Help Desk Customer Service
Resume:
Carolyn Waters
Denver, Colorado 80205
Email- *******@*****.***
SUMMARY OF EXPERIENCE
• Over 10 years of experience in testing client-server and web based applications.
• Complete knowledge of all phases in the Software Development Lifecycle (SDLC)
• Experience in analyzing functional specifications and writing detailed test plans, test procedures, execution of test scenarios, analyzing the actual results against the expected results and automation of test cases.
• Created Requirement Traceability Matrix to ensure each requirement has been tested.
• Proficient in Manual Testing, Black Box Testing, White Box Testing, System Testing, Integration Testing and Regression Testing.
• Strong Understanding of Software Development Life cycle and the role of Quality Assurance.
• Experience with different QA Methodology like Waterfall model, Iterative model, agile methodology and QA Strategies to ensure the Quality Assurance Control.
• Experience in Manual Testing and using quality center as a test repository
• Experience with IBM Rational Clear Quest Automation Tool to track Change Management, Life Cycle record changing for software development and integration and to track what was being tested.
• Expertise in Problem solving and Bug tracking using Bug tracking Tools like Test Director and Mercury Quality Center.
• Ability to interact with developers and product analysts regarding testing status.
• Expertise in testing N-Tier Web-based and Client-server applications.
• Experience in testing database applications of RDBMS in DB2, MS SQL Server, Oracle and MS Access.
• Involved in review meetings with Project Managers, Developers and Business Associates for Project Planning, Coordination and implementing various QA methodologies.
• A team player with good logical reasoning ability, coordination and interpersonal skills.
• Good analytical and problem solving skills. Strong communication and interpersonal skills.
Technical Skills:
Testing Tools:
Mercury Quality Center, Sql Developer, Quick Test Pro, Test Director, Load Runner, Rational Clear Quest, Rational Test Manager
Programming Languages:
Java, SQL, PL/SQL,Visual Basic
Database:
Oracle 8/9i/11i, MS Access, MS SQL Server
Operating Systems:
Windows, Unix and DOS
Web Development:
HTML, DHTML, XHTML, XML, XSL, CSS, JSP, ASP, JavaScript and Script
Other Software
MS Office
PROFESSIONAL EXPERIENCE
Kelly Services November 2013 to Present
Tier 1 help desk/customer service support analyst for IBM. Responsible for taking inbound technical calls for Government commissaries in the U.S. and parts of Europe. Responsible for helping and resolving customer issues with hardware and software problems using Remedy help desk ticketing tool.
Data Systems & Technology, Inc. October 2013-November 2013
Responsible for collecting and testing data for the Transportation Security Administration
(TSA), then writing reports and recommendations in reference to the system being tested.
August 2008-August 2013
Data Systems & Technology, Inc.
Sierra Vista Arizona and Odenton Maryland Client -Joint Interoperability Test Command (JITC)
Test and Evaluation Analyst
• Provided technical assistance to the Department of Defense, Client Defense Information Systems Agency Enterprise Services Directorate, Enterprise Services Portfolio (JT4).
• Coordinated the collection and organization of information and data to meet requirements for program milestones, program implementation plans.
• Provided test and evaluation analysis and presented System Evaluation Plans (SEP) Test and Evaluation Master Plans (TEMP), Operational Test Readiness Reviews (OTRR) and recommendations to government for certifications purposes.
• Responsible for collecting and organizing data for Enterprise Services. Participated in working level Product team meetings (WIPT)
• Worked with Operational Test Agency (OTA) AFOTEC, and ATEC to Standardize and organize program evaluation methods and capabilities over the course of the fiscal year.
• Obtained, managed and organized data to produce cost estimates and projected delivery information on delivery schedules.
• Responsible for application processes in order to improve quality of application and meet Statement of Work (SOW) requirements.
• Performed full life cycle enterprise level testing and evaluation for a variety of programs and services.
• Developed and tested evaluation methodology templates used to evaluate a host of software systems and services using Information Technology Infrastructure Library (ITIL) methodologies.
• Worked collaboratively with JITC leadership to ensure full spectrum integration with internal business partners.
• Worked with the developer to ensure that the testing issues are solved immediately.
• Provided test support and data analysis for a suite of automated medical information applications to facilitate and demonstrate traceability system data exchanges.
• Assisted with development and maintainability of Quality Assurance Metrics and standards. (Writing test cases that are based on business requirements).
• Served as a test and evaluation analyst for the Micro-Computer Software Support Group applications.
• Responsible storing and transporting sensitive Government data across databases using XML.
