SUMMARY:

• Over 6 years of experience in the IT field with focus on Production and QA areas for all phases of web based and Client - Server applications life cycle, including requirements gathering, risk analysis, project planning, scheduling, effective use of QA testing practice, defect tracking, management, and reporting.
• Adept at using both manual and automated testing tools to troubleshoot systems, integration, user acceptance, positive and negative, functionality, object, and regression.
• Proficient in all cycles of test life cycle from test planning to defect tracking and managing defect lifecycle.
• Professional experience in preparation of test bed, installation testing, replication of problems and generation of bug report.
• Develop use cases, user interface specifications, and user requirement specification documents.
• Liaise with developers, business analysts, and user representatives in application design and document reviews.
• Superior analytical, troubleshooting, communication and presentation skill.
• Motivated and dedicated with individual achievements for new opportunities, career challenges, initiative, and quality performance, while placing high priority on customer satisfaction.
• Bilingual in English and Spanish with excellent communication skill and abilities.

TECHNICAL SKILLS:

• Manual Testing
• System Testing
• Stress Testing
• Load Testing
• Reliability Testing
• Feature Testing
• Acceptance Testing
• Functionality Testing
• Validation
• Enterprise Testing. Oracle 9i
• 10g
• TOAD
• SQL
• VB Scripts
• C+
• C++
• Access
• Lotus 1 - 2-3
• WP51
• Corel Graphics
• Folio Bound Views
• Quick Books. Cross-platform skills Unix
• Linux
• Windows
• AS400. Experience with Agile methodologies and monitoring tools.

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

Customer Service Representative

Responsibilities:

• Play the principle role in achieving and maintaining a positive relationship with all customers.
• Be responsible for the daily Customer Service Información (CSI) report and present them to the Collision center manager.
• Work closely with the damage writer or estimator.
• Greet all customers upon arrival, qualify the customer and vehicle, and determine their specific needs.
• Based on insurance estimate of repairs and customer input, assure their understanding of the collision repair claim processes and what is expected from the different phases.
• Provide information to the customer about the Classic Collision Center positive qualities and our certified technicians.
• Obtain insurance information and required estimate of repair.
• Document (PUD) previous unrelated damages to begin the appraisal process, and the neccesary repairs.
• Perform pre-repairs inspection upon drop off.
• Depending of the estimate and insurance pre-arrangements, provide and maintain daily follow ups with the customer during the different repairs workflow, and proactively inform them if anticipated delivery status.
• Bring in the damage appraiser, as needed, or set an appointment for damage appraisal. .
• Schedule drop off for prospect jobs, and pre-order parts vehicle repairs.
• Effectively negotiate damage reports with insures.
• Maintain daily communication with insurance companies to obtain the latest status of submitted suplemenst and pending approvals or required inspections.
• Confirm all financial arrangements with customer and insurer. Prepare close up forms and documentation prior to vehicle delivery, and verify accuracy of the final bill RO.
• Re-sell the repair to the customer upon pick-up.

Confidential, Alpharetta, GA

Production Support Analyst

• Provide support for the company’s application issues that the Help Desk is unable to resolve.
• Researching and discovering data-related issues and either addressing directly or routing to development or operations for resolution.
• Creating and executing SQL statements to analyze and address data related requests.
• Communicating status updates and any requests for additional information to the affected business units.
• Monitoring business daily and ensuring that they are working optimally and if not help determine root cause and report to the appropriate parties.
• Scope includes questions/issues related to application behavior, system outages, data errors, file transfers, etc.
• Maintain all software products for internal and external customers implement upgrades and hot fixes on all software products; oversee the content of future releases.
• Monitor all production software processes and proactively act, when necessary.
• Maintain positive relationships with customers when troubleshooting their matters. Act as a point of contact for the company for assigned systems.
• Follow standardized processes and procedures to improve the department incident resolution consistently.
• Prepare documentation for all technical related matters prior to development escalation
• Perform UAT (user acceptance testing) for all system updates directly impacting the production support environment.

Confidential, Alpharetta, GA

Quality Assurance Analyst

• Understand business requirements and objectives relative to the desired functionality of the different Confidential products and applications to ensure appropriate functionality and quality assurance before they are released to production.
• Define project scope and technical specification, functional documents, designed specifications, and translate them into test objectives.
• Prepare effort estimation and conduct all aspects of testing. Identify test strategies, write required test scripts and test scenarios.
• Participate in test plan reviews with cross-functional team members.
• Perform functional, regression, and UAT testing of integrated workflows for both automated and manual testing needs and accurately evaluate and document the results.
• Report and track all application bugs or defects identified.
• Verify fixes in UAT as well as interface with developers, business analysts, and end users in defect resolution.
• Define project scope and technical specifications, set clear goals and expectations, prioritize activities, facilitate the collection of technical, operational or business requirements, set milestones, and follow through to successful completion.
• Able to multi-task, be pro-active in project planning and requirements gathering, set and maintain multiple priorities.

