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Customer Service Project

Chandler, AZ
March 14, 2018

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Scott Fay

**** * ****** ** *

Chandler, AZ *****


EDUCATION: Purdue University BA West Lafayette, IN -- Communications/Psychology May 1992

HONORS: SPAN Plan Certificate of Excellence Recipient for Spring & Fall 1991, and Spring 1992

Kett Engineering - Test Driver 10/13 to 06/17

Assigned to VW Group of America

Volkswagen Arizona Proving Ground

Maricopa, AZ

Test Driver for prototype, near-production and production VW, Audi and Bentley automobiles at the VW Group of America Arizona Proving Ground. Complete assigned, prescribed driving on public surface streets and test tracks at the Proving Ground

Provide detailed notes and feedback to engineering and technical staff regarding vehicle and system performance

Currently qualified to drive 140 MPH on the facility’s High Speed Oval, and perform vehicle testing on the Perimeter Dirt Road and Dust Oval courses for dust intrusion analysis, as well as the South African Gravel course for body and paint durability testing

Specific experience in testing of electrical systems (Infotainment, Navigation, Lighting, HVAC) in VW Group prototype, near-production and production vehicles

Experience in durability testing of VW Group electric vehicles

Technical Professionals Group - Test Driver 03/13 to 09/13

Assigned to Toyota Motor Corporation

Toyota Arizona Proving Ground

Wittmann, AZ

Test Driver for new Toyota and Lexus automobiles and trucks at the Toyota’s 12,000 acre Toyota Arizona Proving Ground (TAPG)

Performed assigned, prescribed driving at the TAPG test facility, and on public surface streets

Kept detailed notes about vehicle and system performance observed during driving, and provided written and oral feedback to engineering and technical staff

Successfully completed training in high-speed (120 MPH),Off-Road/4x4, and Right-Hand Drive vehicles

Managed Personal Investment Portfolio and Relocated to Arizona 01/13 to 03/13

Traded Common Stock and Options Contracts on a daily basis

COMSYS (Now Known as Experis) - Contractor - Sr. QA Analyst 01/11 to 01/13

Assigned to Nationwide Insurance

Highland Hills, OH

Assigned System Testing duties for Rate Revisions rolling out the "Titan Plus" product for Nationwide's Non-Standard Auto Insurance product, which is branded as Titan Executed System Test Plan Suite. Also responsible for making any changes/additions/deletions to the Test Plan

Performed analysis on the Business Requirement Document (BRD), the Rate Factor Document (RFD) and all other supporting documentation for the Rate Revision

Created, monitored and closed Defects using HP Quality Center

Participated in a minimum of three weekly group meetings to discuss progress and status of the project

Chagrin Consulting Services - Contractor - Sr. QA Analyst 10/08 to 12/10

Assigned to Progressive Insurance Companies

Document Management Group (DMG)

Mayfield Village, OH

Assigned System Testing for various projects in the Document Management Group (DMG) using Agile Methodology

Completed testing for 20 IP Rate Revisions, now in Production

Completed testing for the KY Geo Code project. New functionality utilizes an interface with vendor Pitney-Bowes to automatically assign tax codes for all Auto, Special Lines and Commercial business for the state of Kentucky

Completed Education/Occupation Rating project for the pilot states of IL and ID Auto. The project instituted the use of education and occupation levels of customers as factors used to develop premium

Duties included documenting fix issues and perform validation testing to confirm code behaves as expected

Performed Regression Testing as needed to ensure existing functionality remained as designed

Oxford & Associates - Contractor - QA Analyst 08/08 to 09/08

Assigned to SageQuest

Beachwood, OH (This assignment was a scheduled 4-week contract to implement a new product for Time Warner Cable)

Testing resource for the implementation of v. 2.0 of the company's main product, Mobile Control Online (MCO), a GPS tracking system for fleet vehicles for Time Warner Cable in Albany, NY

Performed Functional and Performance testing of ASP.NET frontend and SQL backend

Performed Parallel testing with the current version of MCO to ensure accuracy of data and functionality for v. 2.0

Documented defects and performed validation testing of fixes to confirm desired functionality

