Quality Assurance Customer Service
Resume:
Tonya R. McGill
*****.******@*****.***
LinkedIn Profile
SUMMARY
Dynamic professional with 10+ years of progressively responsible Information Technology experience encompassing business analysis, project management, software testing and technical documentation as well as customer service and software user training. Extensive experience with Financial/Life Insurance and Mutual Funds Administration Systems, Veterans Benefits, Utilities, Telecom, Energy as well as several other industries on a smaller scale. Excellent oral and written communication skills. Highly analytical and detail-oriented. Able to comfortably interact with all levels of management. Self-motivated with a strong commitment to quality and excellence. I work well in a team environment as well as independently.
PROFESSIONAL SKILLS:
UAT, Unit Testing, Unified Functional Testing (UFT), Agile/SCRUM Methodologies, Integration Testing, Regression Testing and System Testing on AS/400, Mainframe, Client server, Web based and Mobile applications. iOS, Android, Windows and Mac OS.
Proficient with several versions of Microsoft Windows, Windows 10 and earlier versions
Browsers: Internet Explorer, Mozilla, Safari and Chrome
Microsoft Office Suite, all versions, 10 key by touch, all office equipment, typing – 45 wpm with 100% accuracy
SQL, Java, HTML, VB Script, Oracle, C++, C#
HP ALM 11.0 (Application Lifecycle Management), HP Quality Center, HP QuickTest Professional
Software User Training, writing User and Training manuals
Salesforce, AR Express, Medical Claim Status, Medicare Insurance eligibility/verification
Wireshark, Jira, Flowdock, SIP, TLS Encryption, Audio/Video Codecs
EXPERIENCE:
VTCSecure LLC – Software for the Deaf/HoH Community - Clearwater, FL Jan 2016 to Aug 2016
Software & Mobile App QA Tester
Develop, execute and evaluate software test plans in an Agile environment using Jira
Review and analyze technical requirements, gain a thorough understanding of project scope and creation of test plans that is
aligned with project parameters and goals
Execute test plans using various testing methods, levels and objectives, including 508 Compliance testing
Document test plan results and report testing activity status to the Test Manager
Assist with creating documentation such as test management plans, test scenario templates
Evaluate, troubleshoot and test the software iteratively in order to detect bugs and recommend bug fixes
Partner with the operations project managers to review testing plans, user stories, testing progress, results, and next steps
Review technical documentation and maintain knowledge about software releases
Regency Inc. DME Billing and Consulting Services - Largo, FL June 2015 to Oct 2015
Billing Representative/Consultant
Filing, updating Status Reports for various clients, special projects as needed.
Completing new patient orders for Durable Medical Equipment.
Verifying Medicare eligibility and entitlement, benefits and eligibility for HMO/PPO.
Calling Payer/Insurance Companies for claim status, corrected claims, appeals and denial reasons.
Track orders and shipments and billing progress and updates from EOB’s for the daily status reports.
Liaison between clients, insurance companies and Medicare/Medicaid.
Process insurance write offs/adjustments in AR Express
Correct billing errors in AR Express, update Salesforce with appropriate actions including notes.
Peninsula Cement Finishing – Seminole, FL Nov 2013 to Present
Office Assistant – Part Time
Scheduling appointments and service calls for clients needing new pools or refinishing of existing pools.
Social Media marketing for the company and ordering job site materials
Project management of several clients’ pools and their progress.
Payroll, accounts payable and receivables in Quick Books
Client billing and collections
RKC Site Solutions LLC – T-Mobile, Tampa, FL Aug 2013 to Nov 2013
Project Coordinator – Contract Position
Handle day to day project level client communication
Monitor progress and updates different data trackers in Excel for projects and reports progress in spreadsheets to customer and managers in office
Create and maintain project, bid files and associated support documentation
Manage process of material requisitions and packing slips to corporate office for material received
Preparation of new job packages for active and new projects for Specialty and Tower
Assist with preparation and submittal of Close Out Packages
Support daily activities of managers
Work with data collected at site visits and provided by others or gathered personally such as surveys, site configuration sheets, building plans to produce construction documents for various cell site applications.
