Resume of Senior QA Engineer

Title
Senior QA Engineer

Primary Skills
SQL, Test Director, MS Office products, Testlink, Telephony switches and CTI Adapter

Location
US-GA-Marietta (will consider relocating)

Posted
Jul-23-08

PROFESSIONAL EXPERIENCE

Recordant Inc, Alpharetta, GA 2007 -- 2008
Senior QA Engineer
· Develop and execute test cases for browser-based application
· Develop and execute test cases for both firmware and hardware for personal recording device
· Test reporting and dashboard application, verifying data against an MS SQL database
· Assist in establishing QA processes and procedures for new Quality Assurance organization
· Administer and maintain Test Link projects
· Assist developers in resolving open issues in development and production environments

iAnywhere/Sybase, Roswell, GA 2006 -- 2007
Senior QA Engineer
· Primary tester on first interoperability project with product from newly acquired company
· Trained others in the QA department on functionality and configuration of new products
· Worked with remote team to define needed changes in process and communications, ensuring efficient and effective workflow between QA teams in main and remote offices
· Reviewing, editing, and creating test cases
· Executing test cases based on the test plans for various projects
· Assisting development with reproducing and resolving software defects

Witness Systems, Roswell, GA 1999 -- 2006
Senior Support Engineer (2004-2006)
Responsible for leading specific aspects and activities of customer issue resolution for the Witness Systems software suite, including:
· Performed troubleshooting and developed solutions for software and installation errors which were then used by field engineers, technicians, and customers
· Coordinated transition of critical issues between teams
· Managed day-to-day priorities of developers assigned to software defect resolution
· Worked to resolve non-code-related issues
· Reviewed support development team's work for quality, progress, and updates on issue status
· Provided feedback on potential solutions to issues
· Validated utility specs for customer fixes
· Prioritized and assigned tickets to appropriate resources
· Provided subject matter expertise and guidance to team members within the field

Accomplishments:
· Improved developer productivity 65% by solving configuration issues, freeing developer resources to work solely on coding issues.
· During implementation of the Vietnam Tier-3 development team, facilitated the creation of UK and US Customer Interaction Center (CIC) processes, ensuring all teams had necessary resources, eliminating difficulties due to opposing labor hours and time differences.
· Achieved 120% of customer satisfaction goals for two consecutive quarters.
· Assisted in creating QA ticket templates for CIC, Development, and QA in order to ensure resolution and comprehension of original problem.
· Trained CIC reps in troubleshooting techniques.
· Created articles for internal and external troubleshooting guides.

QA Team Lead (2002-2004)
· Assisted in creation of (and processes for) Tier-3 QA team in engineering department
· Provided documentation--including certification and training documents--for each service pack
· Provided guidance to QA Engineers in day-to-day testing activities, as well as feedback to upper management on project status
· Resolved issues between QA and Development
· Server hardware and software setup, installation, and upgrades
· Performed multiple call scenarios across many telephone switches and CTI adapters using a variety of tapping/observing methods, as well as other third-party integrations
· Responsible for testing service packs and hot fixes for Generally Available products (Web-based CRM software used to monitor customer interactions)
· Prior to promotion to Team Lead, was the sole QA Engineer on Engineering Support team.
· Liaison between Engineering and Operations
· Verification of turnover documentation, training, and product delivery to the Operations group and to the Customer Interaction Center
· Assisted Operations team in developing and driving Operations-based requirements for inclusion in future product releases across the entire suite of products

Quality Assurance Engineer (1999-2002)
Tested flagship product, a Web-based customer interaction software suite designed to record interactions between support representatives and customers via telephone, email, and Web-chat. Duties included, server hardware and software setup, installation, and upgrades; performing multiple call scenarios across many telephone switches and CTI adapters using a variety of tapping/observing methods, as well as other third-party integrations, including email ACDs (Automated Call Distribution systems).

Certifications
Certification Date Location
Software Tester 2005 Brainbench (transcript #5709071)
Trainer 2005 Brainbench (transcript #5709071)
Manager/Supervisor 2005 Brainbench (transcript #5709071)
Testing Market-Driven Software Certification
2001 Tampa, FL
SNA Fundamentals Certification
2000 Chicago, IL
MCSE Certification 1999 Marietta, GA


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