Quality Assurance Customer Service
Resume:
Christine Bowers
[pic]
PO Box ***, *** Grace Street Prosperity,
South Carolina 29127 Cell 803-***-****
***********@*****.***
Profile
Experienced IT professional with extensive experience as an IT Business
Analyst and Quality Assurance Analyst. Twenty-eight years of experience in
personal and commercials lines of businesses as well as health and dental
insurance (government and non-government) by providing customer support for
requirements test plans, designing/documenting test cases, executing test
cases, recording test results, document and track defects.
Extensive knowledge and experience with Black Box, White Box, Functional,
Integration, Unit, QA, System, Regression and Smoke testing and test
phases. Also expertise and knowledge of User Acceptance/Customer Acceptance
testing and test phases.
Application testing for Web, Host, Non-Host, Browser, Desktop and Mobile.
Possess ability to work in either an Agile or Team environment.
Skills/Disciplines
Excellent analytical and workflow skills. Exemplary work ethics and
commitment with focus on customer service. Strong organizational,
communication, presentation, interpersonal, and consultative skills. Quick
learner, team player, self-starter, and multi-tasker. Demonstrate ability
to work in a fast-paced, complex, matrix environment, and to establish
consistent, dependable process. Ability to obtain business requirements
from a variety of participants and facilitate prioritization.
Technology tools include: Microsoft Tools (Word, Excel, Access, Visio,
PowerPoint, Sharepoint), Outlook, Spreadsheet, Adobe, Lotus Notes, 1-2-3,
WordPerfect, Internet/ Intranet, I-Solutions, Client Interface, E-Commerce,
MS-DOS, OS/2/MVS, Internet Explorer Windows (95, 98, XP, Millennium, 8 and
9) Panvalet, FileAid (Mainframe and DB2 applications), CandleStick, TSO,
AS400, CICS (Mainframe and DB2 applications), SQL Query (Mainframe and DB2
applications), Advanced Query Tool, Automated Test Tools ( Auto Tester,
Mercury Quality Center, Test Professional and Selenium), FormMaker, Tool
Kit
Areas of Specialty:
Strong communication skills; both verbal and written
Full business solutions project life cycle experience from initial
analysis, development, QA, to user acceptance, maintenance, and
management
Strong analytical and problem solving proficiency
Strong customer service
Commitment to prioritize and execute tasks in a high-pressure
environment
Define customer/systems workflows and transaction processing,
application design, mapping (data conversion) and definition of
projects, document product definitions, enhancements and
modifications
Test plan development and execution
Keen attention to details, quality and scheduled commitments
Coordinate efforts of third party vendors and products, manage efforts
of third party vendors and products
Mentor/train colleagues and clients
Participation in stress management and GAP analysis
Participation in JAD sessions
Motivated, proactive and performance driven
Produce, develop and deliver ad-hoc reports and analyses as necessary
Work effectively and efficiently in both Team and Agile roles while
exhibiting change-management skills, strategies and execution
Leverage business analyst experience to perform and/or facilitate
analysis with business/functional areas/applications
Work Experience
Remedy Staffing, Columbia, SC (contract with Pioneer Frozen Foods,
Prosperity, SC)
QA Technician
November 2013 to Present
Work with Dry Mix division to ensure the quality of the dry mix
products produced by the company. This process is accomplished by the
following:
1. Completing a daily product line inspection
a. Verify stability of product packaging film
b. Product packing film timestamp
c. Product box count
d. Product box number
e. Product box timestamp
f. Product ingredient mix inventory control
2. Product ingredient validation by performing bake-offs for adherence to
company acceptance standards
a. Calibration/dimensions
b. Texture
c. Smell
d. PH level test
e. Viscosity test
3. Communicate with Dry Mix Supervisor, Team Lead and production staff
4. Communicate and coordinate with other shift QA Technicians of
pertinent issues while under your quality control
5. Work with vendors to test new product(s) being introduced to the
company; providing/communicating pertinent information to QA Team Lead
and vendor
6. Dry Mix defects and machinery problems handled in a timely and
efficient manner
Globalpundits, Lexington, SC (contract with Blue Cross Blue Shield,
Columbia, SC)
Test Designer and Tester
July 2012 to August 2013
On-site test designer and a tester for Host, Non-Host, Web, Desktop and
Mobile health government and non-government customer support by
facilitating the following:
1. Requirements review and interpretation resulting in Test Plan Document
2. Test matrix creation
3. Test plan creation and execution (via Quality Center)
4. Validate quality of products/applications
5. Maintain, prioritize and work defect log (via Quality Center)
6. ensure project testing stays on time and meets expected result
7. mentor/train prospective entities
8. Obtain customer testing progress, sign off and go/no go decision
making
9. Flexibility in work schedule
Full - Time Student
August 2009 to June 2012
Midlands Technical College
Medical Billing and Coding (Certification)
CGI, Columbia, SC
Senior Business Systems Analyst
November 2007 to June 2009
As a Senior Business Analyst for production support, all work consists
of interfacing across business units/functions and with an assigned client
on complex key projects.
