Quality Assurance Analyst / Simulation Developer Resume Charlotte, NC - Hire IT People

SUMMARY:

I possess a strong background in manual and automated software testing, IT support, and management. As a valued member of “Missions” team for customer site testing and implementation, I resolved critical software malfunctions of a multi - million dollar solution partnering with Verizon. I enjoy working independently or as a team member with all levels of staff and management. A recipient of numerous commendations for exceeding corporate and customer expectations, I continue to strive for personal and professional excellence.

TECHNICAL SKILLS:

HPQC/ALM, HP Sprinter, Selenium, and Storyline. Microsoft applications, Unix, QA Partner, Avaya One-X, ICOMS/CSG/ACSR/CITRIX, Airwatch, Exchange, VM Ware, Cisco Any Connect, Virtual Private Network (VPN), VDI, Symantec Encryption PGP software, Skype for Business, People Soft and Active Directory.

WORK HISTORY:

Confidential, Charlotte, NC

Quality Assurance Analyst / Simulation Developer

Responsibilities:

Create and execute end-to-end test scripts via HPQC/ALM and Sprinter.
Record and track test results
Responsible for developing “How to” simulations for training modules.
Record simulations using test scripts and Storyline.
Perform editing for changes.
Publish simulations for nationwide training sessions.
Daily interaction with Developers, Subject Matter Experts (SMEs), and Project Coordinators.

Confidential, Charlotte, NC

IT Help Desk Analyst

Responsibilities:

One of twenty-two (22) team members, I provide corporate IT desktop support for 30 plus divisions, 80 plus applications, and approx.150K employees and contractors worldwide.
Analyze and resolve software, hardware, phone, and network connectivity issues received via phone and email by TWC, Charter, and Brighthouse Cable end-users.
Virtually configure, install, and repair VPN credentials, Cisco Any Connect, VDI, billing Systems, and Outlook 2013 email accounts.
Ensure end-user(s) issue(s) are promptly addressed, documented and resolved in a timely and professional manner consistent with customer service and professional/technical standards.
Escalate priority one (1) issues, initiating crisis procedures and forwarding to respective groups for further analysis and resolution.
Log and track inbound calls via Service Desk and Service Now ticketing systems.
Perform security verification via People Soft and JDE.
Provide assistance for account and password modification.
Daily interaction with all levels of staff including Senior Management.

Confidential, Matthews, NC

Technical Support

Responsibilities:

Provided technical support to over 8,000 retail stores across the country using remote tools.
Assisted store managers in troubleshooting issues with the network and retail POS devices.
Diagnosed and resolved issues with the router, switch, modem, register, card reader debit device, receipt printer, scanner, cash drawer, laptops, and PDTs.
Created, analyzed, tracked, and closed trouble tickets called into store support.
Replaced hardware equipment on an as needed basis.

Confidential, Charlotte, NC

Customer Service Manager

Responsibilities:

Trained and supervised fifteen customer service representatives with handling inbound/outbound calls and performing their day-to-day activities.
Identified, researched, and resolved escalated customer issues, time reporting, and payroll.

Confidential, Charlotte, NC

WEB/IVR Specialist

Responsibilities:

Navigated online banking customers through initial enrollment and 3rd party software installation. Analyzed and resolved connectivity and technical issues nationwide.

Confidential, Piscataway, New Jersey

Solution Care Manager

Responsibilities:

Provided monitoring of a multi-million dollar telecommunication software solution.
Managed production activities of a live telephone environment.
Coordinated problem solving teams in crisis situations for expedient resolutions, conducted weekly client conference calls to address product questions and concerns.
Provided customer feedback to development and project management teams to ensure customer expectations were met.
Implemented new hire training procedures and evaluated staff performance and productivity
Built good rapport and trusting relationship with team members and customers.

Confidential, Piscataway, New Jersey

Quality Assurance Engineer

Responsibilities:

Created and executed test cases; recording, maintaining and reporting test metrics.
Performed acceptance and regression testing.
Executed TI scripts for call processing simulation.
Initiated software and documentation changes to modify or enhance product features.
Responsibilities demanded constant interaction with both development and management teams.

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Quality Assurance Analyst / Simulation Developer Resume

Charlotte, NC

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