Denver, Co. 80227
October 2019 – August 2020
Managed and owned customers new installs by writing designs for gas and electric and followed up with the customer via email and phone calls.
Provided customers with a one point of contact to resolve their issues and focus on their needs.
Achieved and contributed to the team goal of designing with 100% accuracy and ensuring the continuation and enhancements of services.
December 2017 – October 2019
Technical Support Tier I
Customized customers experiences over the phone by listening to the customer to find out how to troubleshoot their issue. Gather information from the customer and be informative about the product to build trust.
Be empathetic to find common ground with the customer.
Resolve the issue by walking the customer through step by step how to reset modem, validate all areas of troubleshooting steps. Fix any issues that you find with speed and accuracy.
Assure the customer you have done all you can to assist them. Give any advice on resetting modems every month to keep up with all online updates.
October 2016 – November 2017
Customer Service Representative
Informed and educated customers about discrepancies with their bill with speed and accuracy.
Reduced company costs by 30% by using recyclable printer cartridges and used equipment.
Demonstrated a detail oriented and high prioritized work strategy to complete daily tasks.
December 2000 – September 2016
Quality Assurance Engineer
Planning, developing, and executing tests in a mainframe environment to Utilizing the Central Service Order and BOSS applications.
Subject matter expert for the service order billing applications.
Collaborate with project/scrum teams using Agile testing to identify the impacts of test requirements.
Create test plans and test cases for each project I ‘am responsible for.
Input test cases and defects are input to ALM (Application Lifestyle Management), as
well as Rally to track progress from development teams for retesting.
Ensure that validation of Customer Service Records are accurate due to customer impacting projects.
Validation of the Customer end user bill output is a key area of responsibility which I provide to clients in PDF Formats for their review. I perform regression validation for the on-line CAAP, BOSS and SOCS Applications.
Leading India offshore teams to transition and lead work for the applications I’m responsible for.
Technical Skills: QA Test Knowledge
MS WORD – PPT AGILE Test Methodology
MS Excel Levels 1-111 Static Testing
LOTUS Notes Risk Based Testing
HP ALM 11.0 Software delivery Process
Caliber 11 Requirements Analysis
CR Clarity Test Planning-Execution-Validation
Mainframe Testing System Testing
GUI Testing Inter System Testing
Online Testing Regression Testing
TSO, ISPF, JCL Interpretation, DB2/SQL Inquirie, CLIST User Acceptance Testing
Education: GED Received at Emily Griffith Opportunity School- Denver, Colorado.