Quality Analyst Resume

SUMMARY:

Accomplished quality assurance professional with extensive business experience in software development, testing and deployment.

TECHNICAL SKILLS:

Microsoft Word, Excel, Visio, PowerPoint, Outlook
DOS SQL relational database retrieval & testing
Excellent written & verbal communication
Certified ISO9000 Document Writer
IBM Cognos Reporting, PeopleSoft, ORION Solar Winds, Netcool, JIRA, JAMA
Effective Project Management, Leadership & Presentation with Attention to Detail
Web Page Design - HTML (self-taught)
VoIP Technology
Agile & Waterfall Testing Methodology

PROFESSIONAL EXPERIENCE:

Confidential

Quality Analyst

Interface testing for the State of Rhode Island’s Department of Health & Human Services - Department of Administration (DOA).
User Acceptance Testing of the web based application system for state sponsored programs.
Root Cause Analysis, Defect Tracking, Problem Solving/Resolution.
File transfer request/return verification & validation.
Full understanding of Business Requirements Documentation and knowledge of how to create test scripts based on BRD’s.

Confidential

Software Test Engineer

Application Testing for the State of Rhode Island’s Health Care System (Healthsource RI).
Web based systems and desktop application testing & support ensuring 100% effectiveness and efficiency for both the end user and the customer service representatives.
Vendor management, working with 3rd party software provider to create timely and accurate software delivery.
Writing manual test scripts based on business requirements, executing test scripts via JAMA.
Debugging existing software, non-conformance documentation in JIRA, UAT & Regression testing.
Quality Assurance - single call analysis providing documentation for areas of improvement to assure best customer service practice is performed and achieved.
Knowledge of Healthcare Information Technology (PHI & HIPPA).

Confidential

Sales Consultant/Field Training Manager

Developing sales strategies and lead generations through face to face customer engagement (B2B) while increasing brand recognition by 75%.
Providing in-depth assessment of customer requirements then tailoring long term plans to accommodate while offering the best overall customer experience.
Improving employee selection, sales culture refinement, strategic education and campaign execution through robust training and individual development plans, resulting in 100% employee retention.

Confidential

Sr. Consultant

Responsible for Quality Assurance of the Workforce Management Web Application based on the software development life cycle protocol resulting in a more effective scheduling tool that ultimately increased productivity and efficiency in the workplace by 90%.
Writing, developing & maintaining test cases for User Acceptance Testing (UAT) and Regression Testing providing error free deployment of bug fixes and software enhancements.
Managing Root Cause Analysis, debugging efforts and documentation of test results/non-conformances while holding vendors and developers accountable for their work thus leading to better product quality.
Writing Business Service Requirements (BSR’s) and Change Requests (CR’s) while assisting IT/IS teams with off hour system, platform & server maintenance and support (24x7x365) creating a more stable network environment.

Confidential

Sr. Analyst

Experienced large team call center customer service representative exceeding service level agreement targets on a consistent basis. (5 yrs. experience)
Call Center Management/Team Leader - supervising 150+ employees with 30 direct reports, providing training & development while meeting or exceeding monthly office objectives. (2 yrs. experience)
Implementation Specialist - strategically deploying hardware & software during office conversions, relocations, openings & closings resulting in seamless transition and uninterrupted business productivity. (2 yrs. experience)
Quality Assurance - Subject Matter Expert (SME) leading all UAT testing efforts of the Software Development Life Cycle (SDLC) as well as responsible for network surveillance, outage/crisis management, trouble ticketing & vendor management.