Customer Service Quality Assurance
Resume:
MICHELLE C. HENLEY
*********@*****.*** ***** Traverse Lane Brooksville, FL 34604 H: 352-***-**** C: 727-***-**** Summary
• Certified Software Test Professional(CSTP) with more than 15 years’ across multiple industries in enterprise environments.
• In-depth knowledge in manual & automated testing, business analysis, technical documentation, process improvement, project management, and vendor management.
• Strong knowledge of the SDLC with proficiency working in Agile, Waterfall and V-Model methodologies.
• Improvement-focused tester consistently striving to improve testing methodologies, models, and processes.
• Skilled at writing and developing test-related documentation including test strategies, test plans, test cases, test scripts, and quality metrics reports.
• Experienced working with build and QA teams in the US and India to develop test plans, testing strategies and test cases and to ensure project schedules are met.
• Hands-on experience with a variety of tools and software including but not limited to JIRA, HP QuickTest Professional(QTP), HP ALM(formerly Quality Center), Rational ClearQuest, and MS Office Suite.
• Experienced testing web-based, client-server, and mobile software applications including testing across multiple browsers(IE, Chrome, Firefox, Safari).
• Excellent problem solving, interpersonal and communication skills.
• Six Sigma Training
Testing and Quality Assurance Skills
• Business Process Testing (BPT)
• System Integration Testing (SIT)
• Integrated Systems Testing (IST)
• Unit Testing
• Smoke Testing
• Functional Testing
• Regression Testing
• Systems Testing
• GUI Testing
• Back-end Testing
• Gap Analysis
• Agile Testing
• Web Service Testing
• Mobile Testing
• Quality Metrics Reporting
• Defect Tracking
• ETL Testing Techniques
Professional Experience
SimplyDigi.com– Albuquerque, NM (Telecommute) May 2016 – Present Quality Assurance Test Analyst (Contract)
• Applies defined software quality best practices and procedures to design, influence, and drive quality and testability for Learning Engine.
• Reviews functional and technical documentation in order to identify requirements for the creation of test plans, test cases and test scripts.
• Writes positive and negative smoke and regression test scripts to test product functionality and integration with dependencies.
• Conducts test case reviews to ensure scenarios accurately capture business or technical requirements.
• Executes all components of product testing such as functional, regression, end-to-end testing, performance and load testing.
• Actively participates in establishing project plans, estimating work and monitoring progress against milestones.
• Works with Developers and Business Analysts to understand project requirements and create real-world test cases and use cases.
• Communicates and coordinates testing with offshore and local teams.
• Makes recommendations to improve product reliability, performance, and quality assurance best practices and processes.
• Investigates and evaluates new testing technologies and products for application within the environment.
• Experience with Agile Development, SCRUM, or Extreme Programming methodologies
• Experience with system integration testing (end to end and system Integration)
• Experience with SQL / TSQL.
• Shell scripting and database knowledge.
• A passion for developing quality oriented frameworks and software, ensuring superb code quality.
• Working experience with automation of test cases. Bloomin' Brands, Inc– Tampa, FL March 2016 – May 2016 Sr. Software Quality Analyst
• Design test plans, scenarios, scripts, and procedures ensuring they are repeatable and compliant with standards.
• Create and maintain the following QA Artifacts: Test Plan/Strategy, Test Cases, Test Status Reports, Test Coverage Report, and Test Summary Reports.
MICHELLE C. HENLEY
*********@*****.*** 15161 Traverse Lane Brooksville, FL 34604 H: 352-***-**** C: 727-***-****
• Execute all levels of testing which includes Functional, Integration, Black Box/White Box, Acceptance, Regression and Performance.
• Determines priority and risk involved with each test case and effectively decides the amount of testing that is necessary to ensure high quality deliverables and mitigate risk.
• Document software defects and validate after defect resolution.
• Participate in product design reviews and provide input on functional requirements, schedules, issues and risks.
• Identify deviations from standards and suggest modifications to ensure compliance.
• Lead defect review meetings with project stakeholders representing the QA department at a professional level.
• Communicates project information to team members, stakeholders, and senior management.
• Identify new ways to streamline the application development and delivery process by evaluating existing regression tests and optimizing the test suite while also incorporating new test ware to cover enhancements and changes Identifies and defines test environment hardware and software requirements including cross-application dependencies and integration points.
• Mentor QA Testers and other IT personnel on QA Best practices and procedures. WALTER INVESTMENT MANAGEMENT CORP. -Tampa, FL August 2015- September 2015 Quality Assurance Lead (Contract)
• Senior QA Analyst within Technology Services.
• Led team of QA Analysts in planning, preparing and executing all phases of the quality lifecycle for small, medium and large projects.
• Acted in the role of a QA Analyst to develop and execute all phases of quality assurance, including preparation of the test environment, manual and automated testing.
• Solid knowledge of QA Deliverables
• Proficient in multiple methodologies.
• Certify that deliverables have met all quality requirements. ELM Resources – Tampa, FL October 2014 – July 2015 Quality Assurance Specialist III (Contract)
• Worked in AGILE methodology and web based testing in multi-browser environment (IE, Chrome, Firefox, Safari, IE 10 and 11).
• Worked closely with AGILE team including Scrum Master, Business Analyst and Development.
• Assisted in deployment to Stage and Production.
• Worked with SQL Oracle. Worked on Data Warehouse Obfuscation project and provided Standard Operating Procedure document.
