SUSAN D. ATHERLY

NEWCASTLE, WA, ***** 425-***-****

ado7lr@r.postjobfree.com

BUSINESS ANALYST TECHNICAL ANALYST TEAM LEAD QUALITY ASSURANCE

Experienced analyst with deep knowledge of production problem management. Familiar with complex distributed applications. Skilled at coordinating high severity issues and determining where and when to address them. Issue resolution with excellent skills in monitoring cases and ensuring the resolution is complete.

AREAS OF EXPERTISE

Issue resolution Problem Solving Collaboration SQL Agile Metrics Tools Training JIRA

PROFESSIONAL EXPERIENCE

AT&T, BOTHELL, WA January 2009 – October 2020

TECHNICAL CONTRACTOR TEAM LEAD September 2015 – October 2020

Production Problem Management leader for intake of all online store issues. Evaluated, routed, and appropriately set priorities for the team.

Resolved issues for a multi-product eCommerce store.

Evaluated routing process and bundled information collaboratively across teams for proper resolution.

Tested POS and eStore connectivity functionality from both sides. The POS system was integrated on tablets, kiosks and terminals. Specifically validated building orders, integration with fulfillment and payment systems and data compatibility in the common catalog between both systems via SQL queries. This was a yearly Q3 activity.

Prioritized and set severity using information from different teams. Evaluated effectiveness of A/B tests.

Compiled analytics and reports of issues for both development and business teams. Tools included Jira, Quantum Metrics, Tealeaf and Dynatrace. Some work done in Tableau.

Worked with product owners and analysts to define missing user stories.

Communicated technical issues to non-technical teams in clear non-technical language.

Trained and acted as lead for non-employee, multi-national team.

TECHNICAL CONTRACTOR TEAM LEAD February 2015 - August 2015

Intake production team for all online store issues. Evaluated issues, determined root cause, and set priority/severity using agreed upon criteria.

For high severity issues and high visibility moderate severity issues, we gathered internal and sometimes external teams to collaborate on solutions and scheduling of fixes for problems.

We performed post-Release and Hot Fix validation in Production which involved mostly manual and ad hoc testing with a few automated scripts. Also performed Black Box testing on special projects. Experience included A/B testing (sometimes more than just two options, we had A/B/C/D at a few points in time.)

Triaged production defect reports and defects through tools such as AOTS, Jira and Quality Center.

Also received intake of reports via emails from Customer Care, Product Owners and the Foresee

analytics team.

Worked closely with the Catalog team, Front End development team and the Tier 1 and development

teams of our various backend systems. Did some liaison work with the brick and mortar retail stores

for special collaborative projects.

Accessed Jira and Quality Center for both User Stories and Defect tracking.

Trained and acted as lead for non-employee team members.

WEB APPLICATION ANALYST October 2012 – February 2015

This position was a combination software quality analyst and business analyst role, with increased on Production Validation, User Story Tracking and Production Problem Management.

Pre- and Post-production test for the Online store and eSupport.

Involved creation of test plans, calculated level of effort for testing, and executed test work pre-production. Performed Black Box testing on special projects.

Performed ad hoc testing for both pre- and post-production and did release validation post-production.

Worked with other teams to perform end to end testing for new functionality and troubleshoot existing functionality throughout the order process.

Worked with Jira and Quality Center for both User Stories and Defect tracking, performed SQL queries and used Tealeaf to evaluate the customer experience. Accessed the Telegence portal to create test accounts and problem histories. Had access to Order Track to facilitate end to end investigations of issues.

Trained and acted as lead for new team members.

SR QC/TEST ANALYST January 2009 – October 2012

Pre- and Post-production test for the Online store and eSupport.

Involved creation of test plans, calculating level of effort for test efforts, working with architects, analysts, product owners and developers on the specifications for new functionality and redesigns.

Executed manual and automated test work pre-production and post-production.

Performed functionality and troubleshooting of existing functionality throughout the order process.

Release validation post-production.

Wrote technical training documents and documentation for product owners to present to lay staff.

Worked with other teams to perform end to end testing for new functionality and sustainment work.

Worked with Jira and Quality Center for both User Stories and Defect tracking, performed SQL queries and used Tealeaf to evaluate the customer experience.

Accessed the Telegence portal to create test accounts and problem histories.

Facilitated end to end investigations of issues utilizing Order Track.

Trained and acted as lead for new team members.

Ciber Inc., Redmond, WA October 2003 – January 2009

Contract Software QA

Validated the various APIs through the application between 2002 (before switching to Ciber when my prior vendor lost their preferred status) and March 2003. Worked on a short-term project for the Vendor portal which also was under CSI at that time. At T-Mobile, I worked in eCommerce test team on their Point of Sale and Kiosk interfaces.

Created test cases from specifications & executed them with small teams on fast turnaround projects.

Lead several of these small teams, organizing work & attending design meetings.

Testing performed was manual, to recreate the customer experience. Testing was on PCs, tablets, mobile devices, and proprietary kiosks. Work was mostly black box but there was some white box testing.

Performed Quality Assurance on online store application.

Worked on the Online Store platform Pre- and Post- production test for the Online store and eSupport.

Evolved creation of test plans, calculated level of effort for testing, collaborated with teams on specifications.

Executed manual and automated test work pre-production, ad hoc testing pre- and post-production, and release validation post- production.

Performed end to end testing for new functionality and evaluated existing functionality in the order process.

Worked with the defect system Mantis and Jira defect tracking applications, performed SQL queries.

EDUCATION

University of Washington, Bachelor of Fine Arts

Portland State University, Master of Science, Applied Computer Science

CERTIFICATIONS

Agile PG/PM: Agile Development

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