Support Specialist Quality Assurance
Resume:
Debbie Jenkins
Loveland, CO
********@*******.***
Professional Summary
Experienced QA and Support Specialist with 15+ years in systems testing, user validation, and cross-functional issue resolution. Adept at investigating real-world usage scenarios, authoring test cases, logging defects, and supporting enterprise-scale systems. Highly organized, communicative, and quality-driven—with a strong foundation in customer-focused engineering and technical troubleshooting.
Core Skills
End-to-End System Testing (Manual, Regression, Stress)
Test Planning & Execution (client-server, enterprise, GIS)
Cross-functional Collaboration & Communication
Defect Tracking: JIRA, ClearQuest
Tools: Excel, SQL, TOAD, RightNow Helpdesk, DB Beaver, CHATGPT,TestRail
Platforms: Windows 10/11, UNIX (Solaris/HP), AWS, PostgreSQL, Oracle, Oracle forms
Data Querying & Analysis (SQL, basic scripting)
Professional Experience
Systems QA Analyst / Helpdesk Support – Mindbank, CNT, ASRC contracted to U.S. Fish & Wildlife Service Endangered Species Program
Fort Collins CO
September 2009 – August 2025
Tested web-based applications and GIS mapping applications.
Developed test plans, executed test plans, and performed stress and regression testing on Postgres databases within a Windows environment.
Logged and tracked defects through Jira until application developers resolved and corrected all issues.
Gave final approval for production release once all defects had been resolved and tested.
Developed and executed test plans, as well as performed stress and regression testing on client-based applications.
Logged and tracked defects until resolution through a defect tracking system.
Communicated effectively with a diverse range of individuals, including government executives, program or project management, subject matter experts, system users, and computer programmers.
Maintained high attention to detail with the ability to accurately follow test scripts and procedures.
Demonstrated strong organizational skills.
Experienced with Internet/Intranet and enterprise applications.
Handled customer service requests via phone and email; identified the nature of issues; and troubleshooted as much as possible.
I identified and initiated resolutions for user problems and concerns to ensure user satisfaction.
When necessary, escalate issues to developers for resolution while maintaining ownership of the issue until resolution is achieved.
Test resolution before contacting client.
Quality Assurance Tester–Chickasaw Contracted to the Department of Energy
Loveland, CO
September 2008 – December 2008
Developed test plans, executed test plans, and performed stress and regression testing on Oracle databases within a Windows environment using Word.
Logged and tracked defects through Jira until application developers resolved and corrected all issues.
Gave final approval for production release once all defects had been resolved and tested.
Developed and executed test plans, as well as performed stress and regression testing on client-based applications.
Logged and tracked defects until resolution through a defect tracking system.
Communicated effectively with a diverse range of individuals, including government executives, program or project management, subject matter experts, system users, and computer programmers.
Maintained high attention to detail with the ability to accurately follow test scripts and procedures.
Demonstrated strong organizational skills.
Experienced with Internet/Intranet and enterprise applications.
Quality Assurance Tester – CNSI contracted to the Department of Labor
March 2008 – September 2008
Developed test plans, executed test plans, and performed stress and regression testing on Oracle databases within a Windows environment.
Logged and tracked defects through Jira until application developers resolved and corrected all issues.
Communicated effectively with a diverse range of individuals, including bank tellers, program or project management, subject matter experts, system users, and computer programmers.
Demonstrated strong organizational skills.
Experienced with Internet/Intranet and enterprise applications.
Quality Assurance Tester – Volt contracted to EPIC River
Short-term Contract
Loveland, CO
Jan 2008 – March 2008
Developed test plans, executed test plans, and performed stress and regression testing on Oracle databases within a Windows environment.
Logged and tracked defects through Jira until application developers resolved and corrected all issues.
Communicated effectively with a diverse range of individuals, including government executives, program or project management, subject matter experts, system users, and computer programmers.
Demonstrated strong organizational skills.
