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Software Customer Service

Location:
White Lake Township, MI
Salary:
60,000
Posted:
February 22, 2020

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Resume:

Celesta Raczkiewicz

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

White Lake, MI 48386

Cell 734-***-****

adbw8e@r.postjobfree.com

Profile

Versatile and motivated software analyst who strives for excellence

Effectively perform software gap analysis for key functional requirements and act in BA and QA roles

System, web and mobile software quality testing

Skilled in both external (International Clients) and internal stake holders (Corporate) interactions

Key Skills

Technology Project Management and SDLC: establish objectives, dependencies, timeline and execution in conjunction with testing and implementation of systems. Timely execution while judiciously managing resources and effectively remedying potential barriers to success

Gather business requirements and accurately interpret customer business needs and translate them into technical application and operational requirements

Writing and executing manual user focused (UAT), Functional and System Integration (SIT) test scenarios and cases

Technical writing and customer process documentation

Intermediate knowledge of writing queries and updates using SQL

Experience with Jira, Confluence, TFS Visual Studio, HP Quality Center, ALM, SQL, IIS, SharePoint, Version One, Waterfall, Agile /Scrum methodology, Blueprint, VMware and Hyper-V, Microsoft Project, Visio and Microsoft Office

Long standing customer service and mentoring experience

Senior Software Analyst - QA & Support 04/2017 – 11/2019

Paramount Workplace Walled Lake, MI

Author test scenarios and cases incorporating all modules and deliverables for version releases

Perform End to End manual regression testing

Support customers facing software issues via Go To Meetings and phone support

Perform regression and version testing of customers’ bug patches in conjunction with various ERP applications and/or mobile devices

Proactively report/document potential problems identified in the product

Monitor team metrics with efforts to refine processes and procedures to reduce errors and reoccurring work

Research QA rework and analyze missed functionality to ensure identified issues are incorporated into future testing

Oversee and mentor Jr Analysts

Evaluate and recommend improvements to development, support and quality processes

Upgrade Sales VMs - Perform customers software upgrades when necessary

Setup customer specific environments for QA and Support testing

Software Quality – UAT Team Lead 03/2016 – 03/2017

Vaco Consultant for Ally Financial, Troy MI

Coordinate cross functional web based testing for the customization of the Alpha Financial Software with multiple application teams both on and off shore in an Agile Scrum Development environment

• Translate requirements and business flows into test scenarios and test cases

Interfaced with Business Leads and BA’s as needed to understand the business specifics of the requirement

• Define data needs to support test execution

• Execute test cases and document defects using ALM QC and Version One

• Maintain detailed user documentation for the training team

• Participate in daily stand-up meetings, planning and process improvement sessions

POS Consultant International Operations 08/2006 – 08/2015

Domino’s Pizza LLC, Ann Arbor, MI

Successfully launched 15 new and 8 existing markets on the Domino’s Point of Sales software collaborating with stakeholders, operational managers and IT throughout stages of the project to ensure target dates and obligations were met

Liaison between international customers and software development team by

otraveling to the country to gather and understand international business needs and work requirements

ohosting WebEx meetings between the appropriate teams achieve acceptable software solutions

Acted as sole project Business Analyst for Russia in the first successful use of Unicode standard

Reviewed offshore BA documentation to confirm request / requirement was within scope of software capability prior to presenting the need to the internal development team

Setup of country specific test environments for various departments

Defined test case scenarios against new business requirements

Executed test case scenarios during incremental development, working closely with the corporate development team to provide feedback

Performed User Acceptance Software testing for all international development work prior to handoff to country’s QA department

Analyzed and documented software defects (Current software version)

Defined defects and worked side-by-side the development team to create solutions

Defined and created test case scenarios against identified defects

Proposed, designed and successfully implemented a software training program to run parallel with new franchise operations training in Miami Florida

Identified the need to better track International Contracts and Microsoft Licensing for internal inter-departmental use and yearly billing. Suggested changes to existing software to include data attributes and check boxes. Suggestion was implemented resulting in the new ability Accounting and Finance to create and run real time queries for Just-in-Time reporting of business metrics.

Received 2010 Domino’s Circle of Excellence Team Award in the successful launch of Domino’s in Spain

Assisted Supply Chain and Development in successfully onboarding the Canadian market stores with Electronic Food Ordering tool ( EFO)

Managed the launch of the Puerto Rican market onto Online Ordering platform

During an Analysis of Domino’s International Franchise database, I identified and reported the unintentional distribution of third party software to International customers and was involved with the various departments and teams to resolve. Concurrently, I proposed a change of procedure that was subsequently implemented for international clients

Assisted in onboarding of all Domino’s US stores onto their Online Ordering System 2007

Special Matters Expert (SME) Domino’s Point of Sales Software Database Setup

Performed Server Imaging, SW Upgrade deployment, end-user Support, and troubleshooting

Conducted Flat and XML file transfers

Help Desk Technician 01/2006 – 08/2006

Manpower, Ann Arbor, MI

Contract worker at Domino’s Pizza WRC in the IS Deployment Department

Resolved external modem connectivity issues in stores

File Transfer and installation of updates to stores

Software upgrades

Software testing – QA

SME Consultant 03/2005 – 08/2005

OHM’S Systems, Cincinnati, OH

1099 Project Traveled to Florida on a weekly basis

Trained and assisted client in the configuration of the raw material database and Bills of Material

EDUCATION:

Henry Ford Community College 2000 – 2003

3.3 GPA while working (Serta) 50 hours a week

Attended training courses that include but not limited to:

Management

Supervision

SQL

Customer service

Dealing with difficult people

Communication and conflict management skills for women

Registered to begin a Saturday PMI-PBA certification course with Global Information Technology - Begins February 29th of 2020



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