Sr. Quality Assurance Analyst

Christine Fox

Memphis, TN ***** ****************@*****.*** 901-***-****

Senior-level Quality Assurance Analyst/Business Analyst

Quality Assurance/Business Analyst with outstanding problem-solving and analytical skills

Project coordinator with excellent organizational skills and timeline management

Proven track record of providing excellent software support

Excellent writing skills including training documentation, technical documentation, end user documentation, system support procedural documents, online help & information content, detailed test plans, defect summary & tracking reports

Works extremely well under pressure to meet deadlines and without direct supervision

Expert at developing test plans and leading test team efforts

Capable of rapidly learning new technologies, processes, procedures and applying them to projects

Self-motivating team player who is always willing to take on additional duties

Authorized to work in the US for any employer

Education/Certification:

Certifications:

ITIL Foundation – Certified 2017

Cisco Certified Network Associate (CCNA) (not completed)

Education:

IT Certification Training, Lab Four Professional Development Center, Memphis, TN, 2018

Bachelor of Business Administration in Computer Information Systems, University of Arkansas - Little Rock, AR, May 1994

Technical Skills

UNIX, Oracle, HP/AIX, IBM/AS400, INFORMIX, Progress, Teradata, Microsoft SQL Server, Informix 4GL, Mercury Test Suite (QTP, Test Director, Quality Center, WinRunner), COGNOS Impromptu, Merant's PVCS (Version Control Software), vi text editor, Business Objects

Competency:

Languages

COBOL

PVCS

SQL

C

Perl

Awk

UNIX Shell Scripting

HTML

ORACLE

Software

Windows XP/Vista/7/10

Mercury Quality Center

TOAD

Filezilla

Notepad++

UltraEdit

Antivirus / Malware

Active Directory

Remote Access Software

Ticketing System

Applix Incident Reporting

Remedy Incident Reporting

TechSmith SnagIt

TOAD for Oracle

PuTTy

Business Skills

Customer Service

Help Desk

Reports & Records

Software Applications Support

Microsoft Office Suite (Outlook, Word, Excel, Access, PowerPoint

VISIO

Work Experience:

Quality Assurance Analyst, Sedgwick Claims Management Services, Inc September 2019 to Present

Analyze client needs & design test plans to ensure client needs are met.

Perform functional & regression testing for new HR Disability clients as well as testing mapping, parameter & client file changes

Develop and modify software test scripts and test plans to verify systems meet the specifications outlined in data processing requests; develop and maintain software test scripts and test plans to verify systems meet requirements of insurance carrier and regulatory groups.

Perform client file validation & report QA issues to project team

Report & track defects from inception to resolution

EDI Analyst, Building Plastics, Inc July 2018 to September 2019

Provide support for all customer EDI-related issues & errors, including auditing & resolving issues on third-party portals.

Analyze, identify, coordinate & resolve EDI transmissions & rejections issues & errors.

Actively monitor EDI transaction flow-through post implementations, identify challenges, and work with appropriate departments to correct issues in a timely & accurate manner.

Create internal and external documentation of training and reference materials

IT Support Analyst, Lumatrak Aug 2017 to July 2018

Provide exceptional software support (via phone, email and remote desktop) to Lumatrak customer

Walmart as well as Walmart Fixture & PreCon Suppliers and General Contractors.

Provides end-user training (one on one and group)

Create internal and external documentation of training and reference materials

Inspect supplier files for data integrity issues and help guide them toward issue resolution and improved data accuracy

Support Supplier daily file transfer process (ETL)

Assists team members by reviewing documentation, SQL code, stored procedures, etc.

IT Support Analyst, Inventiv Software Mar 2016 to Mar 2017

Provide phone and email technical support and problem resolution for Inventiv Software's 5 applications (which include desktop, web, and mobile applications)

Work with Inventiv team & client representatives to define & develop support infrastructure to meet the needs of a rapidly growing software enterprise

On-call support including after-hours server monitoring & maintenance

Used MS Excel, MS Word, and TechSmith Snagit to create internal process & customer training documentation.

IT Consultant, Clement Industries Jun 2014 to Apr 2015

Using MS Excel & VBA, designed & developed pricing tool for Clement Industries that enabled Clement dealers to provide customer quotes for trailer orders.

