete service orders, assign equipment, distribute
services, assign trouble tickets and dispatch site
technicians. Train other employees on new applications and
processes. Construct and maintain records for terminals
and cable equipment. Adapted obsolete computer application
procedures to new system. Analyzed records for transfer
and upload to new systems. Lead member of Communications
Committee made up of craft employee and upper GTE
management to resolve recurring problems and enhance
business processes.
June 90-October 92 Customer Service Representative
Served as principal customer interface. Received and
programmed service change orders for customers. Assisted
in monthly billing by providing change order input and
service use verification. Coordinated service connections
and termination, organized and updated billing and
service records. Processed uncollectable checks and
conducted activities associated with bad payments to
include disconnection of services.
SYSTEM SKILLS Strong user with proprietary mainframe applications, SS7,
Lucent 5ESS, Lucent VCDX, Lucent SMS/ESM, Lucent RTCD,
Lucent SCP, Lucent CSN, Lucent Actiview-OM/UMT, Lucent
NVAM, Billdats, TDM, Remedy TMS, INSTATS, CDRSS, Connect-
Vu, Eagle STP, USAN IVR Call Platform, HP Internet Advisor
(Protocol Analyzer), Hammer Call Generator, Ameritec Call
Generator, Nortel DMS-250, DMS-Succession, DMS-MTX,
Ericsson AXE 10, Nuance ASR Engine, L&H Text To Speech
Engine, Scripting, VAX/VMS, SONUS, Compuware Test Tools,
WinRunner, TestDirector, BMC Remedy, HP ALM/Quality Center,
Prosser Martinet, INET Simulator, SUN Netras, PHP, HTML,
UNIX, SQL and ORACLE.
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