Customer Service Software

Carol McCarvell

*** ********* *****, ********, ***** 78652

512-***-**** ? *********@*****.***

RELEVANT EXPERIENCE

Bioware Games ? Austin, Texas

QA Platform Tester Temporary ? 06/2009 - 09/2009

. QA Software Testing of new Star Wars Game Website

. Participated in the first International Web Launch for France and

Germany

. Researched and documented the Oracle Database schema for the new

online Gaming Billing System

. Discovered and reported 40% software defects during the first two

weeks of employment

. QA tested new Beta Tester Registration Website functionality

Multimedia Games ? Austin, Texas

Software QA Tester ? Temporary ? 07/2008 - 01/2009

. Tested Gaming Software, backend accounting systems, defects, and game

reports

. Planned, conducted, and documented system tests, regression tests, and

integration tests

. Validated database integrity and performed system troubleshooting

. Recognized for outstanding performance with vendor relations and

certification testing

. Completed 95% of test projects on or ahead of schedule

Texas Mutual Insurance Company ? Austin, Texas ? 03/1997 - 11/2007

Software Support Specialist ? 11/ 2005 -11/2007

Senior Support Technician ? 06/2000 - 11/2005

Help Desk Technician ? 03/1997 - 06/2000

. Provided second level software support for customers on financial,

reporting, and insurance applications

. Demonstrated 100% success rate of software promotions to production

using Change Management Software

. Quality tested software system defects, software upgrades, and website

functionality on Windows 2003 Servers and IBM iSeries platforms

. Validated database integrity using SQL and DB2 queries

. Trained technical support staff in hardware support and software

install procedures

. Maintained work assignments of Help Desk staff

. Promoted five times during 13 year tenure at Texas Mutual Insurance

. Commended for completing over 59% of Team's support calls as Support

Specialist

. Consistently received highest ratings in customer service in all

positions

. Recognized for exceptional performance in heading Disaster Recovery

project

. Awarded the Shining Star for Excellence in Customer Service

SKILLS

Server Experience: Windows 2000, Windows 2003, Active Directory, SQL 2000,

SQL 2005, and IBM iSeries platforms

PC Experience: Windows 98, 2000, XP, Vista, PC and Laptop hardware support

Software: MSOffice 2007, IBM DB2 Change Management, Infinium, SQL and DB2

queries, Heat, Lotus Notes, HP Quality Center, TechExcel DevTest,

PerForce, and Extraview.

EDUCATION

Durham Nixon-Clay Business College ? Austin, Texas ? 03/1984 - 12/1984

Computer Programmer Graduate with Honors

900 hours of class instruction in Programming, Accounting, and Law

Austin Community College ? Austin, Texas ? May 2010

Thirty-three credit hours of classes in Business Management and Computer

Science

CERTIFICATIONS

. A+ certified PC Technician

. Microsoft Certified Professional

. Help Desk Institute Customer Support Specialist

. INS21 Property & Liability Insurance Professional Certification

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