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Customer Service Quality Assurance

Los Angeles, CA
March 14, 2018

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Michael Makar

Los Angeles, CA ***** 626-***-****

Hands-On QA / SDET Manager

Highly Technical Mentor and Motivator, Increasing Testing Efficiency and

Throughput via Automating Testing

Build QA teams with onshore / offshore automation, load, and manual test engineers. Provide excellent coaching to team, conducting training and mentoring as needed, and assessing resource needs including hiring, and salary and annual reviews. Manage QA team in very fast-paced environments, providing quality results to multiple clients and projects and under very tight schedules.

Technical areas of expertise include:

Load and performance test and management experience using Mercury Load Runner, and Microsoft Visual Studio Platinum with ability to detect bottlenecks and make suggestions to significantly stabilize application stability and performance

Testing and management experience on Java / Linux as well as .NET / Windows applications

Backend testing /management experience on Oracle, MySql, and MS SQL Server

Performance monitoring of webserver and database CPU and network using Nagios, Geneos, and SQL management Studio

Mobile application programming and testing using Java and Android Studio

Advanced .Net programming knowledge and experience using VB.Net and C#--developing desktop and web applications

Creating complex stored procedures involving multiple table joins and aggregate functions

Building automation frameworks using Ruby / WATIR, Selenium with C#, and HP Quick Test Professional v10.0 (using VBScript) to test front end, services, APIs, and stored procedures

Technical Skills

Testing Tools:

Ruby / Watir, Celerity, HP Quick Test Professional v.10, Mercury LoadRunner, Selenium, Microsoft Visual Studio Platinum, Soasta CloudTest, White Box Testing, Load and Performance Testing


Java (mobile development), Asp.Net, VB.Net, C#, Ruby, JQuery, Jruby, VBScript, SQL,

Audio & Video Editing / Web Streaming:

Pro Tools, Sonar, Windows Media Encoder, Flash, and Adobe Premiere Pro, Avid, Adobe Audition

Hardware / Platforms:

PC (Windows 95, 98, 2000, XP, Vista, Windows 7, 8, 10), Mac (OS 8, 9, X), Android and Apple phones and tablets,

Building computers from scratch, computer troubleshooting, repairs, installations, upgrades, maintenance, networking, and consulting

Web Design:

Macromedia Studio, HTML, JavaScript, PHP, ASP.NET, Web Services, XML, JQuery

Professional Experience

AMERICAN LEGALNET INC, Encino, CA Jan, 2017 June, 2017

Software Quality Assurance Manager

Oversaw all aspects of quality assurance for Company’s legal web application, including development, organization, and prioritization of test cases considerably raising the bar for quality. Worked with Product and Dev managers to

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establish scrum methodology, accounting for more efficient software testing and delivery. Led scrum standups and sprint product demo meetings for the whole company.

Provided guidance and mentorship to onshore and offshore teams. Set testing strategy for both manual and automation testers. Code reviewed C# and Java test automation scripts.

Built test automation framework from scratch using Selenium and JavaScript, considerably maximizing test coverage and reducing test time.

Researched, identified, and managed offshore software testing vendor to expand test coverage and reduce costs.

EXPERIAN MARKETING SERVICES, El Segundo, CA July, 2013 March, 2016

Global Software Development Engineer in Test (SDET) Manager

Built and managed SDET Team. Developed vision and strategy for tools as well as automated unit, integration, and performance tests to uphold quality for the Experian Marketing Services Multi-Channel Marketing Platform (CCMP). Platform is built usingAsp.Net / C# / SQL Server technology.

Managed and mentored SDET team as they built a custom internal testing application written in Asp.Net / C#. Application provided tools and utilities to service the QA, Dev, App Ops, and Client Services Teams. Features included custom monitoring tools, custom performance test tools, custom API test tools, automated integration tests, and automated API tests

Managed and mentored a team of UI automation engineers using Soasta CloudTest and Selenium, providing automation framework strategy and approach.

Managed and mentored a team of performance test engineers using custom built performance test tools and Visual Studio Ultimate.

oProvided performance test strategy and approach.

oReviewed test results, provided analysis on performance metrics, made recommendations for performance optimizations, and validated optimizations.

Hired, managed, and mentored junior-level blackbox testers, solving company’s need for additional testing resources on a low budget. Accounted for higher testing throughout, more deliverables, and higher quality releases while saving money for Department.

Provided strong communications among other departments, including Development, Product, and Executive teams to set expectations and deadlines.

Set up Jira dashboards and communicated testing status to stakeholders in Bug Scrub and Triage meetings.

Hired and trained team members, conducting semi-annual performance reviews.

TRUECAR, Los Angeles Area, CA June, 2010 May, 2013

Manager of Quality Assurance

Managed and mentored QA department team of automation, load, and manual test engineers, overseeing hiring, training, and semi-annual reviews of team.

Managed and motivate QA team, meeting timeliness with emphasis on quality. Assigned QA resources to projects, reviewed defects submitted by the team, created testing schedules and estimates, and led bug review meetings with Business, Engineering, and Product Teams.

Managed testing on web-based Java / Linux / SQL Server internet platform and mobile application that incorporated over 100 major affinity groups such as American Express, USAA, Bank of America, Capital One, and others.

Improved testing quality by ensuring proper test plans, test cases, checklists were in place and strategically utilized by the team.