Primary tasks include:
1. Strong customer service
2. Develop business requirement documents for Texas personal automobile
projects and assist in other application projects
3. Work with business partners to validate process requirements and
application testing
4. Define customer/systems workflows and transactions processing,
document product definitions, enhancements and modifications
5. Develop test requirements for new and current application changes,
executed testing, and defects
6. ensure testing stays on time and within projected budget
7. Develop SQL queries for application testing and verification
8. Maintain, prioritize and work defect log
9. Mentor/train prospective entities
Citizens Property Insurance Corporation (CPIC), Tallahassee, FL
Business Systems Analyst/Quality Assurance Analyst
October 2006 to November 2007
As a Business Systems/Quality Assurance Analyst, document and test
functional business requirements for property and casualty needs in support
of the enterprise Underwriting and Claims management functions.
Primary tasks include:
o gathering and documenting business requirements
o developing use case scenarios (via Quality Center)
o test case design and execution
Skills and expertise:
o coordinate the efforts and act as liaison with developers, data
base administrators, business customer representatives as well
as multiple levels of management
o refine requirements to detailed design
documents
TM Floyd & Company, Columbia, SC
Systems Consultant/Business Analyst July 2005 to
September 2005
On-site consultant providing multiple clients a broad array of
services relating to their unique business needs including the following:
1. requirements review and interpretation resulting in business
design documentation
2. business analysis necessary for the development of technical
specifications and template design
3. implementation of Commercial Insurance lines of business
4. post-implementation support, systems research, problem
definition and resolution
5. consistent, effective communication with client business and
technical representatives to ensure ongoing availability of expertise
Provide a mentoring presence in transferring specific skills in business
analysis, business operation and related operational expertise to the
customer; provide ongoing user support/training and problem resolution
techniques; proactively contributing to all defined initiatives, ensuring
successful project completion, customer satisfaction with quality products,
services and results.
Computer Sciences Corporation (CSC, formally MYND, formally Policy
Management Systems Corporation (PMSC)), Blythewood, SC
January 1977 to June 2003
Senior Business Analyst Basic Process Outsourcing (BPO)
Implementation Team June 2000 to June 2003
AS400 implementation of customer specific statutory and regulatory
requirements for personal and commercial insurance lines of businesses
(dwelling fire, homeowners, inland marine, personal automobile, assigned
risk automobile, commercial automobile, workers comp, commercial package
policies, general liability). Work with the customer, CSC resources
(technical and analytical) and third party vendors (IBM, Insurance Services
Office, Department of Motor Vehicles, FormPrint); at varying levels of
hierarchy, providing both written and verbal communication.
