Customer Service Qa Analyst

Carol Ann Hill

Smyrna, GA *****-**** · 770-***-****

**********@*****.***

http://www.linkedin.com/pub/carol-hill/1b/b40/a32

Quality Assurance Analyst with demonstrated ability in releasing the best possible product to the end-user by:

performing detailed, intelligent testing

using established test principals, test case writing, review and management;

instituting training, learning and development onshore, offsite and offshore;

supporting and encouraging teamwork and team building;

leading offshore and onshore QA/testing efforts; and

assessing the project throughout all phases, implementing the best solution possible.

SELECTED ACCOMPLISHMENTS

Service and Awards

Highest level of recognition for Customer Service – Standing-Ovation – awarded by Professional Services Director, NCR.

Earned Customer Service Recognition Award for consistently providing excellent customer service to internal and external customers. Award was presented by Home Depot VP of IT and signed by VP, Director, and Manager of IT/QA.

Designed and implemented many training classes on POS/SCO front-end system functions, hardware, history and screen flow by educating onshore and offshore testers and analysts, increased knowledge base and steadily reduced number of invalid test cases and questions by less experienced staff.

Encouraged an atmosphere of “no bad questions,” which helped improve trust and team spirit. Recognized suggestions and contributions from all project participants via departmental quarterly awards meeting.

PROFESSIONAL EXPERIENCE

NCR Corp, Atlanta, GA October 2015 – March 2022

Quality Engineer III

Senior QA Tester and Analyst on numerous customers’ Self CheckOut (SCO) systems, hardware, software and peripherals. Worked with team members in multiple countries. Traveled to major customer site to parallel test in their lab. Installed, tested, maintained and upgraded many machines’ software systems from OS up through customized software packages. Retail applications were tested for customer and attendant usability, integration, and data accuracy. Offered suggestions for problem resolution based on my experience, customer history and feasibility.

• Transitioned from waterfall to Agile test environment

• Created, updated and executed test cases, test plans and test execution folders in Zephyr

• Tracked defects in JIRA, tracked progress; retested, updated and closed fixed issues

• Performed Functional, Integration, Performance and Regression Testing on customer-specific software applications

• Tested C-store systems including SCO, customer order entry, mobile/web ordering, front end and back end POS, fuel and car wash components

• Created test data in all applications to test new products, features and functionality

• Updated config files to perform customized functions

• Performed tests on individual xml, dat, 000 and other file types to ensure dev changes were functional in test system before adding to new, complete build

• Worked with Project Manager, Development and Professional Services (customer liaison) to resolve flow, screen text, GUI and requirement issues

• Reported risks and issues through established channels in a timely manner

• Communicated with project members via Teams daily

• Attended daily standup meetings and provided daily status report

Carol Ann Hill

Smyrna, GA 30080-1102 · 770-***-****

**********@*****.***

Holon Solutions, Alpharetta, GA February 2013 – September 2015

Senior Quality Assurance Analyst

Tested multiple web-based customer-facing and installer-facing proprietary software applications. Installed and configured software on Hubs, end-point appliances and client machines. Tested multiple Windows OS. Very complex applications were tested for usability, integration, data accuracy, HIPAA standards for privacy and encryption. Unique applications worked with other unrelated medical systems as a patient information transfer system.

• Transitioned from waterfall to Agile test environment

• Created, updated and executed test cases in MS Test Manager while keeping accurate archive of past tests

• Tracked bugs via MS Visual Studio, tracked progress; retested, updated and closed fixed bugs

• Performed Functional, Integration and Regression Testing on 2 enterprise software applications and their back-end and installer-facing components on C++, C#, Java and .net applications

• Developed test data in all applications to test new products, features and functionality

• Updated config files to perform customized functions

• Verified database info to front-end results via MSSQL queries

• Interacted directly with Project Manager and Development to resolve flow, screen text, GUI and requirement issues

• Reported risks and issues through established channels in a timely manner

• Assisted team members with testing issues

• Communicated with teams via Skype daily

• Attended daily standup meetings and provided daily status report

ENTERTAINMENT COMPANY, Orlando, FL October 2011 – October 2012

Quality Assurance Analyst (Subcontracted)

Trained on multiple Windows-based customer-facing and associate-facing upgrades of existing systems, services and applications. Very complex applications were tested for usability, integration, data accuracy. Unique new technology required project confidentiality. Worked with a variety of people in remote areas of the country.

