Customer Service Quality Assurance
Resume:
Richard Acosta
Apt. #317
Portland, OR 97209
se5sa2@r.postjobfree.com
SUMMARY
I/T Business Analyst with strong experience in Property and Casualty Insurance. Have the ability to understand requirements and coordinate with technical resources, deliver solutions on time and within budget. Known for technical and product knowledge coupled with a unique ability to quickly get at the root cause of problems.
CORE COMPETENCES
• Agile Methodology
• Waterfall Methodology
• Technical Depth
• Customer Service • Property /Casualty
• Communication
• Facilitation
• Documentation • SDLC
• MS SQL, Terradata SQL
• Quality Assurance
• Team Collaborator
COMPUTER SKILLS
Programming Languages
• SQL
• Basic
• Visual Basic 6.0
• VB.Net • C++
• HTML
• XML
• Assembly Lang.
PC Software
• Terradata SQL assistant
• MS SQL server
• DB2
• Visio, Widget • MS Office (Access, Word, Excel, PP, Visio)
• (Cognos)Impromptu series 7.0
PROFESSIONAL EXPERIENCE
ADIDAS, PORTLAND, OR APRIL 2010-PRESENT
Software Quality Assurance Analyst
• Designed and wrote specifies test methods for software inspection, verification , validation
• Wrote test plans, and cases
• Test execution
• Bug tracking and reporting on JIRA
• Recommended product improvement
• Organize and administered user tests
ST. PAUL TRAVELERS, HARTFORD, CT 2004-2009
Business Analyst
• Trained and lead junior Business Analyst on large projects and enhanced applications.
• Gathered requirements and wrote specifications for both home and auto projects that helped increase the book of business
• Redesigned process which recreated the rating engine using a web based application which ran off of Terradata Utilized Terradata SQL assistant to extract and analyze data for the Homeowner and Auto book of Business
• Tested the GUI front end homeowner and auto screens via the web application
• Tested rating calculations using FITNESS which is part of the Agile methodology
• Extracted and created claim loss test data from SQL Server
• Trained and supported end-users by becoming a subject matter expert on new product.
• Produced project documentation, including formal proposals and schedules, systems requirement manuals, and testing plans that helped guide business goals.
• Communicated system changes and processes to end users, which allowed business to make timely and cost effective decisions.
• Trouble-shoot system failures and effectively resolved discrepancies, saving on time and overhead.
PONCE DE LEON FEDERAL BANK, QUEENS, N.Y. 2001-2004
Customer Service Representative / Head Bank Teller
• Performed customer data entry, interacted with new and existing customers to improve and continue relations.
• Maintained and refined branch policies and system, creating a seamless and efficient process on how transactions are done.
• Confirmed closed customer accounts and loans, by providing much needed up keeping to system and paperwork.
• Provided customer service, increased bank relations with public.
• Managed bank technical problems and inventory, saved bank money on time and overhead.
EDUCATION / TRAINING
UNIVERSITY OF HARTFORD, WEST HARTFORD, CT
B.S., Computer Engineering
CAPITAL COMMUNITY COLLEGE – HARTFORD, CT
Business Analyst Certification
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