Customer Service Quality Assurance
Resume:
Jessica D. Langley
***Quinn Road
Collierville, TN 38017
Summary of Qualifications
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• Technical writing
• WIKI design and implementation from scratch using Sharepoint 2010
• Lead technical advisor for technical writing and WIKI implementation
• Website design and management
• Software quality assurance and testing experience in a wide variety of
environments including Windows, UNIX, LINUX,SQL, PICK legacy
systems, and Internet based applications.
• Liaison between the business and developers with my ability to
understand and simplify more complex materials in a way the business
can appreciate
• Functionality, reliability, usability, installation, and related test
methodologies.
• Leadership role in creation and execution of QA and testing processes,
strategies and plans along with bug documentation and regression
testing.
• Testing new and altered code, regression testing, user acceptance testing,
integration of new applications into the existing work flow and processes
• Application development for PICK legacy systems
• Managing multiple projects with all levels of priority
• AP/AR reporting and data analysis
• Ability to understand and simplify more complex workflows and relay that
information back to the business.
• Comfortable working on medium sized and above project with all levels
of priority
Work History
July 2012 – Present, Vendor for FedEx Memphis, TN
Technical Writer/Lead Technical Advisor
• Gather documentation that users have put together and polish it into
something that is acceptable for use by the general population as work
instructions
• Create documentation from scratch on processes for use by the general
work force as work instructions
• Meet with users to gather information in order to document previously
undocumented process
• Design layout for internal WIKI that will house all work instructions as
separate site pages in SharePoint 2010
• Implement WIKI in the appropriate layout for users for both US as well as
other regions to access work instructions
August 2010 – May 2012, Stone River Pharmacy Solutions (formerly Third Party
Solutions), Memphis, TN
Business Analyst
• Gather requirements needed by business for coding and reporting changes
within the PICK database
• Act as a liaison between developers and the business to relay in a simplified
manner the way more complex work flows and applications are used and
how they work
• Write test plans to ensure that changes made to code meets all requirements
of business
• Test code that has been altered to ensure it meets the business need
• Regression test all code that is to be released to ensure that it has no impact
on the current programs in place
• Gain user acceptance sign offs via UAT
• Gain Decision Request documents when a problem arises that the business
needs to weigh in on during the coding portion of updating a process or
application
• Release programs into production as needed
• Customer support for users who use our sister company P2P Link
• Extraction of bills and reporting using SQL queries
• Monitor production bills that have been processed to ensure that all bills go
out
• SAS reporting and file refreshes and data loads
August 2009 – August 2010, EVS Corporation, Memphis, TN
Operations Administrator
• Read log file of backups performed from previous night to ensure clients
backup sets completed successfully
• Create tickets as needed from any errors that occurred during the log read
• Prioritize tickets
• Assign tickets to Engineers
• Huddle team to ensure all tickets have been updated as needed and to
manage the work load of Engineers
• Q/A and feed back to developer
• Design, develop, and maintain Inventory software
• Tracking of USB/NAS
• Change control management
• Software Release and repository management
• Appliance Q/A
• SCO, Wiki, and Patch management tracking
March 2008 – November 2008 SWE Memphis, TN
Business Engineer
• Tested software to ensure there were no bugs before sending new builds
on to customers
• Used VTS to create new test scripts
• Customer service calls from banks all over the United States to aide in
troubleshooting software issues
September 2006 – May 2007, NSA Collierville, TN
Senior Programmer Analyst Pick Basic
• Designed and implemented programs on a legacy system using
UNIVERSE
• Converted data from UNIVERSE into XML format
• Gathered user requirements for requested alterations of existing and the
creation of new applications
• Tested applications to ensure they comply with user requirements and
specifications
August 1998-August 2006,Third Party Solutions, Memphis, TN
Implementation/Release Manager
• Responsible for coordinating source code releases for a fortune 500
company.
• Assisted in development of policies and procedures to support a change
management environment.
• Designed and implemented a source code repository structure to support
web applications, desktop, UNIX, Linux, and legacy applications.
• Responsible for change management request system.
• Gathered user requirements for internal user requests
• Tested applications to ensure they comply with user requirements and
specifications
• Performed integration, user acceptance and regression testing for all
applications
Programmer Analyst
• Developed and maintained legacy system applications in PICK basic.
• Gathered user requirements for requested alterations of existing and new
applications
• Identification of test data and scenarios to accommodate unit and system
testing.
• Testing of completed alterations to new and existing programs for the team
• Managed an internally developed IT request system for end users.
• Performed routine legacy system database maintenance functions.
• Responsible for encryption of incoming and outgoing EDI files.
• Migrated 150+ users from green screen terminals to personal computers.
• Provided end user training and support on the MS Windows 2000 platform.
• Assisted in maintenance of MS Windows 2000 server environment.
• Performed Basic AIX Server Maintenance.
• Developed and maintained legacy system applications in PICK basic.
Education
1999-2001 Southwest Tennessee Community College, Memphis, TN
Associates degree in Visual Desktop Application Development.
3.8 GPA
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