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Microsoft Office Customer Service

Kernersville, North Carolina, 27284, United States
February 11, 2018

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Susan Flagg

Kernersville, North Carolina, *****



Senior Business Systems Analyst and Testing Methodology Professional in the Financial Industry specializing in leading high-performing teams from requirement analysis to User Acceptance testing through successful product launches. Excel at managing multiple projects and priorities in fast-paced environments. Innovative and solutions-focused managing projects related to applications and software testing for the end user.

Competencies include:

* Project Leadership

* Relationship Building

* User Acceptance Testing

* Talent Development

* Mentoring

* Collaboration

* Leadership

* Communication



Senior Business Systems Analyst January 2001 - August 2016

Performed User Acceptance Testing, User Acceptance Test (UAT). Planning, designing UA Test Cases, executing Test Cases, documenting defects found during UAT, resolving the issues/Bug Fixing and providing sign off.

Analyzed, planned, assessed risk, managed technical processing and test execution for User Acceptance Testing

Performed functional testing end to end downstream to cover all aspects of the project and ensure a quality product was implemented

Waterfall and Agile software development processes

Determined testing strategies, approaches, test conditions and test scripts from Business Requirements ranging from being vague/incomplete and transformed them into well written, detailed, logical and structured flow incorporating regulatory and Compliance Guidelines

Advanced knowledge of testing 3 tiered Client Service applications

Extensive Main Frame Systems Testing experience

Extensive New Product Development experience

Assessed different levels of risks to the Business and documented migration approaches

Excellent knowledge and utilization of Microsoft Office, including Viso, MS Project, Excel, MS Access and Word

Excellent knowledge of Mercury Interactive Quality Center (testing repository – uploaded test cases, performed manual and automated runs, opened defects and ran reports

Strong working knowledge of multiple Accounts Receivable platforms and interfacing systems

Strong working knowledge of Rapid Application Development process

Experienced in performing Test Execution, Validation and Defect Management in a dynamic and fast pace to market environment

Detailed oriented with excellent problem solving skills

Experienced working and communicating with both Technology and Operations Business Partners and complex Global Project Teams

Created User Guides for peers to learn the functional requirements of the project

Conducted and facilitated Test Plan and Test Result walkthroughs with Business Partners and various Management levels

Executed Manual and Automated tests

Knowledge of XML and HTL programming languages

Experience in FTP to down load main frame files by utilizing TSO (AMEX internal platform for processing data)

Used logical approach in development of and delivering presentations

Coordinated testing and project management processes with Vendor Partners (i.e. Delta, FDR, Oberthur)

Customer Service Representative January 1988 - January 2001

Interacted with customers to provide answers to inquiries involving the company's products or services.

Resolved complaints as it relates to the Call Center


Test Lead on large scale projects overseeing and managing test team of onshore and offshore internal and contingent resources

Continually identify contingency options and proactively adapt plans and priorities

Manage multiple tasks effectively while working on parallel projects

Proactively communicate to customers/clients and look at decisions and actions from a customer/client point of view for every level of management

Manage deep on-going relationships with current and potential customers/clients – develop a connection built on trust

Share critical expertise and knowledge to improve team effectiveness

Adapt communication style, content and medium to suit the audience

Actively listens and incorporates input from others

Experienced in training and mentoring onshore and offshore new hires and temporary resources on testing, standards and department processes and taught and reviewed mainframe and GUI applications

Build trust in others; is reliable and display integrity in all interactions


Quality Employee of the Month, Hall of Fame, Rings of Reward, Blue Rewards


Bachelors Degree in Psychology, University of Miami, Miami, Florida,

2 year course work: Quinnipiac University, Hamden, Connecticut, Studying Psychology

Six Sigma Green Belt Training

Microsoft Windows, Microsoft Office, Word, Excel, PowerPoint, UFT

Quick Test Professional

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