Customer Service Quality Assurance
Resume:
Abbie Field
St. Petersburg, FL 33712
**********@*****.***
Qualifications Summary:
o 4 Years QA Team Lead
. Established and maintained QA policies and procedures
. Responsible for oral and written communications pertaining
to QA across all levels of management
. Created and maintained test plans and strategies for both
manual and automated testing efforts
. Release planning, task estimations, reporting and
coordination of QA resources
. Staff hiring and evaluations, training and mentoring
. Implemented and maintained the Seapine issue tracking and
test case management tool
. Requirements analysis and review
o 10 Years QA experience including 2 years in usability testing
. Testing in both web based and client-server applications
across various platforms
. Participated in all aspects of the SDLC from requirements
gathering to the retiring of legacy applications
. Created and maintained test cases for integration,
regression and functional testing
. Able to prioritize tasks in fast paced environments with
multiple projects
. Detail-oriented while attaining a proper level of testing
(risk-based testing)
. Sarbanes-Oxley (SOX) compliance testing
. Setup and maintenance of QA data, labs and environments
. Data validation - SQL queries using Toad and SQL Navigator
. Defect tracking of software issues
. Able to work remotely and maintain communication across
multiple offices and time zones
. Excellent communication and presentation skills, self
starter, quick learner, team player
o Complex software applications - E-commerce website, Tax, Medical
transcription and Airline reporting
Education:
o Masters Certificate in Software Testing - Villanova University
o ASTQB Certified Tester, Foundation Level (CTFL)
o St. Petersburg College - classes in programming (VB6, C++) and
networking
o Texas Christian University - Bachelor's Degree
Technical Competencies:
Technologies tested: ASP.Net 3.5, C#, Visual Basic, C, C++, HTML, XML,
AJAX, Cold Fusion, Teleric RADControls, Themes and CSS,
proprietary Report Engine Framework, Custom DBI - SQL
analytics
Technologies coded: VB6, C++, HTML, VB Script
Operating Systems: Windows XP, Windows 2000, Windows Vista, UNIX,
VMWare
Data Base: Oracle, SQL Server 2003
Testing Tools: Mercury Testing Tools (Test Director, Quick
Test Pro Tools, Quality Center), Seapine Test Track Studio,
Sharepoint, Remedy, Rational,
Microsoft Excel
Other: Software Development Life Cycle, Waterfall and Agile
development methodologies
Professional Experience:
Shepherd Systems/Travelport IT Services and Software, Bradenton, FL
8/2006 to Present
QA Team Lead
. Set up the QA department. Implemented policies and procedures
including Change Control Board, separate environments for QA and UAT,
version control, release notes and release kickoffs, Dev/QA/UAT smoke
tests, requirement reviews, risk analysis, defect statistics, triage,
and daily standup status meetings.
. Designed and updated testing strategies for both manual and automated
testing based on the requirements, development architecture, and time
allotted, to meet project deadlines and keep quality high.
. Contributed business acumen and in-depth requirements analysis to
facilitate the implementation and planning process.
. Lead and coordinated the QA team (up to 8 members):
o Maintained a testing dashboard on the team's progress and
communicated status to other departments as needed.
o Reviewed test scripts and defects.
o Trained new QA members in Travelport applications, QA policies
and procedures.
o Attended meetings with development and with Project and Product
Managers.
. Reviewed and evaluated software products (Rational, Mercury, Seapine)
for source control, defect tracking and test scripting. Company
implemented Seapine.
. Set up and maintained the Seapine software - Workflow, Issue
Priorities, Users, User Groups, Security, Filters and Reports. Trained
developers, QA and Product Team members on SeaPine application.
Spheris Clearwater, Florida (www.spheris.com)
4/2005 to 8/2006
Software Quality Analyst
. Under minimal supervision, carried out procedures to ensure that all
information systems products and services met minimum company
standards and end user requirements.
. Thoroughly tested software to ensure proper operation and freedom from
defects.
. Documented all problems and worked to resolve them; reported progress
on problem resolution to management.
. Devised improvements to current procedures and developed models of
possible future configurations.
. Performed workflow analysis and recommended quality improvements.
. Managed both large scale testing projects and fast -tracked bug fixes.
. Developed test specifications, test cases, test plans and scripts for
the large software modules, and oversaw the execution of those plans
by other team members.
. Utilized technical knowledge of application architecture, operating
environment, strengths and weaknesses of both, and how these factors
affect product quality.
. Reviewed and assisted in the creation of software documentation in
conjunction with the technical writer.
. Created release notes for software releases.
. Provided full understanding of the goals of the entire project (not
just QA) with regards to functionality being developed, delivery
dates, quality requirements, available resources, and the relationship
of the current project to other ongoing projects and the rest of the
product line.
Manatron, Tampa, Florida
11/2002 - 4/2005
Quality Assurance Analyst II
. Developed, executed and maintained test cases. These test cases
included design and implementation methods for testing.
. Ensured that software functionality conformed to accompanying
documentation requirements, design documents, etc.
. Provided feedback and input on the design process to the development
teams in order to improve our product.
. Helped other QA analysts, development and implementation teams.
. Monitored the 'bug' tracking database and tracked the 'bug' fix
requests.
. Worked with QA manager to implement new tools, techniques, standards,
test case scenarios and best practices for software testing.
. Participated in the rebuild of the Occupational License portion of the
application, including redesign, requirements and testing.
Support Analyst II
. Utilized customer service and quality assurance skills to support the
MVP Tax Manager Software product. Provided support to customers over
the phone, via VPN and/or on site.
. Provided QA testing to duplicate customer's problems and then worked
with development staff on 'bug' fixes.
. Updated training documentation for classes and training manuals.
. Wrote requirements, support documentation and release notes.
. Participated in usability testing in several counties to improve the
product.
. Manipulated data to fix conversion and user errors. Attended tax-
training sessions given by the Department of Revenue.
HSN.COM, Clearwater, Florida
9/2000 - 9/2002
Usability Engineer
. Responsible for the integrity of code being tested and rolled into
production.
. Coordinated developers, batch processors and database managers in
migrating new applications, updating batch processes and correcting
site errors and outages.
. Developed solutions and tracked issues.
. Worked with content writers, sales merchants, customer service
managers and marketing staff to insure their site requests were
implemented to their satisfaction, and that these additions made a
positive impact to the site.
. Wrote and updated testing scripts for each area of the site and each
new application.
. Gave suggestions for improvements in the development cycle.
. Played a major role in the testing cycle by doing regression, stress
and load testing. Communicated the outcome of these tests and wrote
technical documentation.
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