OBJECTIVE:

To obtain a position that will enable me to utilize my educational background, strengths in research, analysis, problem solving and organizational skills. Goal is to enhance and efficiency to meet/exceed customer expectations.

SUMMARY:

20 years of progressive experience supporting multiple software applications in a customer service and project team environment with exceptional strengths in analytical software quality assurance and test management. Experienced in test coordination, planning, design, script writing and execution in product test phase in both waterfall/ agile development.

SPECIFIC AREAS OF ACCOMPLISHMENT IN:

• Web Based Testing Project Management
• New Project Development & Roll - Out Training Development & Facilitation
• Application Support Automation Development
• System Integration Testing Quality Assurance
• Business Analysis Document Development Software Configuration & Deployment

SKILLS:

Operating Systems: Windows NT 4.0; Windows 2000; Oracle Sun Solaris; Unix; DOS; Linux; WindowsXP; Windows 7, MAC

Languages: C++; HTML; SQL; Java; Java Script; Visual Basic

Hardware: Confidential PC and compatibles; Mac; Dell; Compaq; Westinghouse; ATB Datamax printer; OMNI IER 557 ATB printer; D400; D600; C600; HP products

Software: Microsoft Office Suite; WordPerfect; LEXIS; WESTLAW; Windows Microsoft Access; Telecommunications; TRDB; PVCS; Tracker; Lotus Notes; QARUN; QA Director; WinRunner; Test Director; SABRE (Semi-automated Business Research Environment); Internet Explorer; InstallSheild; Front Page 98; TestTrackPro; TestPartner; Groupwise; Microsoft Mail; Outlook; Toad; Microsoft Visio; Star Team; Pivotal; Microsoft Query Analyzer; FogBugz; Rational ClearQuest; Macromedia Fireworks; DB2; WSAD; Rational Software Architect; PMOffice; MS Project; QTP; Project Control Book (PCB); CMVC; LNotes Teamrooms; HP Quality Center 9.2/10/11 (formerly TestDirector); SQLyog; Promm Plus; SoapUI Pro; IPSWITCH WS FTP Professional; SharePoint; Eclipse; JIRA; LIMS; Kronos; Adobe products; Team Foundation Server (TFS); Microsoft Office 365 Suite products

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

• Diagnosed and resolved problems over the phone supporting all aspects of over 20 PC applications and products recognizing hardware and software issues during a high call volume providing excellent customer service.
• Contributed to the largest system migration that cost over $100 million US dollars in the airline industry's history when 200 US Airways systems were shut down and shifted to SABRE (Semi - automated Business Research Environment) systems by transferring database records into system, testing and providing application support.
• Developed training material and user documentations for products that simplified the products and reduced operational cost by 20% .
• Selected to represent SABRE (Semi-automated Business Research Environment) customer Service on Career Day at the Southeastern Reservation Office over more experienced staff because of professionalism and performance record.
• Managed 100-170 million budget projects and achieved project scheduled goals.
• Recognized for working well with diverse project team members.
• Managed an IT Department in a Teaching/Mentoring role
• Met Test Deadlines and deliverables for projects with shortage of resources required by project plan and schedule.
• Identified all modules within a Point of sale (POS) application with strong attention to detail.
• Developed Business Process Models (BPMs) for Point of sale (POS) project using Microsoft Visio.
• Earned the respect of reports, peers, and superiors due to professionalism and performance record.
• Facilitated two/ three week Joint Application Development (JAD) sessions gathering requirements.
• Provide 24x7 production support and maintenance for IT projects by recreating issues, documenting issues, retesting and documenting resolutions.

