Quality Assurance Customer Service

YVONNE THOMAS

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

Apopka, FL *****

Home: 407-***-****

Cell: 407-***-****

**********@*****.***

PROFESSIONAL EXPERIENCE

SPHERION STAFFING, Orlando, Florida 2009

Contract position at Hewitt Associates

Customer Service Associate

. Fielded incoming Annual Benefit Enrollment calls for various clients

. Provided first level support for problem calls

. Escalated calls needing upper level support to appropriate groups

. Followed up with support group daily and contracted clients with

solutions

GEM GLOBAL, Orlando, Florida 2008

Subcontracted with CIBER Inc. at Reed Elsevier, Orlando, Florida

Quality Assurance Tester, Assigned to the Integrated Test Team

. Created test cases in Quality Center

. Reported defects providing detailed documentation

. Tracked and retested defects for UAT

. Created excel spreadsheets to provide data for order entry

. Modified and executed programs in WinRunner to populate order entry

screens

. Manually entered orders in the order entry screens

. Coordinated the execution of batch cycles with Business Analyst and

offsite testing team

. Created queries to verify results before and after batch processing

UNIVERSAL AMERICAN FINANCIAL CORP, Lake Mary, Florida 2003 - 2007

18 months on contract, 30 months permanent

Application Developer 2006 - 2007

. Analyzed business requirements and other documents to determine

development and testing strategy

. Created Technical Specs

. Designed, developed and modified Cobol programs and JCL

. Worked closely with users in multiple locations in refining

requirements and resolving issues

. Created ad hoc reports

QA Tester/Security Administrator 2003 - 2006

. Modified JCL and executed daily batch cycles for Model Office testing

. Verified and documented test results and retested as appropriate

. Compiled and migrated modules to Unit Test and Production regions

. Created, modified and reset users' security profiles and passwords

. Interacted with users daily to resolve system and security issues

. Assisted in the quarterly recertification and reauthorization process

of user access

. Trained new employees

YVONNE THOMAS

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HARCOURT INC. Orlando, Florida (Currently Houghton Mifflin Harcourt)

1990 - 2003

Programmer/Analyst 1994 - 2003

. Analyzed business requirements and other documents to determine

development and testing strategy

. Created Technical Specs

. Designed, developed and modified Cobol programs, JCL, Copybooks,

Procedures and Documentations

. Performed integrated and regression testing

. Successfully modified and implemented modules for Change Management

conversion

. Assisted with training staff in using Change Management tool

. Successfully tested and implemented Y2K modifications

. Performed Quality Assurance duties in the absence of QA personnel

. Performed Codes Table maintenance

. Worked closely with users in multiple locations in refining

requirements and resolving issues

. Trained new employees

Senior Computer Operator 1990 - 1994

. Executed and monitored batch cycles and backups

. Assisted programmers with troubleshooting

. Provided supervision in the absence of shift supervisor

. Operated tape and cartridge drives, laser and impact printers

. Performed system IPL

. Mentored junior operators

TECHNICAL SKILLS

COBOL, DYL280, SQL, Eztrieve, JCL, CICS, DB2, MVS/XA, VSAM, Capsil, IMS,

TSO/ISPF, IOF, JES2, ICCF, CA7/11, QMF, Changeman, Xpediter, Intertest,

FileAid, Top Secret, Teamtrack, Track-it, WinRunner, Quality Center, Lotus

Notes, Outlook, MS Office, Quickbooks Pro

EDUCATION

Seminole Community College, Altamonte Springs, Florida

Accounting Course, (2009)

Webster University, Orlando, Florida

Computer Science major (33 courses completed)

Everest University, Orlando Florida

AS, Computer Science, (1993)

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