SUMMARY:

• IT professional who offers a strong technical background with over three years of Software Quality Assurance Analyst and Scrum Master experience; and almost two years of software, help desk, and desktop support experience. Also, several years of personal experience providing software, hardware, web, and networking support.
• Have experience setting up new PC’s, installing and configuring all Windows operating systems, Microsoft Office products (Word, Excel, PowerPoint, Outlook, Access), Ubuntu, Linux Mint, SQL Servers, and peripherals.
• Have experience using HTML5 and CSS to design and create web pages. Also have some JavaScript experience for front - end web development.
• Recognized for great customer service and product knowledge on several occasions; for communicating well with technical and non-technical users and displaying patience in dealing with frustrated customers and fellow co-workers.
• Consistently praised for problem solving abilities, and quickly learning and understanding new software and development languages such as SQL, HTML5, CSS, JavaScript, jQuery, XAML, C#, and Java.
• Experience using SQL and creating basic scripts.
• Experience with Selenium, TestCafe, and CodedUI automated testing systems.
• In the process of becoming CompTIA Network+ and CompTIA Security+ certified.

PROFESSIONAL EXPERIENCE:

Systems Engineer

Confidential, Rosemont, IL

• Creating automated test cases with TestCafe
• Coding forms
• Onsite and Offsite training
• Webinars
• Accounting, payroll, and bookkeeping knowledge
• Server access and software upgrades
• SQL scripts and SQL Management Studio experience

QA Analyst

Confidential, Chicago, IL

• QA Analyst for an Agile web development team. I currently test multiple web-based products: GuidanceResources Online (GRO), FMLASource (FMLA), EstateGuidance (EG), ComPsych ResourceCenter (CRC), Provider ResourceCenter (PRC), and ComPsych.com.
• I use JIRA, Confluence, Oracle Toad, Notepad++, Adobe Brackets, Microsoft Office, and all the major browsers (Chrome, Internet Explorer, Edge, Opera, Firefox, and Safari) heavily in my position.

Scrum Master | QA Analyst

Confidential, University Park, IL

• Guide and enforce Agile Scrum rules and methodologies for two Scrum teams. Experience with resolving conflicts and issues between teams and outside influences, including Product Management. Create User Stories, Release Notes, Solution Notes, Defects, Product Modification Requests, meeting documentation, and training documentation. Manage and schedule Sprint Review Meetings, Sprint Planning Meetings, Sprint Retrospective Meetings, and Sprint Backlog Grooming Sessions. Design analyst work on the web-based CSR24 product to verify design with CSS, design documents, and company standards.
• Able to quickly form a good relationship with both teams.
• Encourage more implementation of Agile practices.
• Mediate disputes between team and Product Management.
• Work directly with Product Management, customers, and clients.
• Consistently inspiring a positive working environment and culture.
• Continue to become familiar with products, design, and code due to continued Quality Assurance work on Applied CSR24, Applied DORIS, and Applied Vision.
• Create User Stories, Defects, and Program Modification Requests.
• Create Release Notes and Solution Notes for User Stories and Defects.
• Create training and testing documentation
• Experience with creating KPIs and PowerPoint presentations to use in meetings.
• Verifying and suggesting CSS changes/updates and designs on pages.
• Quickly learned XAML, HTML5, JavaScript, CSS, jQuery, jQuery UI, and SQL languages.
• Consistently went beyond the scope of job functions by learning front end web development and web design as well as performing part-time scrum master duties.
• Responsible for determining what user stories and defect fixes are ready for demoing. Also, designing demo outlines and workflows.
• Experience with automated testing using CodedUI and Selenium.

IT Support Technician

Confidential, University Park, IL

• Phone and chat troubleshooting and installation support of Applied TAM and DORIS software. Also troubleshooting Microsoft Windows and Microsoft Office software.
• Recognized for excellent service several times by customers.
• Repeatedly above average in call resolves and total resolves.
• Strong working with team members on projects and resolving calls.
• Reported defects, product modification requests, and customer complaints.
• Averaged 18 resolves a day.

Merchandising Execution Associate

Confidential, Alsip, IL

• Merchandising existing and new products within the district. Provided extensive customer service and product knowledge to assist with selling merchandise in the store. Also experience with display building, product ordering, and bay maintenance.
• Received three “Homer Awards” for recognition of excellent customer service and product knowledge.
• Consistently above average in bays serviced.
• Recognized to have good product knowledge and the ability to learn about new products and procedures quickly.
• Created service reports for damaged equipment, display issues, low stock, and quality control.