SOFTWARE QUALITY ASSURANCE ANALYST II Career Overview 12 years experience Software Quality Assurance requirements analysis, test planning, creating test cases, test process coordination Experienced functional, end end, regression user acceptance testing Web based Client Server interfaces Familiar Waterfall Agile SDLC 7 years experience customer support/service handling escalated issues 5 years running formal training development programs system users Advanced Windows OS MS Office applications user/troubleshooting skills Ability learn new software quickly Able handle multiple projects Take ownership attitude Flexible team player Qualifications Microsoft Excel/Word/Outlook/Access/Powerpoint/Frontpage, Windows 7/XP/2k, DOS, setting up/troubleshooting hardware/software, Mac, Internet, Test Director/Quality Center, Ontime, Zendesk, SharePoint, basic office equipment Work Experience Software Quality Assurance Analyst II Jan 2012 Current Company Name － City State Work Environment: Agile, Windows based, Acuity Electronic Health Record System suite testing administration, Ontime.com used incident/bug reporting. T-SQL used query/insert/update SQL DB verify input/output test scenarios. WinAutomation TestComplete used automated testing. Application software testing local machines Cloud Share environments. Excel Word extensively used creation project documentation Responsible analyzing requirements testing modules Electronic Health Record (EHR) System including Patient, Company, Provider, Referrals, Collaborators, Utilization Management\Authorizations, Care Plans, Assessments, Tasks, Notes modules require testing. Testing Implementation process one version EHR another appropriately mapping data source database destination database. Creating maintaining testing user group profiles confirming appropriate access medical system Updating application software defining/coding existing field properties creating special user fields fit appropriate workflow tested based customer needs. Document test cases, procedures automation scripts keeping updated system release Effectively track testing progress using Ontime.com tracking assigning defects Responsible Database loads, test environment set-up, FTP application files workstation preparation Cloud Share environments Work application programmer system defects analysis project features Perform functional, regression, ad-hoc testing assigned EHR projects. User Support Specialist II, Payments Specialist Jan 2011 Jan 2012 Company Name － City State Call Center, Macintosh based, ZenDesk ticketing software used track user incidents Troubleshoot user issues Airbnb.com website navigation services, user account maintenance, payment processing billing analysis, well complex financial non financial disputes users including customer safety issues Respond professionally escalated calls support level I agents urgent calls Take effective notes user accounts ticketing system Thorough follow call ensuring customer/user satisfaction. Test Execution Manager Jan 2006 Jan 2010 Company Name － City State Work Environment: Matrix team structure/Team Lead, Windows based, Quality Center used test case bug/incident reporting. Excel Word extensively used project document creation SharePoint used document management/sharing, PowerPoint used meeting facilitation, Managed PC lab testers including ordering completing hardware/software set hands troubleshooting systems test environment. Responsible managing team onshore offshore testers System Integration Test phase software development life cycle CA Banking Center New Accounts Teller Platforms. Provided work estimates ensured project efficiently staffed testers complete project time budget. Review, provide feedback approve test plans scripts submitted Test Analysts Work team member accurately define business requirements new products customers system changes product system change rollout. Identify system functions processes may affected project Provide meeting representation banking center platform projects. Manage end end, user acceptance production certification testing Represent end user design, development, testing implementation changes existing systems environments CA Banking Centers. In charge training development new test analysts brought board test CA banking center new accounts system. Created lead training classes formal setting test lab virtually web users. Responsible ordering appropriate hardware software test lab test analysts production lab implementation team. Software Test Analyst Jan 2000 Jan 2006 Company Name － City State Work Environment: Matrix team structure, Windows based, Quality Center used test case bug/incident reporting, Excel Word extensively used project document creation, Visio used workflow charting use cases. Managed PC lab testers including ordering completing hardware/software set hands troubleshooting systems test environment Responsible identifying test scenarios business requirements creating test plans, scripts, executing scripts, documenting test results based requirements Effectively track testing progress using Quality Center tracking scripts assigning defects Work technical staff ensuring proper tests run, data conditioned resolving issues Perform Black Box functional, regression, ad-hoc testing assigned projects Maintained test lab ensured appropriate software hardware date department units tested Created kept track user access test production servers creating appropriate access levels contracted non contracted staff Owner production data including reconciling account balances production level bank accounts lent implementation testing. Internal Operations Analyst Jan 1999 Jan 2000 Company Name － City State Call Center, Windows based, high call volume, used proprietary software query databases common user issues. Research respond telephone inquiries regarding bank policy procedures banking centers various units. Identify resolve operational, software application, new account, sales, service related issues. Sr. Operations Officer Jan 1998 Jan 1999 Company Name － City State Work Environment: Office setting, Windows based, extensive account reconciliation tasks record keeping dollars coming department, PC maintenance user account troubleshooting. Controller incoming Bank America misdirected wire account corporate clients. Properly identify funds amounts billions dollars directed account order reconcile account. Also kept accurate logs wires passed section. Worked on-site desktop support department upgrade Windows 98. Helped IT team hardware software installations, password creation/resets conducted user training sessions peers. Money Transfer Customer Liaison Jan 1997 Jan 1998 Company Name － City State Call Center, Windows based, high call volume general public internal units, basic record keeping tasks track transactions. Responsible taking customer wire transfer requests telephone. Ensured properly identify customer account relationship order transmit funds collect fees. Amended canceled wire transfers necessary. Provided excellent customer service. Customer Service Representative Jan 1995 Jan 1997 Company Name － City State Work Environment: Retail Banking Center, Windows based, general public interaction. Processed deposits various accounts. Cashed checks, sold cashier's checks, traveler's checks, savings bonds. Balanced daily. Sold checking, savings, time deposit bank products. Education Training BS Computer Information Systems 2004 Golden Gate University － City State Computer Information Systems AAS Computer Technology 2002 Heald College － City State Computer Technology AAS Electronics Technology 2001 Heald College － City State Electronics Technology Certificate Health Care Information Technology 2013 Cosumnes River College － City State Skills account reconciliation, ad, Agile, automation, banking, basic, billing, bonds, budget, Call Center, cashier, com, CA, hardware, Controller, clients, excellent customer service, databases, Database, document management, documentation, DOS, features, financial, Frontpage, FTP, functional, funds, Information Technology, Team Lead, Notes, Mac, Macintosh, managing, meeting facilitation, Access, Microsoft Excel, Excel, Office, Outlook, PowerPoint, SharePoint, Windows, 2k, Windows 98, Windows 7/XP, Word, navigation, office equipment, DB, payment processing, PC maintenance, processes, coding, programmer, progress, Quality, reconciling, record keeping, reporting, Research, Retail, safety, sales, servers, scripts, software development, software testing, SQL, System Integration, desktop support, user training, telephone, Test Director, T-SQL, Troubleshoot, troubleshooting, upgrade, Visio, website, workflow