Richard Hodges
**** **** ***** **. . ******, Texas 75237 . 469-***-**** (Cell)
*********@*****.***
Professional Summary
I have experience and proficient knowledge in web-based software
development, test, support and training while providing software that meets
timely deadlines as well as the needs of the customer. I possess good
communication, interpersonal, leadership and problem solving skills. I am a
dependable, self-motivated contributor and team player with a diverse set
of skills and experiences to offer an organization.
Skills
Excel, Word, MS Office Products, Mortgage Serv, Clear Case, Mercury
Quick, Selenium, Jira, Test Director, People Soft, Vision, PL/SQL
Developer, AS400, Cognos, UNIX scripting, XML, ORACLE Applications, E-
Commerce
Experience
Dairy.Com - Dallas, TX.
08/05-Present
Q/A IT Business System Analyst
Business Quality Assurance Analyst and Application Tester: Responsible for
performing Quality Assurance practices for Application and Software test
purposes, in addition to gathering business requirements to support the
testing activities for System, Functional, Regression, and UAT testing.
As a Quality Assurance Analyst and Application Tester, I performed the
following tasks:
Co-lead the QA team by assisting in organizing the team's work tasks,
managing testing activities, tracking testing related issues,
updating/running the automation tool and working on found defects.
. Assisted with the authoring of business requirements, functional specs
and process flow documentation for production system enhancements.
Also involved in all phases of projects from level zero estimates to
functionality testing/sign-off, and post-implementation support.
. Provided scenarios and recommendations to the business and developers
to promote efficiency and cost effective project design, development
and implementation. I also assist with the authoring of business
requirements and functional specs for applicable enhancements that may
interface with the servicing platforms.
. Developed business test scenarios and test cases designed for System,
Application, Functional, and UAT testing.
. Performed System, Functional, and Regression testing routinely on
qualified software releases.
. Performed tests (white box or black box) for functionality and user
interface, on newly developed and/or enhanced software
. Maintained life cycle tracking during project phases; Maintain
repositories for test plans, defect tracking, test procedures and
cases.
. Wrote scripts, tested, and integrated with several SAP systems and
other proprietary systems.
Worked with developers on problem areas in software designs and
business requirements and recommended resolutions to fix/found defects
and issues in regards to the software code.
. Created QA training documents, trained QA personnel and assisted them
with tasks when needed.
. Conducted quality control activities as related to software
deployment.
CitiFinancial Mortgage Company Inc., Irving, TX.
04/02 - 08/05
Q/A IT Business System Analyst
. Responsible for Motgage Serv system development in a number of various
departments including customer service, foreclosure, bankruptcy and
escrow departments.
. Liaison between internal IT developers and the business units of
various clients to ensure accurate translation of business needs into
technical design.
. Performed data mapping and validation exercises for the conversion
from CSW (customer service workstation), Loan Quest, Maestro and
Action to MortgageServ.
. Author business requirements, functional specs and process flow
documentation for system enhancements.
. Participated in GAP Analysis sessions for the conversion from old
servicing platform to MortgageServ. Provided standard QA and enhanced
functionality testing/sign-off, and post-implementation production
support.
. Manage and support resolution of system defects and initiate and
manage any projects that may arise in the process of defect
resolution.
. Knowledge of variety of concepts and procedures involving Mortgage
Serv, People Soft, Venture, SQL, RSSI and E-Commerce.
. Performed QA and UAT unit testing to insure that all business needs
and expectations are achieved.
. Providing documentation, project tracking and management reporting.
. Helped trouble-shoot business applications as added effort to preserve
the quality and reliability of the business systems.
Customer Service Supervisor
03/01 - 04/02
Responsible for providing instruction and development for 20-25-customer
service representatives at any given time, inside a call center
environment.
. Handled escalated issues to resolve customer and employee concerns.
. Gave monthly performance reviews to various levels of management and
all team members.
. Organized and scheduled weekly team meetings.
Senior Customer Service Representative
02/00 - 03/01
Provided excellent customer service to all customers by resolving billing
issues, processing payments, and answering general home loan and mortgage
questions.
. Interacted with different departments in order to resolve various
customer issues and concerns associated with individual accounts.
. Investigated and researched mortgage and title policy documents
through company imaging system.
Education
Vista Junior College, Berkeley, CA.
09/90 - 11/92
Major concentration History and World Travel