• Created test cases in HP Quality Center from Use Case requirements in Jazz (repository) and SharePoint

• Organized and Performed Test Case Peer Reviews

• Performed Functional, Integration and Regression Testing in 6 enterprise software applications

• Developed test data in all applications to test new products, features and functionality

• Verified database links through functional tests • Verified end-user website input field modifications (CRM, enterprise software, .net framework exposure)

• Modified and executed SQL in Oracle and DB2 to validate delivery to external system

• Modified and executed XML in SOAP UI to validate test results

• Modified and executed XML in Web Based application to add products

• Created defects in Quality Center, tracked progress, updated, and communicated frequently with development and Business Analysts resolve and close in a timely manner

• Interacted with Business Analysts, Development and Legal departments to resolve requirement issues

• Escalated risks and issues through established channels in a timely manner

• Assisted team members with testing issues

• Conducted knowledge share and training sessions with team members using screen share in Office Communicator with remote co-workers

• Attended daily team meetings via conference call and provided daily status report in Agile environment

Carol Ann Hill

Smyrna, GA 30080-1102 · 770-***-****

**********@*****.***

S.P. RICHARDS, Smyrna, GA June 2010 – June 2011

Quality Assurance Analyst

Verified/validated data on legacy system to Windows-based upgrade of office supply order entry, supply chain, order management and shipping systems between distribution centers, from vendors to DCs, and DCs to customers. Tested many components of highly complex applications for usability, integration, user-friendliness, data accuracy. Reported and retested defects. Created, wrote and distributed weekly email newsletter to update end-users on new features, changes and known issues.

Utilized API tester and flat files to input data. Some SilkTest exposure (regression) and SOAP UI to verify data transfers.

THE HOME DEPOT, Atlanta, GA 2003 – 2005 (Contract), 2005 – 2010 (FTE)

Senior Quality Assurance Analyst

Progressed from contractor to full-time employee testing POS systems’ software and hardware. Trained, mentored and lead offshore team on several large and mid-sized customer-facing and back-end projects. Worked with development, business, store systems, finance and learning teams to produce and successfully analyze, document, test, pilot and deploy many POS-related applications. Served as main front-end functionality resource for QA team.

• Manual testing on UNIX, Windows, POS platforms, enterprise software systems including financial, coupon and others

• Support of credit testing with in-house and third party partners

• Software, hardware, firmware testing and troubleshooting

• QA lead on several projects, utilizing offshore team for majority of testing

• SDLC, Risk Analysis, Traceability

• Quality Center (Test Director)

• Some SQL

• Created and organized training classes – onshore, offshore and remote

• Project Documentation/Spec/Req Reviews

• End-user instruction, documentation, feedback

• Defect reporting, verification, retesting, reporting

• Review business and functional specifications and requirements

• Request test environments

• Participated in Pilot installs and support

• Self Check-Out (NCR, Fujitsu) hardware & software testing

PUBLIX, Lakeland, FL 2004

Senior Quality Analyst and POS Tester

Worked mainly as testing resource for POS and store-owned ATM systems for major Southeastern grocery store chain at their Florida IT headquarters. Reported test results for ATM tests validating binary code results; tested cash register systems (IBM4680/90) and Self Check-Out systems (NCR). Defect reporting and analysis performed daily.

QUINTILES LABORATORIES INTL., Atlanta, GA 1998 - 2002

Senior Quality Analyst and LIMS Tester

Worked closely with development team on LIMS projects. Work required great deal of attention to detail and accuracy as the LIMS system reported statistics and lab results for patients in world-wide third- and fourth-stage human clinical trials for drugs pre-FDA approval. Implemented peer review process for test cases to improve coverage and to cross-train QA analysts on different system components. Prepared test results and reports for FDA and pharmaceutical company audits. Archived test evidence for FDA review.

Carol Ann Hill

Smyrna, GA 30080-1102 · 770-***-****

**********@*****.***

TIMECORP (subsidiary of Verifone/Hewlitt-Packard), Alpharetta, GA 1998

Senior Quality Analyst

Tested timekeeping systems for very large clients. Worked with Kronos systems that created workers’ weekly schedules, tracked hours worked to the minute, and created pay checks and work schedules based on this data. Mathematical calculations were required daily for testing accuracy of system changes and updates.

FEDERATED SYSTEMS GROUP (now MACY*S), Norcross, GA 1992 - 1998

Customer Support; Senior Quality Analyst and POS Tester

- Began as 12-hour rotating shift phone support staff member on major department store Customer Service team troubleshooting problems ranging from printer issues (hardware) to reporting and system problems. Entered trouble tickets for end-users and field engineers. Daily follow-up reports.

- Moved to IT as one of two QA testers for 13 different POS hardware/software platform configurations, consolidating to one system type over several years. Tested POS software, handheld device applications, and was on-call for all POS systems. Worked on Gift Registry handheld RF project, creating screen layout and flow for offshore (IRE) third-party vendor to develop, then tested product. Performed testing on inventory upgrade project using a Radio Frequency handheld device, which won an industry award for RF Innovations (four-person team). Traveled the US for work supporting RF projects, inventory, and software pilot installs.

EDUCATION

Edinboro University of PA, Edinboro, PA

Major: Art Education; Minors: Art History and English

CERTIFICATION

Attained CSTE certificate in 2002 from QAI/USA

(Certified Software Test Engineer)

PROFESSIONAL ASSOCIATIONS

Atlanta Quality Assurance Association – Member, 2000-2004;

Board member (Secretary), 2002-2004

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