Deborah Phelps

*** ************ *****

Lawrenceville Georgia 30046

Cell: 470-***-****

Email: ad100f@r.postjobfree.com

Career Overview

Develop problem resolution by analyzing processing problems, recommending solutions and working with other departments to test and implement solutions. Provide systems, administrative, and operational support in assisting with the development and implementation of new or existing products, processes and accounts. Maintain quality by performing post-implementation quality audits to ensure integrity, adhering to customer service standards and analyzing and providing overall support to internal and external customers. Highly enthusiastic customer service professional with over 25 years of client interface experience and 12 years of Automation and manual testing. Enthusiastic customer service representative with in-depth knowledge of sales, account management and training. Personable and responsible cashier with over 25 years in retail and customer service. Solid team player with upbeat, positive attitude. Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.

Core Strengths

* Dependable

* Self-motivated and ability to complete transactions without extensive supervision

* Strong organizational skills

* Active listening skills

* Sharp problem solver

* Courteous demeanor

* Energetic work attitude

* Seasoned in conflict resolution

* Adaptive team player

* Opening/closing procedures

* Ability to prioritize work to meet project deadlines

* Ability to handle numerous projects simultaneously under deadlines

Accomplishments

Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed. Interacted with customers in the US, ensuring reliable and high-speed delivery to residential and small-business customers. Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts. Consistently generated additional revenue through skilled sales techniques. Assisted in the managing of the company database and verified, edited and modified members information. Greeted customers upon entrance and handled all cash and credit transactions. Assisted customers over the phone regarding store operations, products, promotions and orders. Volunteer work feeding the hungry for the last 5 years and apparel setup to distribute for the less fortunate.

Experience:

Verifone Inc.

9/2019 – 12/2023 Software Quality Engineer, Alpharetta Georgia 30005

Continual use of BRD portal that is used to set up a customer’s account of all supported tender types, debit, and integrated encryptions, supported EMV AID’s and various other credentials used to add to the customers application software.

Daily use of platform portal Payware connect. Gateway service which processes payment transactions online via API Integration or device with loaded app software. Includes various portals to assist in report pulling and processor setup and device maintenance occurring at the transactional level features.

Daily use of RSR. System that is used to automatically load appropriate payment application packages to newly ordered or repair devices which improves thru-put and cuts down on errors.

Responsible for defining the overall test tool design and execution to assist in validation of assigned products.

Define test and validation methodology and best practices to ensure that all VeriFone produced solutions meet or exceed Company quality standards.

Assign multiple tasks and/or projects,

Maintain compliance with policies, procedures, and methodologies for product quality and solution validation.

Interact internally with project managers and software engineers, as well as other quality assurance teams globally, on matters related to quality assurance and solution validation.

Plan a test based on feature requirements and documented changes, document detailed steps to execute the test, and report on the results.

Responsible for both manual and minimal automated solution validation as required by the assigned project or task.

Effectively apply critical thinking and troubleshooting skills to efficiently identify the cause and effect of software and/or hardware related issues.

Complete understanding of SDLC

JIRA Software defect tracking tool used and JAMA for test case management tools

Extensive knowledge of payment systems and point of sale industry

Ability to work and achieve results in an international/multi-cultural agile environment, with teammates located across several countries and time zones.

Troubleshoot complex functional and non-functional software and hardware issues.

Rapidly and clearly communicate issues, options, benefits, priorities, and recommendations to technical team members and management.

Provide end to end support and testing for EMV certification, knowledge of ICC Tool, Collis Test Tool & EMV desirable.

NextGen Technologies Inc

5/2018 - 9/2019 Software Quality Analyst, San Jose, CA 95112

Contractor for Verifone, Alpharetta Georgia 30005

* Responsible for writing test plans, test scripts, scrub reports, test reports, submitting defects, performing test execution and validation, and reporting on all assigned projects.

* The SQA Engineer works within VeriFone's defined Agile test and validation methodologies and best practices to ensure that all VeriFone produced solutions meet or exceed company quality standards.

* The SQA Engineer may be assigned multiple tasks and/or projects and will be expected to work in a fast-paced multi-dimensional work environment under general supervision, and must possess excellent inter-personal, written, and verbal communication skills.

* Windows Operating System 32- and 64-bit environment whereas it pertains to communicating to peripheral devices and using network / simulator tools for testing peripheral devices (i.e., POS PinPad terminals).

* Working knowledge of Linux Operating System directory structure. \

* Understanding of different COMM types such as TCPIP, Serial, USB, WIFI.

* XML testing.

* Maintain compliance with VeriFone's policies, procedures and methodologies for product quality and solution validation.

* Effectively write and execute test plans, test scripts, defects, scrub reports and test reports on assigned projects and tasks.

* Provide support and testing for EMV certification, knowledge of Collis Test Tool & EMV desirable.

* Perform manual testing and solution validation as required by the assigned project or task.

* Ability to run tests with XML inputs and read XML outputs.

* Ability to read log files at an application and OS layer levels.

