Sign in

Customer Service Software

Weaverville, North Carolina, 28787, United States
January 09, 2017

Contact this candidate


** ***** **** ***********, ** *****

(573) ***-**** - Cell


Seeking Job Opportunities 06/2015 – current

I received many opportunities for contract work so worked independently. Took time off to explore relocation to North Carolina. Relocated to North Carolina.

Coolsoft - Business Analyst 03/2015-06/2015

Business Analyst/QA/Testing (contract position)

Conducted/held meetings with clients/stakeholders, locally and home office gathering requirements of as/is current state, gap analysis, action required and future state of system desired.

Reviewed/conducted meeting on testing issues, created test scenarios/cases with proper test data.

Provided testing/regression testing time lines.

Reported test results to development management/developers for fix, including performance results.

Recorded meetings, created meeting minutes, wireframe documents, collected/requested user provided documents. Designed new system layout screen mockups/wireframe recommendations for business requirements making new system more efficient and productive.

Discussed issues of old system so problems are resolved in new system with stake holders and staff.

Trained employees on new system hands on and provided new documentation.

State of Missouri OA-ITSD Business Analyst 09/2014-3/2015

Business Analyst (contract position)

Proactive research of multiple systems/products. Examples of systems/project are; Crime Victims Business analyst/ liaison with internal/external customers, developers.

Compensation/SAFE Integration (CVC/SAFE); SEMA/Web EOC; Bug Tracking Software; Server updates; Alcohol Tobacco Control (ATC).

Integrated CVC/SAFE, two aged systems into one, using newly designed web page.

These test projects require collaboration between multiple departments; ensuring all parties involved contributed to the desired end product.

Created PAQ for external bidding for outsourcing of requirement gathering and system build.

Conducted meetings with clients for requirements gathering.

Recommended design enhancements, cutting cost and increasing productivity.

Documented new systems for customer training. GAP analysis.

Reported listing requirements gathering. Created project glossary for internal/external clients. Identified gaps in system design.

CSI (formerly Summit Financial Solutions), Jefferson City, MO 03/2006-03/2014

Quality Analyst/Business Analyst/Training/Documentation

Liaison for new and old customers in setting up new installations.

Project lead on new customer installs, working with Management and Development departments.

Tested SQL Database and queries to extract and analyzed needed data to ensure product development target. Responsible for maintaining timelines.

Created custom install CD’s per customer requests.

Responsible for certifying, supporting and troubleshooting new imaging scanners.

Supported customer service techs if customer problems were beyond their scope of knowledge (i.e. special products, 3rd party vendor products).

Held several developers license key’s for specialized 3rd party vendor products.

Maintained confidentially and security standards GLBA/HIPPA.

End user support of hardware and software. Developed training materials for customer/staff training.

Admin on SQL Server Management for SQL Queries. Project Manager new software design/development

CSI (formerly Summit Financial Solutions), Jefferson City, MO (Cont.) 03/2006-03/2014

Quality Analyst/Business Analyst/Training/Documentation

Collaborate with customers for discussion of product enhancements and submitted change requests for issues. Reported system errors, created/maintained test environment, evaluated the tests by recreating exact sequences of events, documented within TFS/CRM and results reported to developers for correction.

UAT (User Acceptance Testing) and BAT (Business Acceptance Testing)

SIT (System Integration Testing)

Executed test cases to ensure results achieved and communicated to project team.

Performed regression and performance testing on proprietary software.

Worked with developers/programmers to insure proper operation of software and in developing new products.

Execute tests on software products for issues to ensure product viability and communicated results.

Responsible for system enhancement development and ensuring viability prior to installation.

Created customer install CD’s using Install Shield 2012. A2ia/Unisys handwriting software to read banking documents.

Assist customer service technicians in discussing the resolution to customer issues.

Convert existing data from old systems to run with new software.

Created/developed sales force laptop demo software in a virtual environment and software upgrades.

Requested several product enhancements for better performance and accuracy.

Disaster recovery/Regression testing. Prioritize tasks to meet project deadlines.

Document work instructions for use of developed reports, for product use and education.

Organized documentation for support and developers.

Created reports and documentation for customers. Experience in testing methodologies and practices.

Trained staff on product enhancements, plus, updated training material.

Developed training programs. Trained clients on various software programs.

Created/executed test cases. Ran SQL queries to insure data was entered correctly.

Customer Service Technician – Help Desk -promoted to QA/Product development 03/2006-03/2014

Travel to customer sites to install and train their staff on software.

Assist customers in resolving issues with software. This included ensuring correct Bank balancing at end of the day transactions.

Setup annual disaster backup for bank testing to ensure federal guidelines were met.

Trained new employees for customer support.

Setup and trouble shoot FTP. End user support. Trouble shooting issues.

Online Help Desk Ticket system.

Java Dave’s Coffee, Broken Arrow, Ok.

Business Owner / Working Manager

Responsible for all aspects of running retail coffee shop which entailed, inventory control, merchandising, customer service, personnel issues, maintaining scheduling for six staff, payroll, marketing, training of new employees, etc. Owned coffee shop fourteen (14) months and sold for 38% profit. This was accomplished through streamlining processes to make business more profitable. Product control and inspection. Sold business and relocated. After moving, bought and sold houses for income


PC Environment:

TFS, SQL, MS Office products, Word, Excel, Access, XP, Win7, Outlook, Rimage CD-ROM Tower’s, Novell NetWare Admin, Administering MS Windows NT 4.0, Norton Ghost, ProComm, Change Management System, MacAfee, Internet Explorer, A2ia handwriting software, Unisys Softcar handwriting, TFS CRM WebEx, SQL Management Studio


Northern Oklahoma College, Cisco Certified Network Associate, Install Shield 2012, Multiple specialty courses. CBAP


Contact this candidate