SUMMARY:

• 3+ years systems/application testing experience
• 6+ years quality assurance and compliance experience.
• 2+ years in management and leadership experience.
• 15+ years customer service experience.

PROGRAM KNOWLEDGE:

Microsoft Office (Intermediate - Advanced skills): Excel, Word, Access, SharePoint, and SQL.

Systems: Quality Center (ALM), FDR, FDR Query, DASH, MSP/Fidelity, ICMP/LIV, Arrow Loan & DQ, Indigo, Futility, Rekon, Hogan, 1LLG (legal order processing system), Content Manager, DMS, ClearQuest, PAC2000, and Universal Workstation (UW).

PROFESSIONAL EXPERIENCE:

Confidential, Chandler, AZ

End User Testing Analyst

Responsibilities:

• Create and execute test scripts for DASH application projects and ensure expected results are accurate.
• Using Agile methodology, create and execute test scripts in HP ALM Quality Center (testing System of Record) for DASH (dispute automated system handler) application (for credit card non fraud disputes) and ensure expected results are accurate.
• Perform IST (QA) testing, UAT (End User) testing and full Regression testing for DASH application.
• Develop strong working relationships with Dev team, Line of Business, and Requirements team to ensure all project updates have been tested completely and meet the needs of the line of business, ensuring there will be no hiccups once published to production.
• Assist less experienced team mates with ALM Quality Center and FDR (mainframe Credit Card System) Query tool to aid in effectiveness of executing test scripts to complete projects on time.
• Participate in DASH project workshops, attend project meetings, and assist team with test sizing (agile points system) and test planning for sprint testing releases.
• Run Microsoft SQL Queries to pull reports and information from DASH system to ensure accurate test results.

Confidential, Tempe, AZ

Business Application Specialist

Responsibilities:

• Created and executed test scripts for the 1LLG (Levies, Liens and Garnishments file processing system) enterprise projects from the related BRD and FSD.
• Composed Test Plans, Testing Validation and Traceability matrix for various rounds of testing.
• Collaborated with operations group to identify the root cause in any gaps within processes or procedures as it relates to system activity and provide options for resolution.
• Subject matter expert for 1LLG application and calibration with the line of business to understand and translate business requirements into ALM Quality Center tickets for future releases.
• Supported user access for Legal Order Processing (LOP) - Writs and Levies teams and other security administration issues, production support, troubleshooting, and application maintenance.
• Performed UAT testing to verify system rules are working correctly for 187 state/doc types and update rules accordingly.
• Partnered with project team each quarter on forecasting and planning for multiple Project Development Plans, Business Requirements and Functional System Designs for all enterprise projects as they relate to 1LLG application.

Confidential, Tempe, AZ

Quality Assurance Analyst

Responsibilities:

• Provided user access support for LOP and other security administration issues, production support, troubleshooting, application maintenance, monitoring and balancing.
• Assisted with initiatives for system testing to identify and correct any system issues for users.
• Helped with UAT testing to verify and update state/doc type rules accordingly.
• Executed and peer reviewed test scripts for 1LLG projects.
• Assisted in creating and modifying QC tickets within the ALM Quality Center application.
• Led meetings with compliance, operations and multiple quality assurance teams to ensure procedures and policies are compliant for Universal Workstation complaints management application (UW) for Legal Order Processing.

Confidential, Des Moines, IA

Quality Control Specialist

Responsibilities:

• Assisted in implementation and validation checkouts for ICMP (image content management) updates quarterly.
• Led weekly meetings with operations management to recommend process improvements and procedural enhancements based on quality assurance reviews.
• Subject matter expert lead for 7 of the 107 lines of business.
• Evaluated procedures to provide root cause analysis and take corrective action.
• Analyzed documents and provided feedback on detail and accuracy when recorded within system.
• Liaison between quality, operational risk, and operations to ensure concise processes.

Confidential, Des Moines, IA

Loan Servicing Specialist & Internal Quality Auditing

Responsibilities:

• Created processes and procedures for a new, emerging department to reduce customer impact issues from defects in the mortgage origination process.
• Developed and built relationships with settlement agents and attorneys in order to improve process efficiency with HUD RESPA/TILA changes and maintained effective verbal and written communication channels to ensure SLA’s were met.
• Collaborated with multiple business partners to create a robust auditing process and discuss trends and opportunities for performance improvement.
• Established relationships with 3rd party signors, title companies and foreclosure attorneys in order to perfect the chain of title; verified documents were executed in a timely manner for foreclosure proceedings.
• Conducted weekly audits on changes to internal procedures to determine the impacts and risks to downstream business partners.
• Led a project to obtain over 10,000 assignments back from attorneys with a 98% return rate.

Confidential, Des Moines, IA

Manager

Responsibilities:

• Managed 7 full-time and 4 part-time employees while overseeing all daily business operations.