Engineer Customer Service

HAROLD D. SHERMAN

**** ***** ****** # *** • Kissimmee, FL 34741 • 805-***-**** • *******.******@*****.***

SOFTWARE QUALITY ANALYST

Software Quality Analyst with 11 years experience in creating and executing test cases.

Demonstrated ability to create and execute acceptance and integration test cases for new features.

Demonstrated ability to translate test cases into test automation scripts.

CORE COMPETENCIES

QA Engineer Test Plan/Scripts Unit/Backend Testing

Process Improvement Credit Card & Gift Card Customer Service

Payment Systems

PROFESSIONAL EXPERIENCE

WALT DISNEY WORLD JUNE 11 – DECEMBER 11, 2012 ORLANDO, FL

SOFTWARE QUALITY ASSURANCE ANALYST (CONTRACT)

Manually executed test cases for new builds of the WDW Point of Sale software and the associated

Electronic Deposit application, verifying that the financial reports at the terminal and the back office accurately reflected

transactions.

Executed Financial Integration test scripts during certifications of new releases with financial partners.

Documented test case results, reported defects, made daily status reports.

Participated in periodic test case review meetings.

SOLUXIONS AUGUST, 2010 – AUGUST, 2011 CARPINTERIA, CA

SQA ENGINEER (CONTRACT)

Created and executed test cases for manual tests of enhancements to a Quick Service Restaurant Point

of Sale software application during 2 sprints of the Scrum cycle.

Extracted requirements from story cards provided by customers and technical design documents created

by Soluxions developers.

Designed test cases to verify that the requirements were met.

Documented test case results, reported defects, logged test case discrepancies and reported status results.

Participated in daily Scrum meetings.

Assisted the customer’s internal QA department in executing the test cases and analyzing the root cause of

discrepancies detected.

Collaborated with the development team in unit testing, analysis of root cause of bugs detected.

Reviewed release documentation for accuracy.

CKE RESTAURANTS, INC. SEPTEMBER, 2002 OCTOBER, 2009 CARPINTERIA, CA

SENIOR QUALITY ANALYST

Created and executed test cases for manual tests of enhancements to an in house touch screen food service POS

application written in .NET using a SQL database.

Worked with 3rd party credit card and gift card processors to certify the POS application worked with their applications.

Created and executed comprehensive regression test matrix for the same application, including verifying that the back

office reports correctly reflected the transactions at the POS registers.

Created and executed test cases for new back office features.

Reported bugs and suggested possible enhancements to developers.

Documented new features in version release documents.

Created parallel Mercury Winrunner and Rational Robot test scripts to regression test a back office application.

INFOGENESIS JUNE 1999–SEPTEMBER 2002 SANTA BARBARA, CA

QA TEST ENGINEER

Created and executed test cases for manual tests of enhancements to a touch screen food service POS application

written by InfoGenesis for multiple customers.

Led testing teams of 2 3 test engineers working on the same feature.

Documented test case results, reported defects, logged test case discrepancies and reported status results.

Documented new features in version release documents.

Participated in company wide process mapping process over a period of five months, run by a consultant from

Business Enterprise Mapping.

Chaired cross department Assessment Team that interviewed process owners on a regular schedule to determine

what problems they were experiencing in their processes or in interfacing to other processes, reported the problems to

management team for resolution. Developed and documented QA departmental procedures, utilization of QA tools

and trained new users.

Developed credit card verification simulator in Visual Basic to receive credit card authorization and settlement

requests from back office services by serial interface or UDP datagrams, return approvals, denials, etc based on card

numbers and amounts received.

Developed Visual Basic simulator to respond to room charge requests to a 3rd party property management system,

returning either a single occupant name, lists of 2, 3, or 4 occupants, or a code to indicate that the room was vacant,

based on the room number or name requested.

Created Rational Visual Test scripts to simulate operator keystrokes, regression test the hospitality back office

configuration application.

INFOGENESIS 1988 1999 SANTA BARBARA, CA

APPLICATIONS DEVELOPER

Developed a retail inventory package in IBM 4680 basic for IBM 4680 store controller systems.

Wrote comprehensive functional specifications for purchase order and receipts modules and physical inventory

modules of retail package.

Maintained and enhanced user exits for IBM retail POS terminal application, adding functionality to support room

charges (interfacing to a property management system), credit card tenders, etc.

Worked with Customer Relations to survey users on new features desired and revise user manuals to reflect new

features added.

Taught classes for customer support representatives and system engineers on various aspects of the retail package,

including preparing course materials, behavioral goals for each class, and open book and take home exams for each

class.

COMPUTER PROFICIENCIES

Platforms: Windows 2000 Professional/XP Embedded/7/ NT Workstation 4.0

Software: MS Office Suite, MS SQLServer Management Studio, Rational Robot, Mercury Winrunner

Databases: MS SQL Server 2000/2005/2008

Languages: XML, SQL

EDUCATION & CERTIFICATION

BACHELORS, ENGLISH Florida Southern College

MASTERS, LIBRARY SCIENCE – Florida State University

AA, Computer Science – Moorpark College

Certificate in Programming / Operations – Control Data Institute

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