Customer Service Test Cases

Sherri J. Dawson

Dover, Florida *****

Phone: 813-***-**** Email: **********@*****.*** Linkedin: www.linkedin.com/in/dawsonsherri

OVERVIEW

• Experienced in all phases of the Software Development Life Cycle (SDLC)

• Accomplished in writing Business Requirements Documents (BRDs)

• COBOL, DB2 programmer in a mainframe environment

• Proficient in Quality Assurance (QA) testing, such as user testing, system testing,

load/stress testing, volume testing, DB2 performance testing, regression testing

• Highly skilled in tracking details, communicating deadlines, and following up with

internal and external clients to ensure project completion under budget and within tight

time constraints

• Problem solver who grasps complex situations and swiftly converts them into

manageable tasks

• Quick and enthusiastic learner of new software and systems

• In pursuit of PMP certification

SKILLS

• Mainframe experience with COBOL, DB2, SQL, JCL, Syncsort, File-Aid, InSync, TSO,

ISPF, SDSF, Endevor, CA-7 Job Scheduler, CA-1 Tape Management, Easytrieve, IBM

Utilities, MQ Series, Citrix

• Java, HTML, XML, Rational Application Developer (RAD), Eclipse

• Remedy IT Service Management software

• Initial and detailed estimates

• Technical writing/documentation

• Training programmers and users on applications

• Waterfall methodology

• Creation and execution of test cases and plans

• Debugging

PROFESSIONAL SUMMARY

Time Customer Service (Time, Inc.), Tampa, Florida

2000 – 2014

Business Applications Analyst

Provided print and digital subscription fulfillment services for more than 27 million

subscribers, distributing more than one billion magazine issues annually

• Prepared project specifications based on the user’s requirements

• Wrote programs using COBOL and DB2 in a mainframe environment

• Reduced postage by over $300,000 annually for Time, Inc. Titles include

Sports Illustrated, People, Travel + Leisure, Food & Wine, Fortune, InStyle,

and Entertainment Weekly

• Achieved 100% accuracy in software error-free certification from the United

States Postal Service

Improved delivery time of magazines to customers by 3 days

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Programmed magazine order, billing, and renewal pages in Java

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Was the “go to” person for production support debugging issues

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System tested in mainframe, batch applications

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Created my own test cases and analyzed others’, along with executing them

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Analyzed others’ use cases; preparation, review, and execution of test cases

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Set up test data

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Facilitated individual team member development of technical, functional, and

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industry skills

1998 – 2000

Systems Analyst

As an employee of Costello and Associates, consultant at Time Customer Service

(Time, Inc.) specializing in magazine fulfillment

• Programmed more than 7,000 versions of a single magazine issue according to

customer demographics, including digital subscriptions

• Responsible for new magazine setup

• Assisted front-end users in magazine mockups

• Researched and solved problems at magazine printing plants

• Built company’s first DB2 database containing all magazine subscribers

• Accomplished in production support, applications development, and system

testing

• 100% success in resolving production support problems

• Published company training materials

EDUCATION

• University of Florida, Gainesville, Florida

Bachelor of Science in Computer Science

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