• Responsible for Independent Verification and Validation (IV&V), regression and manual testing to include checks and balances on the front end of the application.
• Worked with Developers to test new database conversion changes (converting over to .net) and coding after updates had been made to the system, responsible for catching and correcting database errors.
• Served as task leader to included managing task cost, scheduling of resources and performance.
• Participated and recommended application upgrades and changes to development team.
• Performed cost estimates and participated in auditing procedures to be SOW compliant.
• Developed test reports, wrote and maintained documentation, worked with application development team to review application builds and fixes.
• Provided Configuration Management/Systems Engineering processes to maintain performance and system requirements.
• Involved with Scrum model (Agile Methodology) during developmental testing.
• Developed Requirement Traceability Matrix (RTM), which maps requirements with test cases.
• Experience with Process flow diagrams, documentation of data flow diagram and business processes based on the needs of the customers.
• Reviewed Functional Requirement Documents (FRD’s), Technical Design Document (TDD’s) and Business Requirement Documents to ensure all the key process areas are covered.
• Developed and Reviewed Functional Test Plan and performed various kinds of testing such as Functional testing, Integration testing, smoke testing, black box testing and regression testing.
• Prepared Test scope from Business Requirements and Functional Specifications.
• Performed Backend Testing by extensively writing SQL queries for data verification and validation.
• Worked with developers using SQL queries to extract data to identify coding errors after updates or changes to application, in addition used data extraction when performing manual testing in reference to SQL, and crystal reporting.
• Involved in testing 3rd party integration using web services and SOAP test tool for load testing, functional and test scenarios.
• Participate in creating service models and relationships and configuration management database controls.
• Responsible for documenting and writing CMS procedures.
• Involved in reporting CMS metrics, developing processes and translating into reports.
Account Temporary Services
Denver, CO Client-MC Sign Company
Consultant for Various Projects November 2004-August 2008
• Supervised a team of 3 installing merchandising products for 32 Wachovia Banks.
• Supported payroll, and uploading of information to MCSIGN COMPANY database.
• Communicated with other vendors to help coordinate and complete projects.
• Conducted organization and reading of site plans and completed warehouse orders.
• Set up special events for marketing purpose.
• Managed projects in Excel and Word.
• Supervision of large contract moves.
Boomer Group July 2004 -October 2004
Denver, CO Client-Co-Bank
Application Software Embedded Tester
• Used SMART DOCS /SMART TAGS for embedding/nesting and insertion points into documents in order to extend standard MS word functionality in user data.
• Responsible for testing of MS SharePoint application tool to improve efficiency and business processes when creating loan documents.
• Setup and created process flows and identified the use of new functionalities.
• Conducted verification and validation testing and developed test scripts.
• Tracked bugs in the system, worked with users and IT department to document problems and develop new processes to improve the quality of the system.
• Participated in ongoing meetings with users and developers to discuss updates and completeness of project testing.
• Used AS400 to look up and cross reference data.
Money Gram Travelers Express June 2000 – June 2004
Denver, CO
Application Analyst
• Integrated, coded and maintained application software for users in Colorado and Minnesota using Java Scripting as the back end.
• Performed implementation on Enterprise Management Software, supported database structure and software.
• Performed upgrades and coding of software data to ensure applications worked properly. Conducted verification and validation testing after upgrades were completed.
• Created test scripts for users and performed data integration by taking data from other systems, creating flat files, mapping the data and importing into the application.
• Setup SQL server in order to do reporting in MS ACCESS and used SQL SERVER as the database for the applications.
• Oversaw and maintained upgrades to software to improve and maintain performance and data integrity.
• Worked in a Mainframe environment and performed automation of data coming from the Mainframe to other applications.
• Trained in-house users on new systems and upgrades.
• Assisted with project management decisions for new applications.
• Was a liaison between the vendor and users, which required looking at different software and application products to determine appropriateness for customer requirements.
• Oversaw and planned new installs, integrations and professional services.
• Setup and maintained security logins within applications.
• Experience with IBM Rational Clear Quest Automation Tool to track Change Management, Life Cycle record changing integration for software development.
Level 3 Communications June 1999 – June 2000
Denver, CO
Help Desk Analyst
• Answered internal calls regarding customer concerns with software and hardware issues using Remedy help desk ticketing system.
TRAINING
Visual Basic.NET; New Horizons
Oracle Database Administration, SQL Server and Fine Tuning
Computer Associates- Help Desk Implementation
Principals of Project Management; Data Systems Technology
SECURITY CLEARANCE LEVEL: Secret
EDUCATION
Bachelor of Science, University of Northern Colorado, Vocational Rehabilitation
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