Functional QA analyst

JONATHAN P. EMMANUEL

***.*.********@*****.*** ● LinkedIn ● 404-***-****

IT JACK OF ALL TRADES

IT proselytizer and champion. When issues arise I am there. When bugs need to be found I am there. And if you want to have someone that will brighten a room, I am usually already there. PROFESSIONAL

ACCOMPLISHMENTS

Functional (QA) Analyst Bettercloud - First SaaS Operations Management platform, empowering IT to define, remediate, and enforce management and security policies for SaaS applications

● Analyze business requirements and wireframes

● Architect test plans (in testrail)

● Write, validate, and execute test cases with use case approach in an agile environment

● Communicate test results and daily status

● Run Agile ceremonies

● Articulate issues found with steps on how to reproduce

● Take ownership over issues found in production that made it through QA

● Track defects and provide quality metrics

● Participate in team's sprint planning meetings to apply testing methodology and fill in any testing gaps

● Api testing (in postman)

● Researching bug tickets (internal & external)

● Understand and be able to communicate to the product team a technical explanation of bug/fix/feature/enhancement

● Understanding microservices and their upstream/downstream dependencies

● Experience using Bitbucket/Stash/Github, Web Services,

● Hands on release management experience with tools such as Jenkins or Bitbucket to deliver work from test environment to production.

● Knowledge of common test methodologies (ATDD, Exploratory, White/Black Box, etc.)

● Knowledge of web technologies (Java, HTML, CSS, etc.)

● Certified Scrum Master

ASSOCIATE TECHNICAL ACCOUNT MANAGER IONIC SECURITY - Develop and deliver a distributed protection platform

● Manage and resolve client’s L1 & L2 technical issues (Reducing the age of tickets by 60%)

● Triaging L3 and L4 issues and assigning to the right teams (worked Closely with NOC, QA, Engineering, IT and Devops)

● Leading client meeting while setting and managing client expectations

● Stay up to date on bug fixes, pending fixes, stories and releases

● Collaborate with other members of customer success to maintain happy,loyal, and satisfied customers (turning a client who was in jeopardy of leaving into a returning client)

● Assist in the collection of customer data and insights to help identify opportunities to increase product engagement

● Onboard and train new team members as relevant

● Provide post-implementations services, including: Health checks,Adoption review, regular enhancement and Issue reporting/management Customer Support Specialist IONIC SECURITY - Develop and deliver a distributed protection platform.

● Manage and resolve customer technical issues (via phone/email/JIRA ticketing que) by utilizing research and troubleshooting skills (trained and worked with SDK & API tools).

● Proactively follow-up on escalated cases to ensure all appropriate stakeholders are engaged and informed. Issues are closed in a timely manner. (Being with SLA 93% of the time)

● Remedy issues associated with new releases, bug fixes, pending fixes, industry trends and client environments.

● Work with various teams to support continuous improvement in products, processes and service solutions.

● Conduct product testing to gain exposure to new products and features (Monthly scheduled code deployment, which needed functional and regression testing) Mobile QA Analyst Ingenious Med - SAAS solution for healthcare organizations.

● Develops and executes test cases from test specifications or business requirements to allow for rigorous testing of product functionality

● Keeps Team Lead current on project

status

● Works closely with Software

Developers and Business Analysts

● Escalate quality concerns to Team Lead or QA Manager

● QA test experience with web

applications

● Strong organizational skills with excellent oral and written communication

● Experience using Windows XP and Windows 7 operating systems

● Familiarity with iOS and/or Android mobile

platforms

● Experience with SalesForce and/or Visual

Studio

● Knowledge and understanding the various levels of Software Development Life Cycle (SDLC) and Software Testing Life Cycle (STLC) implement as per ISO standards.

● In-depth knowledge of Test requirements with hands-on experience in all the phases of Software Testing Life Cycle.

● Experience in Agile/Scrum methodologies.

● Experienced in Analyzing Requirements and defining Test Scenarios, Designing, Writing and Executing Test Cases.

● Tracked defects and enhancements in Pivotal and Team Foundation Server.

● Having strong experience in preparing Test Plan, Test Strategy and Test Summary Reports.

● Experience on Integration, Functional, Regression, End-to-End and UAT testing.

● Having a strong understanding of SQL

● Having experience in WEB Services testing using Postman API Tool.

● Excellent exposure to common software applications such as WORD, EXCEL and ability to learn any new tools quickly.

● Knowledge in updating & maintaining test script with automated tools using QTP

● Verified system features in IOS and Android platforms for iPad, iPad Mini, iPhone, Samsung Galaxy, Android HTC, Asus Tablet, ARC Welder and IOS Simulator

Product Support Ingenious Med - SAAS solution for

healthcare organizations.

● Technical support/help desk experience.

● Able to expertly combine skills in technical software support, workflow improvement recommendations and customer service

● Identifies, diagnoses, and resolves all Levels of problems for users of the mainframe, personal computer software and hardware, District network, the Internet and new computer technology in

a call center environment; communicates solutions to end-users or escalated using (JIRA)

● Experience designing and developing test cases based on requirements documentation/user stories

● Excellent written and oral communication

skills

● Familiarity with iOS and/or Android mobile

platforms

● SQL knowledge

● Assist in the development of client standard operations procedures manual and development of supporting tools

● Identifying, assessing and resolving these issues and determining who needs communication on these issues

● Provided responsive, timely telephone, chat, and email support

● All calls were returned before the close of business on the same day with “first call resolution” as the primary goal

● Act as the single point-of-contact for their issues from identification through resolution as often as possible

● Properly document and track the details of the case within Salesforce

● Ensure observance of banking rules and regulations by randomly testing internal department activities and business processes against policies and procedures

● Implementation and roll out of company and department related initiatives, incentives, and policies

● The Rep will be an ambassador providing consultative information for the Dealers and the auctions

● Provide training and development to team members

● Handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism (handled Haitian Creole customers)

● Ability to communicate clearly and effectively with all levels within an organization

● Sound solving skills and ability to solve customer issues in an efficient and courteous manner

WORK

HISTORY

Functional (QA) Analyst (2019-present) Bettercloud SaaS Operations Management platform

Associate Technical Account Manager (2019-2019) Customer support Specialist (2018-2019) IONIC SECURITY - Develop and deliver a distributed protection platform.

Mobile QA Analyst (2017-2018) Product Support

Specialist (2015-2017) Ingenious Med - SAAS solution for healthcare organizations.

Online Auction Support (2012-2015) Customer Service Representative

(2012-2012) Cox Automotive (Formerly Manheim/Cox Enterprise) - Global automotive auction.

Customer Service Manager (2007-2012) Customer Service Representative (2005-2007) Netspend (formerly Skylight Financial)

- Banking & financial institution.

CERTIFICATION

S

● Lean Six Sigma Yellow Belt, 2016

● C# Programming, 2018

● Python

● Certified scrum master

2020 EDUCATION

● Associates of Arts, Chemistry -

http://www.mdc.edu/ REFERENCES References available upon request, kudos and endorsements via LinkedIn

Contact this candidate