Quality Assurance Customer Service

Joy ferguson

CELL: PHONE # 817-***-****

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

LINKEDIN: WWW.LINKEDIN.COM/IN/JOYFERGUSON

PROFESSIONAL PROFILE

QUALITY ASSURANCE PROFESSIONAL WITH EXPERIENCE IN DATA ANALYSIS, DEFECT

REPORTING AND CLIENT SUPPORT. EXCELS IN ERROR REVIEW AND DEVELOPING

STRATEGIC PROCEDURES THAT IMPROVE AUTOMATED SERVICES. DEMONSTRATES SKILL

IN SOFTWARE TESTING AND ANALYSIS, SAP, SOFTWARE / HARDWARE HELP DESK AND

CUSTOMER SUPPORT. CONSISTENTLY DEMONSTRATES COMMITMENT TO COST

CONSTRAINTS AND COMPLETION OF PROJECTS ON TIME AND BUDGET. TENACIOUS ABOUT

RESEARCHING ISSUES AND GOING THE EXTRA MILE TO RESOLVE PROBLEMS AND ISSUES

AT THE ROOT CAUSE LEVEL. DRIVEN BY CUSTOMER SERVICE AND UNCOVERING METHODS

THAT IMPROVE PROCESSES AND INCREASE PROFITABILITY.

TECHNICAL SKILLS

MICROSOFT OFFICE 97, 2000 & WINDOWS 97, NT, XP AND VISTA MS ACCESS

2007

SAP TIME CARD SYSTEM TYPING 70+ WPM 10 KEY 10,000 KSPM

VISUAL BASIC PROGRAMMING HTML

LANGUAGE

PROFESSIONAL EXPERIENCE

MARKET FORCE DFW, TX 2009 - 2010

Contracting company

Quality Assurance (contractor)

Interface with various store management to insure suitable product levels

for Sony movies and Rand McNally maps.

Siemens Energy and Automation Arlington TX 2000 - 2009

The world's largest company serving customers in the industrial,

infrastructure and construction sectors by providing complete electrical,

engineering and automation solutions.

Senior Technical Support

. Developed strategic keying processes and training material for postal

video keyers enabling them to successfully meet the ever changing annual

testing criteria for the commercial mail industry.

. Kept up-to-date keying rules and databases for the commercial mail

division based on the testing results.

. As a core team member, traveled to customer sites, participating in

error review and negotiation.

. Participated in development of rules for the postal division based on

the results from the negotiations.

. Developed tests required for the development of accurate processing

systems.

. Analyzed system results and gave feedback to engineers for future

software improvements.

. Tested software for various proprietary computer programs prior to

deployment in the field.

.

Significant Achievements:

DUE TO THE SUCCESSFUL DEVELOPMENT OF STRATEGIC PROCESSES, COMMERCIAL SITES

WERE ABLE TO PASS ANNUAL INDUSTRY TESTING REQUIREMENTS ON THE FIRST PASS,

INSTEAD OF THE MULTIPLE PASSES AS IN PREVIOUS YEARS, SAVING THE SITES

CHARGES INCURRED FOR ADDITIONAL TESTING.

As a core team member, participated in error review and negotiations that

resulted in more than $500K savings.

Conducted a cost effective study for a $100K data entry project. Hired

temporary help versus using an offsite vendor. Resulted in a significant

savings to the company.

Selected for new project which involved meeting with a major customer and

partnering with a contracting firm to provide onsite deployment field

support. Researched errors, interfaced extensively with end users and

management in developing effective solutions. Project deployed

successfully generating several million in revenue.

Became the "go to" source of resolving processing issues due to subject

expert knowledge.

Colonial Savings, F.A. Fort Worth, TX 1994 - 2000

Mortgage Loan Company

Programmer/Analyst

Tested and updated "C" based program, making enhancements and improvements.

Maintained mortgage loan document filing system and lender's tables.

Performed nightly back-ups and disc platter copies.

Provided user support including loan processors, closers, and underwriters.

Significant Achievements:

CREATED A SYSTEM THAT ASSIGNED FORM NUMBERS AND DESCRIPTION TO VARIOUS

MORTGAGE DOCUMENTS ALLOWING THE END USER EASIER ACCESS TO MORTGAGE LOAN

DOCUMENTS.

Converted hard copy documents to duplicate electronic documents preserving

spacing that allowed the system to auto fill elements relative to each

individual loan.

Education

ASSOCIATE OF APPLIED SCIENCE IN COMPUTER APPLICATIONS DEGREE WITH HONORS,

TARRANT COUNTY COLLEGE, FORT WORTH TX

Training

TRAINING - HAZARDOUS CHEMICALS (07/26/2008)

TRAINING - ETHICS TRAINING (07/26/2008)

TRAINING - DIVERSITY IN THE WORKPLACE (07/25/2008)

TRAINING - SEXUAL HARASSMENT IN THE WORKPLACE (07/25/2008)

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