Meticulous professional who is able to quickly adapt to any testing environment and learn the necessary protocol to identify and resolve a problem. Comfortable working with a variety of personalities and within different departments of an organization to correct an issue. Takes initiative to question existing methodologies and improve the system.
Quality Assurance Analyst Allstate Insurance; Northbrook, IL Dec. 2003 – Aug. 2008
Utilized the Avaya telecommunications platform to develop and perform testing protocols for the Allstate call center responsible for routing calls to thousands of local agents nationwide. Collaborated with a team of developers to identify and efficiently correct problems.
§ Designed a decision-matrix of 50 key criteria to be used during effort assessment and resource planning to ensure that all testing functionality was evaluated when troubleshooting a problem.
§ Assigned work to and monitored 2 analysts in Northern Ireland who were responsible for approximately 60 service requests per month.
§ Selected as subject matter expert for Allstate’s internal Problem Management Team. Prepared and delivered a presentation to analyst colleagues informing them of the team’s purpose and status updates.
§ Authored detailed test cases outlining the necessary steps to efficiently test and resolve call center issues.
§ Designed and executed manual test cases for call center operations before promoting to production environment.
§ As Infrastructure Services Compliance Coordinator, ensured all testing documentation and designs were prepared and compiled for auditing purposes.
§ Trained contractors assigned to handle testing overflow.
Lucent Technologies; Naperville, IL Aug. 1996 – Oct. 2002
System Test Engineer (Member of Technical Staff I), 2001-2002
Test Engineer (Member of Technical Staff I), 2000-2001
Regression Test Engineer (Senior Technical Associate), 1997-2000
Feature Test Engineer (Senior Technical Associate), 1996-1997
Tested the functionality of Lucent telecom switches: Lucent 5ESS and Softswitch
§ Reduced testing time 90% by eliminating unnecessary criteria in testing procedures.
§ Organized, planned and re-wrote System Configuration Management test cases for various releases to increase efficiency and meet customer deadlines.
§ Identified and documented new defects found during testing.
§ Wrote and executed system test plans and test cases utilizing WinRunner for testing of GUI (Graphical User interface) components.
§ Created and executed tests for various switching products which were subsequently implemented into a live network.
§ Project Manager/Trainer, International Implementation Team: Ensured global testing units used proper regression testing procedures.
Customer Technical Support IBM Global Services; Schaumburg, IL Mar. 1995 – Aug. 1996
Provided technical support to Fortune 500 corporate accounts including Discover Card and Allstate Insurance.
- Used internal programming language Camel (similar to C language) to program switched and dedicated 800 services.
Biller/Collector University of Chicago Apr. 1993 – Mar. 1995
Made collection calls and adjustments or rejections to Public Aid out-of-state accounts.
DePaul University, Chicago, IL M.S. Telecommunications Systems
DeVry University, Addison IL B.S. Telecommunication Management
IT Infrastructure Library (ITIL); August 2008 Foundation Certificate in IT Service Management
Allstate/Spherion Technology Services Courses
Testing Risk Management: Defining and quantifying risk impact/probability, creating risk matrices, analyze risk and develop risk solutions.
System Test Planning & Execution: Functional and integration test strategies/plans using broad-based techniques.
Six Sigma – Green Belt Certification … Testing Risk Management … Testing Methodologies … Introduction to Project Management … Avaya Voice Services Management … WinRunner Basics … TestDirector … QTP … SAP Overview … SAP BW … C++ and C Programming Foundations
SOFTWARE / LANGUAGE EXPERIENCE
OS: Windows 98-XP … UNIX (Sun Solaris) … UNIX (IBM AIX) … Mac OSX Languages / Case Tools: GUI
Telecommunication Standards: Lucent 5ESS Switches … Softswitches … Analog & Digital … ISDN … Voltmeters …Voice Systems Management
Services / Protocols: Pots Lines … 800 Service … Call Detail Records … TelNet … IVR … E911 … ACD … Cellular
Applications: Mercury Test Director … Mercury Quality Center … Unix - vi Editor … Mercury WinRunner … MS Office Suite Windows Explorer … Netscape