Customer Service Engineer

Karen W. Lawson

480-***-**** *******@*****.***

Objective

• To obtain a challenging and responsible position that utilizes my knowledge, experience and

training and offers the opportunity for continuing personal and professional development.

Qualifications

• Goal oriented professional with 10 years experience in quality assurance testing within

the software industry.

• Experience working in a dynamic, multi-tasking environment with rapid development life

cycles

• Experience with agile (SCRUM) and waterfall methodology and testing techniques

• Excellent verbal and written communication skills

• Detailed-oriented individual with strong organizational skills

• Effectively builds and leverages relationships with both internal and external partners and

clients

• Self-motivated with the ability to work with minimal supervision and within a

collaborative, team environment

Technical Skills

• Tools MS Office Solutions, web browsing technologies

• Operating Systems Mac OS/X, Windows 7

• Testing Tools JIRA, Quality Center, Rally, SpiraTeam

•

Professional Experience

•

CHOICE HOTELS INTERNATIONAL, INC., PHOENIX, ARIZONA

Test Engineer II, September 2011– October 2013

Choice Hotels International is one of the largest and most successful lodging franchisors in the world.

Responsibilities:

• Test lead for business projects for web application Choicehotels.com

• Designed new test case management process in Rally for Choice

• Created, modified and validated test cases and defects in Rally.

• Utilized documented test cases to perform multiple tests on software systems.

• Verified software operation to ensure functional and technical requirements had been met.

• Participated in agile scrum methodology.

• Provided weekly status reports that included such items as current state of test effort, test

metrics, problems found, enhancements requested as a result of new functionality, and defect

status.

• Led QA testing effort to help drive revenue and improve ChoiceHotels.com customer

experience by implementing an enhanced mapping platform and user search interface.

•

STORMSOURCE SOFTWARE, SCOTTSDALE, ARIZONA

QA Analyst, November 2010– July 2011

StormSource Software produces, Appointment-Plus, an industry-leading online appointment

scheduling system, serving clients ranging from small businesses to Fortune 500 companies.

Responsibilities:

• Owned and performed application testing for functionality, security, compliance and

usability.

• Provided suggestions for design and usability improvements.

• Reproduced and investigated 3rd level support tickets.

• Logged all incidents within SpiraTeam and updated internal ticketing system after

incidents went into production.

• Solely responsible for testing the Waitlist, QuickBooks Integration and Admin Facelift

project.

• Worked in project teams made up of Business Owners, Product Manager, BA, and

Developers.

• Assisted new QA hire on policies and procedures

•

REARDEN COMMERCE, FOSTER CITY, CALIFORNIA

QA Engineer, Dec 2007 – Jul 2010

Rearden is recognized a leader in the “Software as a Service” (SaaS) marketplace building one of

the first ever personal assistants for online services. It is delivering travel and consumer

services through an

e-commerce platform.

Responsibilities:

• Owned and delivered quality for high transacting Dining and Hotel applications, from

product review through delivery into production.

• Led testing effort on integration of third party hotel inventory source which saves

Siemens greater than 500K a year.

• Responsible for testing hotel preferencing/ranking allowing partners to customize and

promote preferred hotel properties.

• Led testing effort on redesign of the Dining application, which integrates with Open

Table.

• Sole QA Engineer involved in testing the Group Dining store for American Express,

which allowed users to secure dining reservations for large parties.

• Provided input on functional requirements and product designs to identify potential

problems to ensure requirements were testable and to reduce the number of development and

testing iterations.

• Acted as a liaison between the product manager, development, and the testing team in

order to ensure the application was coded according to design specifications.

• Developed comprehensive test plans and test cases from requirements and wireframes to

ensure the business and user needs were being addressed and met.

• Wrote and executed highly detailed, manual test cases via Quality Center to validate new

features while regressing existing product functionality.

• Performed database testing with simple SQL queries to verify Dining data integrity.

• Identified and documented defects in Jira with intended and actual product function with

clear and easily reproducible steps.

• Monitored bug resolution efforts and tracked successes by preparing and providing in-

depth reports generated from Quality Center and Jira to management.

• Provided feedback and recommendations to product managers and developers on product

usability and functionality.

• Assisted project teams made up of QA Engineers, Product Managers, Software

Developers, Release Engineers, and Operations staff, in making decisions about release readiness

AMERICAN EXPRESS, PHOENIX, ARIZONA

Business Systems Analyst, May 2005 – Jun 2007

• Managed User Acceptance Testing initiatives of various internal/external global, business

travel-related products and applications.

• Led UAT test efforts by reviewing & interpreting business requirements, creating robust

test plans, and executing test cases.

• Communicated project timelines, risks and defects while working along side

development, deployment and support teams.

• Produced detailed reports to project teams to communicate high quality testing efforts.

• Provided testing support to global partners in North America (US & Canada), LAC,

JAPA, and EMEA regions.

Business Technical Analyst, Sep 2003 – May 2005

• Reviewed requirement documentation and developed test cases around intended business

functionality.

• Executed end-to-end, integration, regression, and acceptance testing on a variety of front

office, point-of-sale (POS), and portal travel tools and products.

•

Customer Service Representative, Feb 2002 – Sep 2003

• Resolved post-travel customer service issues for multiple, corporate accounts.

• Liaison between the Quality Service Center and corporate accounts for field, resolved

issues.

Travel Counselor, May 2000 – Feb 2002

• Coordinated travel for IBM corporate clients; counseled clients on air, rail, car and hotel

arrangements using Sabre Star.

• Assisted IBM travelers with the utilization of the Trondent AirWeb site to obtain travel

itineraries and invoices.

Education

AMERICAN EXPRESS TRAVEL SCHOOL, PHOENIX, ARIZONA

Full Service Travel Counselor, Feb 2000 – May 2000

•

NORTHERN ARIZONA UNIVERSITY, FLAGSTAFF, ARIZONA

Bachelor of Science in Education, 1992 – 1996

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