PROFESSIONAL EXPERIENCE:

Confidential

Business Analyst

• Elicit requirements using interviews, document analysis, requirement workshops, surveys, business process descriptions, use cases, scenarios, tasks, and workflow analysis.
• Interprets customer business needs and translates them into application and operational requirements that improve the organizations operating efficiencies and costs.
• Production Support (Help Desk) Identify and analyze reported issues from our business stakeholders. Ensure resolved in a timely manner.
• Work independently on complex issues identified by our business stakeholders, utilizing problem solving skills to determine root cause.
• Partner with clients to gather and document requirements and explore potential solutions, which may include offering a work around when determined.
• Creates test plans and test case scenarios ensuring system products and services meet organizational standard and end - user requirements.
• Evaluate risk associated with test approaches and make recommendations for alternative test approaches.
• Clearly communicate and document defects in SharePoint and track defects until resolved and retested.
• Work in a fast-paced, priority-shifting environment, working on multiple projects and tasks at the same time.
• Utilize my skills with Microsoft Office, Word and Excel.
• Work with third party vendors (i.e. LexisNexis, ISO Location, Enservio) to ensure no gaps in requirements and end to end testing.
• Experience in Waterfall and Agile Software Methodologies.
• Experience in SharePoint.
• Extensive experience in Functional and Non-Functional Testing.
• Experience in Test Link.

Quality Assurance Analyst

• Participate in Requirements Analysis and Design to analyze for completeness for the creation of software test plans and test cases.
• Document traceability of test cases to requirements.
• Develop test plans in JIRA to ensure sufficient test coverage to mitigate risk to IT and the company.
• Test Development by identifying, gathering, and managing appropriate test data and execution of test scripts in JIRA.
• Clearly communicate and document defects in JIRA or TFS, track defects until resolved and retested.
• Provide detailed analysis of integration, system, and acceptance testing to ensure software operations are thoroughly tested.
• Prepare metrics and final reports once testing is complete.
• Work directly with divers groups from Head Quarters and Field Operations to ensure the best customer experience.
• Work on multiple projects/tasks at the same time.
• Utilize my Windows (web applications) and Linux experience to alter the test lab configuration to create the required test environments.
• Execute testing against both third party Fleet Credit Vendors and Proprietary Applications to ensure end to end functionality during testing.
• Design basic SQL queries in Postgre SQL and extract data needed for testing and validation of test scenarios.
• Monitor Beta testing for feedback from the sites prior to releasing code to all 250 locations.
• Experience in Test Case Design.
• Experience in Test Coverage Analysis.

Quality Assurance Analyst

• Using strong analytical skills, industry knowledge, business systems knowledge, and business analyst experience to identify, gather, and manage appropriate test data and execution of test scripts ensuring system products and services meet organizational standards and end-user requirements.
• Participate in requirement reviews, design reviews, system analysis, and coordinating test reviews, as well as testing sign off from project sponsors.
• Evaluate risk associated with testing approaches and make recommendations for alternative test approaches.
• Develop test plans in Quality Center and manual test scripts within HP Quality Center to ensure sufficient test coverage to mitigate risk to IT and the company
• Execute and document the testing of software applications within HP Quality Center to ensure proper operation and freedom from defects for projects with moderate to large scope.
• Work independently on complex issues involving problem solving and analysis while working on multiple projects at once.
• Experience testing waterfall and agile methodologies.
• Experience testing mainframe, Web, and Mobile applications.

Business Systems Analyst

• Responsibilities included analyzing systems and program applications to evaluate where improvements can be made to enhance systems design and performance.
• Worked closely with business areas and various departments within IT to plan and evaluate future projects based on system capabilities and business needs.
• Functioned as a technical resource, analyzed and further defined technical requirements for program applications and or systems in conjunction with IT systems analyst.

Customer Service Representative

• Received inbound calls from customers inquiring about their a
• Billing inquiries and processed payments
• Changes to customer policies, add, remove, and replace vehicles. Add or remove drivers and process changes to existing coverage
• Resolve customer complaints related to service, or billing after reviewing all information to assess the validity of the complaint and to determine root cause
• Ensure resolution to complaints where appropriate and ensure customer satisfaction
• Answer questions about existing coverage
• Provided follow up in a timely manner
• Documented details of each call as to the actions that were taken to resolve changes, inquiries, or complaints