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Software Customer Service

Location:
Canal Winchester, OH
Posted:
February 26, 2020

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Resume:

Robin Langille

**** ****** ******** **.

Carroll, Ohio 43112

559-***-****

adbz6m@r.postjobfree.com

PROFESSIONAL SUMMARY

I am a QA software tester who has worked as a team lead at JP Morgan Chase and Sears Franchises working in an Agile environment. I have used ALM 12 for use cases, test cases and UI. I use Visual Basic and IntelliJ for writing feature files. I also have experience with installing ALM excel add-in, uploading and downloading test cases. I have used Microsoft TFS program for writing and running test cases and logging defects. I am an adept software technician with strong troubleshooting and debugging skills relating to network and internet connectivity. I have the ability to quickly diagnose and solve complex customer issues makes me a qualified and reliable candidate. I have managed large projects in other fields of work. I have a Scrum Master certificate.

PROFESSIONAL SKILLS

OPERATING SYSTEMS: WINDOWS XP, VISTA, WINDOWS 7, AND MACINTOSH

TOOLS: MS WORD, OUTLOOK, ADOBE ACROBAT READER AND PROFESSIONAL (PDF), EXCEL, SHAREPOINT, IE, FIREFOX, SAFARI AND CHROME, QUALITY CENTER (QC10 AND ALM 11, 12), VISUAL BASIC, EPIC, TFS, CITRIX, TEAM VIEWER, VMWARE, APPLE IOS AND ANDROID OS, JIRA, CONFLUENCE

WORKING IN BOTH AGILE AND WATERFALL ENVIRONMENTS AND WITH A SCRUM MASTER

PROFESSIONAL EXPERIENCE

Chase Columbus, Ohio July 2016 to August 2019

QA Lead Software Tester

• Team lead for 2 software programs managing all aspects of testing working with off shore team

• Work closely with the Dev team and BA to gather requirements

• Utilized requirements to write functional test cases and feature files

• Executed many manual test cases to test a web based programs

• Working in both Agile and waterfall environments

• Stored test cases and executed in HP ALM 12, Logged defects in HP ALM 12 and JIRA

• Write Gherkin/Cucumber feature files

• Automate feature files in IntelliJ

• Worked on 6 proprietary security programs

Sears Franchises Columbus, Ohio April 2015 to March 2016

QA Software Tester

• Managed all aspects of the QA testing

• Worked closely with the Dev Team and BAs to gather requirements

• Utilized requirements to write functional test cases

• Executed many manual test cases to test a web based, point-of-sale, .Net web application

• Stored test cases in TFS (Team Foundation Server); a Microsoft Visual Studio tool

• POS testing and credit card testing

• Stock and inventory testing in proprietary program

Ohio Health Columbus, Ohio Nov 2014 to April 2015

Software Technician

• Answer phones and login to customer’s computer to fix issues with printers, programs and passwords. Install programs on computers. Create tickets for the onsite technicians to fix computers. Work with customers with the Epic program fixing issues and assisting customers with the use of the program. Completed 20-hour training program for Epic.

Robert Half Technologies contracted to Reynoldsburg school district Reynoldsburg, Ohio Sept 2014 to October 2014

Software Technician, Level II

• Working tickets to fix software and hardware issues. Reimaged computers and fixed issues with laptops to make them work with Wi-Fi and internet programs. Break/fix issues. Worked with iPad and Airpads, Dell, Chrome and HP computers.

JP Morgan Chase COLUMBUS, OHIO SEPT 2012 TO SEPT 2014

Software Technician, Level II

• Resolved client computer issues logged through ticketing system

• Installed and uninstalled variety of critical programs and applications including ALM 11 and QC 10, Essbase, Maker Checker, Adobe Acrobat Professional 11 and Reader 11, Oracle, Toad, Java, Flash player, Remote Connect, Odyssey, and Microsoft Office

• Used active directory

• Responsible for troubleshooting/repairing installed programs and rebuilding Microsoft Outlook

• Mapped network drives by locating alternate paths and implementing and resolving

• Researched accounts for programs and drives

• Emailed and instant messaged clients regarding tickets

• Logged into client’s computers to resolve issues with outlook, office products, ALM and many other programs

• Tested installed programs to make sure that they were working

• Trouble shoot blackberry, iPhone and phone apps

• Fixed wired and wireless IP connections

Zulily OBETZ, OH JAN 2012 TO SEPT 2012

Zulily is an online shopping destination offering designer and boutique products at final sale prices.

Merchandise Processor

• Picked orders according to established accuracy and productivity standards using iPod scanner technology

• Accurately shipped orders using warehouse distribution technology for producing labels, package allocation per shipping destination, etc.

• Efficiently sorted and received merchandise orders for further distribution at Columbus, OH hub

Verizon Fiber Optical Solutions COLUMBUS, OH JAN 2011 TO DEC 2011

Technical Support Level II

Responsible for servicing and troubleshooting large volumes of customer calls per day.

Resolved technical issues to include:

• Internet connections disruptions/errors

• Wired and wireless hardware issues

• iPad and cell phone connections

• Addition/Deletion of software programs

• Cable connections and set top box issues

• Voicemail accessibility and functionality issues

• Password resets

• Email configuration

• Mac computers and Window supported computers assisted customers with pc issues

• Provided application support for McAfee applications

• Supported Provision IPTV services, CPE and high-speed internet services

• Remotely managed customer’s hardware to establish wireless connections and troubleshoot software issues

• Consistently analyzed each customer’s need and to provide first call resolution

• Specifically, documented trouble tickets for archive purposes

Sears Home Improvement Columbus, OH JULY 2010 TO OCT 2010

Project Consultant

• Successfully coordinated and prioritize business and customer installation needs with key stakeholders create a win-win situation and achieve project deliverables

• Trained on several new system applications and successfully utilized them as sales aids for securing additional home improvement projects

• Designed and customized kitchen plans to the specifications and satisfaction of customers

Chase Bank Westerville, OH FEB 2008 TO JULY 2010

Retention Supervisor

• Managed and assisted several customer service reps with customer issues and computer problems

• Successfully learned five new computer programs and several new bank processes within a few short months to contribute to key business objectives

• Serviced credit card account holders to insure satisfaction and account retention

EDUCATION & TRAINING

Selenium knowledge

Brain Bench - Certified Software Tester

Certified Scrum Master



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