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Quality Assurance Customer Service

Atlanta, Georgia, United States
December 28, 2015

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Harold Cooper


A professional Quality Assurance Analyst, with a proven track record of consistently developing strong business relationships in Information Technology.

Technical Skills:

Operating Systems: Windows 2010/NT/XP, Unix/Linux, Novell Netware

Programming Languages: Java, PL SQL, HTML, Perl, UML, Oracle, and TSL (Test Script Language)

Hardware: Monitor, Hard-drives, Network-cards, Mouse, Printer

Networking: TCP/IP Connections, Cables and Hub Flaws


American InterContinental University – Degree: Bachelor of Information Technology

Professional Experience:


FIRSTDATA– Quality Assurance Analyst– 01/2014 – 10/2014

Documented test plans, scenarios, scripts, or procedures.

Developed testing programs that address areas such as database impacts, software scenarios, regression testing, negative testing, error or bug retests, usability, and performance.

Documented software defects, using a bug tracking system, and report defects to software developers.

Identified, analyzed, and documented problems with program function, output, online screen, or content.

Proficient in the use of Microsoft’s Windows XP/7 and Office 2007/ 2010 to a proficient level.

Proficient in the use of MS SQL and being able to write and read SQL queries.

Participated in product design reviews to provide input on functional requirements, product designs, schedules, or potential problems.

Reviewed software documentation to ensure technical accuracy, compliance, or completeness, or to mitigate risks.

Proficient in the use of using test management tools like HP Quality Center, MS Visual Studio Test Manager.

KFORCE – Quality Assurance Analyst– 05/2012 – 10/2012

Perform manual and Selenium testing of web based application.

Identified and thoroughly analyzed defects, issues, risks, and action items along with identifying the business requirements & the system requirements as part of the project team.

Work in the agile development environment with frequently changing requirements and features set.

Review product requirement documents, functional specifications, and involved in developing test strategy, test plan and test case documents.

Interacted with Business Analysts and Software Developers for bug reviews and participated in QA meetings.

Proactively came up with innovative methods to improve software quality, test coverage, efficiency and regression coverage.

Environment: Windows, MS SQL, Java, Selenium, HTML XML, JavaScript, and Ajax.

Reported defects and escalated issues as needed.

Regularly report overall project status, including test case execution statistics, defect status, milestone achievement, and satisfaction of quality metrics.

Signed-off on test strategy, test development, and test results prior to implementation into production.

WIRELESS GENERATION – Associate Customer Support Analyst –2010 – 2011

Provided technical support to Wireless Generation’s customers via incoming calls, emails, voicemail, and chat sessions across multiple platforms and systems.

Interact with support teams aimed at working toward problem resolution.

Assist customers with proprietary client and web installation, application and end user issues.

Create and track support tickets with high level of detail, log all contacts, properly categorize issues, and follow up appropriately.

Strong written and verbal communication skills.

Demonstrated the advanced troubleshooting skills necessary to resolve the full scope of customer issues including both technical and customer service inquiries.

Followed up with customers to ensure first contact resolution and deliver a Promoter level experience.

Used various administrative department tools and on-line resources for customer resolution. Used trouble ticket system for tracking customer interactions and problem resolution.

ALLCONNECT – Quality Assurance Analyst – 2006 – 2009

3+ years of solid experience testing web based software applications.

Proficient in software development life cycle including test strategy preparation, test plan development, test case creation, test execution and bug tracking.

Tested web applications in Waterfall and Agile development processes.

Analyzed business requirements, software requirement specifications to create test plan and test case for manual and automated testing.

Areas of Expertise: test development, scheduling and execution, test automation, test project management, Agile, SCRUM, SDLC (Software Development Life Cycle).

Created detailed QA documentation including QA reports, actively participated in SQA and project status meetings.

Developed and maintained automated test scripts.

Lead testing effort with business analysts, customers, engineering and offshore QA Testers.

Enjoyed learning new tools and technologies.

Developed test plans, test case scenarios, and setup JIRA projects via the review and analysis of functional specs and requirements which define business needs and risks.

Test API’s using preferred tool to troubleshoot and validate test conditions.

Created test data as required.

Created SQL Scripts to validate back-end data and processes.

Worked on multiple OS and platforms.

Produced defect logs, status reports, and test tracking via test defect tracking tool.

Identified and log defects, work with development to resolve, and verify fixes when implemented.

Identified and raise risks as early as possible in the system development life cycle.

Participated in product releases ensuring proper deployment quality.

Interacted with support team to troubleshoot and close customer reported issues.

Attention to detail to ensure software is delivered with the highest degree of quality.

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