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Project Manager Customer Service

Chicago, Illinois, 60637, United States
May 23, 2010

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Olivia Sofowora

**** *. ***** ****, *******, Illinois 60659




Over 6 years of QA experience in all phases of life cycle, including

requirements gathering, risk analysis, project planning, scheduling,

testing, defect tracking, management, and reporting. Adept at using both

manual and automated testing tools to troubleshoot systems, integration,

user acceptance, positive and negative, functionality, object, and

regression. Develop use cases, user interface specifications, and user

requirement specification documents. Liaise with developers, business

analysts, and user representatives in application design and document

reviews. Superior analytical, troubleshooting, communication and

presentation skill.


. PMI Certified Business Analyst -PMP (July 2010)

. Quality Assurance Certification

. Licensed Real Estate Agent

. Advance Certificate in Early Childhood Education

. PCT Certification


Bachelor of Science in Management Information System

Western Illinois University, Macomb, IL

Masters in Business Administration (MBA)

Regis University, Denver, CO (December 2010)


Applications: Microsoft Project Server 2003, MS Visio, MS Project 2003-

2007, SharePoint 2003, Microsoft Office 2003 Professional (Outlook, Word,

Excel, Visio, Access, PowerPoint), SQL Server 2005, Lotus Notes, HP Quality

Center, Quick Test Pro, Win Runner, Load Runner, Conversation (configuring

tool), HRO Work Bench (testing tool), ATCI (automated test creation tool,

Web Application testing tool: YBR Doors, SQL/Cold Fusion, and Paint.Net or

SnagIt and AS400.

Methodology: PMI Methodology, CRM (Microsoft Dynamics CRM), .Net Client

Server Technology, SOW, EDI, Risk Management, Quality, Procurement, ITIL v3

Framework, HIPPA Guidelines, Process improvement and Change Management,

Crystal Reporting and SDLC.

Professional Experience:

QA Analyst

Hewitt Associates

JAN 2007 - December 2009

Platform: AS/400 Mainframe, Windows NT/2000/XP, UNIX (Solaris, AIX), .Net


. Develop, document, and monitors tools in support of product

performance metrics

. Analyzed the business needs of clients and stakeholders in order to

identify business problems and recommend solutions and clearly and

unambiguously communicate these solutions

. Experience with benefits administration in all of the following areas:

Defined Benefit (DB), Defined Contribution (DC) or Health Management


. Analyzed, communicated and validated requirements for changes to

business systems

. Understood business problems in the context of the requirements and

proposes options that allow the business to realize its goals

. Worked closely with senior project manager to complete different

projects in full software development life cycle (SDLC)

. Tested Web-based ASP.NET Internet applications linked to firm-wide SQL


. Demonstrated experience in issues tracking and resolution

. Using Pivot table to generate and extract meaningful information from

a large table

. Created and implemented DDL and DML statements within the Oracle

database to met project specification

. Documented technical implementations steps for change management

board review

. Wrote queries using IBM AS/400 mainframe to access the database to get

information needed for testing

. Remediate technical validation result to meet technical and business


. Fixed any issues identified via test execution

. Maintained payroll setup and documentation, testing functionality and

coordinating payroll changes with the HRMS Support Team to determine

affects on HR, Benefits and Reporting

. Acted as an escalation point for payroll end-users who are

experiencing difficulties in using the Payroll system

. Created various test case scenario to validate software

implementations usage before delivering the software applications to

business users

. Performed pension hand calculations for expected results as applicable

. Executed test plan and documents results using QTP

. Analyzed and debugs issues, including documenting solutions

. Utilized relevant problem-solving resources as needed

. Reviewed client requirements documents and any preliminary analysis

. Created technical implementation task upon reviewing project


. Utilized proprietary systems and tools to set up and configure

tables/parameters in the TBA System as defined by the analysis from

the Project manager

. Completes analysis artifacts with configuration needs

. Used QMS to express organizational structure, procedures, processes

and resources needed to implement quality management

. Systems Configuration, configures the system to meet analysis


QA Analyst

Sinet Technologies

January 2003- December 2006

Platform: Windows NT/2000/XP, UNIX (Solaris, AIX), .Net Framework, Java

. Analyzing and understanding the current state processes to ensure that

the context and implications of change are understood by the clients

and the project team

. Developing an understanding of how present and future business needs

will impact the solution

. Identifying the sources of requirements and understanding how roles

help determine the relative validity of requirements

. Used QMS to express organizational structure, procedures, processes

and resources needed to implement quality management

. Used SPC to measure and analyze the variation in processes

. Also created, modified, maintained and optimized SQL server database.

. Tested a Search engine optimization (SEO) application

. Developing a Requirements Management Plan and disseminating the Plan

to all stakeholders

. Identifying and documenting all business, technical, product and

process requirements

. Working with the client to prioritize and rationalize the requirements

. Helping to define acceptance criteria for completion of the solution

. Responsible for creating organization marketing plan and strategies

. Generated weekly sales reports

. Maintained a positive attitude that promotes team work within the


. Established monthly individual and team sales goals

. Recommend selection of potential sales associates

. Developed and implemented an annual marketing plan

. Directed division marketing activities, and developed an annual sales

and promotion programs.

. All customer services duties including making incoming and outgoing

customer service calls, dealing with consumer and customer queries and

complaints in timely manner

. Supervised moderate sized teams of Programmers and Program Analysts

. Applied data model theory to create a data model instance

. Developed test plans, test cases, test scripts and procedures,

traceability matrix, and test result reports for manual tests

. Executed SQL queries to verify test cases

. Conducted user acceptance testing (UAT), while recommending and

developing exceptions to standard procedure

. Performed functional, Integration and Regression testing; Act as

liaison between the development team and the end-user community

. Analyzed complex functional requirements and translated them into test

cases; incorporated the systems development life cycle (SDLC) to

ensure that the planning, analysis, design and implementation phases

are carried out without hindrances

. Worked extensively with developers to resolve testing issues such as

timely resolution of defects, correct prioritization of defects to

meets business needs and timelines

. Executed test scripts using tools such as Mercury Quality Center, Win

runner, Load Runner and Quick Test Pro

. Set up the test environment on Windows NT Platform

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