Principle Solutions Group – Progress Energy, St. Petersburg, FL May 2012 to Jun 2013
Software Test Defect Management Analyst – Contract Position
Evaluating and classifying test defects, generating reports in real time and communicating concisely with test, development, vendor and business analyst and user personnel
Responsible for ensuring the NGDR program defect management process is followed to ensure test management and program success factors are reached.
Responsibilities include working with testers, developers, vendors and business personnel to determine defect root causes.
Prioritize defects in conjunction with process owners, assign defects to developer or vendor teams and others for resolution and report defect status
Responsible for conducting the entire defect management process including running the defect management board and triage sessions
Ensuring defects are properly drafted, recorded, and assigned in defect tracking tool and actively participating and monitoring defect resolution
Provide defect status reports to test, management and business teams
Understanding project objectives and solution life cycle
Train team members on Defect Management Process
FIS Global, St. Petersburg, FL Feb 2010 to Sep 2011
Lead Software Test Analyst
Perform project sizing for all medium to large projects
Administer HP Quality Center for new and existing users
Review and provide feedback of Test Analysts Test Plans before the test plan is sent for approval from the appropriate business unit
Review/approve requests for phase audits as well as attend all walk through meetings for the functional specification, technical specifications and test plans
Provide project status updates and coordinate all testing tasks, including test case development and execution.
Coordinate all tasks regarding defect management, providing status and escalating issues when necessary.
Provide approval for all test environments prior to install.
Execute and maintain testing activities and compliance reporting requirements to ensure they are met in a timely manner.
Monitor status schedule of the project – escalate as necessary
Monitor quality of code delivered – escalate as necessary
Northrop Grumman, St. Petersburg, FL July 2008 to Jan 2010
Software Test Engineer III – Contract Position
Maintain testing schedule and ensure test activities are on-time and within budget execution; uphold compliance with the SOW requirements and contractual requirements
Make certain a high level of customer satisfaction for testing is accomplished
Control and improve the testing processes and work products associated with the project execution and closely coordinate technical activities with SQA Manager and Project Manager
Execute/and maintain testing activities and compliance reporting requirements to ensure they are met in a timely manner
Jabil Circuit, St. Petersburg, FL Feb 2007 to Jan 2008
Quality Assurance Analyst II
Responsible to create, automate (where applicable) and execute test plans and test scripts for accurately testing and debugging designated software and verify that SDLC standards procedures are followed
Design, implement and maintain test strategies, test scripts for functional, stress and load utilizing Mercury Interactive Tools
Execute test script, report detailed defects description through defect tracking tool
Review and improve testing process and implementation
Assist in estimating testing efforts and providing status updates
Conduct requirement and test plan review
Develop and execute manual test plans for low to medium complex applications
Generate test data and recognize test environment preparation needs
Provide timeline information about quality assurance and control tasks
Autonomously participate in project and ensure timely project delivery
Collect and publish quality metric data for projects
Sage Software – HR and Payroll Software, St. Petersburg, FL Nov 2005 to Jan 2007
Quality Assurance Test Engineer – Automation
Coordinate the running and analyzing of automated functional regression tests using Quick Test Professional (QTP)
Recognize and recommend features or scenarios that would benefit from using automated testing tools to minimize the efforts of the manual test team
Effectively prioritize work by analyzing tasks and deciding which tasks needed to be performed first and so on
Enter defects into DevTrack
Test assigned areas thoroughly and extensively with limited amount of supervision
Report clearly on assigned tasks, and recognize and alert management of potential problems/issues in advance by providing metrics with percent complete as well as providing weekly status to upper management
Liaison between the Manual Testers and Automation
Nielsen Media Research, Oldsmar Florida Sept 2002 to Oct 2005
Senior Quality Assurance Analyst
Develop a System Test Plan, which is comprised of test cases that validate project requirements and business functions
Construct and direct the construction of the system test environment, using test utilities/tools, to provide the platform for the execution of the System Test Plan
Prepare a project-level Test Planning Document that defines the overall testing strategy by analyzing the project requirements and business functions
Coordinate the implementation analysis and planning. Assist in the negotiation of analysis and planning. Assist in the negotiation of customer approval
Coordinate the transfer of new and enhanced software products from development into support
Review, or assist in the review of, all phases of the testing process, by auditing testing activities, to ensure that they are performed properly and completely. Enforce the use of all testing and documentation standards issued by the department
Assist the Development Center in adapting and implementing new testing standards and technologies in the department
Catalina Marketing, St. Petersburg, Florida Nov 2001 to Feb 2002
E-Business Lead Quality Assurance Analyst
Review requirements and design documents for client server applications
Create test plans and strategies for client server applications
Create test specifications and test cases utilizing TestDirector
Perform all levels of testing, i.e. unit testing with developers to user acceptance testing with business users
Record defects and follow them through to closure
Ensure the quality of all software built throughout the project life cycle.
