Customer Service Test

Email: ***********@*****.***

LinkedIn: https://www.linkedin.com/in/jenny-silva

Cell: 248-***-****

Home: 704-***-****

Jenny Silva

Professional Summary

A highly motivated, detail-oriented Quality Assurance (QA) Analyst with 5+ years of experience delivering high quality software in a fast paced environment. Demonstrated ability to manage the QA processes and User Acceptance Testing (UAT) efforts of several projects simultaneously in both Scrum and Waterfall environments and producing deliverables as scheduled. Proven expertise with test planning, test case design and development, and test execution on projects of various sizes, production support items, and during defect remediation. Proficient in writing and utilizing queries to identify test data and complete backend validation. Dedicated to maintaining high quality standards.

Core Qualifications

Skilled QA Analyst with High Productivity and Proven Accuracy

Excellent Communication Skills

Experience with Functional, Regression, Acceptance, Usability, Smoke, Integration and White Box Testing

Hands-on and Proactive

Strong Analytical Skills

Team Player / Goal Oriented

Professional Experience

QA Analyst–ACN Inc, Concord NC May 2014 – December 2016

Highly productive member of a self-organizing SCRUM team increasing project throughput from 15 projects a year to over 60.

Solid Understanding of Software Development Lifecycle (SDLC). Participated in transition from Waterfall to Agile/Scrum.

Responsible for Executing Automated Smoke Tests in Production Environment

Hands on experience with Data-Driven Automated Test execution including test bed data creation / maintenance. (Silk Test and Silk Central).

Review functional and technical requirement documents to ensure requirements are testable.

Develop test plans, test cases, test scripts, and test reports on multiple work efforts of varying sizes.

Managed Test artifacts using Test Management tool MicroFocus Silk Central. Used to maintain Test Cases, Test Executions, Results, and test Step Knowledge Base (Shared Steps).

Served as Lead QA resource in testing of complex, multi-tier enterprise applications. Testing experience with Front End and Back End solutions.

Performed Risk Based testing for business critical, time sensitive projects. Employed the use of Mind Maps and Test Case Matrices to identify critical Test Scenarios/Cases.

Test Automation Execution/Maintenance Experience. Using MicroFocus Silk Classic and Silk WorkBench

Responsible for executing Automated Build Acceptance Tests, Production Smoke Tests, and many Regression/Functional tests with a focus on Data-Driven Automated Test Case Execution.

Comprehensive use of ServiceNow IT Service Automation Software for both defect tracking and Scrum release management.

Support all types of testing efforts including Functional, System Integration, White Box, Usability, UAT, and Regression.

Performs advanced trouble shooting via database queries and server/process monitoring

Works with product owners, business users, business analysts and project managers to manage user expectations and determine the most effective testing and inspection strategy for work efforts of varying complexity and size.

Ensures that defects uncovered in the test are documented, summarized, and utilized in post-implementation reviews to improve the development and testing processes.

UAT Tester/ Operations Specialist –ACN Inc, Concord NC March 2011– May 2014

Performed Requirements review and UAT Validation for software projects related to US Local/LD Telecom provisioning

UAT Role performed in a Waterfall environment and involved complex requirements documents and large releases. Executed numerous and complex test scenarios in a limited timeframe.

Responsible for communicating UAT results with the IT team and negotiating sign-offs.

Performed Audit/Reporting duties related to Telecom Provisioning

UAT activities required writing SQL Queries and analyzing the results, identifying issues and isolating root cause for IT to correct. Created requirements UAT approval.

Created Visio flows to outline end to end process flows

Provisioning Coordinator & Support–ACN Inc, Farmington Hills MI /Concord NC May 2007– March 2011

Lead project teams responsible for launching new markets, products, plans and services including but not limited to commercial offerings, expansion of residential product lines, and internet services.

Created training materials and process documentation as well as one on one coaching and group training

Was solely responsible for Alpha and Pre-Alpha testing phases of new initiatives as well as manual tracking of those customer accounts to provide accurate and complete business requirements back to the IT Development team.

Participated in UAT validation various initiatives to validate accuracy of requirements coverage.

Provisioning–CMC Telecom Inc, Wixom MI April 2002 – May 2007

Manually keyed orders for various types of service in AT&T direct interface. Launched transition from Carrier status of Non-Facilities based Reseller to Facilities Based Reseller.

Researched to determine best practice and process for implementing and transitioning from Reseller to Facilities based.

Developed product documentation for transition between Telecom service providers.

Customer Service–CMC Telecom Inc, Wixom MI February 2001 – April 2002

Handled customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.

Made financial decisions to protect/collect revenues and adjusts customer accounts.

Assisted management with Audits to ensure accuracy within the client base and billing system.

Assisted in training new employees.

Software and Tools

Application Platforms: Java, .NET, Cold Fusion

Database Platforms: MS SQL Server (T-SQL), Oracle (PL/SQL)

SQL Server Management Studio, Oracle SQL Developer, Advanced Query Tool (AQT) SQL Plus

Tools: MicroFocus Silk Central Test Manager/Silk Test/Silk Workbench, T-SQL/PL-SQL, Putty, WinSCP, FileZilla, ServiceNow, TortoiseSVN, Linux, Solaris, BusinessObjects Data Integrator, Word, Outlook, Excel

Professional Training

Fundamentals of Software Testing – 2014

Introduction to SQL Course beginners - 2014

Introduction to Agile and Scrum - 2015

ISTQB Certified Tester - Foundation Level (CTFL) Course– 2016

Silk Test Workbench Essentials - 2016

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