SUMMARY:

• IT Analyst proficient with expertise in project analysis, testing, and training for a large (9000+ users) multi - environment systems.
• Develop and maintain professional relationships within the business organization.
• An expert in development and execution of test plans, scripts, and integration testing. Effective at communicating with a diverse and global audience as well as all organizational levels; can break-down complex ideas into easily understood concepts.
• Organized and disciplined team player requiring minimal supervision to multitask towards accomplishing deadlines.

TECHNICAL SKILLS:

Software: SAP (Releases ECC 6.0, 5.0, 4.5, 3), CRM, HP Mercury Software ALM Quality Center v. 11, HP Mercury Quicktest Professional v. 10.0, Sprinter 11.0, Autotester, Visio 4.5, Windows (7, 10,XP, 2000, NT), MS Office (Word, PowerPoint, Excel, Outlook), MS SharePoint Services, MS Access, Logentries, FrontPage, Salesforce, Workbench, SQSL Query, FieldFX

Languages: Visual Basic, C++

Platforms: Dell, Lenovo, IBM Mainframe

PROFESSIONAL EXPERIENCE:

Confidential, Houston, TX

Customer Support Manager

Responsibilities:

• Helpdesk Development: Created the standards and policies for the Support Group. Incorporated the protocols within the helpdesk system.
• Customer Support: Managed all helpdesk tickets and provided weekly status to Management for status and resolution.
• Transition Customers Process: Created and established the transition to Support presentation along with initial meetings with the admins for each org. Set up each admin and customer in the help desk system.
• Support and Troubleshoot Issues: Replicated issues to find the resource of resolution.
• Training: Assisted in knowledge transfer to assist Salesforce admins.
• Emergency Outages: Send out communication to customers on notifications on outages.
• Logentries: Notified certain customers on exceeded data usage and unsupported browsers.
• Packet Viewer Beta Project: Tested and analyzed new functionality to clear sync errors.

Lead SAP Quality Assurance Specialist

Responsibilities:

• Asia Project: Tested “Order to Cash” SAP transactions for specific test scenarios. Developed comprehensive test plan and test cases.
• SAP Connectivity Project: Tested new functionality for implementation of inbound and outbound purchase orders.
• SAP ECC 5.0 Upgrade to ECC 6.0: Tested functionality between SAP version ECC 5.0 and 6.0 and documented results. Worked with subject matter experts to report and resolve issues. Maintained intranet tester timeline website.
• Global SAP Integration Project: (Consolidated three SAP instances into a single instance of SAP ECC 5.0) Lead QA Test Consultant for testing conversion of legacy data. Provided regression test results of SAP modules to subject matter experts. Reported testing defects using Remedy software. Performed data loads in support of project.
• Brazil SAP Integration Project: Lead QA Test Consultant performed testing of transactional functional and customized code for integration of SAP 4.0B into a single instance of SAP ECC 5.0 for Brazil location.
• Authorized Approver Project: Lead QA Test Consultant and testing subject matter expert working with Work Flow Technical Consultants to develop Authorized Approver Rule Engine. SAP R/3 4.5B Upgrade to 4.70: Tested functional modules in different SAP environments during upgrade from SAP 4.5B to 4.70; used automated regression suite. Assisted Transport Coordinator with compilation and release of transports into SAP environments. Maintained tracking sheet for SAP transports. Worked with Release managers for emergency transport imports. Developed comprehensive test scripts.
• SAP 4.5B Upgrade to ECC 5.0: Lead QA Test Consultant ran automated test scripts analyzing differences between 4.5B and ECC 5.0. Developed new test scripts according to test plans and data load requirements.
• SAP Security Project: Collaborated with SAP Security Team, tested authorization objects for SAP roles, profiles and tasks.
• SAP Connectivity Project: Tested new functionality for implementation of inbound and outbound purchase orders.
• SAP CRM Project Tester and Trainer: Developed test documentation and coordinated testing activities for Chemical and Polymer Sales personnel using CRM software. Developed training materials and assisted in training U.S. and international sales personnel.
• SAP Customer Express Project: Tested new web functionality for e-business using HP Mercury Quicktest Professional software.

IT Analyst

• Used the SDLC methodology for systems implementations.
• Met with IT Project Managers and Business Team to discuss testing needs from business requirements.
• Conducted International presentations to Testing Team to introduce new standards and procedures.
• Designed and maintained Intranet Website for all testers to report results in one location for audit purposes.
• Supported team members throughout test cycles and projects to meet deadlines.
• Tested and approved HP Mercury Quality Center and Quicktest maintenance software upgrades.

SAP Automated Scripting and Quality Assurance Tester

• Developed automated test scripts for SAP R/3 functional modules used in unit and system testing.
• Coordinated testing activities for internal business customers.
• Assigned test cases to QA team members.
• Executed test scripts fulfilling customer requirements.
• Trained new team members.

SAP Trainer Developer

• Met with IT Project Managers and Business Team to discuss training requirements.
• Lead International presentations for project team introductions and course objectives.
• Developed training instructional material for multiple projects.
• Used alternative learning methods in practice, such as coaching, e learning, and shadowing to support development benchmark.
• Trained over 200 global employees including senior management, sales personnel, and super users.