Quality Assurance Customer Service

Erik C. Jolly

******@*******.*** 425-***-**** *5324 127th Pl NE, Woodinville, WA

98072

SUMMARY

Creative, thorough and self-directed Quality Assurance Tester and Technical

Support Specialist with over 14 years of experience in software testing,

planning, scripting and execution, including 6 years' mobile testing

experience.

Exceptional communication, organizational, problem-solving and analytical

skills. Ability to communicate effectively with technical and non-technical

staff, from developers and database administrators to end users of all

skill levels.

Strong customer-service focus.

Extensive software training/experience: MS-DOS, Windows (v.98-XP);

Microsoft IE and Firefox (multiple versions); Microsoft Office; Business

Objects; Crystal Decisions; Oracle SQL; Mainframe C/S; Reflections terminal

emulator; Q + E database editor; HP Quality Center; Oracle SQL Dev; JIRA;

Win SCP; Test Link; Perforce; Star Team.

Reputation for meticulous documentation and records management. Experienced

with relational database applications for financial systems: reporting,

credit card verification, collections, order entry, call centers, billing,

insurance and business functions.

Proficient in design of manual test suites. Executed test scripts for

mature system and sophisticated users.

Experienced in all phases of life-cycle methodologies. Tested systems using

multiple technologies and complex data.

EXPERIENCE

Nuance Communications 09/2006 - 03/2013 (6

years)

Quality Assurance Engineer

. Tested Nuance Mobile Care application on Android, WinMobile and iOS

devices

. Created and executed test cases in HP Quality Center and Test Link to

ensure all requirements are satisfied

. Wrote test plans to ensure all requirements are thoroughly tested,

define quality metrics and fully document the testing process

. Ran automated unit tests for client software to verify testability and

stability

. Identified, documented and reported defects; escalated as appropriate

to meet project timelines and quality metrics.

. Ran regression tests to verify defects corrected and overall

application stability

. Compiled and reported test results to management

. Provided testing support on numerous deployments to carrier networks

. Analyzed handset and server log files to support troubleshooting and

defect resolution

. Installed and tested new handset firmware builds to ensure stability

and compatibility

Microsoft Corporation, on contract through Volt 03/2006 -

09/2006 (6 months)

Software Test Engineer, Mobile Devices

. Tested plug-ins for new generation of Samsung smart phones; designed

test plans and executed functional, boundary, performance, integration

BVT and regression tests for new home screen to interface with Windows

Mobile 5.0

. Identified, documented and regressed bugs for new home screen

technology

The Seattle Times Company 09/1984 - 11/2005

(21 years)

Project Analyst, Quality Assurance and Technical Support, 05/2000- 11/2005

. Provided first-line application support for 80 users in a Windows

NT/2000 environment; duties included software installation,

configuration and troubleshooting

. Researched and resolved data issues by tracking data through multiple

systems and interfaces

. Worked with management and user groups to define and document

requirements for functional enhancements and reports

. Provided functional and usability input to developers for software

design/development

. Designed and created ad hoc and production reports for senior

management

. Designed and executed test plans through several development cycles;

testing involved multiple systems/interfaces and several functional

areas

. Isolated and regressed software defects; supported defect resolution

by providing developers with detailed documentation and replication

steps

. Resolved business issues to increase user satisfaction and

productivity; identified alternatives when functionality could not be

implemented as specified

. Validated data integrity across multiple systems and interfaces

. Created detailed documentation to support training and application

deployment

Enterprise Project Team Software Tester and Subject Matter Expert, 09/1997-

5/2000

. Served as Credit Department representative on $10 million project team

to design and implement conversion from mainframe to client-server web-

based order entry system for Y2k compliance

. Researched, reviewed and documented functional and reporting

requirements for the system

. Performed extensive functional and system testing throughout multiple

development cycles. Wrote test scripts, created test plans, regressed

bugs and supervised testing resources

. Prepared user documentation and conducted user training

Control and Systems Analyst, Network Workgroup Manager, 06/1989-09/1997

. Provided software installation and training, local user administration

and first-line troubleshooting

. Responsible for administration of Credit Department Operating and

Capital Budgets: required planning, administration and expense

approval for a $2 million annual operating budget

. Tracked and reported to senior management on advertising bad debt

losses and recoveries

. Designed, implemented and maintained PC databases to track bad debt

and recovery, employee attendance, productivity and credit application

volume

. Served on project team to implement a decision support database:

executed testing, forms design, client installation, documentation and

user training

. Performed system testing to support annual rate changes and functional

enhancements

. Performed monthly reconciliation of write-offs and recoveries to

billing system and general ledger

. Acted as primary contact with four collection agencies to resolve

payment/accounting issues and customer service disputes; performed

annual audits of these agencies

Classified Credit Supervisor, 02/1988 - 06/1989

. Supervised staff of 7 in the credit approval and collection of

classified advertising accounts. Duties included: staff hiring and

training, performance appraisals, and coaching poor performers

. Responsible for 3200 consumer and commercial accounts, worth $3.5

million

. Approved collection agency assignments and uncollectable write-offs

. Resolved billing problems and address customer complaints/disputes

. Collected large high-risk consumer or commercial accounts

. Represented Credit Department in meetings with the Company at large

The Seattle Times Company, cont'd

Lead Collector, 02/1986- 02/1988

. Supervised the Classified Credit staff in daily operations

Accommodation Credit Approval Operator, 09/1984 - 02/1986

. Approved credit for consumer and commercial classified ads using an

online production system

. Negotiated acceptable solutions to credit problems with customers

. Resolved disputes and billing problems to maximize sales and protect

against bad debt losses

EDUCATION

Linn- Benton Community College, 1983-1984; Chemeketa Community

College, 1981-1983

Mathematics, physics, chemistry, and geology

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