Customer Service Quality Assurance

Quality Assurance Analyst

**** * ****** ****** ****: 562-***-****

Long Beach, CA 90815 Home: 562-***-****

acrcj6@r.postjobfree.com https://www.linkedin.com/in/richardjshuman

SUMMARY

Quality Assurance Analyst for all phases of the SDLC lifecycle within the Mainframe and CICS environment. Expert with Agile and Waterfall Methodologies. Problem solver committed to working smarter and harder. Key companies include:

Management Technology Support & Training Customer Service

Internal Auditing Contingency Planning Project Management

Used automation, Proterm scripts (CA Product) to reduce monthly regression testing from 13 days to 4 days and improving accuracy 50%. SME for billing and loan tracking. Setup and conducted training program for 2 offshore vendors.

TECHNOLOGY

HP Quality Center, QTP/UFT

TSO, ISPF, JCL, REXX.CLISTs

PROTERM, Easytriev, FileAid

Assembler, Cobol, DB2, SAS, MICS

MS Access, Excel, Word, Powerpoint

Sharepoint, MS Project

PROFESSIONAL EXPERIENCE

SR. IT Quality Assurance Consultant- QBE Insurance, Irvine, CA 2004- Present

Participated in all SDLC phases from project scope, to providing estimates, to writing Test Plans, Test scripts, to execution and Defect Tracking. At the end of each project include an exit document with Summary and Lessons Learned.

Note: A normal case load was 2 major projects which could last several months, plus several maintenance tasks a month.

QLINK: Converted two mortgage tracking systems to New tracking system

Analyzed loan processing and tracking and loaded onto new QLINK tracking system; verified premiums and in-process letters, allowing for continuation of coverage with zero interruptions.

Tested system interfaces with third party software to ensure and confirm transmission of files, reports and data remained in sync.

Validated letters to be in compliance with state regulations; screens were modified, and database changes were made to store new fields. New reports were generated to provide error handling and improved processes.

Created scripts to select testing database and CICS screens changes Formalized encryption of data - providing security to customer information.

Mentored and trained new offshore employees during this time, creating a knowledgeable staff.

RISK BASED RATING: Established a new process for calculating premiums based on Age of Home, State and Zip Code, Cost of Construction, Replacement Cost, Earthquake and Hurricane risk, and other specific criteria using a new interface with a third-party software company.

Developed spreadsheet to validate premiums – validate mainframe calculations are correct

Developed script to testing all states – reducing the execution from 2 days to 10 minutes

Interfaced with RR Donnelley (letters) and files to 3rd party vendor (PropertyMart)

Validated DB2 tables and final billing to other systems (Claims, Accounting, FIServ, etc)

AIP (Application Integrity Program) – Extract key statistics from mainframe jobs. Established threshold criteria. If thresholds are exceeded program will send alerts and notifications to Business System Analysts and management to resolve or explain the problems or unusual events.

Established Threshold levels for loans: added to the system, paid off or status changed

Monitored reports: Number of loans on a report is too high or too low

Tracked Number of letters produced: Is volume too high or low given time of month for that lender

Establish escalation procedures from Batch Job delay-onsite manager to System down-Lender notifications

Customer Support - Vanguard Integrity Professionals, Las Vegas, NV 1998-2003

Assisted corporate accounts to resolve Mainframe and Security issues (RACF) using a proprietary software package; gathered requirements and clarified user enhancements and provided details to developers for coding.

Recognized as subject matter expert in Mainframe Security software establishing access to resources for groups and individuals

Provided system and software keys to allow use of the system ensuring security through accurate recordkeeping

Provided site installation when needed and created test scenarios for all new product and software changes

Additional Experience

Sr Instructor - Software Training Center, Cerritos, CA

Internal Auditor/Contingency Planning Officer -BofA, Los Angeles, CA

EDUCATION

HS Diploma – Lakewood High School, Lakewood CA

Associate Degree – Major: Business Administration, Minor: Computer Science

Long Beach City College, Long Beach, CA

Membership: Southern California Quality Assurance Association – Orange County

Contact this candidate