Project Manager Customer Service
Resume:
Giovan Ciccarelli
Florham Park, NJ 07932
yip0hx@r.postjobfree.com
LinkedIN: http://www.linkedin.com/pub/giovan-ciccarelli/44/ba6/506
SKILLS: Experience with the following software packages: Quick Test Pro (QTP), InSpyder (automated web QA softeare) SQL, HTML, Dreamweaver, Wordpress, Site 9, RoboHelp Office Pro, MS Office (PowerPoint, Word, Excel, & Outlook), MS Visio, MS FrontPage, In Design, PageMaker, or Quark Express, Oracle Enterprise Manager 11.5.10, Doc-to-Help Enterprise Edition, Lotus Notes, Adobe Packages (Acrobat, Framemaker, Photoshop, Image Ready).
EXPERIENCE:
January 2010 LexisNexis, New Providence, NJ
- Present QA Tester/Proofreader
Department Scope: Creating and maintaining websites for lawyers and law firms
• Functionally tested and proofread legal websites and mobile websites for functionality on Wordpress and Site 9 web platforms using QTP and InSpyder, fixing link, layout and display issues within the HTML and CSS.
• Created and updated test cases and plans for the functional testing (the display of the site), search engine optimization testing (SEO), and backend website testing covering API interfaces, domain registrations, and imbedded website tracking software.
• Created training materials and procedural manuals for new proofreaders and QA testers covering all areas of the testing process.
August 2009- Dydacomp Technical Services, Totowa, NJ
December 2009 QA Tester/Technical Writer
Company Scope: eCommerce company providing a solution for small to mid size retails managing their inventory and accounting.
Project Scope: Created new quality controls for the company’s help desk and sales department to ensure that both groups were disseminating the same information regarding common system bugs and other recurring issues for their Mail Order Manager (MOM) order taking software and SiteLINK ecommerce software.
• Revamped existing QA procedures to incorporate automated testing tools in addressing system bugs problem and created a standardized knowledge base used by customer service and sales reps.
• Acted as liaison between customer service managers, sales managers and developers to create QA test plans and cases for beta testing of new upgrades to existing MOM and SiteLINK packages.
• Trained of customer service and sales reps on the use of the new knowledge base system and new QA procedure in providing correct information to customers.
May 2008- Self-Employed Freelance Editor, Writer and Webmaster, Florham Park, NJ
August 2009 Main duties:
• Tested existing websites for functional issues and proofread web content and other marketing materials.
• Designed advertisement brochures and marketing materials for several small companies based in Northern New Jersey and New York City. Packages used for website development: MS Frontpage, Homestead Technologies proprietary software. Some companies include: Theater Row Studios, Kenilworth Public Library, Hackensack Recreation Department, Whole Foods Market.
January 2005 - Core Services Corporation, Morristown, NJ
May 2008 Service Delivery Manager/Assurance Analyst
Company Scope: Certified Oracle partner providing support and consulting services for Oracle Enterprise Manager and related Unix and network architecture.
• Managed the completion and documentation of daily service requests, quarterly upgrade projects and on-going consulting/troubleshooting projects for clients using company’s data center.
• Wrote and created a QA policy library that dictated both internal company practices and client audit reviews. These policy documents covered such areas as the testing of Network Security protocols, Intruder Detection software, Remote Access log-ins, Server building check lists, and database maintenance procedures.
August 2004 - Hewlett Packard, Piscataway, NJ
December 2004 Layout Editor/Proofreader/Trainer
Project Scope: Project archiving TIME magazine into an on-line format for use in both educational settings and internet browsing.
• Proofread scanned images of TIME magazine using HP proprietary software for making corrections to copy and layout.
• Taught training classes for incoming editors and data entry personnel on the QA procedures for testing the scanned copy.
April 2000 – Caminus Corporation, New York, NY
July 2003 QA Tester/Technical Writer
Company Scope: Financial trading company providing a complete front to back office trading software package (ZAI*NET) for the energy industry.
• Tested weekly software upgrades and product add-ons for existing energy trading software packages using both automated Oracle testing tools and follow up manual tests.
• Edited and wrote procedural manuals, on-line help (HTML based), architectural, networking and database diagrams, intra and extra web content, and user requirements for all company products.
October 1998- Electronic Data Systems (EDS) consulting to AT&T, Piscataway, NJ
February 2000 QA Analyst/Project Manager
Project Scope: Integrated Order Taking (IOT) system. This was a product ordering system using phone, web, kiosk, and cell phones.
• Oversaw upgrade testing and documentation for Oracle reference tables used by the (IOT) order taking system, creating test plans and cases for new upgrades such as the expansion of geographic sales areas, addition of new product bundles and billing of every changing fee schedules.
• Trained and managed several system testers in the QA procedures that I created concerning system upgrades and day-to-day troubleshooting.
September 1994 - Household International (Formerly Beneficial Management Corp.), Peapack, NJ
October 1998 QA Analyst/Project Manager
Department Scope: Household Technology Corporation – Electronic Tax Filing.
• Tested seasonal upgrades to various modules of an electronic tax filing and loan processing system creating test plans and cases for each testing period.
• Trained and managed other QA testers on the case steps and reporting procedures that I wrote for each module.
EDUCATION: Seton Hall University, South Orange, NJ 1993
B.A. Communications Minor: Desktop Publishing and design
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