Customer Service Quality Assurance

Jason M. Bradley *************@*****.***

*** * **** *****, *******, IL 60621 773-***-****

OBJECTIVE: A position in Quality Assurance/ Project Management where leadership ability, analytical, problem-solving and

interpersonal skills can add value to an organization and lead to additional responsibilities.

PROFESSIONAL SUMMARY:

• Over 10 years experience in customer service/relations in financial/insurance industry.

• Experience Managing, Coaching and Building effective teams.

• Excellent communication/interpersonal skills.

• Ability to multi-task in high-pressure environment.

• Knowledgeable with the use of computers and software.

• Analysis & Problem Solving Skills

• Excellent knowledge in Software Development Life Cycle (SDLC).

• Strong in developing test strategies, test plans, test scripts, test cases, test data, test checklist, defect tracking & reporting.

• Strong skills in Back end testing using SQL Queries on Oracle tables and MS SQL Server.

• Expertise in software management tools such as Quality Center for Requirements creation, Test Sets, and Reports.

• Knowledgeable in testing of client/server and database applications which are developed in C++, Java, AS/400, Visual

Basic, COM, ORACLE 8i/9i, UNIX and Windows NT/2000/XP.

• Excellent understanding of web technologies.

TECHNICAL SKILLS

Defect Reporting Tools: Squish, Sharepoint, Mercury Quality Center, VSTS

Scripting Languages: VB Script

Languages: C, SQL, PL/SQL, HTML, XML, VB Script, VB

Databases: Oracle, MS SQL Server, DB2 and MS Access

Operating Systems: Windows NT/98/2000/XP, UNIX, OS/400, DOS

Automated Testing Tools: TestDrive Assist, QTP

EXPERIENCE:

SUA Insurance/Tower Group April 2007 to July 2010

Lead Software Quality Assurance Analyst

• Create test plans and timeline projections for various projects

• Hold meetings with Business Analysts, Project Managers, and Developers daily to ensure deadlines are being met.

• Assist new hires to ramp up knowledge of systems being tested.

• Head of Change Management for Info + and Policy + Systems.

• Created template designs for test case and test suites, utilized internally and with Partner Company.

• Responsible for making test assignments and making sure results and artifacts were stored in Sharepoint.

• Involved at some level throughout the entire system or software enhancement development life cycle, designing initial

testing requirements, writing, communicating and verifying test execution.

• Documented and tracked defects and fixes to ensure fixes do not adversely impact existing functionality.

• Communicated product testing knowledge across development and QA teams.

• Created and executed functional and non functional test cases.

• Planned and managed systems integration testing.

• Created traceability matrices based on requirements for Policy + and Claims + systems.

• Utilized regression, exploratory, and negative testing in UAT environments.

• Used Agile/Scrum strategy for implementation of Claims + system.

• Provided status reports to QA manager.

Achievements: Successfully implemented automated testing using TestBench tool which allowed testing to take place over

night. Led testing effort to implement Workers Compensation program which generated $20 million in revenue. Received

certification in ITIL v3 and completed coursework/certificate in Just in Time Software Testing Strategies.

JPMorganChase March 2005 to April 2007

Software Quality Assurance Analyst

• Analyze system design specifications

• Write and execute detailed test scripts to verify software functionality

• Prepare progress/status reports and defect tracking reports

• Identify and assess test related issues for resolution

• Follow test standards and procedures established by team management

• Provide User Acceptance Testing Support

• Interact with business analysts, developers and test lead to coordinate test initiatives and ensure thorough system test

coverage

• Performed IVR and web interface testing for Federal Tax Payment system and other payment systems.

Achievements: Took responsibility for supporting User Acceptance Testers with loading data into database environment and

making database changes during testing phase. Also was responsible for managing build deployment. Resourceful with SQL.

Bank One February 2004 to March 2005

IT Support Analyst

• Provided 24-hour support for payment system applications

• Performed daily Scheduling tasks/trouble shooting

• Evaluated and implemented hardware and software packages, programmed in-house utilities and reports

• Maintained and documented technical information for the production areas

• Maintained the Production Support Group Standard Operating Procedures Manual

• Performed research and consulting tasks for Production Control and Scheduling and for Administrative Programming

Achievements: Proactive approach and contingency planning helped ensure system stability and position team for unexpected

challenges.

Anexsys June 2001 to February 2004

PC Support Specialist

• Provided technical support for taxpayers, financial institutions, and accounting agencies that utilize the Electronic

Federal Tax Payment System and software

• Assisted clients with EFTPS software setup and online use

• Responsible for troubleshooting network, modem, web encryption, compatibility, and other software/hardware issues

• Authorized for cancellation and initialization of federal tax payments

Achievements: Maintained 97% average customer service monitoring evaluation and received several commendations from

clients for exceeding service expectations.

IBM

System Performance Specialist January 1999 to Dec 1999

• Responsible for trouble shooting system performance issues with internal and external customers using R/S 6000 business

machines.

• Researching hardware and components for IBM sales persons out in the field.

• Worked cross functionally with other teams in order to troubleshoot problems beyond systems performance.

Achievements: AIX Certified and was able to use skills in other UNIX environments.

EDUCATION:

DeVry University- Chicago February 2003

Bachelors of Science in Information Technology Magna cum Laude

Network Administration

University of Illinois at Urbana-Champaign December 2000

Bachelors of Science- Technology/Tourism/Events Management, College of Applied Life Studies

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