Customer Service Quality Assurance

CAREER SUMMARY

Quality Assurance professional with over 10 years of experience

Extensive experience writing complex test plans and test cases based on testing requirements

Experience creating and administering testing software

Strong written and verbal communication skills

Detail oriented and driven to deliver high quality products

CAREER HISTORY

Summit Polymers, Sturgis, MI Sept 2015 – Mar 2016

Currently working a non-IT position while searching for a QA Tester position in West Michigan.

Nimico, Sturgis, MI July 2014 – present

Create and maintain home based eCommerce business for antiques and collectibles

Worldspan/Travelport, Kansas City, MO 1994 - July 2014

Quality Assurance Software Engineer 2005 - 2014

Create all Test plans, test tools and documentation for assigned projects. The projects include communications software between travel agencies, internet vendors and end users to the Worldspan/Travelport Global Distribution System. These projects include Enterprise Gateway, Nexus Enterprise Gateway, Nexus Tools, Winlcn, Winlcn Tools, SMI, TAS, JIRA, UAPI, and Pool Manager.

Complete all testing including performance, regression and end to end testing of all projects listed above. Compete and record all test results and defects in Service Center. Assist programmers in recreation and testing of all defects and performance issues discovered in testing.

Wrote basic SQL to create and verify test data

Administrator for all software configurations related to projects listed above. Responsible for additions, deletions and updates of all customer information.

Quality Assurance analyst 2002 - 2005

Wrote test plan documentation for assigned projects from Technical Design Documents. Bookit Pro, Go Res, ITV and many others. Won Achievement award for Bookit pro’s excellent performance.

Complete testing of assigned projects according to the test plan documents created. Record all findings and defects in Mercury Quality Center and Service Center for resolutions. Create Microsoft word documentation for pass or fail detailing all testing for rollout of project.

Assist programmers with resolutions and testing of any defects found in testing.

Senior Service Rep/Global Escalations 1998 - 2002

Assist Customer Service Reps in resolution of difficult and out of scope calls for first point of contact resolutions. Record and document all resolutions in Service Center Software.

Research and resolve all escalated issues unable to be resolved at first point of contact. Record and document all research completed and resolutions.

Customer Service Rep/Technical Support Rep 1994 - 1998

Responsible for assisting Travel agents with first point of contact resolution of functionality and format issues, within the Worldspan / Travelport software environment. Reporting each call within Service Center with great detail. Set many high call achievements for call center.

Assist Travel Agents with first point of contact resolution regarding issues in travel bookings acting as liaison between Agents and Airlines, Hotels and Car rental companies.

Assist Travel agents with first point of contact resolution involving hardware issues, (PC, Printer and Communication). Was the first ever cross trained employee to handle both functionality and hardware issues. This includes supporting all operating systems.

EDUCATION

High School

College

Technical

Diploma

Attended 1 year

Completed

Kalamazoo Central High School, Kalamazoo, MI

Grand Valley State University, Allendale, MI

Worldspan Travel Academy, Kansas City, MO

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