CHRIS T. BLAKE

Coppell, TX 480-***-**** adgwkg@r.postjobfree.com

QUALITY TEST ENGINEER

Delivering Excellence in Software Quality Assurance, Test Automation, and QA Team Leadership

Accomplished, proactive and hands on Quality Test Engineer bringing an unique combination of analytical and interpersonal skills. Extensive experience in designing and implementing test plans, cases, and processes fueling swift problem-solving, significant cost savings, and fault-free audits. Effective in pinpointing defects, tracking bugs, and validating functionality. Hands-on technology professional able to work in complex, project-based environments. Multifaceted experience in functional, system, regression, UAT, and writing sanity test cases for projects. Proficient in Microsoft Windows, Linux, Mac OS, WebEx Teams, Java, SQL, JIRA, Remedy, Zendesk, Salesforce, Extraview, SOAP UI, SOAtest, Selenium, Wireshark, MS Office, iOS, Android and Oracle.

Areas of Expertise

Software Quality Assurance Cross-Functional Team Leadership Project Management Continuous Process Improvement

Agile/Scrum Testing Documentation Change Management Functional Testing Regression Testing Use Cases

Complex Problem Solving Technical Support Strategic Planning Defect & Incident Management Metrics & Trend Analysis

Professional Experience

CISCO, Richardson, TX 2010-July 2020

Quality Test Engineer/ Project Manager

Identify, maintain requirements, and execute functional, system, regression, and sanity use cases for key projects, using Agile Methodology, including automation of Web Collaboration, USS, UC-One, BroadSoft Communicator, CSWV, BME, Web Services, Salesforce integrations and WebEx Teams. Troubleshoot, isolate, and write problem reports and follow up to verify bug fixes. Document testing efforts to support time management and future regression testing. Report metrics on tickets.

Key Achievements:

●Used highly effective interpersonal and communication skills to successfully design and integrate high-performance testing supporting multiple projects and solutions.

●Used collaborative skills to partner with Developers and Technical Support to detect, reproduce, and expeditiously resolve defects.

●Proactively owned and documented standards and procedures for a large QA team.

●Consistently evaluated test tools leading to new configurations and reporting capabilities.

●Authored and maintained user guides for the Web Collaboration Product leading to effective use of tools.

VERIZON WIRELESS, Huntsville, AL 2004-2010

Customer Service & Technical Support Supervisor

Managed a cross-functional team of 20+ Customer Service Representatives. Coordinated, directed, and evaluated CSRs to identify opportunities for increased performance. Used interpersonal and communication skills to conduct monthly and annual performance appraisals.

Key Achievements:

●Translated and communicated complex data with tact, courtesy, persuasion, and discretion.

●Used problem-solving skills to Identify and recommended operational improvements to the vision, mission, and objectives of the call center.

●Developed knowledge management documents for specific issue resolution, reference tools, and training.

TELETECH HOLDINGS, Birmingham, AL 1999-2003

Special Projects Supervisor

Oversaw Business Support, Technical Support, and Ticket Management agents. Provided business updates, trend analysis, and summary reporting to senior leadership.

Key Achievements:

●Drove teams to increase customer needs and expectations.

●Reduced call center Mean-Time-to-Repair by 12%; streamlined ticket management process.

Education

B.S., Linux Networking Administration (In Progress)

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