Customer Service Quality Assurance
Resume:
Humam Said
Carson, CA *****
**********@*****.***
PROFESSIONAL SUMMARY
Software QA Analyst/IT Help Desk Support and Fresh Bachelor of Management Information Systems
Graduate from California State University of Long Beach with experience in both Manual and Automated
testing of client/server and web based applications in the mobile/IT Industry as well as help desk IT
support and networking.
SPECIFIC EXPERTISE
o • Good understanding of the Software Development Life-Cycle (SDLC), STLC, Bug Life Cycle and
software development methodologies, including Waterfall, Iterative Methodologies like AGILE .
o • Reviewed Business Requirements Document (BRD) and Design Specifications in detail.
o • Skilled in creating test data including the Precondition Data, Test Input Data, and Regression Data
for both positive and negative test cases.
o • Proficient in MS Office, MS Visio
o Basic Understanding of Programming in jQuery, Java, HTML, VB
o Basic Understanding of Manual tester and Black box testing and some white box testing.
o Good Experience in maintaining computer hardware such as upgrades and trouble-shoot.
o Using Microsoft Dynamics CRM to verify database of new and existing Clients in Sales and Help
Desk, as well as using Remedy for ticketing in Help Desk.
o Fluent in Indonesia and English
EDUCATION
California State University Long Beach
• Bachelor Degree 2012 in Business Administration with concentration in Management Information
Systems (Decision Technologies)
SKILLS
Database MS Access 2007 and 2010, SQL, PL/SQL
Programming Language Java, Visual Basic, HTML, jQuery
Web Browsers Safari, Mozilla Firefox, Opera, Google Chrome, IE
Other Products and Tools MS Office 2003, 2007 and 2010, Visio 2007 and 2010, RequisitePro,
Dream weaver CS5, Photoshop CS5, Microsoft Dynamics CRM, NAV
2009 (in-class environment)
1
Operating System Windows 9x/XP/NT/2000/Vista/7, Ubuntu, Linux, DOS, WebOS,
Android OS, iOS, Blackberry OS
Testing Tools Quality Center, QuickTestPro,, LoadRunner, Selenium, Bugzilla,
Jira, Rational Clear-Quest
PROFESSIONAL EMPLOYMENT HISTORY
Global E-Recyclers Inc. Feb 2012 –
June 2012
Temporary Sales and Customer Service (Telemarketer)
Perform cold-calls with various clients and email information about E-Waste events
Used Microsoft Dynamics CRM to generate client leads and save in the database system for future calls.
Use Outlook for email and collect data and generate leads for clients
Assist manager and supervisor in generating leads and responsible for emailing clients.
Federal Aviation Administration (FAA) June 2011 – June 2012
Information Technology Help Desk (Customer Service Intern)
• Oversee the daily performance of computer systems of Tier 1/2/3 support.
• Set up equipment for employee use, performing or ensuring proper installation of cables and network and personal printers,
operating systems Windows XP and Windows 7, and software such as Dameware for remote to user computer, Logmein,
BMC Remedy for user queues, and Lotus Notes Email.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation
specifications for around 200-300+ clients onsite and offsite.
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation.
• Using Excel, Powerpoint and word spreadsheets in 2007 and 2010 versions.
• Refer major hardware such as monitor or printer issues or software problems such as installation failures or defective
products to vendors or technicians for service.
Securitas Inc. / Intercon Security Systems Inc. March 2008 –
December 2010
Private Security
• Patrol Areas of Kaiser Permanente Hospital
• Generate Daily Activity Reports (DAR)
Northrop Grumman, Los Angeles, CA Feb 2007 –
June 2007
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Information Technology High School Intern
• Temporary Internship Assistant IT Working with Microsoft Excel/Word and Power point, Recorded Flight Data from
Boeing projects.
• Data Entry Service with more than 100+ plane parts using Excel 2003 spreadsheet
College Life and Volunteers
Permias (Indonesian Student Association) 2008 - 2010
Information Systems Student Association (Vice President 1 year) 2010 - 2011
SCPD Awarded Business Excellence, Community Scholars and Corporate Mentoring (Leadership
Program) 2012
SSSP (Student Center Professional Development) 2011- 2012
Excellence in English Language 2011
Training in Business Analyst and Quality Assurance (June 2011 – August 2012)
3
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