Quality Assurance Customer Service

CHRIS STEPHENS

Savannah, GA · 912-***-****

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

PROFESSIONAL SUMMARY

Quality Assurance Analyst with 20+ years of experience and a comprehensive understanding of tools available for software testing and analysis. Specialize in enterprise systems/software implementation, management and training.

SKILLS

Functional and Non-functional Testing

Enterprise Application Implementation

Agile Software Development Life Cycle

Issue Tracking/Change Management

Training and Development

Requirements Elicitation and Management

Automated and Manual Testing

Performance Engineering and Testing

Setup test environments including hardware and software

Business Process Mapping

EXPERIENCE

MAY 2022 – PRESENT

TECHNICAL OPERATIONS/BUSINESS MANAGER, MOON RIVER POOL CARE

Scaled information technology infrastructure to support 30% growth in 2024. Supported applications include those for employee scheduling and customer routing, job tracking, sales, invoicing, marketing and accounts receivables. Reduced Accounts Receivables 75% year over year 2024.

Automated business processes to support 40% growth in 2023 customer base.

Work with customers to resolve product, billing and other operations issues.

Identified, evaluated and now implementing a new mobile application which allows more efficient management of technician workflows.

Develop and analyze reports for company investment partners to determine the viability of new and existing business lines.

Developing and testing interfaces between existing accounting and work order systems.

Improving existing and implementing new marketing strategies through web-site development, search engine optimization and other channels.

Working with vendors to customize software that will meet our industry specific business needs.

AUGUST 2022- DECEMBER 2022

ADJUNCT ASSOCIATE PROFESSOR, GEORGIA SOUTHERN UNIVERSITY

Instructor for Undergraduate Senior level Healthcare Information Technology Project Management course.

Manage delivery of course using Cengage Mindtap in conjunction with the Georgia Southern D2LSystem.

SEPTEMBER 2021 – MARCH 2022

PROGRAM DIRECTOR, RECOVERY PLACE, INC.

Participated with agency leadership in strategic planning and new program development/implementation.

Provide consultation to all staff in support of peer success.

Strengthened community services and mission impact through collaborative relationships with partners such as other service agencies, schools, government organizations, legal systems, and school districts.

Reviewed and refined standardized information system housing client demographics, service delivery, progress, and outcomes.

Maintained the required privacy and confidentiality of all information.

AUGUST 2021-DECEMBER 2021

ADJUNCT ASSOCIATE PROFESSOR, GEORGIA SOUTHERN UNIVERSITY

Instructor for Undergraduate Senior level Healthcare Information Technology Project Management course.

Manage delivery of course using Cengage Mindtap in conjunction with the Georgia Southern D2LSystem.

DECEMBER 2016 – MARCH 2017

SENIOR QUALITY ASSURANCE ADVISOR, GENERAL DYNAMICS

Scrum team lead (Automated functional and non-functional testing). Sprint planning, Scrum team daily stand-ups, Sprint Reviews)

As a Certified Scrum Master, mentored automated test team members and evaluated applications for automated functional testing.

Designed and implemented simulated production performance test environment.

Developed workflow-based test scripts and incorporated them into scenarios using LoadRunner 11.

Monitored AWS Elastic Container Services (ECS), Elastic Compute Cloud (EC2), Relational Database Service (RDS))

Created, implemented, and trained team members on automated testing framework (Selenium/Jenkins/MS TeamFoundation Server) reducing regression test time 30% per sprint.

Tracked issues through Jira.

J

JANUARY 2015 – NOVEMBER 2015

SOFTWARE QUALITY ASSURANCE TEST LEAD, BLUE CROSS BLUE SHIELD (CONTRACT)

Performed Analysis of Alternatives for the new Performance/Functional test tool selection process resulting in $20,000 budget savings from previous year.

Jmeter, NeoLoad, and Selenium were implemented and driven by Jenkins.

The tools were used to test proprietary EDI and third party EMR (Epic) based applications resulting in 30% decrease in regression test time per sprint.

Designed and implemented simulated production performance test environment driven by selected tools resulting in 30% fewer production related issues.

Implemented monitoring, analysis, and reporting process.

MARCH 2014- DECEMBER 2014

TEST MANAGER, BLUE CROSS BLUE SHIELD (CONTRACT)

Coordinated regression and new functionality testing between 3 development teams on the Affordable Care Act project.

Worked closely with project managers in a QNXT environment.

Implemented and trained team members on the Selenium/Loadrunner automated functional and performance testing framework and tuning.

Managed issue tracking process using Jira.

Reported weekly test results to the State of Hawaii.

Completed testing 1 month under Hawaii’s deadline.