Additional job duties:
o write/create test plans/test cases
o workflow/transaction matrix for policy processing
o perform/supervise unit test, system test, model office test
(integrated/interface testing) for all projects assigned
o mapping data changes via CSC utilities (data conversion)
o write and/or revamp company unique business requirements and
resolutions
o participated in customer legacy system conversion requirements
as well as perform unit test, system test and model office test
o ensure customer adheres to statutory and regulatory requirements
o provide support of bureau reporting requirements, edit packages
and errors in reporting
o BPO business processing documentation (including review and
updates)
o update and maintain customer problem log
o implement code move procedures
o project lead for specific BPO upgrades (claims interface,
client/BPO interface)
Senior Product Consultant Processing Services Series II
October 1996 to June 2000 and
January 1990 to April 1994
Design and implementation of customer specific statutory and
regulatory requirements for personal and commercial insurance lines of
businesses (dwelling fire, homeowners, inland marine, personal automobile,
assigned risk automobile, commercial automobile, workers comp, commercial
package policies, general liability). As an analyst/consultant working
with the customer, CSC resources (technical and analytical) and third party
vendors.
Acting in the primary liaison between customer and CSC Series II
project team to ensure the customer unique business requirements,
modifications or customizations are implemented.
Additional job duties:
o nightly production and test cycles (correct cycle errors and/or
turn cycle errors over to appropriate technical CSC resource and
maintain daily status reports)
o design, document and price customer business requirements,
modifications and/or customizations
o write and/or revamp company unique business requirements and
resolutions
o documentation of common tables and programs utilized by both
commercial lines of business and personal lines of business to
help alleviate potential system issues
o comparison between customer code and CSC Series II code for
customer specific code updates
o participate in customer legacy system conversion requirements as
well as perform unit test, system test and model test
o ensure customer adheres to statutory and regulatory requirements
o provide support of bureau reporting requirements, edit packages
and errors in reporting
o write/design project plans and coordinate scheduling
o write test plans and test cases (policy workflow processing,
life cycle)
o workflow/transaction matrix for policy processing
o perform/supervise unit test, system test, model office test
(integrated/interface testing) for all projects assigned
o data mapping Series II screens, via CSC utilities, to customer
specifications (data conversion)
o implement and maintain customer problem log
o write customer training manuals
Senior Product Consultant - Quality Assurance Series III
April 1994 to October 1996
Working in the role as a project manager for CSC Series III products,
the job duties comprise of coordination and management for the installation
and test teams for CSC Series III integrated systems. The role includes
working with all pertinent CSC resources (PC Services, Lan Services,
Product teams) and third party vendors (IBM, FormMaker), at varying levels
of hierarchy, providing both written and verbal communication.
Additional job duties:
o resource planning and timelines
o integrated test matrix
o integrated product expected results
o develop project plan
o workflow processing
o transaction processing
o coordination of integrated policy processing
o system set up procedures
o test tool coordinator
o code installation, assistance and testing (both in-house and
customer site)
o coordination of code moves
o maintain base problem log
o mentor/train colleagues and clients
o assist in personnel job interviews
o assist in resource annual reviews
Quality Assurance Tester Quality Assurance Series I and Series II
November 1981 to January 1990
Design and implementation of company/customer specific statutory and
regulatory requirements for personal and commercial insurance lines of
businesses (dwelling fire, homeowners, inland marine, personal automobile,
assigned risk automobile, commercial automobile, workers comp, commercial
package policies, general liability). This role provides interaction as a
tester/analyst/consultant working with the customer, CSC resources
(technical and analytical) and third party vendors.
Additional job duties:
o write/create test plans/test cases
o workflow/transaction matrix for policy processing
o perform unit test, system test, model office test
(integrated/interface testing) for all projects assigned
o perform unit test, system test and model office test for
customer project
o write and/or revamp company unique business requirements and
resolutions
o participate and design of company business requirements for new
lines of businesses
o participate in customer legacy system conversion requirements as
well as perform unit test, system test and model office test
o ensure customer adheres to statutory and regulatory requirements
o provide support of bureau reporting requirements, edit packages
and errors in reporting
o update and maintain customer problem log
o write customer training manuals
o participate in User conventions
o maintain customer service Help Desk
Education
On-the-job business management classes include: project management,
building team leadership, stress management, first level supervisor
classes.
Attend and participate in external and internal seminars in property
and casualty insurance, testing tools and customer relations.