Web Based/Internet Testing

Confidential

Responsibilities:

• Exceeded Quality Assurance objectives in all assigned projects by receiving individual rating of 100%, which was a first in the history of the organization.
• Received recognition for ensuring Virtually There Online (Travelocity) testing scripts for migration was done ahead of schedule during a critical timeline.
• Received two Pyramids of Goal awards for two successful projects; Promospots and Virtually There Online (Travelocity).
• Promoted to a Test coordinator position in the New Business Development group from the System Integration group after testing a client server product for the project manager.
• Contributed to the development of Business Requirements documents with use cases, Product Definition Documents and Functional Requirements documents for new product development, which met development teams goal.
• Served as Test Lead for System Integration test team on a joint venture project (ABACUS) that cost over $170 million US dollars to develop.
• Served as Test Lead for New Business Development group; managed and worked projects that used oracle and SQL to test data loads.
• Point of sale (POS) QA Project Lead on a project worth over $100 million US dollars that successfully installed Confidential Exploris system in 1000 independent and locally owned retail stores and additionally converted all joint venture stores to new system in a year.
• Served as a QA Manager on a global .NET project team where the project development work cost over 800,000 US dollars within first phase of project.
• Researched automation tools to determine which automation tool would fit into System Integration test team budget.
• Paired in Implementing QARun for regression testing by a proposal, which kept test resources available for other system integration projects.
• Built a script library for regression testing utilizing QARun which enhanced system usability, reliability and efficiency.
• Member of a Test Council steering committee that enhanced test skills and coordination skills.
• Contributed to developing automated test by using TestDirector/Winrunner/QTP.

Confidential, RTP, North Carolina

Technical Business Analyst

Responsibilities:

• Leads the project prioritization and selection process.
• Coordinates and organizes project pipeline based on resource availability.
• Gathers the fundamental process performance requirements and needs from Customers for implementation of automation tools.
• Improves customer process performance using automation and innovation.
• Leads cross-functional teams to define the current state and define the future state of projects.
• Facilitate cross-functional interface between the client, business and technical development teams.
• Provides ongoing consulting during development, deployment and ongoing support of solutions.

Confidential, Cary, North Carolina

Home Based Reservation Representative

Responsibilities:

• Applies sales techniques while providing schedule, fare and flight information in order to book, re-accommodate or confirm flight reservations including issuing seat assignments and provide ticketing options in a manner that meets the standards of high customer service as outlined in the basic training and normal call guidelines.
• May provide support functions to the Washington government desk, Resolution
• Service Desk, Group and Meeting Travel, Tariffs, Special Assistance Coordinator Desk, Around the World Desk, AirPass, Vacations AAdvantage customers and provide service to Gold, Platinum, Executive Platinum, ConciergeKey and Five Star Service premium customers.
• May provide assistance to Travel Agency bookings.
• May provide assistance for the Air Marshal bookings.
• May assist System Baggage Service Desk for mishandled or damaged claims, provide passengers with status updates on claims, create and review reports on damaged or pilfered baggage and authorize reimbursement for consequential expenses allowable.
• May train and instruct other employees on new policies and procedures, provide web and mobile technical assistance as well as test new or updated reservations computer programs, functions and systems.
• All functions are performed within certain time constraints that are based on the average work times of fellow employees.

Confidential, Durham, North Carolina

IT Analyst

Responsibilities:

• Responsibilities include inventory of technology, testing software and hardware, installing hardware, assembling hardware, configuring hardware and installing software while onsite providing technical support and customer service to all employees within the clinics.
• Troubleshoot issues and make system changes as needed to resolve issues.

Confidential, Durham, North Carolina

IT Analyst

Responsibilities:

• Tracking all incidents using ServiceNow while providing technical assistance to students, staff and faculty for School of Law supported technology over the phone, via email, and in person at the service desk located in the law library.
• Testing exam software (Electronic Bluebook) and supporting Windows and MAC desktops and laptop users for both software and hardware technologies including Windows 7, Mac OS X desktop and laptop; Departmental Services Support; Centralized printing; Internet email and shared calendars; Basic networking; Email systems including MS Outlook, Gmail; Security and Antivirus in a professional environment; Smartphone's and tablets; Imaging computers; Laptop Encryption; Microsoft productivity applications e.g., and Microsoft Office.