Improved performance of QA team with various initiatives, implementing new processes before release, having team to adhere to new process, collaborated with Development to analyze risk between testing and timing, and collaborated with project manager(s) to coordinate releases.

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Provided strong communications among other departments, including development, product, and executive teams to set expectations and deadlines, accounting for improved client relationships and client retention.

Developed custom Desktop .Net and Asp.Net applications (in C# and VB), facilitating functional, automated, and performance testing of the database, stored procedures, web services and APIs. Tools are used by the entire Technology team.

Increased Controller / Repository unit test coverage in .Net MVC application from 4% to 90% and measured unit test coverage by using JetBrains DotCover.

Developed ASP.NET tools that SSH into Linux application servers and executed commands, checking build versions, tail log files, and grep for errors, deploying builds, and displaying results on a web pages.

Developed automated custom.Net tools, monitoring performance and responsiveness of servers by making Get / Post HTTP requests and verifying response time and content match strings within the response.

Created QTP scripts that automate testing of UI, XML, and JSON web services and APIs, as well as database queries and stored procedures using advanced automation techniques such as functions and Descriptive Programming.

Created automation test framework using Selenium / C#, accounting for more comprehensive testing in considerably less time with higher quality releases.

Created Ruby / Watir automation scripts, testing UI and XML services.

Created, executed, and interpreted load and stress tests using Visual Studio Platinum to test very high traffic sites, detecting bottlenecks and making suggestions to significantly stabilize application stability and performance.


Manager of Quality Assurance

Helped build from scratch and managed a QA department team of 9 onshore and offshore automations, load, and manual test engineers, hiring, training, and mentoring of QA staff.

Managed and motivated QA team, meeting very stringent timeliness.

Assigned QA resources to projects, reviewing and approving defects submitted by team, creating testing schedules and estimates, and leading bug review meetings with Business, Engineering, and Product Teams.

Managed testing on web-based Java / Linux / Oracle customizable CMS application and associated frontend, using a shared platform that incorporated over 150 major sites owned by Fox, LIN, and Scripps TV stations including,,,,, and many others.

Created QTP automation framework used by the team, accounting for increased test coverage in less time.

Programmed keyword driven automation test scripts using Ruby / WATIR and Mercury Quick Test Professional v9.5 to test the front end, and highly customizable CMS application, using advanced automation techniques such as functions and Descriptive Programming.

Created, executed, and interpreted load and stress tests using Mercury Load Runner (using C), and Microsoft Visual Studio 2005 Team (using C#), testing very high traffic sites. Detected bottlenecks and made suggestions that significantly stabilized application stability and performance.

Conducted performance monitoring of webserver and database CPU and network through Nagios, isolating and identifying the bottlenecks during performance tests.

Conducted SQL backend testing on Oracle database and SQL Developer, ensuring application data integrity.

Created customized defect workflow as Jira Administrator, creating and managing Jira users.


Quality Assurance / Automation White Box Engineer

Automated functionality and load testing as well as bug tracking, resolution verification, and regression testing for online games platform.

Completed program automation scripts using Ruby programming language and WATIR to test over 65 partner websites including AOL and IGN.

Wrote unit tests in C# to test existing code, using NUnit and Visual Studio 2005.

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Conducted backend database testing using MS SQL Server 2005.

Developed .NET application using Microsoft Visual Studio (VB.Net) to meet business requirements and website testing needs.

Tested website development projects, reported website problems, and verified corrections using standard quality assurance methodology.

NEWEGG.COM, City of Industry, CA March 2005 Jan 2006

Quality Assurance Analyst

Developed .NET applications using Microsoft Visual Studio, meeting business requirements and website testing needs, including project planning, logical design, preparation of code, regression testing, and website upgrade and support.

Tested website development projects, reporting website problems and verifying corrections using standard quality assurance methodology and tools such as automated testing and bug tracking, verification, and regression testing.

Provided Web Master / email technical support for customers, troubleshooting and resolving customer website issues.

Worked closely with Customer Service, liaising between MIS and Customer Service.

Created “Call Metrics” .Net program, helping Customer Service agents track contact totals, thereby promoting higher productivity for Customer Service agents.


Technical Support / Quality Assurance Tester / Tech Writer

Quality Assurance: Tested Classworks educational software, verifying builds with acceptance tests, tracking bugs, writing test suites, and participating in development and support meetings.

Technical Support: Provided phone and email tech support to customers, troubleshooting software, hardware, network, and server (Windows 2000 / 2003, NT, and Mac OS X) issues. Focused on customer satisfaction and closing open / unresolved tickets.

Technical Writer: Wrote and updated quality assurance test suites and product reference manuals and online knowledge base, accounting for increased comprehension of how the product works and usability of the product.

Education and Professional Development

Bachelor of Arts (BA), Audio Recording, Minor: Music, California State University, Dominguez Hills, CA


CIS (Computer Information Systems)

Microsoft Certified Professional (MCP)

Microsoft Certified Applications Developer (MCAD)

UCLA Course on Android Application Development (Jan March, 2016)

Developed Android and iOS mobile apps from scratch, having over 2000 downloads with 5 star reviews.

Awards and Other Accomplishments

Deemed best Technical Support agent by upper management (resolved most open issues) at Curriculum Advantage

High school Varsity Team Debate 1st place league championship

High school musical played lead role Scrooge in the play A Christmas Carol

Certificates of appreciation for volunteer work with Red Cross

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