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Customer Service Test Cases

Herndon, Virginia, United States
January 31, 2019

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Tina Pham


A detail oriented Business Analyst with six years of experience in various domains including insurance, mortgage, health care, and government service industries. Excellent track record of delivering cost effective and high performance technology solutions to meet challenging business needs. Strong skills in gathering requirements, identifying business problems, transforming user needs into functional requirement, system requirement specification, use cases, backlog documents and user story documents.

Summary Highlights

Well versed with various Agile - Scrum and Waterfall model development methodology.

Solid knowledge of software development life cycle (SDLC)

Specialized in business process engineering and software development life cycle (SDLC) including: analysis, design, development, testing and implementation of all software applications.

Experience in Warehousing Concepts, Dimensional Modeling, OLTP, and OLAP

Strong skills in business solutions including business needs, requirements, risks, options and limitations.

Expertise in facilitating and coordinating Joint Application Requirement (JAR) and Joint Application Development (JAD) sessions with excellent inter-personal and conflict resolving skills.

Experience in writing and maintaining the Requirement Definition Document that included Business Requirements and Functional Requirements, Use Cases and User Story

Expert in writing detailed system Use Cases, developing business Test Cases and working with QA teams during testing phase, thereby facilitating acceptance testing with stakeholders and business users.

Exhibit strong analytical ability during Functional Testing, Regression Testing and UAT Testing.

Experience in developing and maintaining and Review Change Requests (CR) and related documents for the CR.

Strong leadership, excellent technical, communication, and customer service skills.

Ability to handle multiple tasks independently, as well as collaboratively with team members in testing complex projects.

Relevant Technical Skills

Application MS Office, SharePoint

508 Compliance Testing Tools JAWS, WAVE

Operating System: Windows and Linux


Oracle, SQL Server

CM/Requirement Tools:

HP ALM, Quality Center, JIRA

Testing Tools:


Programming Language


Work Experiences

CACI, Arlington, VA

Business Analyst 03/2016 – Present

Involved in gathering requirements using techniques such as interviews, document analysis, requirements workshops, business process descriptions, use cases, scenarios, business analysis, and workflow analysis.

Develop detailed functional requirements based off of the business requirements

Conduct kickoff meetings with business owners, stakeholders as part of the requirements gathering process

Elaborate Software Requirements Specifications and Software Design Specifications for new, enhanced and retired applications

Interact with business owners, SMEs, and management team to identify the scope of the project and to prepare a Business Requirement Document, Use Case, User Story, and Activity Diagrams to further develop Technical requirements and/or Functional Specifications

Ensure that all artifacts complied with corporate SDLC policies and guidelines

Provide guidance to project managers, product owner, business owners, development team and subject matter experts to resolve the outstanding issue and action items are taken in the review meeting

Facilitate and manage meeting sessions with business owners, business system owners, development team, testing team, and process control team

Facilitate defect review meetings involving all stakeholders to review defects, identify severity and set priorities as per client requirements, ensuring accuracy and conform to deadlines

Perform task decomposition, delegated tasks and monitored project milestones using MS Project and HP ALM.

Capture of quality attributes external/internal constraints for functional/non-functional requirements

Participate in the development of training materials for new technology and organizing User Training

Coordinate the development, design and execution of User Acceptance Testing (UAT)

Environment: JAVA, HP ALM, JIRA, Oracle, SQL server, J2EE, SVN, MS Windows, SharePoint, Visio

Blue Cross Blue Shield Washington, DC

Business System Analyst 04/ 2014 – 03/2016

Developed Business Requirements, Use cases, and Business Rules

Interacted effectively with peers, management and cross-functional teams to address and resolve issues

Prepared the Traceability Matrix for mapping the requirements with the Test Cases through Quality Center.

Performed Backend testing by extensively using SQL queries to verify the integrity of the database.

Participated in weekly meetings with the management team and walkthroughs.

Developed and maintained project timelines with necessary project objectives documented.

Assisted with User Acceptance Testing (UAT), developing and maintaining quality procedures, and ensuring that appropriate documentation were in place.

Developed & executed Test Scenarios for User Acceptance Testing.

Interacted with the QA managers for the regular update of the project

Created test cases executed and recorded results of test cases using Quality Center

Developed Test Result Metrics for Test Execution Phase

Worked closely with Software Developers to isolate, track, and troubleshoot defects

Environment: JAVA, HP ALM, JIRA, Oracle, SQL server, J2EE, SVN, MS Windows, SharePoint, Visio

Suntrust Mortgage, Falls Church, VA

Requirement Analyst /QA Tester 02/ 2012 – 04/2014

Analyzed requirement and developed test cases

Identified financial status by comparing and analyzing actual results with plans and forecasts.

Reconciled transactions by comparing and correcting data.

Investigated system bugs and Interfaced with developers to resolve technical issues and reporting the bugs to all concerned.

Maintained Requirement Traceably Matrix (RTM) after developing and updating Test Cases

Created, Maintained and Executed Manual Test Scripts in Quality Center.

Worked extensively with SQL queries for database integrity and data validation.

Used Quality Center as the test repository and used it for executing the test cases and scripts and logging & generated various reports and graphs for further analysis.

Actively participated in Review meetings and walkthroughs and prepared the defect progress reports during defect meetings.

Environment: Quality Center, SQL Server, UNIX, Windows XP, MS Visio

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