Project Manager Quality Assurance

MARILYN BANNERMAN

*** ******** *******, ***** ***** Brook, NJ, 08880

Email: *******@*******.***

Cell: 732-***-****

SUMMARY IT professional with technical support and quality assurance

testing skills acquired through diverse professional

experience. Comfortable as a liaison between customers, IT

staff and technicians in a fast paced and busy environment.

EDUCATION

09/99 06/03: Middlesex University, Trent Park, UK

Awards: Bachelors Honor Degree in Computer

Science/Information Technology

Grade: Second Class Graduation Date: July 2003

09/98 to 06/00 Epping College, Debden, UK - Awards achieved:

Advanced Level Information Technology

CERTIFICATES

11/07 Network + Certified Professional

05/11 Essentials of Business Analysis

TECHNICAL SKILLS

. Experience and knowledge with Windows

95/98/NT/2000/XP/2003, Microsoft Access, Excel,

PowerPoint, Word, and Outlook/Exchange, Visio and

Project.

. Knowledge of WAN/LAN networks and other network

topologies

. Experience testing Interactive Voice Response systems,

web applications, mobile handset devices.

. Familiar with the systems development lifecycle

(Waterfall) process

. Knowledge of QA best practices

. Experience working with onshore QA team members and

managing resources offshore

. Familiar with Unix, SQL, XML and HTTP

. Testing Rich Client applications on the handset

. Testing backend systems relative to excercising APIs

. Checking server logs

. Experience testing on device platforms such as BREW

EXPERIENCE

02/08 to present Nuance Communications

Quality Assurance Analyst/Tester

. Conduct manual testing, regression testing and

integrated testing including system end-to-end testing

and functionality testing.

. Direct offshore QA testers on day to day QA activities

as well as provide daily/weekly status reports and work

estimates

. Document, track and validate reported issues and defects

in the defect tracking system through to resolution.

. Identify issues and communicate results to the

appropriate stakeholders.

. Review and approve test cases created by the offshore

team.

. Test the migration and enhancements of small, medium and

large complex systems.

. Work closely with developers to resolve test issues and

application enhancements during development life cycle.

. Work closely with QA team and Project Manager to

complete projects successfully within the specified

timeframe.

. Work with Developer/technical leads to understand the

application design and implement the testing

capabilities into the company's proprietary software.

. Work with tech leads to identify the appropriate data

for testing

. Write detailed test cases, scripts and test plans based

on business requirements and the User Interface Design

documentation.

. Comply with standards of the software development life

cycle (SDLC)

. Self-servicing applications, WSDLs, XML APIs

. Telecommunications Software Testing Experience

. Ability to script query Oracle database

02/07 to 02/08 PPT Consultants (consultant at Johnson & Johnson)

Technical Support

. Provide support on Johnson n Johnson's proprietary

software.

. Assist in the management of the Business Applications

Services Group.

. Respond to requests, troubleshoot, solve problems and

provide resolution to supported users.

. Plan, develop, leverage and create automated testing

scripts for critical applications.

. Prepare support documentation.

. Utilize tools and document report status of projects to

Business Applications Manager and business process

owners

09/05 to 02/07 Dendrite International Inc.

Pfizer Help Desk Support

. Provide high quality customer service through courteous,

prompt and accurate communication.

. Answer incoming calls or requests, troubleshoot, solve

problems and provide resolution to supported users or

other team members within the contracted scope of

support for each client.

. Assess users issue and provide support for problem

resolution.

. Document information specific to the resolution and

escalate unresolved issues expeditiously to the

appropriate area.

. Recognize operational challenges and suggest

recommendations to management, as necessary.

. Identify and document troubleshooting techniques/steps.

. Track, follow-up and communicate to appropriate parties

regarding ongoing issues.

. Troubleshoot laptops, software, databases and other

computer related peripherals.

. Attend training classes in order to continuously expand

knowledge of Pfizer proprietary software

9/04 to 9/05 Forrest Edwards (Agency) /Gardiner & Theobald

Inc. New York, NY

Admin/Support

. Application troubleshooting for MS Office XP

. Troubleshoot computer and printer peripherals

. Build rapport and elicit problem details from users.

. Check and clean workstations, printers, and peripherals.

. Document information relating to IT/computer problem.

. Maintain regular backup files on network server

. Resolve or direct requests to appropriate vendor

11/99 to 10/03 Marks & Spencer PLC, London, UK

Junior Administrator/Support

. Provided telephone support in a professional and

friendly manner

. Resolved IT issues to the satisfaction of user community

. Administered and managed user accounts.

. Created and edited user accounts for staff with

different access levels to log onto network using the

companies intranet

. Performed ongoing maintenance of databases, mailing

lists and call reports

. Created summary reports, records and transactions

throughout the store

. Reported performance measurements to Marks & Spencer s

headquarters

. Responded and interacted with customers from various

backgrounds

References available upon request

Contact this candidate