Modis - Contractor - QA Analyst 03/08 to 07/08

Assigned to OEConnection

Richfield, OH

Performed Functional and Data Validation testing of current company application LinkIQ in ASP.NET

Documented fix issues and performed validation testing to confirm code behaves as expected in the Test environment

Performed after-hours validation testing of application changes after they were promoted to Production

Chagrin Consulting Services - Contractor - QA Analyst 04/07 to 12/07

Assigned to Progressive Insurance Companies Document Management Group (DMG)

Mayfield Village, OH

Assigned to perform System Testing for the Electronic Fulfillment (EFF) project, which allows users to sign their policy documents online for Agency business, branded as Drive Insurance from Progressive

Performed Regression Testing as needed to ensure existing functionality for Drive functions as designed

Documented fix issues and performed validation testing to confirm code behaved as expected

Researched underwriting rules for the applicable states and created checklists and test documents from the ground up

Provided final QA signoff on completed EFF projects assigned. Responsibilities included the completion of EFF testing for 23 states, all currently in Production

Flight Options, LLC - QA Analyst 04/06 to 04/07

Fractional Private Jet Ownership and Leasing

Cuyahoga County Airport

Richmond Heights, OH

Created all requirement documents for total re-write of the company customer website

Sole QA Analyst responsible for test suite generation and execution for applications created by the Development staff of 9

Sole testing/Business Analyst resource for a re-designed company-hosted website to allow Flight Options' owners to book trips online. Project Scope and Requirements gathering began in June. Development began in August. Site rolled out to Production in January 2007. Support of the site was ongoing

Created all content for the FAQ section for the new customer website

Testing was end-to-end, from requirements gathering to test case generation, test/fix execution to UAT, and finally promotion to Production

Created and documented all QA procedures for the Department

Completed Phase I testing of the Fractional First pricing initiative, which was a restructuring of the Occupied Hourly and Fuel Rates the company uses. This program was a total overhaul of the way Flight Options, and the Fractional marketplace as a whole, has traditionally figured rates.

Responsibilities included the testing of Pivotal (a web-based application the Sales staff uses to enter new contracts), CAMP (a web-based application from a third-party vendor that the Operations staff uses to create trips) and the Flight Options billing application (a home grown application written in Visual Basic)

Completed Phase I testing of tax fixes implemented by the company. In some trip scenarios, the Company was not charging tax correctly, and this initiative addressed that

Performed Functional testing of changes and enhancements to the company's CRM application from Pivotal

Completed testing of the JetPASS Ultimate program a "Card" program that allows an Owner or Member to purchase time on any Flight Options aircraft and use the time within a 12-month period. This program replaced the existing Card program the Company had instituted about 18 months prior

Responsible for testing "quick hit" enhancements and emergency fixes to existing applications as requested by the Business

Sapphire Technologies - Contractor - QA Analyst 08/05 to 04/06

Assigned to Charles Schwab Retirement Plan Services/Projects Group

Richfield, OH

Contracted QA resource to the Projects Group, which undertook long, overarching projects and company-wide initiatives

Duties included the creation and execution of test scripts and test cases for all projects assigned

Responsible for creation and identification of proper data for use in testing all projects assigned

Was QA resource for the Mutual Fund Trading Restrictions (MFTR) project. Certain fund families wanted to restrict overactive trading in and out of their funds, and the MFTR project involved instituting and enforcing the business rules around that. Project touched many systems and processes companywide

Primary responsibilities for MFTR were testing Retirement Plan Maintenance (RPM), a web-based application that allowed Schwab staff to configure a client's investment options, and testing of changes for MFTR to the VRU application used by plan participants

Also assigned to enhancement project Plan Sponsor Reporting from the Company's website, Plan Sponsors are Benefits Administrators for companies that have contracted Schwab to oversee their employee's benefits plan. Plan Sponsors used the site to view and modify employee retirement and investment information and run status and balance reports

Scope of Plan Sponsor Reporting: Provide more options for users and enhance the presentation of the information available to Plan Sponsors in an area of www.schwabplan.comcalled the Report Center