• Aided Business and Vendors to better understand changes requested
• Attended daily Stand up meetings, kick off, poker planning and story time meetings.
• Used ETL Testing techniques.
• Verify that data is transformed correctly according to various business requirements and rules.
• Make sure that all projected data is loaded into the data warehouse without any data loss and truncation.
• Make sure that ETL application appropriately rejects, replaces with default values and reports invalid data.
• Make sure that data is loaded in data warehouse within prescribed and expected time frames to confirm improved performance and scalability.
• Provided users a full suite of Certification functionality in limited timeframe; allowed school users to work in new, simplified interface, manage certification queues and update records quickly; replaced prior application.
• Led major update to new enhancement ELMOne.
JPMorgan Chase – Tampa, FL January 2006 – September 2014 Software Quality Assurance Lead January 2010 – September 2014
• Provided day-to-day direction, mentoring, and guidance to testing and quality assurance for a 3-8 member matrix team.
• Led testing components of the development life.
• Coordinated automation and performance test activities.
• Monitored Defect Management and Test Execution; assisted in design and implementing of manual, automated and performance test scripts.
• Attended user group meetings.
• Participated in Incident Management, Root Cause Analysis and High Risk reviews, and testing, Implementation Planning and Execution of complex applications.
• Wrote test related documentation to include test strategies, test plans, test cases, test scripts and reports
• Reviewed testing documentation, process implementation and testing coverage. MICHELLE C. HENLEY
*********@*****.*** 15161 Traverse Lane Brooksville, FL 34604 H: 352-***-**** C: 727-***-****
• Coordinated and supported QA/testing activities - providing quality assurance oversight related to project related deliverables, ensuring timeliness and completeness balanced with risk management.
• Collaborated with Build and QA team in the US and with India vendor to develop test plans, testing strategies and test cases and to ensure project schedules are met.
• Served as a Technical Officer within the Technology Testing Group (Senior Testing, Analyst, Communication Manager and Testing Certification Lead for the team)
Business Systems Analyst/IST Testing January 2006 – January 2010
• Supported Chase Auto Finance and Student Lending and acted as liaison between IT and business end-users including development and training teams.
• Analyzed business requirements, and developed specifications for any new/change to technology applications.
• Contributed to change management/training plans.
• Conduct business process modeling and generate applicable testing scenarios.
• Performed Integrated Software testing (IST) using Automated Testing Tool (QTP) prior to handing off to SQA team. Nielsen Media Research – Oldsmar, FL January 2005 – January 2006 Software Quality Specialist
• Tested and coordinated enhancements and production support for the Metered Sample Management (MSM) application.
• Developed and executed test plan/procedures, test bed setup planning/coordination, test environment coordination for a variety of Applications in a combined client server/mainframe environment.
• Interacted with developers, database administrators, and users; and coached other SQA Analysts.
• Served as Social Coordinator for the department and Team Reporter. JPMorgan Chase – Tampa, FL January 1996 – January 2005 Program/Release QA Lead January 2004 – January 2005
• Managed test planning and execution and the Master Trace Matrix mapped to project and/or departmental Trace Matrices.
• Provided program level test status reporting, including defect tracking and project work progress.
• Used PDP Methodology to ensure project readiness and quality for Phase Exit Review meetings.
• Attended meetings, and PERs and TERs for the program.
• Managed consolidated work plan spanning all project phases for QA and Test related activities.
• Assisted project Managers in securing resources to support test activities.
• Monitored and tracked overall program quality risks and mitigating action plans.
• Coordinated scope lockdown and IT change control.
• Created program level test strategy in cooperation with Project QA Leads which defines process and approach to test management required to support integrated reporting of test status and integrated execution of test cycle(s). Senior Testing Analyst January 2003 – January 2004
• Tested Credit Card Financial application including software enhancements, product maintenance and new software products.
• Analyzed, tested and delivered Customer Service and Research enhancements.
• Wrote comprehensive test scripts and high level system test plans.
• Attended customer service improvement meetings.
• Assisted Business and IT counterparts in creating System Specifications.
• Worked closely with offshore and onshore vendors in testing projects.
• QA Project Manager for Call Center applications.
• Testing team lead on high profile projects and testing mentor to assist with development of junior analysts.
• Implemented open issues database, script reusability, new SE/PTR process and project scoping/sign-off.
• Used macros for account conditioning and created scripts using Win Runner to increase testing output. Previous Roles at JPMorgan Chase
ITM Testing Analyst – Efficiency and Quality Department January 2000 – January 2003 Quality Analyst – Credit Card January 1999 – January 2000 Account Supervisor – Credit Card January 1997 – January 1999 Empowerment Team Representative – Credit Card January 1997 – January 1999 Customer Service Representative – Credit Card January 1996 – January 1997 Education & Certifications
• JPMorgan Chase Technology University January 2012 – January 2014 MICHELLE C. HENLEY
*********@*****.*** 15161 Traverse Lane Brooksville, FL 34604 H: 352-***-**** C: 727-***-**** o QA Test Lead (4.0)
• International Institute of Software Testing June 2004 – June 2005 o Certified Software Test Professional (CSTP), (4.0)
• Professional Career Development Institute – Atlanta, GA 1995 – 1999 o Degree in Paralegal Studies
• Virginia Commonwealth University – Richmond, VA 1987 – 1993 o Bachelor of Science in Mass Communications & Journalism
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