Quality Assurance Customer Service

Kamara E. Irvin-Reese

***** *. ********* ***.

South Holland, Illinois 60473 ~ 708-***-****

Professional Summary:

Information technology (IT) profession with more than four (4) years of

experience performing unit testing within web and client server

applications; proficient in developing test strategies and plans and

execution of projects using manual and automated tools; skilled in unit

integration, regression, related, direct performance and system testing;

possess significant software development experience including planning,

specifications, development, design acceptance and implementation; and

solid written and verbal communication skills

Technical Skills Summary:

Operating Systems Languages Databases

Windows 95/98/2000 Java Script MS Access

HTML MSSQL Server 7 &

2000

Bugzilla

Software

WinRunner WinRar Lightyear

Mercury Quick Test (Automation MS Publisher MS Visio

Testing)

MS Office MS Project MS Excel

Photoshop

Professional Skills Summary:

. General knowledge of Mercury Quick Test Automation testing

. Reviewing requirements, Technical specifications and documentation to

gain a thorough understanding of the programs and processes to be

certified

. Writing Integration, System and Performance test plans

. Preparing functional specifications and documenting enhancement

requests

. Decomposing functional and technical requirements and development of

test plans, test cases and test scripts

. Analyze systems design and technical specification and develop test

cases to cover overall functionality

. Creating and Executing test scenarios, verifying actual results match

expected results

Professional Work Experience:

Shared Marketing services

Quality Assurance Analyst April 2008 - Present

. Contribute to diagnosis and resolution through identification of the

specific circumstances

in which the system fails, based on knowledge of the application

functionality, and log and

data review.

. Identify ancillary problems which arise due to primary errors.

. Directly interact with users or customer support representatives as

issues are escalated.

. Identify, track, report on and make recommendations regarding ongoing

technical issues

and customer needs and requests.

. Intake and either handle or redirect emails to generic support email

address.

Softscape, Inc.

Quality Assurance Analyst January 2004- November

2007

Softscape is on the cutting edge of advanced technology for improving human

capital management and government case management. With global customers

across 46 countries representing millions of workers, Softscape continues

to add leading Global 2000 and government organizations to our success

stories.

. Spearheaded testing of Softscape product lines, including

AchievementPlus, WorkforcePlus and CaseOne

. Tested security and field changes to ensure reflection of software

enhancements and bug fixes

. Made testing protocol a structured process by creating quality

assurance policy for the team

. Monitored testing processes and refined guidelines as needed

. Coordinated defect resolutions with engineering, consulting and

technical support using Bugzilla

. Served as liaison between technical and non -technical personnel

. Developed and executed test cases with the technical specifications,

test plans and functional specifications

. Involved with the life cycle of CaseOne (Some BA work was required)

. Reviewed and edited user documentation, training plans and curriculum.

Assisted business analyst with developing and applying evaluation to

the process

. Wrote test status reports

. Developed automated tests scripts, defining scenarios and procedures

to test the performance applications

. Prepared test final reports that included evaluation and

recommendations regarding software releases and their deployment into

UAT and Production

. Packaged and released patch fixes for existing software products

Unique Temporary Services ~ Ada S. McKinley East Campus

Secretary December 2002- September 2003

. Distributed all incoming phone calls and mail into the center

. Tracked office expenses and created monthly reports for the principal

. Prepared invoices and accounts receivable, payable and banking reports

. Created and maintained file management system

. Provided advanced support to the Assistant Principal

. Made independent decisions within established guidelines and supported

teachers with organizational details

. Coordinated and scheduled appointments and made travel arrangements

. Oversaw budget management and workflow scheduling

CHAC The Section 8 Program

FSS/Mobility Secretary November 1999 - September 2002

. Processed security deposit loans and loan request for Section 8

voucher recipients

. Managed and maintained the distribution of DCFS vouchers, housing

location papers and re-certification

. Managed and maintained monthly reports for distribution of delinquent

loans (getting Section 8 over half of the loan money back)

. Created and produced monthly departmental newsletters along with

additional clerical duties

United HealthCare of Illinois

Contract System Specialist December 1996- November 1999

. Performed System, Integration, Security and Access level testing

. Tested numerous reports that were generated weekly and monthly

. Used SQL Queries for database maintenance of Provider demographics,

their affiliates, contracts and fee schedules

. Knowledge of Reading and Understanding Provider and Hospital Contracts

. Created and Tested accuracy of all data information from various

provider directories

. Terminated and deleted providers from various databases that did not

meet established criteria

. Prepared test reports, evaluate and communicate decisions and impact

on whether the release can be deployed into production

Support Coordinator

. Customer Service to several thousand patients providing Medicare and

Medicaid Authorization through inbound calls

. Responsible for Pre-Certifications for different product lines

. General Office duties

Data System Specialists

. Responsible for data input and data maintenance of physician's

credentials within the organization

. Input physicians applications for Approval

. Monitored all physician data systems, keying data pertaining to

medical malpractice insurance, Sites and Ancillary Providers

Education:

University of Phoenix Currently Enrolled

Illinois State University Normal/Bloomington, Illinois

Contact this candidate