Quality Assurance Customer Service
Resume:
Thomas E. Batts Jr.
Washington, DC 20017
Phone: 202-***-****
EDUCATION
Prince Georges Community College
Twenty-one semester hours towards an Associate’s degree in Computer Information Systems
TOTAL YEARS OF PROFESSIONAL EXPERIENCE
21 years
TECHNICAL SCHOOLS
Computer Programming and Operations, Control Data Institute of Arlington, 1988
SPECIAL TRAINING
Completed the basic and advance course for Electronic Publishing Using Adobe Acrobat USDA Graduate School, 1999
Non-commissioned Officer’s Leadership School USAF, 1980
Professional Military Education, 1979
SUMMARY
Mr. Batts has 21 years of information technology experience including three and a half years of application testing. His other areas of expertise include database administration for a mainframe application and CD ROM application development.
WORK EXPERIENCE
ASRC Management Services Inc.
May 2007 – October 18, 2010
Prior to conversion of Official Personnel Folders (OPF’s) to electronic format, coordinated the copying of the contents of each folder for 8,400 headquarters employees prior to shipment to the scanning vendor. Quality assurance was conducted by the staff` due to the importance of personnel actions, beneficiary documents, and summary of government service for the eventuality of federal retirement.
As part of the scanning for presidential political appointments, exercised judgment and/or asked questions concerning the importance of documents that could potentially affect the retention of this employees once a new administration is elected into office (i.e. Former President Bush to President Obama)
Three years of direct customer service to human resource staff, agency employees, and Senior Executive Staff (SES). This required effective verbal and written communication skills as well as tact in responding to their inquires, in addition to human resource staff in the three EPA service centers located in North Carolina, Cincinnati, and Las Vegas.
I possess extensive technical familiarity in a networked environment, using troubleshooting techniques for printing/imaging issues, escalating this issues to IT help desk personnel. This required strong interface skills in resolution of these issues. In addition, I have experience with the Microsoft operating systems from Windows 95 through Windows XP.
In support of the Office of Administration and Resource Management my staff and I maintained the electronic Official Personnel Folder System (eOPF). In this capacity we maintained physical control and access for 5,400 active employees of the environmental Protection Agency.
Prepared and forwarded hard copy employee official personnel folders (OPF’s) to the gaining agency in event of transfer. Maintenance of physical folders including proper labeling, filing, and retention of documents in accordance with “The Guide to Personnel Record Keeping”.
Provide access to employee electronic folders to authorized investigators from the Office of Personnel Management of the Office of the Inspector General and as directed. Procedures followed are in accordance with the Privacy Act of 1974.
Quality Assurance
Nov. 2001 – May 2007
As a member of the Quality Assurance team, I was tasked with various responsibilities requiring interaction with docket managers and others across the docket center. My responsibilities were very specific however; I was required to be flexible in order to provide customer to the public and agency employees. Monitored electronic docket boxes in response to comments from the public and supporting documentation from client managers. This information was added to a web-based system known as EDOCKET/FDMS.
Document Conversion
As part of the document scan team, I provided customer service and document conversion services to the docket center. To accomplish this task, I prepared documents for scanning in compliance with Document Scanning Guidelines. Perform image quality assurance on scanned images daily, keeping count of the number of documents and pages. Index documents using InputAccel, in addition to accurately enter data into relevant fields.
Softek Systems, Inc.
SPS Test Team
Jr. PD Systems Analyst
February 2000 - March 2001
Responsible for testing of a DOD procurement system called Procurement Desktop Defense. My responsibilities included utilization of test scripts to determine functionality of a designated software modification or to retest an application defect. Devise test case scenarios to ensure workability, examine data needs for test execution followed by generation of detail action item reports.
Responsible for build verification testing for a Sybase based system using manual and automated scripts. I have been tasked with developing a working knowledge of Rational Robot to conduct high level testing of application functionality. As a team member, I was responsible for verification of client issues in support of client testing. Responsibilities included the utilization of automated test scripts to determine system functionality for subsequent updates in response to client requirements.