Using MS Word & Snagit, documented maintenance processes for end users

Homemaker

Independent Projects Nov 2011 to Jun 2014

During this time period, I either did not work or worked in non-IT related positions in Colorado & Tennessee

Associate Systems Analyst, Ameristar Casino - Black Hawk, CO Nov 2010 to Oct 2011

Responsible for support of hardware & software systems for front-of-house and back-of-house operations

Develops and maintains policies, systems, methods, and procedures for the effective management and control of the support services function and applications support

Provides support to end users in problem resolution situations

Performs root cause analysis and develops checklists for typical problems

Configure, install, maintain, and troubleshoot desktop systems and communications components

Maintain system access (adds, changes, deletes) for all team members

Counter Intelligence Agent, Best Buy/Geek Squad May 2010 to Nov 2010

Troubleshoot issues with customer computers & resolve issues whenever possible

Use service order management system to enter customer service orders, track repairs, and maintain precinct efficiency

Perform trouble-shooting to determine product needs & service solutions

Facilitate in-store sales, upgrades, installations and service

Perform new PC setup & create recovery discs

Substitute Teacher, Shelby County School System Nov 2007 to Sept 2009

Administer classroom lessons

Follow classroom teacher lesson plans and ensure that school procedures & policies are followed

Interact with students and school staff

Sr. Business Applications Analyst, FedEx Services Apr 2006 to Oct 2007

Use Mercury Quality Center to prepare test requirements, test plans, test sets, defect tracking, & test summary reports for Product Assurance testing

Execute manual test sets utilizing Mercury Quality Center & automated test sets via Mercury Quick TestPro

Manage project resources to ensure that daily & weekly detailed test plans are effectively & accurately executed & that results are documented

Subject Matter Expert for several key applications as part of ROADS (Route Optimization and Decision Support) project

Conduct a wide range of quality-control tests & analyses to ensure that software meets or exceeds specified standards & end-user requirements

Execute complex tests according to established plans & scripts, document problems in issues log, & retest software corrections to ensure problems are resolved, write software change proposals based on test case execution results

Create test data files with valid & invalid records to thoroughly test program logic & verify system flow

Identify, recommend & implement changes to enhance the effectiveness of quality assurance strategies

Documented over 200 defects, monitored their resolution & published a weekly report to management - diligence which resulted in zero defects in areas where I acted as SME following the hand-off to the UAT team

Decision Support Analyst, Acxiom Corporation Apr 2005 to Apr 2006

Participate in client walkthroughs of waterfall reports to determine the viability of direct mail campaign strategy

Use Microsoft SQL Server to build client campaigns, segment client data, and research data discrepancies

Use OLAP connection to MS SQL Server to pull data into MS Excel for waterfall report analysis

Use Acxiom's PersonicX & Infobase-X to identify & analyze key customer segments

Sr. Systems Analyst, Harrah's Entertainment, Inc. Feb 1998 to Apr 2005

Provide content for & maintain several Harrah's intranet sites including: Patron Data Base (PDB)

Team website, Test Environment Scheduling & Calendar, Suspense End User Forum, PDB Change

Management website

Plan, schedule, & facilitate team meetings, training sessions, team outings, & PDB User Group conference calls

Represent PDB Support team at weekly Corporate Change Management meeting

Schedule & implement bi-monthly PDB software code rollouts using Merant's PVCS

Daily support of Harrah's PDB system, including: Total Rewards, Player Offers & Offer Tracking, test environment set up & maintenance, & software change management

Act as PDB Support consultant on many major development projects including: Showboat, Harvey's, & Horseshoe Integrations, Total Rewards, 4th Tier, & Offers Enhancements

Design & analysis of enhancements to critical guest support & maintenance systems

Key player in developing & documenting guest account research processes

Leader of several Incident Resolution Teams

Train & mentor junior team members

Resolve internal customer issues on a daily and on-call basis

Responsible for writing user documentation for several key guest support systems

Plan, design, coordinate & implement on-property training of end users on PDB Systems

Programmer/Analyst, Wal-Mart Stores, Inc. July 1994 to January 1998

Write, test, and maintain report, screen, and background processes using 4GL, C, COBOL, ESQL/C, awk & shell scripts in a UNIX environment

Support Sam's In-Club Processor sales, item file, purchase order, freight payment, receiving, & claims systems

Implementation support for several corporate level rollouts

Design, coding, & implementation of the Sam's Vendor Claims system

Gather end user requirements, perform analysis, design & coding of Sam's Demo Tracking System

Manage four programming contractors on Sam's Demo Tracking project

Design, coding, testing, & implementation of Wal-Mart Stores Perpetual Inventory Scorecard report suite

Represent Perpetual Inventory & Sam's In Club Processor teams at daily corporate Change Management meeting

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