OBJECTIVE

Flexible, resourceful, and innovative customer service and problem solver professional seeks opportunities to enhance an organization by utilizing software testing, accounting, software configuration, computer technical, problem-solving, and customer service skills to improve performance by improving processes, reducing cost, and improving cycle time.

BACKGROUND SUMMARY

Diverse customer-driven IT and business professional who has been employed with Fortune’s top fifty companies and is experienced in accounting, customer services computer hardware and software quality assurance, software configuration, desktop and web application, helpdesk “how to” questions, and network solutions. Excellent interpersonal and communication skills effectively resolve problems that satisfy the customers.

PROFESSIONAL EXPERIENCE

Meridian COOP Inc 10/2007 to 11/2023

Software Quality Assurance Analyst Supervisor

I planned, Trained, guided, and communicated with team members about improving testing strategies, product knowledge, researching techniques, improving performance, and updating team members about upper management expectations. Perform team member evaluations twice a year to inform team members how they perform testing the software. Utilize Root Cause Analysis to analyze bugs in the code reported by product support from customers utilizing the software for upper management and point out to team members, programming, and Business analysts how the bug(s) were missed during development.

Communicate with upper management about goals, objectives, and strategic plans to improve software quality, testing strategies, and concerns about team members testing software. We conducted interviews for Quality Assurance (QA) positions in the QA department.

Sr. Software Quality Assurance Analyst

Write programming and QA test cases for Web Accounting applications. Test .Net, COBOL, and Java web application transactions to ensure application programming meets the specifications provided by the Business Analyst Team. Utilize Oracle’s PL/SQL, and UNIX tools to run queries, debug the application, and test the accuracy of updating database tables.

Test data on Client/Server, and Web platforms using FTP, HP 9000, Linux, and Dot Net.

Receive, correct, document, and track internal and external bugs associated with assigned authorities. Document all processes and procedures and suggest improvements to the Programmers and Business Analyst groups. Track projects, report issues, test resolution of a product release, and meet with key stakeholders on the status of projects.

Business Software Inc. 07/05 to 10/2007

Software Developer

Developed, designed, and tested Federal, State, and local authority's Payroll forms for Service Bureaus and Payroll Companies. Develop, test, and design forms for client/server and web browser payroll software applications in a test environment. Help predicate reliability and performance measures during development and test cycles. Help champion process improvement initiatives. Identify and report product defects using quality methodologies. Work in cross-functional development and Business Analyst teams to produce world-class Payroll software products. Work with the Business Analyst team to understand service bureau and state authority’s report requirements, tax formulas, limitations, and functionality. Develop and maintain test case documentation to validate product requirements. Work in a fast-paced, schedule-driven environment. Ensure all product releases meet or exceed defined quality goals. Test Federal, State, Township, Boroughs, and Local taxes output and forms functionality. Install payroll software to Oracle databases. Then utilize SQL to run database queries to ensure database tables are updated correctly with tax changes. Utilize UNIX to run Database and file diff to ensure database and file instructions have accurate instructions. Verify and test developers’ code for accuracy and consistency to help ensure the code is producing the correct output data specified by Federal, State, Township, Boroughs, and Local authorities.

Sage Software 11/01 to 07/05

Senior Accounting Customer Support Analyst

I provided customer service and technical support by analyzing, problem-solving, and answering “how to questions” with Peachtree Accounting Software’s AP, AR, GL, Inventory, and Payroll modules and Act’s Contact Manager Software in a high-volume call center.

Analyze and configure Peachtree Accounting Software for networking and stand-alone computers.

Help customers configure forms, invoices, statements, and reports utilizing Peachtree Accounting software.

Assist customers in setting up 401K, vacation tracking, sick time, SUI, and local tax formulas.

Analyze and resolve printing problems with the form.

Assist customers with payroll and fiscal year-end posting problems.

Analyze and resolve calculation problems with the customer company tax table and their global tax table.

Analyze and resolve customer’s Accounts Payable, Account Receivable, Inventory, Payroll, and General Ledger synchronization problems.

Assist customers with customizing reports with Peachtree Accounting and Crystal Reports.

Analyze, configure, and resolve problems with ACT and the link for Peachtree.

Provide insights to configure ACT on networking.

US ARMY RESERVE, Portsmouth, VA 06/83 - 6/89

Drill Sergeant Candidate

Train Leadership skills

Military Accomplishment Awards

Colorado Technical University

Master of Science Management - Information Technology Management

Conferred February 2005

American Intercontinental University

Bachelor of Science Degree - Information Technology

Conferred August 2003

Accomplishments

Sage Software Peek Season Customer Support Team Outstanding Performance Award – 3/2005

Office/Outlook 2000 desk side support Award from IT Chairmen at Ford Motor – 12/2000

Year 2000 help desk support award from Vice President of Ford Motors - 10/2000

Employee Satisfaction Award from Corporate Controller Honeywell Int. – 5/98

Accounting Customer Satisfaction Award from the Chief Finance Officer of Honeywell Int. – 03/98

Contact this candidate