Marasco Newton Group, LTD
Support of USEPA’s Superfund program
CD ROM application developer/ Software tester
February 1996 B February 2000
Was responsible for conducting quality assurance/quality control of an Oracle base application for environmental specific information in a Windows NT environment. Tasks included the following: analyzing user documentation to determine the functionality of a designated software modification, devising test case scenarios to examine and ensure the workability of individual application modules. Also, executed software test scripts reporting defects using Software Quality Automation Suite (SQA) and maintaining detailed records of test scripts and results.
As part of a team effort I assisted in the conversion of raw data to Infobase format, which is native To Folio Views CD-ROM authoring software. The resultant files were published, bound, and written to a one-off compact disk for distribution to the public on a scheduled basis.
Was technical lead in the research and development of applications using Adobe Acrobat 4.0. Responsibilities included converting Word and similar documents using Adobe Distiller and other Acrobat utilities. Was also responsible for bookmarking, linking, and indexing of application files.
Technology and Management Services, Inc.
Support of USEPA’s Superfund program
CD ROM application developer/ Software tester
July 1993 - December 1995
Responsible as a Data Quality Manager for a staff of four in the maintenance of a text retrieval system maintained on an IBM ES9000 in a TSO environment. Created CLISTs for first time users and established the RACF profile for their user ID=s. Was also, the national point of contact (POC) for user support and environmental specific information.
Implemented a standard procedure for downloading reports from an IBM mainframe in ASCII format, and formatting this data, which was distributed to the public on diskette.
Participated in the design, development, testing, and implementation of internal tracking systems using Dbase III Plus and Foxbase. Modules created were transaction, display, edit, and report generation programs. Provided input on past utilization of these tracking systems, which resulted in modifications to accommodate current utilization.
Computer Sciences Corporation
Analyst
March 1989 -June 1993
As part of a team effort, responsible for a text storage database containing environmental specific information. Through text retrieval queries, provided generated reports, which were distributed worldwide. Nationally recognized as the point of contact for this information in addition in helping users to set up CLISTS, establish their RACF profile and assist with issues concerning user login, system capabilities and utilization.
Promoted to team lead in the maintenance and update of this system housed on an IBM ES9000 and IBM 3090. Developed documentation in the utilization of a DOS based application distributed to the public on a 1.4 MB diskette(s).
Per request from EPA work assignment manager, I was tasked as team lead to implement a records filing system for all Records of Decision (RODS), Explanation of Significant Differences (ESD=s), and ROD Amendments. Developed a structural language query to provide a generated report, which was later, utilized as a master list for all site cleanups. This information was collected, stored, and keyed into a database, which provided weekly reports of record collection. Images for each document was indexed against the text document for later identification. Documents were then forwarded out of state for scanning and OCR and returned in electronic format. Once our management practices were in place, tracking was done on an ongoing basis as status of site cleanup on a yearly basis.
Sky Alland Marketing
Customer Relations Assistant
June 1995 - December 1999 (Part Time)
As part of a call center team, made customer service follow up calls to clients who purchase or have their vehicle serviced during the lifetime of the warranty from various dealerships. I was selected to be on their high profile client team handling customers of BMW, Lexus, and Volkswagen of America. Received the Customer Relations Assistant of the month in April 1996 and July 1998.
Data Dimensions
As a temporary assignment, I was tasked with web testing for the Compaq Leasing Program. This was comprised of utilization of test scripts and defect tracking using Winrunner.
AWARDS AND HONORS
Computer Sciences Corporation 1989, 1992
Recognized with the Division Pride Award as part of a team effort for outstanding performance.
Received an individual award for outstanding customer support and acceptance of additional responsibility.
Air Force Commendation Medal USAF 1982
SKILLS SUMMARY
Adobe Acrobat 4.0 7 years
PowerBuilder 5.0 2 years
BASIS (Release K) 3 years
InstallShield Express (2.03) 1 year
SQA Suite 2 years
Dbase III Plus 2 years
SQL Advantage 1 year
Rational Robot (automated testing tool) 6 months
Internet Explorer 22 years
Windows 95/98/NT/2000/XP 17 years
Microsoft PowerPoint 5 years
Microsoft Outlook 1 year
Lotus Notes 5.0 8 year previous versions 3 years
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