Confidential, Alpharetta, GA

Production Support Analyst

• Provide support for the company’s application issues that the Help Desk is unable to resolve.
• Maintain all software products for internal and external customers implement upgrades and hot fixes on all software products; oversee the content of future releases.
• Monitor all production software processes and proactively act, when necessary.
• Maintain positive relationships with customers when troubleshooting their matters. Act as a point of contact for the company for assigned systems.
• Utilize Oracle PL/SQL to manipulate the environment.

Confidential, Alpharetta, GA

Help Desk Technician

• Provide telephone and onsite support to customer in a variety of hardware and software related issues in a 300+ desktop/laptop environment.
• Hardware environments would include, but not limited to, Toshiba, Fujitsu, IBM, and Dell. Develop and maintain Helpdesk troubleshooting methods, procedures and policies.
• Log trouble and supply requests tickets into Hardcat and Landesk for all Helpdesk calls received from the field representatives and customers.
• Escalate all developmental issues to the proper personnel.
• Diagnose and troubleshoot laptops, desktops, scanners, Microfilm machines, printers, Windows OS, and Confidential applications, i.e.: eSmartlog, Quickview, Smartscan, Smartlink, and eDisclose.
• Assist in basic configuration of desktops and laptops.
• Provide remote assistance to representatives and customer in the field.
• Assist with installations and troubleshooting tasks via the Internet.
• Provide training for new Help Desk employees on all applications operations, and procedures.
• Assist field Representatives to connect to VPN and RAS.
• Maintain a positive relationship between the Helpdesk, field employees, and customers.

Confidential, Alpharetta, GA

Client Technical Analyst II

• Learn client relations, technical and operational aspects of ADP products in order to service client base.
• Observe and assist Client Technical Analysts internally to increase a working knowledge of products and department procedures.
• Assist AE's with installation of new accounts.
• Promptly answer customers’ inquiries, accurately implement researches strategies, and escalate to other departments if needed.
• Initiate and submit any critical clients’ needs, program bugs, special program requests, and product change requests to upper management for review.
• Modify, document, and coordinate implementation of appropriate customer service support procedures to meet established company goals.
• Actively participate during different staff functions for special projects concentrating in provide and maintain an effective level of support and customer satisfaction.

Confidential, Atlanta, GA

Help Desk Bilingual Analyst

• Provide quality support with a high degree of customer satisfaction, technical expertise, and timeliness.
• Determinate the nature and extent of the issue in order to identify the most effective resolution method.
• Provide resolutions on less complex or less time consuming issues and escalates remaining issues.
• Respond to customer calls within predefined metrics. And accurately record customer case data.
• Perform problem diagnosis and resolution on the first call.
• Research, resolve, and respond to questions received via telephone or CFA, in a timely manner, in accordance with current standards.
• Perform first level troubleshooting via scripted procedures.
• Complete request fulfillment on the first call, where possible.
• Transfer unresolved cases to the ART/RAM. Recognize high priority situations and take appropriate actions.
• Complete first call problem closure and confirmation with caller.
• Set a reasonable level of expectation regarding the time needed for follow up resolution.
• Actively work in problem trend observations and technical documentations.
• Participate in continuous process improvements initiatives and identify all self-development requirements.

Confidential, Atlanta, GA

Export Division Accounting Specialist

• Acquired research data on finance and strategy, supply chain management, radiology technology and entrepreneurship for academic articles. Performed meta-data analysis
• Developed business plan for an innovative museum, as a part of a prominent consultant team
• Daily control, maintenance, and update of the corresponding customer account payment applications. Apply special discounts to the financial records under the corresponding terms of payments.
• Track money wire transferences with the overseas banks.
• Generate weekly reports for the assigned sales person by countries including current and overdue balances.
• Monthly closing reports including voucher distribution, export commissions payable, and bank charges report.

Confidential, Norcross, GA

Administration and Account Department Assistant

• Process business licenses and all permits required for the stores.
• Process property, payroll, and sales taxes.
• Record, updated, and resolved employees’ insurances matters.
• Coordinate regular communication between the stores’ managers and providers to control the appropriate product delivers.
• Responsible to present weekly or monthly financial, sales, and inventory reports.
• Place products or supplies orders.
• Report equipment malfunctions and looks for immediate technical support.
• Be in charge of the company accounts and credits.
• Daily verification of statements and invoices to generate on time payments.