Quality Assurance Customer Service

RENATTA BAKER

[Mobile 770-***-****(voicemail)] [Email: abldxi@r.postjobfree.com]

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CAREER HIGHLIGHTS

Responsible for providing internal and external customers with the highest

quality products and services as result of an efficient test management

strategy that includes analysis, design, implementation, testing and post

maintenance. I have a quality centric attitude, keen attention to detail

with the ability to comprehend the big picture of continuous process

improvements whereby positively impacting the company's bottom line.

SKILLS/QUALIFICATIONS

Consulting/Leadership/Process Improvement SME

. Evaluated Software Process Maturity and Provide Gap Analysis

. Managing QA Software Development Lifecycle

. Implement Agile Iterative Process (Scrum/Rational Unified Process/

Extreme Programming)

. Presented upper management and stakeholders with QA progress

. Recommended and implementing processes to create testing center of

excellence (TOC's)

Business and Project Analysis Management

. Acted as a liaison between client and QA team via customer interfacing

on business requirements

. Understand Business need and provide QA input on Use case development.

. Provided estimation of project resources needs and coordinate project

plan based on business requirements

. Ensured management abreast with QA project milestones and/or

showstoppers that impact ultimate project plan

QA Test Planning and Management

. Devised Overall Testing Strategy and Technical documentation to

support Project Plan

. Responsible for QA artifacts: Master Test Plan, Test Cases/Scripts and

Defect Analysis Report

. Assisted in data identification and evaluate appropriate test

scenarios per test phase.

. Provided comprehensive testing support to include: ad hoc, sanity

smoke, system, functional, integration testing, user acceptance

testing (UAT), black/white box testing

. Hands on manual and automated testing techniques.

. Automation Tools: Winnrunner, Test Director, Rational Robot and

Clearquest exposure to Quality Center and QTP/Mantis defect tracking

tool

. Owner and manager of defect reporting process with goal of 0% defect

occurrences

PROFESSIONAL EMPLOYMENT

Signix LLC

Date: 05/2007 - 02/2009

Title: Senior Process/Testing QA Consultant

. Onsite consultant to introduce Industry's latest Quality

and Testing methodologies.

. Analyzed current operations and recommended opportunities

to introduce Quality Methodology

. Acted as the Quality expert and communicated QA strategy

via Test documentation

. Designed Master Test Plan to outline QA's approach in

support of the development of Signix web applications.

. Reviewed business requirements and communicated needs via

Functional Specification document.

. Created detailed test cases to ensure all business

scenarios are executed to fully exercise system requirements

. Performed manual testing on Signix b2b web in house

developed applications

. Acted as QA Point of contact for all issues relating to

Quality during pre and post kick off meetings

. Managed defect process to ensure all defects were resolved

appropriately to ensure product reached the customer defect free.

The Hartford Omni-Insurance

Date: 03/2006 - 02/2007 (Contract)

Title: Senior QA Analyst

. Created test plans for critical break fixes, enhancements

based on requirement specifications

. Performed manual functionality, business logic, end to end,

regression testing on AS400 system via GUI overlay front end

application and web based applications.

. Developed test cases using Mercury Interactive Test

Director

. Attended walkthrough with project managers, business

analyst, developers, customer service and product management

. Exposed abnormalities/flaws and troubleshoot issues in

Application under test (AUT)

. Managed defect process from completing defect summary

reports to communicating outstanding issues to upper management for

prompt resolution

. Provided detailed weekly status updates on all allocated

assignments in a timely manner

Ernst & Young LLC

Date: 12/2003 - 05/2005 (Contract)

Title: Senior QA Analyst

. Subject Matter Expert on the standardization and

implementation of Quality Management Principles for Ernst and

Young's in house developed Retirement Web applications.

. Authored Master Test Plan documentation to include test

cases and case scenarios

. Performed functional, system, usability, user acceptance,

regression test

. Created data driven customer specific profiles

. Verified application meets customizations requirements

based on client's request

. Validated Ernst & Young Policies and procedures, user

agreements and frequently asked questions and terms per business

rule

. Reported, logged and tracked defects found during testing

in Rational Clearquest

. Communicated outstanding defects to the appropriate

personnel to ensure issues are resolved in a accurate and timely

manner

Accenture/BellSouth Corporate

Date: 4/2003 - 11/2003 (Contract)

Title: Senior QA Analyst

. Performed ad hoc, functional, sanity and regression testing

on BellSouth's Consumer and Business Fast Access DSL application

via Mercury Test Director

. Checked and monitored customer information via Service

Order Entry Gate (SOEG)

. Verified orders process over correctly in the back-end,

activated orders and performed trouble shooting on error holds on

customer accounts using Oracle 11i

. Verified special offer promotions and disclaimers per

BellSouth business rules

. Performed queries via SQL Plus to ensure and verified

customer account information successfully reaches the appropriate

database

. Reported and logged defects found during test cycle

Indus International Inc.

Date: 11/2000 - 02/2002

Title: Senior Quality Assurance Analyst/Tester Lead

. Interviewed quality assurance candidates and made

recommendations to decision makers and/or hiring managers

. Trained new quality assurance personnel and provided

guidance on the application under test, policies and procedures

. Facilitated quality assurance team meetings and provided

management with a weekly status report on all quality assurance

task and outstanding issues that may adversely affect the test

effort

. Performed initial analysis on policies, procedures and

methodologies to determine maturity of processes and documentation

. Acted as a quality assurance liaison between application

developers, subject matter experts, business analysts,

configuration management, project coordinators and management with

regard to quality issues and concerns

. Executed test scripts via Rational Robot

. Performed unit, system, integration, regression and user

acceptance test on Indus ERP application

. Analyzed test results and provided root cause analysis

associated with test data or script functionality

. Reported, logged and managed defects via Rational Clear

Quest

. Performed database verification via automated tool toad

. Disseminated weekly and monthly status reports to all

project managers, customers, developers and QA team

EDUCATION

Master of Science Degree (05/1996) - Industrial Technology (Manufacturing

Systems), North Carolina Agricultural and Technical State University,

Greensboro, North Carolina

Bachelor of Science Degree (08/1994) - Industrial Technology (Manufacturing

Systems), North Carolina Agricultural and Technical State University,

Greensboro, North Carolina

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