Customer Service Engineer

KIMBERLY A. SHILLING

************@*****.*** ● 704-***-****

LinkedIn: https://www.linkedin.com/in/kimberly-shilling-4a127214

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As a Systems Validation Engineer for General Motors' Global Mobile App Validation Team, I was instrumental in my efforts in establishing QA processes and procedures while leading the team’s efforts in maintaining continuous product quality by implementing process controls, data analysis and measurement devices. I was responsible for developing and performing tests to include rewriting and condensing over 4000 test scripts; implementing statistics and process control tools. I was a key point of contact for all QA aspects of releases, providing QA services and coordinating QA resources internally and externally. I led and mentored QA team members, as well as developed and executed test cases, scripts, plans and procedures (manual and automated). I was also responsible for coordinating testing cycles with the European region in Germany.

ReactJS, ES6, SBT, SBE, ALM, JIRA, RQM, Infotainment, Agile, Kanban, Scrum, Perfecto, Cucumber, Gherkin, Jenkins, JavaScript, HTML, CSS, Capybara, TestComplete, RSPEC, Charles Proxy, Bamboo, SQL, GITHUB, GIT, Ruby on Rails, Mac OS and Windows OS

General Motors (ektello), Detroit, MI Mar 2017 – Present Systems Validation Engineer

Established QA processes and environments, coordinated test planning and estimates, and supported QA resources.

Project leader for multiple projects using SBT.

Created test cases as need for new and updated features within the Mobile Application.

Provided SME support to QA analysts during test execution.

Developed automated tests using Cucumber and Capybara and Perfecto.

Executed, modified, maintained and supported various manual/automated test cases for multiple software applications and their integration with other systems utilizing Global Advisor Application (GAA), HP Application Lifecycle Management (ALM) and Test Data Initiative (TDI) tool.

Performed Manual software testing for the entire mobile application for Europe and North

America to include Canada and Mexico and also Korea and updated the test results.

Ensured that all system tests are successfully completed and documented and all problems are resolved prior to any production releases.

Coordinated with IT Technical Delivery Lead on project test planning and test execution schedule.

Took on the task of tracking and ordering all mobile devices for the EGM Global Mobile Validation department.

Investor Management Services, Charlotte, NC June 2015 – Dec 2016 QA Manager

Using ReactJS worked with a small team to rewrite the Software as a Service app.

Developed automated tests using Cucumber and Capybara and Selenium Webdriver.

Responsible for ensuring the build and release requirements are met and the software is deployed.

Established QA processes and environments, coordinated test planning and estimates, and

supported QA resources.

Identified test environment needs and helped to establish them.

Identified and implemented test automation framework and scripts.

Worked closely with development and product teams to communicate problem impacts and understand business requirements.

Responsible for QA execution on projects, leading the effort to build test plans and test cases to

validate specific business scenarios.

Clearly communicated test results, concerns, and project status in a timely manner.

Defined and communicated key metrics to assess the effectiveness of the QA team.

Developed knowledge of new industry technology.

Ruby Testing/Development March 2015 – June 2015

Created and implemented RSpec tests using advanced testing suites such as Rspec and Capybara.

Extensive experience with pair programming in addition to working individually.

Developed several streamlined methods of working through difficult programming challenges, both when working alone and with another programmer.

Conducted extensive data validation.

Walgreens Company, Charlotte, NC 2003 to 2012

Led store associates through the execution of business plans and objectives to drive sales, profitability and provide a superior customer and Associate experience.

Recognized as Market Leading Store for 8 consecutive months. #1 in suggestive selling, KPIs, ad-outs, pharmacy low wait times and accurate prescription entries.

Continuously met store retail and pharmacy budgeted sales, margins, labor expenses and overall P&L results ensuring alignment with operating goals and income objectives.

Scheduled labor to meet customer service and operating needs.

Enforced Pharmacy department operational standards.

Interviewed, hired, trained, directed, rewarded, and disciplined Associates.

Appraised Associate performance; and resolved issues.

Operated facilities in compliance with all Federal, State and Local regulations.

Analyzed store operations and employee selection and hiring. Reviewed and handled performance issues, Oriented and trained employees.

Completed Applied Drugstore Management Program.

Completed Pharmacy Technician Certification.

Assisted Store Manager in daily operations. Maintained exemplary customer service.

Prepared deposit and cash reports. Supervised 18 staff. Submitted payroll to corporate bi-weekly.

Military Service, United States Navy 1991 to 2002

Air Traffic Controller, Radar Supervisor, Facility Watch Supervisor

Supervised 16-member team contributing to the safe execution of over 42K aircraft operations annually.

Awarded Letter of Appreciation for participation in successful Quality Assurance inspection.

Assisted in the search and rescue of a downed Air Force Pilot in the Atlantic Ocean.

Responsible for the training and qualification of 10 Sector Controllers and a Radar Supervisor.

Flight Line Safety Instructor for over 50 personnel on airfield familiarization.

Ocean Systems Technician Analyst, Tactical Plotter

Developed positions of oceanographic and tied critical Anti-Submarine Warfare data utilizing internal and external inputs.

Drafted tactical messages for review and release to Fleet users.

Operations Directorate Junior Sailor of the Quarter

Education

Master of Science, Information Technology, Enterprise Software Development, American Military University, Charles Town, WV, Expected 12/2019

Web Design for Everybody, University of Michigan, Coursera, 2016-Present

Ruby on Rails Immersion Coding Program, Tech Talent South, Charlotte NC, 2014

Undergraduate Certification, Enterprise Web Applications, American Military University, Charles Town WV, 2014

Bachelor of Science, Professional Aeronautics, Embry Riddle Aeronautical University, Daytona FL, 2004

Qualified Naval Air Traffic Controller, Naval Air Technical Training Center, Pensacola FL, 1996

Qualified Ocean Systems Technician Analyst, Antisubmarine Warfare Training Center, Norfolk VA, 1992

Professional Development

Six Sigma Green Belt Class/CPCC, Charlotte, NC, 2013

Project Management Class/CPCC, Charlotte, NC, 2009

Pharmacy Technician Certified, PTCB, Washington, DC, 2009

Notary Public

Military Development

Qualified Naval Air Traffic Controller, Naval Air Technical Training Center, Pensacola FL, 1996

Qualified Ocean Systems Technician Analyst, Antisubmarine Warfare Training Center, Norfolk VA, 1992

Security Clearances

Top Secret, 1996

Secret, 2002

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