JOSEPH R. MIKOLAY

** ***** ***, ******, ** ***** – 973-***-**** - adz4ld@r.postjobfree.com

Work Experience:

Millennium Systems International, Parsippany, NJ

Software Quality Assurance Analyst Aug 2016 – Aug 2023

·As a part of an Agile team, create and execute user stories for Quality Assurance of industry-leading point-of-sales software Meevo, with more than 20,000 users worldwide.

·Develop test plans for user stories regarding newly-implemented functionalities.

·Write and execute test cases for user stories, with a focus on Membership and Payment Plan Programs as the feature SME.

·Create defects for all areas in format that can be understood, and re-tested, by myself or other members of my team.

·Run regular manual regression on software to ensure existing functionalities are still working properly.

·Work in unison with Product Owners, Business Analysts, and Software Developers in daily Scrum meetings to create the most effective test plans, and most efficient workflow for our cooperative responsibilities.

·Was Project Manager for several large data fix operations on-behalf of Massage Envy – our largest, multi-location client – for their Membership and Payment Plan programs, which accounts for more than 50% of their annual revenue.

·Work closely with Business Analysts for my areas of expertise in the development of user stories and created test plans for those user stories.

·Work closely with the QA Department Manager on day-to-day basis regarding Membership and Payment Plan user stories and defect management for Massage Envy, and all other general production clients.

Millennium Systems International, Parsippany, NJ

Business Support Specialist February 2014 – Aug 2016

·Client Support

oDaily customer and technical support via phone, live chat and email for nationwide users of the largest spa and salon management, database and point of sale system in the U.S.

oConsistently the top performer within support team - resolving the most number of customer inquiries with the highest satisfaction rate.

oTechnical expertise in business products and platforms. Regular training of clients and learning to gain industry compliance knowledge.

oDevelop training materials and user guide entries.

oDaily CRM tasks using SalesForce.

·Internal Business Support

oTrain new members of support team.

oWorks closely with Technology Development and Education departments to provide in-depth, customized client experience.

ZIPCAR, New York, NY

Member Services Specialist April 2011 – February 2014

·Member Services customer care – Escalated level

oCustomer service for regional Zipcar members whose issues cannot be resolved by national call center.

oDaily resolutions included vehicle, website/mobile app, billing, member disputes, and personal account issues.

oCustomer interaction via phone, email, or in person.

oSpearheaded the Member Services department to 87% 24-hour ticket resolution rate, highest in the history of the NYC office.

oMaintained a personal 91% 24-hour ticket resolution rate, highest amongst current team members.

oConducted Member Viability Assessment to determine overtly disruptive Zipcar members.

·Vehicle damage assessment

oReview of vehicle condition for minor damage and repairs.

oResearch source of damage to ensure future vehicle quality.

·Collaborated with all other departments in efforts to address Member Services and vehicle issues including Marketing, Sales, and Vehicle Fleet.

Education: Pace University, New York, NY

BFA in Communications and Psychology. Graduated 2001

Certified Associate in Software Quality, 2021

Business Analysis Certification, 2023

Skills: Agile Method, SalesForce, Jira, SQuirreL, SQL Database, Traverse Enterprise, VisualFox Pro, Windows & Mac, Microsoft Office, Microsoft Visual Studio, Microsoft Test Manager

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