Senior Quality Analyst and Data Verifier

LLOYD HARRIS

**** ****** ***** **

Katy, TX *****

713-***-**** *******@*****.***

[www.linkedin.com/in/

lloyd-d-harris-b9893432]

PROFESSIONAL SUMMARY

Analytical and detail-oriented Quality Analyst with over a decade of experience in software QA testing, process optimization, and data verification. Proven track record of identifying critical production bugs, streamlining operational workflows, and collaborating across technical teams to deliver high-quality software solutions—strong technical foundation backed by early career success in technical support, client services, and systems administration. CORE SKILLS

Quality Assurance: Manual Testing, Regression Testing, Functional Testing, Defect Tracking, QA Methodology.

Technical Support: System Administration, Active Directory, SAP, Hardware/Software Troubleshooting, Ticketing Systems (Remedy).

Operations & Analysis: Data Validation, Root Cause Analysis, Process Documentation, Cross-Functional Collaboration.

PROFESSIONAL EXPERIENCE

GROUP 1 AUTOMOTIVE Quality Analyst December 2012 – March 2019 Lead end-to-end QA testing for new feature developments, system enhancements, and emergency change requests to ensure seamless software deployment. Identify, troubleshoot, and isolate production issues, collaborating directly with developers to accelerate defect resolution.

Analyze ongoing operational processes and deliver data-driven recommendations that improve efficiency and system performance.

Perform rigorous data validation and verification to maintain absolute data integrity across critical company databases.

Author and maintain comprehensive QA documentation, including test cases, user guides, and standardized operational workflows.

Track quality control trends across multiple concurrent projects, following up aggressively to guarantee total resolution.

JUST ENERGY Customer Service Representative September 2011 – June 2012 Managed a high-volume queue of 50–100 inbound customer inquiries daily in a fast-paced call center environment, maintaining top-tier satisfaction metrics. Resolved complex electrical utility service inquiries, including Move-Ins (MVI), Move-Outs

(MVO), Disconnects for Non-Payment (DNP), and billing discrepancies. Coordinated directly with TDSP and ERCOT to transfer services and rapidly resolve market-level data transmission issues.

CHAMPION TECHNOLOGIES Client Service Analyst April 2011 – September 2011 Administered user lifecycle management, including setup, modification, and termination of Network, Active Directory, SAP, and MS Exchange accounts. Provided tier-1 and tier-2 technical support, executing password resets and diagnosing hardware, software, and operating system errors.

Collaborated with desktop technicians to repair employee devices, managing requests seamlessly via phone, email, and in-person walkups. VERIZON WIRELESS Coordinator (Technical Support) July 2007 – June 2010 Fielded 25–50 inbound technical calls daily, diagnosing hardware, software, app, and network connectivity issues via the Remedy Ticketing System. Guided customers through advanced setup and configuration of mobile devices, PDAs, and computer peripherals.

Managed full-cycle customer account actions, including activations, disconnections, contract billing audits, and plan retention.

EDUCATION & CERTIFICATIONS

Houston Community College CompTIA A+

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