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Customer Service Manager

Colorado Springs, CO, 80910
September 27, 2018

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Stan Smith

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

Colorado Springs, Co 80916

Home: 719-***-**** Cell: 719-***-****



Over 10 years QA experience in software testing, system integration including performance testing and analytics

Business Process Analysts with primary focus on developing and acquiring business requirements and converting into test requirements and implementation procedures. Coordinate beta testing and support strategies.

More than 5 years experience developing testing strategies, from software testing to full system integration to ISO compliancy.

Subscribe and promote a healthy team building relationship amongst co-workers.

Maintain consistent evolution in responsibilities from sustaining engineering to purchasing manager to systems integration lab manager and software test lead.

Sustain Continuous skillset improvement including process / protocol knowledge.


Skilled in Quick Test Professional, Quality Center and Mercury Test director.

Expert in Back Office Operations Management.

Intimate knowledge of ISO standards and practices.

Highly trained on Microsoft Platforms and products.

Well Versed in various web protocols including html, xpath, DOM, and Xml.

Lead QA BackOffice / Middle-Tier : 07/2007 – 07/2018 Premiere Global Services

Manage Projects and coordinate various testing efforts among team members

Create and implement Skill set / Personal improvement growth plans for Team members.

Develop and maintain automated test scripts using Test Complete, Java and Groovy.

Create and maintain strong communication channels between QA, Product and program management for requirements gathering and clarification.

MiddleTier Testing – Including business rule enforcement along with AWS Cloud services.

Test WebServices using SoapUI, SOATest, LoadUi

VoIp testing and trace analysis.

Configuration management functions including environment management and production deployments.

Remote testing via VPN.


Successfully Deploy many iterations of WebServices and BackOffice components on a scheduled basis.

Effectively manage testing efforts between US and offshore test teams.

Fruitfully initiated a monthly team building exercise with the coordination of my superior.

Established effective collaborations between development, QA and Product Management.

Automated Software Tester: 8/2006 – 7/2007 Verizon Business(Contract)

Construct and execute automated testing scenarios using Mercury quality center.

Define and link Business requirements to testing scenarios with Mercury Test director.

Track and report defects using Rational ClearQuest Web.

Business Process Analyst: 4/2005 – 8/2006 Hewlett Packard (Contract) Co/Springs

Perform regression, and negative testing /support on Web Based Order /customer Management Tools Including Siebel CTI 6.3, Siebel 7.5 and SAP CRM.

Construct and distribute Regression scripts for User Acceptance testing. (UAT)

Exploit project management skills streamlining and managing multiple projects in parallel to meet company projected goals.

Create update and distribute Test Case / Scenarios to envelop defect fixes along with new and core functionality.

Performed Negative testing as well as smoke tests on various catalog management applications.

Synchronize program rollouts and release from test into production.

Utilize bug and issue tracking tools such as Mercury Test Director and share points.

Employ testing tools such as Mercury Quality Center along with Quick Test Pro to develop automated testing scenarios.


Consolidation of multiple order management systems to facilitate quicker customer response times.

Successful merging of business processes to bring product offerings to market faster with more efficient delivery processes.

Implement well organized testing strategies by adopting automation and utilizing business and sales representatives.

Customer Consultant Supervisor: 1/2005 – 4/2005 ICT Group Co/ Springs Co.

Provided Siebel ICM software Technical assistance/support and training for customer service agents in call centers for Virgin Mobile USA.

Promote and subscribe to team atmosphere.


Train sales force on Siebel CRM implementation.

Develop quality assurance guidelines for sales force.

Field Technician: 6/04 -1/2005 Bridge Point Comm. Co/ Springs Co.

Perform residential and commercial cable TV and high speed internet connection installations.

Troubleshoot, repair and replace communications equipment

Track, Report, and ensure proper signal readings, while providing

appropriate billing information.

Ensure product compatibility on various customer platforms.

QA Analyst / Systems Integration Specialist: 4/99- 6/2003 MSl Highlands Ranch Co..

Executed Black Box and White Box testing and evaluation of POS Software.

Perform Query validation for database migration from MS Access to SQL2000.

.Net testing for POS software migration over to .Net Platform

Perform Query validations for database migration from MS ACCESS to SQL using SQL Query Analyzer.

Construct and refine testing scripts according to CRD and ADD.

Collaborated with development team to design POS interface and Back Office Reports.

Track, report and troubleshoot software bugs and inconsistencies.

Create, revise and submit technical bulletins and procedural documents

for internal and field distribution.


Designed and instituted hardware certification program for potential vendors.

Deployed successful Beta sites and trade show presentations.

Coordinate and develop support strategies for Beta site support employing MS Management console.

Developed and implemented escalation procedures for Sustaining Engineer position.

Launched Microsoft Training program for employee certification.

Owner / Operator: 7/98 -4/1999 A.D.S. Denver Co.

Perform all aspects of owning a small business such as book keeping, marketing, appointment setting customer interaction.

Service Provided.

DeskTop troubleshooting and repair.

PC training and orientation.

Custom network design and implementation.

Desktop Support Technician: 01/98-8/1998 Duke Energy (Contract) Denver Co.

Provided internal desktop and field support for over 250 users.

Senior Computer Technician: 08/95 – 11/97 Hyperware, Inc. Lakewood Co.

Perform onsite computer installation and evaluation.

Designed and implemented various network schemes for small businesses.

Develop Burn in process for custom built commercial and personal computer solutions.


Developed and launched marketing campaigns to generate revenue.

Created a manufacturing process including all testing and hardware burn in.

Developed various pay for support packages.

Education: 4/1993: BASEET ITT Technical Institute Aurora Co.

Certifications: Microsoft Certified Professional (MCP) Since 2000

ITIL 2014

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