Customer Service Quality Assurance

ROSENDO M. RODRIGUEZ

Cell 404-***-**** ******@*****.*** Atlanta, GA

SUMMARY:

• Quality Assurance expert with more than 15 years of professional experience in various IT roles including management, team leadership, response/call center and technical positions.

• Bilingual (English and Spanish) with domestic and international experience working in the IT telecom, technological and software industries.

• Resourceful and analytical with a focus on quality assurance, customer service, attention to detail, and delivering the highest quality product to the business. SKILLS:

Operating Systems: Windows /NT/XP/7/8.1, MPEX, HPUX, Unix, Linux Hardware: HPUnix 9000, HPUX 3000, ESK/ Kiosk (Cash & Bill Acceptor, Pin Pad, Printer, etc.) Tools: Amdocs billing platform, HP ALM Quality Center 11.0, TFS, Oracle SQL developer, SDLC methodologies, MS Office

Technologies: COBOL, UNIX shell script (HP-UX), Query, SQL plus, Oracle 8i/9i, Java applets, ImageSQL, Linux, IVR server

SPECIALTIES:

Quality Center • Test planning and execution • Test Defect Management • Bilingual (English, Spanish) Good interpersonal skills • Customer service • Problem resolution • Interpersonal and organization EDUCATION:

• Simon Rodriguez University, Caracas-Venezuela

o Bachelor Degree, Business Administration and Computer Science

• Francisco de Miranda, Caracas-Venezuela

o Technical Degree, Business Administration and Computer Science PROFESSIONAL EXPERIENCE:

2010 – OCT/2016

AT&T Atlanta, GA

Quality Assurance Senior Analyst (Contractor)

• Working with AT&T’s Kiosk web application base, system building, and testing efforts.

• Leader for Spanish/English projects (High Level Design, BR, and Test Cases package).

• Define and execute test cases for Kiosk Applications in English and Spanish using HP ALM QC, MQC, TFS, Clear Quest, to verify regression and new functionality with multiple user interfaces.

• Open, manage, track, and close defects which result from all testing efforts.

• Participate in reviews and understand use cases, requirements, level data tables.

• Work closely with the development team to ensure effectiveness and quality.

• Unix/Linux experience working with backend/frontend logs servers for validation.

• Collaborate and manage multiple task with technical teams (Programmers, DBA and Configuration).

• Troubleshoots Kiosk proprietary hardware, software issues. ROSENDO M. RODRIGUEZ

Cell 404-***-**** ***********@*****.*** Atlanta, GA 2006 – 2009

T-MOBILE Atlanta, GA

Quality Assurance Senior Analyst (Contractor)

• Performance testing, functional, integration, regression testing, ad hoc solutions testing and manual testing.

• Works with T-Mobile’s SIVR system built on Inter voice SIVR solution.

• Defined, wrote and executed test cases for Speech IVR system in English and Spanish using Mercury QC tools to verify new functionality and changes to existing production software.

• Extensive experience using Mercury QC, Test Director and Amdocs suite of tools, CSM.

• Verified and reviewed data management for projects, test case execution and defects status.

• Opened, tracked, and closed defects to expedite resolution which result from all testing efforts.

• Coordinated efforts to ensure UAT testing, data requirements and procedures. 1996 – 2005

HEWLETT PACKARD COMPANY Atlanta, GA

Business Relationship Manager 2003 – 2005

• Provided integration IT services within the HP Services community in Latin American Region

(LAR).

• Received the Most Valuable Player Award for support provided to the Latin American countries

(LAC) Legacy application while moving into the new account.

• Served as the primary interface between user representative, developments and Information Technology teams.

IT Analyst and Solution Specialist 2001 – 2003

• Served as the team leader testing application releases in order to move to production.

• Oversaw the 24x7 production environment ensuring availability.

• Received commendations from internal customers and members of the management team for providing outstanding customer service on numerous projects.

• Reduced server maintenance and operational costs by over 20% by consolidating the servers in the Latin American Region.

• Worked as the liaison between internal users and LAR Call Center to coordinate support activities.

• Provided customer service IT production support for US, Latin America and Canada. Supply Chain and Management Support 1996 – 2000

• Standardized scheduling process, reducing downtime by eliminating or consolidating reports.

• Participated on a team that was recognized with the CEO Customer Satisfaction Award for successfully implementing the latest Legacy Application into emerging countries. Ensured Y2K internal readiness

• Team leader for production, move to production and post production, performing software updates

• Oversaw US, Latin American and Canadian machines/server availability and maintenance.

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