Watertown, MA 02472-3511
Results-oriented QA Analyst and Support Specialist with extensive Enterprise Asset Management and Customer Relationship Management software experience, including 15-+ years of in-depth Software QA background. Experienced with the Agile development process and teamwork for new feature development and bug fix resolution. Committed to providing prompt, high-quality customer service by handling escalated issues, testing new features, service packs and hot fixes. Effectively identifies and analyzes issues and follows-through to resolution. Team oriented leader skilled at personnel training and development.
Individual contributor and key cross-functional team member.
Communicates effectively with both technical and non-technical personnel.
Dedicated, highly attentive to detail, and known for “getting the job done.”
Automated Test Tools: WinRunner, Microsoft Visual Studio, Microsoft Test Manager, XML
Operating Systems: Windows 7, Windows 10, Windows Server
Application Servers: WebLogic, WebSphere, IIS with .NET runtime
RDBMS: Oracle, SQLServer 2008, SQL Server 2012, SQL Server 2014, MYSQL
Defect tracking tools: JIRA
Support CRM tools: Salesforce
Scripting language: Python 3.7
MPAY 2017 – 2018
Software Support Engineer
Software Support Engineer for Development Agile scrum team within MPAY. Provide phone and email support for internal and external clients to support MPAY’s Human Capital Management SaaS products. Quality test new features and bug fixes for escalated client issues. Install and configure test environments for new feature development testing.
Actively participate in Agile scrum meetings to determine which new product features and fixes will be added for future product releases during development sprints.
Provide support to external clients and internal colleagues for the Millennium, Payentry and Payentry Time Management products.
Validation and regression testing, on new features and bug fixes based on product specifications from Development team scrum meetings during the software development life cycle.
Reported and tracked bugs and development tags with JIRA to pass and fail development tags during software testing.
Provided input to the Documentation group to update and clarify new and existing documentation on new product features and existing web help documentation to improve end-user understanding of the products.
Trained incoming Support personnel on best practices and procedures, Millennium and Payentry software, and internal tools.
BLACKBAUD, INC. 2009 – 2016
Senior Software QA Analyst
QA Analyst for various Development Agile scrum teams within Blackbaud. Develop manual and automated test cases for Blackbaud CRM new product features. Test Service Packs and hot fixes for escalated client issues. Install and configure test environments for new feature development and service pack testing.
Created test plans and test cases for manual and automated testing, based on product specifications from Development team scrum meetings during the software development life cycle (SDLC).
Bug triage meetings to determine which internal and external bugs will be escalated for service packs and hot fixes during development sprints.
Reported and followed-up on bugs discovered during new feature, service pack and hot-fix testing with the Development group, to prevent new issues from being introduced into the product. Executed manual and automated tests on development builds, and service packs for Blackbaud CRM software.
Provided information on new product features to the Documentation group for release notes.
Trained incoming QA personnel on quality assurance best practices, Blackbaud CRM software, and internal tools used for reporting bugs.
INTERNATIONAL BUSINESS MACHINES INC. (IBM)/MRO SOFTWARE 1997 – 2009
Software QA Engineer 2001 – 2009
QA Engineer for Engineering Support QA Group. Develop and test Maximo software patches and hot-fixes for individual escalated customer issues. Install test software and configure test environments.
Reported and followed-up on regression issues discovered during patch and hot-fix testing with the Development group, to prevent new issues from being introduced into the product. Executed automated tests on patches, and cumulative hot-fixes for Maximo software.
Team leader in testing the functionality and usability of products developed by the Professional Services (consulting) group, which create additional revenue for the company as add-on products to the core Maximo software, an Enterprise Asset Management software product.
Provided information on patches to the Documentation group for release notes. Reviewed patch release notes for accuracy and completeness of information.
Created test plans for manual testing, based on product specifications from the Development group.
Primary point of contact between the Support and Development teams on escalated Maximo customer issues. Ensured that potential bug fix requests were reviewed by Development before full escalation, and communicated back to Support in a time-sensitive manner.
Created metrics reports for Development department upper management that analyzed validity of bug fix requests versus bugs entered into the CRM database. Reports identified greatest sources of invalid bug fix requests, which resulted in Support improving its bug escalation procedures and prevented waste of Development resources.
Senior Software Support Analyst 1998 – 2001
Software Support Analyst 1997 – 1998
Lead Support analyst of a 4 person support team that addressed phone, E-mail and web support questions on functionality and implementation of Maximo and entered service requests into the CRM database.
Improved customer service by training Software Support Analysts to troubleshoot advanced customer issues.
Alerted Development department about critical bugs, as well as changes suggested by customers to improve Maximo’s usability, by entering issues and enhancement requests into internal issues database.
Created knowledge base documentation, published on the company’s Support website, for functionality Frequently Asked Questions (FAQ’s), and troubleshooting common customer issues. Information reduced amount of incoming calls into Support, allowing Support Analysts more time to address more advanced and critical issues for the customers.
Tested advanced customer issues involving the work management functionality of Maximo for the QA Group using patches and hot-fixes created by Development, which addressed escalated customer issues, increasing customer satisfaction with the product.
Promoted from Software Support Analyst to Senior Software Support Analyst in 1998.
AS, Data Processing, Massachusetts Bay Community College
Microsoft Certified Systems Engineer Course (MCSE), Boston University Corporate Education Center
IBM Certified Deployment Professional, Maximo Version 5