Midlands Technical College (Certifications) (August 2009 to May 2011)
. Introduction to Computers
. Organizing Computer Files
. Business Communications
. Anatomy & Physiology
. Medical Terminology
. Current Procedural Terminology (CPT)
. ICD-9 CM
. Medical Billing
Additional Certifications:
. Project Management
. First Level Supervisor
. Building Team Leadership
. Customer Relations
. Stress Management
. Verbatim Court Reporting
Awards
. Unit of the Month
. Employee Recognition
Security Clearance
. C2
References
Brenda Wentworth, Supervisor
Computer Sciences Cooperation
Blythewood, SC
Julie Pastelak
Blue Cross Blue Shields
Columbia, SC
Shari Dooley, Manager
Lexington, SC
Synopsis of Technologies used:
CSC (PMSC) specific technology (in-house software: agency, billing, rating
(personal/commercial property and casualty insurance (automobile,
homeowner, dwelling fire, mobile home, fleet, package policy,
businessowners, etc.), statistical reporting, financial reporting, GTAM,
Generalized Edits, Rate File)
CPIC technology (in-house software: dwelling fire, homeowners)
CGI technology (in-house software: personal automobile, personal
homeowners, commercial automobile)
BCBS technology (in-house software: Provider, Member, Agents,
Administrator)
IBM technology (CICS, AS400, MIS, OS/2, DOS)
Third Party Vendor Technology:
1. Benefitfocus
2. CSP edit package
3. ISO
4. State and Agency rate and regulatory
5. Equifax
6. LexisNexis (CLUE)
7. FormMaker
8. Choice Point
9. DOT VIN system
10. ACORD forms
WordPerfect:
1. Create daily and weekly status reports
2. Create problem logs
3. Test matrices
4. Test case results
5. Project plans
6. Translation of meeting notes
7. Personal and professional correspondence
Microsoft Tools:
Word
8. Create daily and weekly status reports
9. Create problem logs
10. Test matrices
11. Test case results
12. Project plans
13. Translation of meeting notes
14. Personal and professional correspondence
Excel
1. Test matrices
2. Test case results
3. Work log assignments and tracking
4. Defect tracking
5. Flow charts
PowerPoint
1. Presentation slides
Visio
1. Flowcharts
Access
1. Presentations
2. Flowcharts
SharePoint
1. Document storage and retrieval
2. Project management
Outlook
1. Communication
2. Project files
3. Calendar
4. Contacts
Advanced Query Tool:
1. SQL - run queries against database to retrieve specified results/data
to approve/disapprove test results; to manipulate data to derive at
the expected results
2. Create reports
Lotus Notes:
1. Communication
2. Calendar
3. Contacts
TSO:
JCL
1. Daily, weekly, month-end, year-end cycle processing
2. Cycle processed reports
3. Error log
4. Program compiles (current and previous versions of program(s) to
quantify the validity of the test results)
5. Decipher file compares
6. File-aid
7. Data manipulation
8. Testing
9. Conversion processing
CandleStick
1. Design/create new screens for desktop applications
2. Modify screens for desktop applications
eCommerce:
1. Electronic fund transfer
Intranet/Internet:
1. Research for ISO and state specific rules and rates
2. "How to" instructions on different third party vendor products
3. Web testing for company-specific products
CICS:
1. Test in-house applications
2. Add/change rates
3. Add/change table-driven tables for rates
4. Add/change program edit processing
Compuware:
FileAid
1. File-AID's powerful editor, It is used to browse, edit, allocate,
compare, copy, delete, and print files
SAP
Crystal Reports (company - CPIC)
Automated Testing Tools: (company - CSC, CPIC, BCBS)
Auto Tester
1. Create test cases
HP Quality Center (Host and desktop)
1. Create test cases
2. Run test cases (manual)
3. Storage of test results
4. Create test matrices
5. Create reports
6. Defect reporting
Selenium (Web)
1. Create test cases
2. Run test cases (automated)
3. Storage of test results
Contact this candidate