Quality Assurance Test Analyst

Tachana Dunham

Mayfield, NY • *********@*****.*** • 518-***-****

Quality Assurance Test Analyst

Highly accomplished Quality Assurance Test Analyst with over 15 years of experience driving quality and efficiency in software development. Expert in manual and functional testing of web-based, and legacy systems, with a deep understanding of both Agile and Waterfall methodologies. Proven leader in triage and bug resolution, skilled in collaborating with cross-functional teams to deliver stable, high-quality products in fast-paced environments.”

TECHNICAL SKILLS

• Testing & project Management: Jira, Mercury Quality Center, AccelQ

• Platforms: Salesforce, Pega, AS400, Kore-SmartAssist

• Productivity Tools: MS Excel, MS Word, MS Outlook, MS PowerPoint, MS Project, MS Teams

• Databases/APIs: Oracle SQL Developer, SQL, Postman

PROFESSIONAL EXPERIENCE

Frontier Communications, Inc., Mayfield, NY April 2022 – April 2025

• IT Operations Analyst/Systems Engineer II

•Spearheaded the creation of a new triage team, reducing average ticket resolution time by 40% and improving collaboration between developers and agents.

• Drive to a successful outcome in a deadline-oriented environment, while being flexible to changing requests.

• Attend and become familiar with changes to IT systems as projects are implemented.

• Perform triage/bug resolution for 4 applications.

• Training peers on triage/bug resolution for 3 applications.

• Working as Triage 1.5, fixing issues within the Salesforce system and creating a Jira bug to development for a permanent fix. This saved the development team 45% of their time to work on permanent fixes and new projects.

• Started a new triage process for Kore-SmartAssist platform. Assisted in fixing issues, replicating issues and referring to development for unfixable issues. This saved the kore development team 3 hours per day to focus on their projects.

• Used AS400 to find & reserve available telephone numbers to new customers when an issue was found with the TN assignment process.

Frontier Communications, Inc., Rochester, NY January 2011 - April 2022

• Sr. Quality Assurance Test Analyst

• An Information Technology leader with a passion for helping others be the best they can be, communicate complex issues in broadly understood terms, and bring any challenge to a successful resolution. Developed manual software test plans, cases and scripts based on the requirements provided in the project.

• Confirmed documented project requirements to validate the system functions to specifications, while testing products, pricing and system enhancements.

Working as a Senior Pega QA Order Entry tester since 9/1/2020. Have worked on other projects within Pega such as: Fiserv-Hub Autopay, Hub One Time Payments and Deposits.

• Ensured all testing and Jira bug tracking were completed on or ahead of schedule.

• Worked with project managers and development teams to ensure all QA testing was thorough and accurate.

• Utilized Mercury Quality center and Jira for bug tracking. Utilized Mercury Quality Center and AccelQ for test case creation.

• Led a team of 12 QA Test Analysts, overseeing testing cycles for multiple projects and improving on-time delivery by 15%.

• Used AS400 to run existing queries or to edit queries & run to find customers with specific data or products to be used during testing.

• Viewed tables in AS400 to confirm the correct configuration when an issue was found in Sterling 7, GUI or Pega.

• Assisted the bill verification team by running billing reports in AS400 and validating them against Business & Residential customer accounts.

• Utilized SQL queries to verify data integrity between databases within multiple environments.

• Performed regression & smoke tests on web applications to ensure the stability of the system before releasing it to production.

Bank of America, Inc., Menands, NY January 2010 - December 2010

• QA System Analyst

• Worked on Tax Audit System Testing team. Performed QA testing on applications for H&R Block and Turbo Tax.

• Ensured all testing and Jira bug tracking were completed on or ahead of schedule.

• Validated all test cases were current and met the requirements established in the project documentation.

Frontier Communications, Inc., Gloversville, NY June 2002 - January 2010

• Call Center Agent/Quality Assurance Test Analyst

• Assisted customers that request to set up new service, change existing service, help with collections issues and service issues. Assisted with customer escalations and issue resolution. Developed manual software test plans, cases and scripts based on the requirements provided in the project.

• Confirmed documented project requirements to validate the system functions to specifications, while testing products, pricing and system enhancements.

• Ensured all testing and Jira bug tracking were completed on or ahead of schedule.

• Worked with project managers and development teams to ensure all QA testing was thorough and accurate.

• Applications Platforms

• Salesforce Mercury Quality Center MS Outlook MS PowerPoint Jira Kore-SmartAssist/AgentAI IBM AS400

• MS Project CSG Inview MS Excel MS Word Oracle SQL Developer Pega ACCELQ Postman

TECHNICAL SKILLS

• Testing Tools: Jira, Mercury Quality Center, AccelQ

• Platforms: Salesforce, Pega, AS400, Kore-SmartAssist

• Productivity Tools: MS Excel, MS Word, MS Outlook, MS PowerPoint, MS Project

• Databases/APIs: Oracle SQL Developer, SQL, Postman

CERTIFICATIONS:

• Salesforce Admin Certified – 2024

• AccelQ Certification – 2019

• Pega Systems CRM Training – 2018

EDUCATION

• High School Diploma, Gloversville High School – 1999

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