Customer Service Quality Assurance
Resume:
Walter D. King
Gunter, Texas 75058
Cell 903-***-****
************@*****.***
Telecommunications / Operations / System Test / QA Analysis / UAT Testing -
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SUMMARY OF QUALIFICATIONS
A detail-focused, results-oriented professional with experience in systems’ development, analysis
and design, documentation, testing, training and troubleshooting. A strategic thinker with technical
proficiency to effectively resolve customer issues and develop creative approaches to position an
organization for increased customer satisfaction. A self-motivated individual who has established a
reputation by effectively working with customers, offshore contractors, other company employees
and internal groups to accurately obtain and document requirements and deliver solutions that
exceed customer expectations. An experienced individual who adapts quickly to change and has
been a highly successful individual contributor, team player and a Supervisor in a fast paced
operations and production environment.
PROFESSIONAL EXPERIENCE
Bank of America- IT Analyst May 2012 to Present
• Investigate Rogue devices that attempt access to the Network and block access
via HP MAC exclusion tool. Identify network devices that are not authorized on
the network and take remedial steps to identify owner and have device removed.
This included Printers, Routers, IPads, Iphones and all related network devices.
Frontier Communications – Wholesale QA Analyst-System Test Engineer
May 2010-May 2012
• Successfully planned, tested and implemented the Verizon-Frontier West Virginia
Access Service Request (ASR) and Trouble Administration Automation and
System Integration projects utilizing the M6 MetaSolv and Synchronoss Virtual
Front End Software.
• Documented business requirements in meetings and calls with the business, IT
partners and Stakeholders.
• Developed, wrote and executed detailed test plans throughout each phase of
system testing for all new projects and business requirements including all
regression testing and change requests.
• Facilitated calls and meetings with all affected groups and departments for Test
Plan reviews and approvals.
• Wrote test case design steps for test cases in Quality Center Test Plan/Lab and
executed end to end testing, performed automated and manual test runs, and
identified and opened and managed defects in HP Quality Center/Mercury Test
Director.
• End to End testing included live and simulated CLEC/IXC ASR system integration
testing (transmit and receive) for Service Inquiry, Service Ordering, Firm Order
Commitment,(FOC) Provisioning, design, and billing complete(ICOM) of all
Special Access, Trunking, End User and Virtual Connection Circuit Orders.
• Managed system smoke testing after new code builds and patches.
• Provided direction and IT support to the Internal UAT Test Team for project
handoff of test cases, test data and new functionality/deliverables.
• Performed live demos and training for business users on new SIT applications
and functionality.
• System tested fixes on production trouble tickets and defects.
Verizon-Business– Senior Quality Assurance Analyst/UAT 2007-2010
• Team Lead for User Acceptance Testing for all System Integration projects
(software/system automation) for Order Entry, Operations, Provisioning and
Sales Systems - Subject matter expert on all legacy Circuit Order
Management Systems and business processes for MCI and Worldcom Network
platforms.
• Installed Network Circuit Orders for all Voice, Toll Free, Private Line, Frame
Relay, ATM, PIP, VOIP, Ethernet, SONET and Switched network services.
• Major contributor in the successful testing and completion of automation and
system integration efforts of the Legacy Worldcom and MCI Systems.
• Provided expert analysis and direction to business/system analysts, developers
and IT partners on business processes and proposed new process solutions to
address new functionalities being delivered to the
Business.
• Provided direction on project planning and test case creation, test data gathering
and environment set up.
• Wrote Test Case design steps and set up all project folders in HP Quality Center.
• Executed test cases and opened defects as needed.
• Worked closely with offshore Contractors and provided training to users on new
functionalities.
MCI-Verizonbusiness – Supervisor-Centralized Order Entry Hub 1996-
2006
• Managed team of 22 employees processing data and voice circuit orders for
high-end commercial and corporate customers.
• Provided expert analysis to sales/account teams on operations/engineering,
providing viable business solutions to resolve engineering issues and conflicts
with the customer.
• Handled second and third level escalations, providing 100% satisfaction to every
customer, managed and escalated trouble tickets for all internal system issues.
• Installed customer circuit orders into downstream engineering systems and
coordinated customer turn up/hot cut after engineering completion during peak
work periods.
• Submitted business requirements for system software enhancements in an effort
to fully automate all engineering and circuit order management systems, Lead
UAT tester for my department.
• Major contributor in successfully moving the business to 95% of circuit orders
being automated and reduced the number of employees in half which resulted in
a substantial savings to the company and a whole new direction for the business.
• Coached and development my employees to help prepare for career
advancement.
• Wrote and administered annual employee performance reviews.
• Assisted training department with training new products and processes.
•
Additional MCI experience
Network Routing Specialist 1994-1996
• Routed and load balanced live 800 network traffic terminating into MCI's 10
Customer Service Centers, successfully reducing the average hold time for
customers.
• Designed and built real time disaster and contingency routing plans for each call
center in the event of closure.
• Created Call Center staffing models for coverage based on historical call data.
•
Quality Assurance Analyst 1991-1994
• QA Analyst for MCI's National Quality Management Center in Dallas, Texas.
• Developed company w ide standards and processes for the Customer Service,
Operator Services and Telemarketing Business units.
• Performed live monitoring and scoring for Call Reps.
• Provided high level quality and customer satisfaction reporting to Corporate.
References available upon request
Contact this candidate