Provided design input to UI design and all enhancements

Assigned QA Analyst to DIEBA (Default Investment Election by Age) project. Project involved the automatic enrollment of retirement plan participants who had not made investment elections after a prescribed period of time had passed. This "default" investment was made based upon the participant's age. Project again touched many applications and processes

Assisted FTE and Contractor QA staff when needed on daily testing activities

Technologies used in the projects included Actuate enterprise software, ASP.NET, Visual Basic and Delphi

T. Mark Fay Consulting, Inc. 06/04 to 07/05

System Administrator/Customer Service

Auto Claims Services

Support of Web-Based Product, the "Auto Claim Toolkit"

Naperville, IL

Responsible for the maintenance of five business-to-business websites in the auto insurance space that concentrate on the application of Comparative Negligence in the settlement of auto claims, called the Auto Claim Toolkit

Extensive practice in the use of Microsoft FrontPage web editor

Duties included fielding all incoming Customer Service calls and handling user issues to resolution

Performed research and applied updates to the sites when needed. Updates usually involved UI changes/enhancements and changes to statutory information contained in the sites

Some limited sales experience Staffed company booth for the ACE/SCLA trade show in Chicago, October 2004. Staffed company booth for the PLRB/LIRB 2005 Insurance Services Expo in San Antonio, April 2005

Clients serviced included: American Express P&C Division, Liberty Mutual, AIG and American Family Insurance

InfoCision Management Corp. 06/01 to 03/04

Business Systems/Quality Assurance Analyst

Direct Marketing

Fairlawn, OH

Responsible for creating all testing procedures and scripts/checklists for the testing of applications written in Visual Basic for use in the telemarketing phone center environment. Functionality of applications concentrated on donation acceptance and product/service orders

Successfully reduced the error rate for applications in Production to < 3%

Provided input and tested total rewrite of in-house application that allowed Account Staff to submit application requests to the development staff

Involved in multiple projects simultaneously project load was approx. 4-6 client applications completed daily

Also concurrently involved in longer projects of 1-2 weeks duration on a monthly basis

Created all QA documentation and testing procedures used by the Company

Also tested applications used in-house by Business, Verifications and Phone Center Supervisory staff

Performed on-site Phone Center testing of applications and predictive dialer functionality as needed

Created tutorial documents for use by Phone Center staff for the more complicated applications

Elicited feedback from users and supervisory staff in Phone Centers to improve the efficiency of the applications

Extensive contact with development staff to reach company objectives

Exposure to relational databases and table structure--Completed intermediate SQL class through the University of Akron

Compiled detailed documentation of all fix items through to resolution

Completed projects for "who's who" client list of leading commercial, non-profit and Christian organizations: Earthlink, JPMorgan Chase, Alltel, MCI, USGA, NRA, American Cancer Society, WWF, UNICEF, CARE, Christian Children's Fund, The 700 Club and Crystal Cathedral among many others

Victoria Insurance - QA Analyst 12/98 to 06/01

Non-Standard Auto Insurance

Mayfield Heights, OH

Responsible for analysis of the auto rating disk written in Visual Fox Pro and older DB7 DOS-based rating disk presented to authorized independent insurance agents to provide quotes to prospective Victoria customers

Created and executed all test scripts/cases for projects assigned

Testing suite was "end-to-end", with all aspects of the disk analyzed. From Rate Factor Summary and rate development, vehicle file, driver class info, output creation and final upload for all new disks and Rate Revisions for the existing applications

Performed simulated "nightly" processing testing on the in-house underwriting processing system called VIPER

Projects were typically of 1-3 weeks duration

Sole testing resource for in-house application that allows Phone Center and Product Management staff to run all rating disks quickly and easily from one PC. Duration was approx 2.5 months. Periodic enhancements were tested as well

Testing resource for the initial development and implementation of the first GUI-based rating disk for Victoria

Responsible for the updating of Rate Guides for the Rate Revisions assigned

Extensive contact with Product Management and Marketing staffs to create and clarify requirements

Extensive contact with Compliance department to ensure all output conformed to rigorous DOI requirements

Performed installations of the rating software in agent's offices and performed tutorials for the staff on its efficient use

Addressed problem reports from the field and worked with IT management, development, underwriting staffs to resolve

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