DECEMBER 2013 - MAY 2014 (DATE OVERLAP – SUPPORTED PROJECT CLOSING)

SR. APPLICATIONS ANALYST, SCIENTIFIC RESEARCH CORPORATION

Customized and trained our customers (Veteran’s Administration) on the Jazz Application Lifecycle Management tools (Rational Requirements Composer (RRC), Rational Team Concert (RTC), Rational Quality Manager (RQM).

Developed and executed automated tests using Rational Functional Tester (RFT) decreasing regression test time 40% per sprint.

Conducted manual ad hoc testing projects as a member of the post-completion remote testing team.

Tracked project user stories and issues through RTC and RQM.

SEPTEMBER 2010 – NOVEMBER 2013

SOFTWARE QUALITY ASSURANCE TEAM LEAD, LIFECYCLE ENGINEERING

Led a geographically distributed Performance test Scrum team.

Designed workflow scenarios based on direction from the Business Analysts and various stakeholders within the Veteran’s Administration (VA).

Wrote test scripts using Vugen and Soap UI for testing SOAP webservices.

Executed tests, analyzed results and distributed results within LoadRunner/Jenkins framework.

Tracked User stories and issues using the JAZZ suite.

APRIL 2008 – AUGUST 2010

PROJECT MANAGER/PERFORMANCE ENGINEER, ADVANCED INFORMATION SERVICES (CONTRACT)

Managed the performance testing project for the USMC under a Secret Clearance.

Created and presented a Performance Planning Strategy that outlined current production workload distribution, performance requirements and test/production environment requirements.

Developed test scripts and ran scenarios using Mercury (HP) – LoadRunner 9.0 based on test cases designed in conjunction with the business analysts for IV&V purposes.

Designed and implemented a testing framework using QuickTest Pro web-based protocols and VSTS 2010 for enterprise application tuning decreasing regression test time 75%.

Exceeded customer expectations for performance improvement by 30% and scalability by 20% 2 months under the Program Office’s deadline.

This environment was running WebSphere, WebLogic, JVMs. .NET and C++ connected to Sybase, MySQL, and Oracle databases in a UNIX/Linux/Windows NT environment.

Test scripts framework were transitioned to the Program Office functional test team for future regression testing.

MARCH 2007 – APRIL 2008

PERFORMANCE ENGINEER, COMPUWARE

Developed performance test scripts and scenarios using Mercury (HP) – LoadRunner 8.1 Citrix_ICA protocol based on test cases designed in conjunction with an internationally distributed team of business analysts.

The Application Under Test was deployed on multiple web and Citrix servers.

A 40% performance improvement was recognized within 2 months and scalability forecasts exceeded customer Service Level Agreements (SLAs).

Performed Dynatrace soft sale demonstrations for existing clients (Bridgestone).

AUGUST 2005 – MAY 2006

QUALITY ASSURANCE ANALYST, XPEDIATE

Implemented an organization wide self-assessment application across various healthcare organizations for use with Joint Commission on Accreditation of Healthcare Organizations (JCAHO) standards, mock patient tracer survey's, corrective action and contingency planning, event reporting and tracking, as well as Patient Safety assessments.

AUGUST 2004 – AUGUST 2005

PERFORMANCE ENGINEER, DELOITTE (CONTRACT)

Developed workflow-based test scripts and incorporated them into scenarios using Mercury (HP) – LoadRunner 8.1 Web protocol.

Executed performance and security tests, performed tuning, and reported results as requested by project managers.

SEPTEMBER 2001 – AUGUST 2004

PERFORMANCE ENGINEER, INPHACT

Established and managed a performance testing team made up of database, application, web development team leads, network engineers, business analysts and professional service representatives.

Designed and implemented the LoadRunner/JProbe Performance test environment.

Using test results, a 40% improvement in overall application response time was achieved within 1 month.

Implemented a QuicktestPro automated testing framework decreasing regression test time by 50%.

JANUARY 1999 – DECEMBER 1999

TEST LEAD, COMPUTER SCIENCES CORPORATION (CSC)

Lead testing team for McKesson/HBOC hospital Decision Support System implemented at multiple Catholic Healthcare West facilities.

MAY 1996 – JANUARY 1999

PRODUCT MANAGER, QUORUM HEALTH RESOURCES

Managed implementation of hospital decision support system which was co-developed with Cerner Corporation. Conducted training on the system for corporate hospital CEOs, CFO,s and AVPs.

JUNE 1995 – MAY 1996

IMPLEMENTATION CONSULTANT, HEALTHCARE MICROSYSTEMS/VEGA

Implemented the HCm hospital Decision Support System across multiple Columbia/HCA hospitals.

EDUCATION

HEALTH SCIENCES ADMINISTRATION, Master’s Degree

Georgia Southern University

Savannah, GA

THERAPEUTIC RECREATION, Bachelor’s Degree

Georgia Southern University

Statesboro, GA

Certified Scrum Master

Scrum ALliance

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