Customer Service Test Cases

Skills

Tools & Technologies

Work History

D A B

**** * *********** **, ********, AZ 85225 • 510-***-**** • ****************@*****.*** Bug tracking

Functional Testing

Agile / Scrum / Kanban

Testing Case Development

Requirements Analysis

Defect Bug Tracking

Process Improvements

Test Automation

Test Planning

Test Management

Documentation

Nightwatch.js

GitHub

JIRA

CircleCi

HTML

QA Engineer, 01/2013 to Current

Infusionsoft – Chandler, AZ

Managed functional testing, test cases and documentation for e-commerce Saas products Performed requirements analysis and initiated the development of formal testing procedures Documented and tracked defects using JIRA

Performed automated testing for multiple Saas based products using Nightwatch.js Maintains positive and professional relationships through accurate, timely, and clear communication with tech leads, people leaders, customers, and teammates Understand design concepts and decisions around what stories should be built in line with the needs of the customer. No supervision needed.

Managed and provided quality assurance for multiple projects Small Business Coach/Technical Trainer, 01/2010 to 01/2013 Infusionsoft – Chandler, AZ

Responsible to help, train and assist clients through motivation and engaging clients in the software Motivate entrepreneurs to spend their time setting up the software Support multiple customers at any given time through pipeline & time management skills Provide top notch consultative marketing strategies for our customers. Hit customer usage goals for assigned customer base Retain customer through usage and great customer service Proven track record of a solid work ethic

Work in a team environment

Knowledge of CRM, email marketing, shopping cart systems and online marketing Proven experience in demonstrating exceptional follow-up, follow-through, and organizational skills

Great organizational, detailed oriented and multi-tasking skills. Tier II Technical Support Representative, 01/2008 to 01/2010 Infusionsoft – Chandler, AZ

Responsible for providing excellent Customer Service and Technical Support to customers Take calls from a Call Center environment

Document calls taken on a daily basis

Provide on the phone and/or email resolution and support Create cases using a bug ticketing system

First Party QA Tester, 08/2003 to 08/2004

Sony Computer Entertainment Of America – Redwood City, CA Performed test cases on SCEA products for Sony PlayStation 2 console. Reported detailed and accurate procedures to reproduce anomalies into bug tracking database. Performed regression testing of each new build to verify quality of products. Tested quality of products on LAN and Internet.

Core Tester, 04/2002 to 11/2002

Electronic Arts Inc. – Foster City, CA

Performed test cases on EA products for Nintendo Gamecube console, and PC. Reported detailed and accurate procedures to reproduce anomalies into bug tracking database. Performed regression testing of each new build to verify quality of products. Tested quality of products on LANs.

Software QAEngineer, 09/1999 to 07/2001

Network Associates Inc. – Santa Clara, CA

Performed test cases on Sniffer and DSPro software. Responsible of " First Article of Inspection for final Gold release by testing general functionality and Education

overall performance then using Ghost Software to burn final build for each specific topology. Built isolated Ethernet, Token Ring, FDDI, HSSI, Gigabit, LM2000 (WAN), topologies to test the quality of softwares performance.

Reported detailed and accurate procedures to reproduce anomalies into bug tracking database. Performed regression testing of each new build to verify quality of software. Researched and studied assigned protocols to ensure softwares accuracy to decode from binary to hexadecimal as well as hexadecimal to binary.

Computer Training Academy - San Jose, CA

Network & Telecommunications Technician Specialist Courses included Network & PC building, troubleshooting, and repairing as well as telecom technology.

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