Confidential, Greensboro, North Carolina3

Senior QA Analyst

Responsibilities:

• QA Analyst for IT department working with project team members responsible for developing test plans, test data, and test cases in HP quality center for Laboratory Information System (LIMS) and Kronos system.
• Use business requirements and program specifications acceptance testing to develop software test cases.
• Test and developed SQL for data verification in Microsoft SQL Server Management Studio. Assist in unit and integration test by creating data and executing test.
• Perform SIT and assist in UAT. Develop reports using HP quality center to report status of all testing activities, such as detail requirements, test case development, execution, and bug/defect tracking.
• Troubleshoot issues and make system changes as needed to resolve issues.
• Executed SQL queries in a MS SQL Server environment.

Confidential, RTP, North Carolina

QA Manager/Assistant Vice President

Responsibilities:

• QA Manager on an global engineering team developing a .NET application platform (DAP) running on ‘on-premise’ cloud based on Windows 2008, 64 bit and .NET Framework 4.0 in both waterfall/ agile development.
• QA planning and test case development, Develop web, .NET test harnesses, devise and document test plans, tractability matrices, integration testing and UAT testing documentation, Scalability and stress testing, Global Coverage Testing/User Acceptance Testing, Identify pilot applications for effective UAT, Customer sign-off from pilot applications, Bugs and defect management, Security concepts & enterprise scalability validation working on multiple assignments.
• Trained project team members and user acceptance global team on Quality Center (QC).
• Used Splunk for testing domain by collecting the log files or outputs from the automation tools, put them into Splunk and looked for errors. Support for UAT testing.

Confidential, Raleigh, North Carolina

QA Project Lead

Responsibilities:

• QA Project Lead that develops the test framework, drive the test planning, test design, and test implementation and communicates results with the project team while mentoring, coaching and providing feedback to direct reports through the SDLC including SIT and UAT .
• Responsible for direct reports PMP reviews, vacation schedules, project escalations and team assignments, etc. Review and interpret requirements, specifications, designs, system documentation and other application documentation to develop, prepare, execute, and report the status of test scenarioscases and scripts (test plan & results) in HP Quality Center 10.00 based on waterfall or agile software development.
• Interview developers, business analysts, and/or subject matter experts to determine application functionality and expected behavior. Identify critical requirements and system functionality. Develop and prioritize testing requirements and report bug/defect tracking using HP Quality Center 10.00.
• Assessed current QA environment and worked with the Exploris, DCMS, ADIS, Oracle, and Ops project teams to create an end-to-end QA Lab subject to the availability of necessary hardware, software, and networking resources.
• Made any necessary changes to upgrade the system and software.
• Installed all necessary patches and fixes. Trained the development teams on the use of QC. Developed a schedule for each project to begin using QC.
• Troubleshoot issues and make system changes as needed to resolve issues.
• Develop system and user documentation. Executed SQL queries in a MS SQL
• Server and MySQL environment. Test all productions issues by recreating issues, documenting issues, retesting issuesdocumenting resolutions and signoff for release.

Confidential, Raleigh, North Carolina

Business System Analyst

Responsibilities:

• Team member of the Architecture Design/Development Team.
• Support the development of an xSeries data base tool, which serves as the brand's centralized repository of technical data, compatibility information and rules & regulations for configuration. Contribute to the team's efforts to satisfy the tool's future scalability and performance requirements for the quality, on-demand, feeding of technical documentation, web information and configuration tools used by the end user community, Confidential 's business partners, sales teams, marketing and technical support.
• Performed system integration testing (SIT) and user acceptance testing (UAT).
• Work with internal customers to identify and flush out requirements, perform requirements reviews, support end user verification testing, and perform end user education.
• Troubleshoot issues and make system changes as needed to resolve issues.
• Develop system and user documentation.

Confidential, Winston Salem, North Carolina

Business Analyst/QA Analyst

Responsibilities:

• Work with project Team Members and End Users to define business requirements, system requirements and develop design documents using Macromedia Fireworks.
• Plan and test web-base applications to determine if all data is properly processed.
• Report status of all user acceptance testing, such as test case development and execution, reporting, bug/defect tracking using ClearQuest.
• Troubleshoot issues and make system changes as needed to resolve issues.
• Develop system and user documentation.
• Provide 24x7 production support and maintenance for IT projects.