Tech Data Corporation, Clearwater, Florida Feb 2001 to Nov 2001
E-Business Lead Quality Assurance Analyst - Contract Position
Review requirements and design documents for all web-based applications
Create test plans and strategies for all web based applications
Create test specifications and test cases
Perform all levels of testing, i.e. unit testing with developers to user acceptance testing with business users, in a Rapid Application Development (RAD) environment.
Record defects and follow them through to closure
Ensure the quality of all software built throughout the project life cycle
John Hancock Financial Services for IMR Global, Clearwater, Florida Sept 2000 to Feb 2001
E-Business Senior Quality Assurance Analyst - Contract Position
Review requirements and design documents for all B2B and B2C web-based and client server applications
Create test plans and strategies for all B2B and B2C web based and client server applications
Create test specifications and test cases
Perform all levels of testing for the Licensing and Registration (LARS) project in Boston, Massachusetts for John Hancock Financial Services from October, 2000 through December 2000
Record defects and follow them through to closure
Support Senior QA/Test Analysts on client and internal projects.
Ensure the quality of all software built throughout the SDLC.
Knowledge and practical experience of CMM and formal SDLC
Aegon Equity Group, St. Petersburg, Florida Feb 1999 to Sep 2000
Business Analyst – Quality Assurance Analyst
Provide SDLC testing and certification of new products, system enhancements, modifications, system upgrades and code fixes to ensure the correct processing of all insurance and/or annuities functions and its subsystems for the divisions business units
Consulted as the liaison to the division’s business units to ensure questions/problems are communicated and resolved.
Conducted system training for business units on the entry of transactions and analysis of output in a controlled environment.
Reviewed functional and technical specifications, developed test plans and test cases, executed test plans, document, and analyzed test results. Produce Ad hoc reports, Access queries and reports for the Business Units
Business Requirements gathering and documentation.
Franklin Templeton Group, St. Petersburg, Florida May 1992 to Feb 1999
Software Quality Assurance Analyst
Utilize standard principles of system development life cycle methodology.
Part of testing team required to perform Business Analysis, including Retirement Plans Operations, Shareholder Reporting and Tax Reporting.
Developed test plans, scripts and cases based on analysis of functional requirements and technical specifications provided by business units and vendors.
Utilized automated testing tools to develop and input test cases.
Provide detailed status updates to business users throughout the testing phase.
Subject Matter Expert in support of business users after functionality migrated to the production environment. Trained new employees.
Franklin Templeton Group, St. Petersburg, Florida
New Accounts Supervisor Jun 1995 to Feb 1997
Fund Information Representative II/Call Center QA Analyst Jul 1993 to Jun 1995
Operations Processor III May 1992 to Jul 1993
EDUCATION
St. Petersburg College, St. Petersburg, FL 2001–Present
Certificate IT Quality Assurance and Software Testing
Working toward B.A. - Part Time – GPA 2.67
Anticipated Graduation – June 2017
Pinellas Technical Education Center, St. Petersburg, FL 1987–1988
Certificate: Business Computer & Console Operations
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