Customer Service Quality Assurance
Resume:
Dennis Brown
Analyst, Quality Assurance, System/Regression Test, CSTE
Mr. Brown is a Certified Software Test Engineer and his background includes various aspects of requirements analysis, project management, integration testing, regression testing, use case methodology, and end-user training. He is an experienced Quality Assurance Analyst with responsibilities including developing business rules and defining system requirements through derivation and decomposition of various precursor documentation, as well as subsequent functional test planning and execution. He is familiar with standard Software Development Life Cycles as well eXtreme Programming (XP) methodologies. His work is guided by three main principles: results, versatility and professionalism. He has also managed test teams and testing projects and is experienced in both mainframe and client/server environments. He started with Spherion Technology Consulting (formerly Interim) in September 1999, and he was employed by WorldCom (formerly MCI) for the prior ten years.
YEARS IN INFORMATION TECHNOLOGY: Nine
INDUSTRIES: Telecommunications; Insurance; E-Commerce
APPLICATIONS: Response Time Measurement; Regulatory Affairs; GUI & EDI System Test; Automated Regression Testing; E-Commerce; Order Entry; Switch Provisioning; Y2K Compliance; Customer Service
OPERATING SYSTEMS: Windows 3.X, 95, 98 & NT; Sun Solaris; OS/2 GUI; Java GUI; IBM Mainframe; TSO; UNIX
COMMUNICATIONS TOOLS: TCP/IP; CICS; EHLLAPI; Registry Messaging; HTTP; XML
TESTING TOOLS: VALI-Test Pro, Rational ClearDDTS, Mercury Test Suite
OTHER TOOLS: SQL; MS Project, Word, Excel, PowerPoint, Outlook; Visio; File-Aid; Web App's; Lotus Notes; WordPerfect; JCL
METHODOLOGIES: Structured Software Testing; CMM; XP
EDUCATION: Bachelor of Science,
Mercy College, Dobbs Ferry, New York
Master of Technology Management,
University of Phoenix, online curriculum (in progress)
CERTIFICATIONS: Certified Software Test Engineer (CSTE) granted by Quality Assurance Institute (QAI)
PROJECT EXPERIENCE
Telecommunications; Response Time Measurement
10/2000
- presentSpherion Consultant
to the IMA Automated Test & Measurement team at Qwest
As a Consultant
to a major Telecommunications Company, Mr. Brown led analysis and requirements development for maintenance and enhancement of a Response Time Measurement tool, which uses Mercury's WinRunner & LoadRunner, to measure and report on transaction response times of the system which provides Competitive Local Exchange Carriers with non-discriminatory access for purchasing and provisioning local exchange services from the company, a very large telecommunications provider headquartered in Denver. This automated tool was necessary to provide the facts and reports required by the FCC and other regulatory bodies in order to prove the company is providing equal access to it's OSS's for ordering local services. Mr. Brown is also a direct participant in analysis, investigation and resolution of issues involving various parties directly related to PUC/Regulatory/FCC 271 approval. He is also currently performing requirements analysis and authoring test plans and test cases for WinRunner automated Regression testing of this Wholesale application for placing orders from the Competitive Local Exchange Carriers.
Environment: Telecommunications; Regulatory Compliance; Mercury Test Suite; Rational ClearDDTS; WEB GUI; EDI; UNIX; VISIO; WINDOWS NT; NETSCAPE; INTERNET EXPLORER; MULTIPLE INTERFACING SYSTEMS; MS PROJECT, EXCEL, WORD and POWERPOINT.
Insurance Industry; E-Commerce
3/2000 - 9/2000Spherion Consultant
to Zurich Web Portal System Test team at Channelpoint
For a large Insurance industry E-Commerce applications developer, performed requirements analysis, test planning and test execution for a web-based, limited B2C insurance quotations and sales application. This application will initially provide sales and service for term-life insurance in phase I, and other lines of insurance business, like automobile, home, recreational vehicles and others will follow in subsequent phases. It was presented as an affinity group membership website where employers and others can offer value-added benefits, as well as standard insurance, to their employees or affiliated groups. Mr. Brown carried out the following duties:
* Performed many iterations of requirements development to derive and document all functional requirements for this new system.
* Applied Structured Software Testing techniques in planning the test of this new development, with an emphasis on requirements trace-ability.
* Developed summary, high-level and detailed test cases to verify that functionality meets all customer requirements.
* Maintained test cases to integrate approved Change Control items during this phased approach for delivering functionality to the QA test environment, and subsequently to the customer.
* Performed test executions and documented related defects in a web-based bug tracking system. Also participated in bug prioritization and re-testing upon fix delivery to QA.
Environment: B2C Internet Insurance Quotations & Sales; WEB GUI; WINDOWS NT; SUN SOLARIS; ORACLE DB; NETSCAPE; INTERNET EXPLORER; MULTIPLE INTERFACING SYSTEMS; MQ MESSAGING; MS PROJECT, EXCEL, WORD and POWERPOINT.