Experienced with Internet/Intranet and enterprise applications.
Quality Assurance Tester/Helpdesk – Lockheed Martin contracted to USDA/APHIS/VS
Fort Collins CO
November 2005 - January 2008
Tested web-based applications and GIS mapping applications.
Developed test plans, executed test plans, and performed stress and regression testing on Oracle modules within a Windows environment.
Logged and tracked defects through ClearCase/Clearquest until application developers resolved and corrected all issues.
Gave final approval for production release once all defects had been resolved and tested.
Developed and executed test plans, as well as performed stress and regression testing on client-based applications.
Logged and tracked defects until resolution through a defect tracking system.
Communicated effectively with a diverse range of individuals, including government executives, program or project management, subject matter experts, system users, and computer programmers.
Maintained high attention to detail with the ability to accurately follow test scripts and procedures.
Demonstrated strong organizational skills.
Experienced with Internet/Intranet and enterprise applications.
Handled customer service requests via phone, the VS customer service website, and email; identified the nature of issues; and troubleshooted defects or possible defects as much as possible.
Identified and initiated resolutions for user problems and concerns to ensure user satisfaction..
When necessary, escalate issues to Project manager for resolution while maintaining ownership of the issue until resolution is achieved.
Test resolution prior to contacting client.
Follow-up with users to inform them of resolution status, service delays, and to ensure that service provided has resolved the issue.
Submit information to a knowledge database content review committee for which I helped with design and implementation.
Customer Service Manager II – StarTek
Greeley, CO
March 2004--October 2005
Web testing of the communication web page.
Quality checks of customers' invoices after contractual changes have been completed.
Correct any deficiencies on the customer invoice.
Take orders from customers via e-mail or through a sales portal (PDM) for AT&T Voice/Data access lines.
Assign to telecom centers for building out/Provisioning.
Track orders until completion.
Maintain reports on orders per sales groups for timely completions of all AT&T Voice/Data orders.
Assist other team members as needed.
Customer Service Representative III (Call Center) StarTek
Greeley, CO
October 2003--March 2004
Work in a helpdesk environment taking inbound calls to assist customers with transferring (Porting) their wireless/landline phone number from another phone carrier.
Process and resolve all fallout from the Porting In and Porting Out process.
Make outbound calls to customers to complete the Porting process.
Make and receive calls from third party carriers to resolve Porting In/Out issues.
Document all technical steps that were required to complete the Porting In/Out process to satisfaction of the customer.
Work in a team environment by assisting other team members with technical Porting In/Out issues.
Quality Assurance Tester Great West Life
Denver, CO
October 1998--September 2003
Developed test plans, executed test plans, and performed stress, regression testing on Oracle modules in a UNIX environment.
Tested reports, forms and processes.
Created SQL and PL/SQL scripts used to determine the accuracy of reports, forms and processes.
Mapped financial data in preparation for loading to Oracle database tables.
Wrote scripts and created temporary tables to manipulate and load data to the appropriate production tables.
Created ad hoc reports using SQL Plus to verify data accuracy and readiness.
Loaded database tables using SQL Loader.
• Team Lead for a client, serving as coordinator between the Businesses and IS groups.
• Tracked and documented system related data problems for correction to prevent recurrence in other pension plans.
Client Access System Representative (Call Center/Help Desk) Great West Life
Denver, CO
May 1997--June 1998
Map new client’s information to be loaded to the system.
Assist clients with any problems associated with processing their retirement contributions via modern input, difficulty uploading files and any changes to file layouts or mapping necessary to process their financial records.
Assist Business Implementation Specialists with any questions that a new client may have regarding the use of the company’s information systems.
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Education
B.S. in Computer Information Systems
National American University – 3.46 GPA Graduated 1996
Additional
U.S. Navy Veteran (1987–1990)
Inactive Secret Clearance
Current Public Trust Clearance
Familiar with agile QA cycles and interdisciplinary test design
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