Customer Service Testing

ALAN G. BAKULA

*** ********** **** ********@*****.*** (H) 630-***-****

Naperville, IL 60565 (C) 630-***-****

CAREER SUMMARY

Information Technology Professional with 13 years of testing experience

in both Client Server and Mainframe environments. Proficient in test plan

creation, test case creation, testing processes, and problem resolution.

Highly competent in data manipulation and analysis. Dedicated to

improving quality and exceeding client satisfaction within aggressive

client deadlines.

TECHNICAL SKILLS

UNIX ( VI Editor ( PL/SQL ( WinSQL ( Oracle/SQL ( UltraEdit (

Orbiter ( Datastage

CARS ( Control-M ( Ab Initio ( Beyond Compare ( Quality Center

JCL ( TSO/ISPF ( SAS ( File-AID ( CA-7 ( Autogen ( Word (

Excel

PROFESSIONAL EXPERIENCE

ACXIOM CORPORATION, Downers Grove, IL 2005 - Present

Testing Analyst

Oversaw full life cycle of the testing process for clients in the financial

services and automotive industries. Monitored the analysis, design,

planning, execution, and maintenance of automated and manual testing,

reporting of test results, and defect management.

. Served as Lead Tester for:

- Trigger Based Marketing strategies for Capitol One; completed testing

ahead of deadlines.

- Technology Upgrade Project CBAS front End to the Grid for Capitol One.

- Hyundai CMDQS implementation; sole tester for Phase 2.

. Used CARS (Compuware Application Reliability Solution) - similar to Test

Director to enter and map test requirements and test scripts together,

updated test script results, and opened/tracked defects.

. Managed all aspects of testing, and defining client test specifications.

. Developed test conditions, test procedures, and expected results for one

test plan per project.

. Performed integration and system test script creation, review, and

revision.

. Created and executed test cases, scripts, analyzed and documented

results.

. Adhered to testing department testing methodologies.

. Used Ab Initio and Datastage to perform ETL testing.

. Validated test data and performed SQL queries via PL/SQL for Oracle

databases.

. Validated test data and performed SQL queries via WinSQL for Netezza

databases.

. Validated the Hygiene Reports produced by CDI (Customer Data Integration)

and other Acxiom products.

. Ran and managed the Database Refresh for regression using Control-M for

Capitol One.

. Performed data set up and manipulation.

CONVERGYS CORPORATION, Itasca, IL 1994 - 2005

Testing Analyst (Client Server), 2000-2005

Managed test case creation, review/revision, and execution for company's

new cellular billing system. Performed data setup and manipulation, run and

release billing cycles, and process release regressions. Tested all aspects

of incoming changes the system, such as new features, patches, and database

changes. Verified test results via UNIX for conversions, enhancements,

scrubs, and via SQL queries and scripts for the Graphical User Interface.

. Chosen as lead tester for numerous high-profile projects for AT&T

Wireless including the conversion of the client's front end interface,

major account billing, account level taxation, and flexible billing

periods.

ALAN G. BAKULA Page Two

CONVERGYS CORPORATION - continued

. Successfully executed timely testing efforts, resulting in a successful

implementation appreciated by the client.

. GUI Testing experience for Client Server Billing system and verified

results using SQL.

. Conducted internal meetings to review test cases against design documents

and client requirements.

. Organized and conducted test case reviews with clients to ensure test

cases met business expectations. Reviews addressed gaps in business

scenarios and supported CMMI initiatives.

. Selected to train new team members on company testing standards and

procedures, and served as an advising SME in the customer

account/customer service, finance, and report subsystems.

. Performed data set up and manipulation.

Testing Programmer/Analyst (Mainframe), 1997-2000

Tested rating/reformat, billing, and invoicing tables of original billing

system set in mainframe (COBOL/JCL) environment. Produced and proofed test

invoices prior to production via batch testing. In addition, reviewed

tables to identify errors and ensure accuracy.

. Nominated for Employee of the Month for testing two core enhancements

within two weeks that the core integration testing team estimated six

months for them to test, based on scheduling.

. Served as testing department representative for marketing task force

initiative with the goal of standardizing testing procedures and

tightening timeline.

. Volunteered for task force to improve client forms used to update

billing/invoicing tables making them user-friendly while reducing

timelines and errors.

. Designated by department as a SME in testing as well as billing tables.

. Facilitated training both new testers and developers.

. Generated concepts for new testing tools and worked with developer to

identify specific test data automatically. Saving testers an average of

2.5 hours per run.

. Chosen by management for being a key contributor in the first round of

employees to work on the new client server billing system.

. Recipient of client satisfaction accolades and letters.

Testing Associate (Mainframe), 1996-1997

Performed batch testing and verified billing/invoicing tables were updated

correctly. Assisted development in issue resolution and served as lead

tester for many high-profile projects and conversions. Advanced to a fully

functional tester, handling the same workload as the experienced team

members within a month of joining team.

Production Control Coordinator, 1995-1996

Monitored and coordinated the status of production jobs and issues for

internal departments and external clients. Actively participated in

multiple high-profile projects and conversions. Prioritized and assigned

daily tasks to production control assistants, and provided training to new

production control assistants.

Production Control Assistant, 1994-1995

Analyzed, balanced, and verified production reports for updates implemented

by development. Proofed billing/invoicing tables to identify and resolve

issues. Analyzed pre-production invoices for quality and accuracy, and

performed data and statistical analysis.

EDUCATION

Bachelor of Business - Marketing, Western Illinois University, Macomb, IL

Associate of Arts - Pre-Business, Black Hawk College, Moline, IL

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