Engineer Customer Service
Resume:
Buck Snyder
******.****@*****.***
Laingsburg, Michigan 48848
Cell: 404-***-****
Summary
QualityAssurance (QA) Engineer Lead with excellent root cause analysis and
risk assessment skills. Consistently promoted to positions with increased
responsibility, advancing six times within a six-year period. Excels at
learning and applying new concepts and technologies. Proven track record of
working with multiple departments to successfully implement large scale
system changes.
Selected Accomplishments
> Trained and supported new QA engineering group
> Devised multiple application design and functionality changes
resulting in reduced labor costs
> Completed 184 projects in one year
Professional Experience
Contractor- Laingsburg, MI (Working for Vesta remotely)
QA Engineer Consultant (October 2013 - January 2014)
> Co-Lead responsible for the full QA cycle for half of the Sprint
partner projects; includes three partners using agile system
development methodologies
> Produced QA testing artifacts including scope documents, schedules,
bug reports, testing statuses, and risk assessment documents
> Assigned tasks to QA engineers, testers, and off shore resources
> Installed software and execute technically complex test cases
> Created and executed complex back office tests including Payment
authorization, reconciliation, database syncing, data feed generation,
and reports
Vesta Corporation-Atlanta, GA
QA Engineer Lead- (March 2012- September 2013)
> Responsible for the full QA cycle on all projects for the MoneyMover
architecture; includes six partners using both agile and waterfall
system development methodologies
> Built and maintained all QA and User Acceptance Test (UAT)
environments for the MoneyMover architecture including Web User
Interface (UI), CSR UI, Middle Tiers, Platforms, Simulators, SQL
databases, Back office reconciliation, Partner Reporting, and F5
configuration
> Produced QA testing artifacts including scope documents, schedules,
test sessions, bug reports, testing statuses, and risk assessment
documents
> Trained new QA engineers in the Atlanta engineering department
> Assigned tasks to QA engineers, testers, and off shore resources
> Installed software and executed technically complex test cases
> Managed and lead all QA activities including UAT for two new partner
implementations
> Created and executed complex back office tests including Payment
authorization, reconciliation, data base syncing, data feeds, and
reports
QA Engineer - (June 2009-February 2012)
> Created test cases and test sessions for assigned projects
> Built out and configured test environments, and installed updates for
projects
> Executed test sessions, documented bugs, and provided reports
> Communicated risks and helped trouble shoot post production
installation issues
> Managed all QA activities for three .NET to Java code base migrations
that included full database schema updates and data migrations
> Assisted in the migration of all test environments to a new VM Farm by
building out Web UIs, Customer Service Representative (CSR) UIs,
Middle Tiers, Platforms, Simulators, Auto Recharge (Batch),
Interactive Voice Response (IVRs), Syncs, SMS channels, APIs, SQL
databases, Back office reconciliation, Partner Reporting, and F5
configuration for multiple partner stacks
Program QA Lead - (May 2008-May 2009)
> Analyzed program updates to ensure changes improved operations and
communicated changes to customer facing departments to facilitate
training
> Made suggestions to improve application efficiency and productivity
> Reported, tracked, and assisted in resolutions for production system
issues
> Answered questions and assisted other departments with issues
involving all North American partners
Escalations Manager (December 2007- May 2008)
> Supervised 30+ employees and hired new team members when necessary
> Created the first automated team report for the department using
Excel, resulting in reduced reporting time from 8-10 hours to 1-2
hours every week
> Created and enforced policies to improve department call quality,
productivity, and attendance
Training Center Team Lead -(May 2007-November 2007)
> Tracked trainee performance and attendance
> Conducted training for new hires
> Provided guidance and coaching to trainees to help improve their
performance and attendance
Randstad- Tigard, Oregon (Temporary employee working for Vesta Corporation)
Order Processing Agent 3 - (December 2006-April 2007)
> Diffused escalated calls and Supervisor queue calls
> IM expert answering questions for other OPA 3's
> Led projects for the Escalations department Manager
Order Processing Agent -November 2006
> Processed payments in an inbound call center
Technical Summary
Operating Systems (OS): Windows XP, Vista, 7, and Server (2003, 2005, 2008,
and 2012)
Defect Tracking: Bugzilla
Source Control: Apache Subversion
Web Servers: Tomcat, IIS
Languages: SQL, XML, HTML, Java, Java Script, Soap, Groovy, VBS
Integrated Development Environment (IDE): Eclipse
Microsoft Office: Word, Excel, Power-Point, Outlook, Communicator, Visio
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