Quality Assurance Customer Service

*** *** *** *****

Chanhassen, MN *****

952-***-**** cell

TAMIN M CARLSON *****@*****.***

Results oriented Information Technology team player with great versatility.

advancement based on consistently strong performance in leadershi

support positions in widely varied technology projects. Combines

QUALIFICATIONS SUMMARY

planning, organizational, communication, problem solving and decision m

skills with the ability to independently plan and direct projects and ma

deadlines. Innovative, creative and versatile, excelling at successfully att

corporate objectives and building positive trust relationships with manage

teammates and customers.

CAREER

RESPONSIBILITIES

QA Testing Author Project Management Mgt/End User Liaison

Sarbanes Oxley Security End User Training Policy Development

Auditing Customer Service Scheduler

Staff Training/mentoring Web Design Technical Writer

Requirements Gathering

EXPERIENCE:

OLD REPUBLIC NATIONAL TITLE INSURANCE COMPANY 2010- CURRENT

Quality Assurance Analyst / Interim Test Lead

CSTP-M Certified Software Test Professional - Master Level, increasing software testing

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proficiency and skills.

Removal of duplicate and contradictory change requests resulting in the savings of hundreds of

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hours of development and QA time.

Interpreted product rate manual rates and validation of calculations for national mortgage policy

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rate calculator rates, preventing potential lawsuits.

Audited security process preventing multiple security defects each quarter through performance

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of quarterly Sarbanes Oxley (SOX) Security Self Assessment Audits.

Liaison for management and support services in correcting SOX defects providing a centralized

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location for information.

Managed, scheduled and planned project schedules for QA team members insuring maximum

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coverage of testable changes

Liaison of national team comprised of management, developers and user acceptance team

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members from application development through UAT.

Reduction of code rework through coordination with project managers and data owners via

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status meetings performing requirement gathering / clarifications and reviewing defect, test

results and user acceptance process.

Coordinate the creation of test environments with management and infrastructure personnel

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Daily peer review of co-worker defects, questions and process concerns

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Creation of test plans and test scripts for manual black box testing of AS400, thick client and

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web based applications

Intermediate use of MKS Integrity software for change control management, defect tracking and

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reporting.

Assist in defining functional process for QA team and environment

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OLD REPUBLIC NATIONAL TITLE INSURANCE COMPANY 2007- 2010

Quality Assurance Analyst / Interim Test Lead

Creation of test plans and test scripts for manual black box testing of AS400, thick client and

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web based applications

Intermediate use of MKS Integrity software for change control management, defect tracking and

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reporting

Instruct co-workers and support staff of new applications

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Audited security process preventing multiple security defects each quarter through performance

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of quarterly Sarbanes Oxley (SOX) Security Self Assessment Audits.

OLD REPUBLIC NATIONAL TITLE INSURANCE COMPANY 2003- 2007

Support Center Analyst

Created and implemented test plans for scanning and web applications.

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Created and maintained internal support web site

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Performed adhoc testing for AS400 applications

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Developed and implemented training plan and sign off for new employees

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Developed step by step documentation on key support practices.

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Assisted in rewriting key support policies for faster more efficient problem resolution.

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Developed Adobe Captivate3 training demonstrations for training and evaluating staff

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proficiency on core support applications.

Developing training manuals for support services detailing necessary information for new

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employees; created a reference tool and logical process for training, formerly not in existence.

Work with team of management and key users, to distribute and install accounting software

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nationwide as well as determine, record and implement support practices.

Provided support via email, in person or phone to a user community of more than 1500 end

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users, working with hardware and proprietary software issues.

CY CHILDS 1998 - 2003

Software and Technology

Manager of Client Services

Established process for alerting local service customers of potential virus threats.

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Contracted by national service organization to deploy proprietary software product throughout

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the Minneapolis metro area creating new revenue stream and efficient access of multi-county

document images.

Trained new employees on proper policies and procedures, software and hardware; instructed

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100% of staff, established proficiency.

Supported team in the implementation of new circuit activation for national service organization

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offices; allowed planned circuit install to proceed, faster service and higher satisfaction of users.

Drafted and distributed support information to improve skill sets of end users for national service

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organization; improved communication between end users and management

Installed and configured new hardware for national service organization; increased productivity

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Designed and implemented a internal support web site for national organization providing single

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source of support information.

EDUCATION:

CSTP-M Certification IIST, Plymouth, MN 2010

Adobe Captivate 3 Easel Training, St Paul, MN 2007

eMastering Test Design QA Software Quality Engineering 2006

Coursework in Programming languages; CDI Computer Academy, Bloomington, MN 1998

Basic, C, Java, Access, Html.

M.S. Criminal Justice Georgia Southern University, Statesboro, GA 1991

BA Psychology/Sociology Univ. of Dubuque, Dubuque, IA 1985

CIVIC PROFESSIONAL ACTIVITIES: Animal Rescue

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