* Effectively apply critical thinking and troubleshooting skills to efficiently identify the cause and effect of software and/or hardware related issues.

* Work closely with development, system engineers, tier teams, offshore QA team(s), offshore development team(s) and customers where applicable.

* Flexibility with hours during certification testing cycles.

NCR Corporation

10/2013 – 4/2018 Quality Analyst II, Alpharetta Georgia 30005

* Responsible for development, execution, tracking and results reporting of manual test cases for assigned projects/features using VSTS 2010/TFS Test Manager

* Ability to setup required H/W for test environments including Windows PC, POS terminals, printers, fuel pumps/controllers, pin pads, networking (LAN, WAN, connections to credit networks)

* Business savvy to follow general instructions and achieve desired results

* Review use case documentation, participate in the test installation cycle and provide input into work plans for assigned projects

* Determine the time estimates and work plan necessary to achieve the goals for the entire test effort for assigned projects/features

* Communicate and escalate information about timetables and milestones that may not be met

* Complete status reports and participate in departmental and project team meetings

* Responsible for development of automated tests for future regression of assigned projects/features

* Other job related duties as assigned

* Test assessment: objective analysis of your current testing function including a review of your testing strategy, planning process, test management, practices and techniques, test tool usage, resource capabilities and development lifecycle

* Test strategy and planning: helps you to develop an end-to-end strategy and planning approach for your testing efforts

* Lifecycle test execution: flexible and scalable options for improving test execution using our global test labs

* Specialized testing: provides advanced testing like performance/stress, response time, throughput, certification testing

* Test tool automation: provides test tool assessments, tool installation and configuration and methodology changes to accommodate the tool(s)

First Data Corp., Atlanta Georgia 30067

(Was Concord EFS and then acquired by First Data in 2004)

4/2000 - 3/2013 SQM Quality Assurance Engineer

* Understanding of the Software Development Life Cycle

* Experience with defect management systems (Remedy and Clear Quest)

* Process all quality management system document changes according to requirements

* Experience developing and tracking quality metrics

* Data Center Consolidation setup, maintenance and support.

* Maintenance of monitoring and event correlation systems.

* Handling multiple tasks from support, troubleshooting and testing various modules at any given time.

* Assist and support Development department with their issues.

* Execute Quality Assurance Detail Test Plan. Evaluate test results to determine compliance of all code or client/vendor to certification specification.

* Develop and/or maintain Quality Assurance Standard Test Plan and/or Standard Test Script from technical specifications.

* Review and test all Production Support issues before installation into the production environment.

* Thoroughly test software to ensure proper operation and freedom from defects

* Document all problems and work to resolve them and report problem to problem management

* Make decisions as to the adherence of software to standards, procedures and requirements

* Weekly internal audits with upper management to ensure that internal policies, procedures and guidelines are adequate and in compliance

* Meet with external auditors on a quarterly basis to review the process of the QA department to determine a better way to improve production and take back to management.

* Spec out transmissions through our certification database for production environment

* Providing technical expertise and design guidance and participation in the development of and support of new and existing applications.

* Excellent problem solving skills; ability to multi-task within tight deadlines.

* Full development lifecycle responsibilities from requirements, through Analysis, Design, Coding and Unit Testing.

* Using MS Project intermittently based on project and Clarity on a daily basis.

* On-call support for monitoring technologies.

1/97- 3/2000 BUYPASS Corporation, Atlanta Georgia 30067

Computer Operator

* Process work on the computer and peripheral equipment and monitor equipment performance

* Monitor schedules, resource performance for batch processing and processes with online system

* Perform 1st level problem resolutions in resetting passwords and pathway servers

* Participate in the training of less experienced computer operators and performing administrative duties

8/95 - 1/97 Account Support Management

* Level one contact for 3 major Petroleum accounts and various Internal Customers

* Provide feedback from clients to internal support groups on service expectations and service performance perceptions.

* Proactive regular meetings with clients to review infrastructure requirements, systems capacity and other technical requirements.

* Oversee and manage daily billings and projects. Review and update contracts and data files

* Provide expert technical advice to clients and internal customers.

11/92 - 8/95 Senior Technical Lead Operator

* Training, Monitoring and Counseling New Employees

* Coordinate schedules and route Supervisory support. Daily Corporate contact

* Hardware /Software troubleshooting and diagnostics. Installation of terminals and switches

* Data entry and Profile verification

Equipment Used:

Point of Sales terminals and/or ATM terminals and General Automated Fuel Pumps, Tandem Mainframe, Tandem Himalayas Processors, Tapes, Cartridge units and Visual Inspect, Paragon Utility. Web, mobile and contactless devices. Rapid Connect, EMV, touch and virtual terminals. Open system-based applications and web and IVR acceptance.

Software:

Microsoft Office, Windows 95, Windows NT, Windows 2000, SQL Database, Paragon, Excel, Microsoft PowerPoint, Selenium, Microsoft Access, MS project, Clarity, TACL, TAL, Windows Batch, QTP, Sequel, SOAP, XML, Java Script, Basic Cobol and Basic IBM

References: Available upon request

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