Telecommunications; Switch Provisioning Systems
12/99 - 2/2000
Spherion Consultant
to the APRIL/MARCH System Test team at USWest
For the major regional Telecommunications operating company, Mr. Brown performed requirements definition and subsequent test planning for an enhancement to one switch provisioning system and also assisted with functional system testing on another switch provisioning system. Responsibilities included:
* Decomposed the initial Statement Of Work for an enhancement to the March system and performed the subsequent requirements definition and documentation.
* Produced the Test Plan for this system enhancement, driven down to the build, script, scenario and test case level.
* Also assisted with test case execution for the 'April' switch provisioning system.
Environment: Telecommunications, Switch Provisioning; UNIX; WINDOWS NT; MS WORD; MS EXCEL; MS PROJECT.
Telecommunications; Customer Service Desktop Applications
3/97 - 9/99
MCI/WorldCom Employee
For a major telecommunications firm, served as a quality assurance test analyst for an OS/2 GUI order entry system comprised of over 30 applications supporting 300 plus customer service desktops. Identified business requirements; created, implemented and executed test cases. Became the Integration Test lead for future date Y2K-compliancy testing of this system with 57 interfacing or down-stream systems. Responsibilities included the following:
* Applied Structured Software Testing techniques to development efforts.
* Performed test planning and test execution of system enhancements and new system integration test plan and test data to ensure system performance according to specifications.
* Organized all test cases into many subsets and requested various iterations for appropriate regression testing by the Automation team via WinRunner and analyzed the results, throughout the release cycles for each application.
* Performed test executions and documented defects. Determined the validity of the system with respect to the users' needs and requirements, as well as Y2K compliance.
* Participated in JAD's, A&D walkthroughs, conference calls, status bridge calls, problem research and any other expected activity in support of assigned projects.
Environment: Telecommunications, Customer Service; OS/2 GUI; IBM MAINFRAME; IBM PC; CLIENT/SERVER; MULTIPLE INTERFACING SYSTEMS; EHLLAPI; MESSAGING; LOTUS NOTES; WIN95; MS PROJECT; EXCEL.
Telecommunications; Midrange Database 1/96 - 3/97
MCI Employee
For a large telecommunications company, was the quality assurance analyst for a midrange database that linked new services with the legacy mainframe and client/server order entry systems to create a new, bundled product offering. Major responsibilities included the following:
* Decomposed customer requirements to derive & develop detailed requirements.
* Developed specialized test plan to verify accuracy of order entry between mainframe and client/server systems for a new product where the amount of test data and test iterations/cycles would be severely limited.
* Planned Acceptance and Integration test scenarios and scripts.
* Developed detailed test cases, including expected results.
* Defined and created test data required for all test cases.
* Executed test cases and documented defects.
* Performed regression testing of each release of the system after corrections and/or enhancements were made.
Environment: Telecommunications, Order Entry, Telemarketing; IBM MAINFRAME; IBM PC; WIN-NT; ORACLE DB; SQL SERVER DB; SQL; WEB-BASED DEFECT DOCUMENTATION &REPORTING; POWERPOINT.
Telecommunications; Legacy Order Entry Systems Re-engineering 8/95 - 1/96
MCI Employee
For a complete re-design of order entry systems for a large telecommunications firm, Mr. Brown served as the subject matter expert for a reverse engineering effort to replace existing, legacy order entry and order processing systems with a unified, more robust, Y2K-compliant system. Responsibilities included the following:
* Identified the business rules of the legacy systems.
* Documented functionality using object oriented use cases.
* Identified & validated requirements for the new system.
* Developed high level test plans to verify functionality of the new system.
* Created & promoted a company-wide resource to solicit, evaluate and implement improvement suggestions for the new system.
Environment: Telecommunications, Order Entry; IBM MAINFRAMES; INTRANET; IBM PC; LOTUS NOTES; WINDOWS; WORD.
Telecommunications; Mainframe Customer Information System
2/93 - 8/95MCI Employee
For a major telecommunications firm, Mr. Brown was a member of a test team for a mainframe customer information order entry and order processing system for business customers. Validated new developments and enhancements through the application of structured software testing techniques. Additional responsibilities included the following:
* Verified customer, and derived, requirements for the order entry and order processing of online and batch applications.
* Developed test plans and test cases, including expected results.
* Defined the test data required to execute varied test iterations and test cycles.
* Executed test cases created for on-line and batch applications.
* Documented test results and defects found.
* Re-tested defects upon resolution and regression tested balance of application.
Environment: Telecommunications, Order Entry; IBM MAINFRAME; CICS; DB2; TSO; FILE AID; JCL; MESSAGING; WIN3.X; LOTUS NOTES; WORDPERFECT
DENNIS BROWN
abpv6w@r.postjobfree.com
19782 E. Greenwood Drive, Aurora, Colorado 80013
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