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Work Background
Self-employedBusiness Consultant
Jan. 2023Madison, North Carolina, United StatesAs an independent contractor, I have provided versatile expertise across diverse roles for various companies. My responsibilities have included designing, building, and maintaining websites; recruiting and managing support and coaching teams; leading and coordinating content creation teams; and contributing to developing online courses. I specialize in resolving escalated customer complaints, technical issues, and billing inquiries, ensuring seamless operations and exceptional client satisfaction.
LabCorpSenior Billing Test Systems Analyst
Apr. 2019 - Jan. 2023McLeansville, NCI was initially hired at Labcorp as a Billing Test Systems Analyst. The first project assigned to me was to test a third-party application Labcorp was considering using. Relying on my experience working with e-commerce websites, I was able to identify many vulnerabilities that could have harmed Labcorp down the road if gone undetected. For my effort, I was recognized and awarded Employee of the Quarter in my first full quarter with Labcorp and given a promotion to a Senior-level position in less than four months on the job. I have been the team leader, heading most major releases across many payment platforms. I ensure the highest testing standard is performed and do whatever it takes to meet deadlines. • Analyze, interpret, and gather business requirements to write and execute test plans. • Lead and conduct meetings as needed with team members, developers, and upper management to review requirements and discuss any issues that arise during a project. • Document complex and technical processes to be used as a reference for other Analysts. • Send reports to Process Owners, Users, and Team Members to inform everyone about a project's status. • Document Test Strategies and Summaries to be presented to stakeholders for approval. • Defining processes and priorities with Management and my Team to determine assignments, tools, and data needed to complete a project on time. • Analyze and evaluate complex billing systems. • Help coordinate tasks associated with large projects involving multiple analysts. • Been a trusted mentor by many of my peers to assist them in any way I can.
Sensory AnalyticsSoftware QA Engineer
Jul. 2018 - Mar. 2019Greensboro/Winston-Salem, North Carolina AreaWork as an integral part of Sensory Analytics' development team, ensuring that current and future SpecMetrix coating measurement systems meet the highest quality and performance customers expected. This position was newly created when I came in, so I had to develop and set up the entire testing process. • Create, update, and run all software test plans. • Create and update all User Guides and other documentation. • Create and update QC checklists for Engineering and Production. • Create, update, and run robust software testing plans adhering to GAMP5 quality standards. • Oversee hardware assembly in preparation for CE Certification Audit. • Responsible for continually stress testing our Windows-based .NET software applications. • Monitor Salesforce CRM cases to look for patterns in any customer issues. • Introduced, set up, and Administered JIRA Bug Tracking System and Agile Methodology. • Strong communication skills to interface with all departments within the company.
Workwell TechnologiesQuality Assurance Engineer
Apr. 2015 - Apr. 2018Carlsbad, California, United StatesWorked closely with Product Management and Development to ensure all cloud-based and APK device applications met the company’s high standards and requirements. Entailed defining the test process, writing and executing manual and automated test procedures, and reporting findings to the appropriate channels. • In charge of testing POS and Time and Attendance Cloud-Based Applications • Analyzed technical requirements from Product Management specifications through JIRA • Designed and executed detailed testing scripts to ensure specifications were met through Testrail • Used Agile, Smoke, User Acceptance, and Regression testing methodologies • Created testbeds to emulate customer’s environment to duplicate issues found in the field • Ensured that each software release worked according to specifications and met all other requirements including security, performance, responsive, cross-browser, cross-device, OS support, and data validation • Tested all software and firmware updates for any compatibility issues • Tested new hardware designs from manufacturer to assure complete compatibility with software and firmware • Tested Mobile Application used in Time and Attendance Software • Automation testing using Ranorex, Test Runner, and Ghost Inspector • Experience with MySQL Workbench • Used Slack for all internal communications in addition to using • Ensured documentation matched current behavior of software • Solved a chronic firmware issue in POS devices that was costing an inordinate amount in repair and replacement • Tested for backwards compatibility of Software and Firmware • Acted as liaison to Technical Support to investigate all issues reported from our customers and report to Developers if needed
High Octane SystemsQA Analyst
Sep. 2012 - Apr. 2015Greater San Diego AreaInstrumental in the development of all software applications from conception to market for High Octane Systems or other companies • Solely responsible for keeping projects on time and on budget • Conceived or approved all product design and features • Hired developers as needed for projects • Managed developers to keep them on track • Wrote specs and wireframes used to build applications • Troubleshot and tracked all software issues • Wrote all technical documentation including User Guides • Created, maintained, and executed test cases for Quality Control • Was the contact for Technical Support issues arising from software • Conceived and designed an application that took a keyword phrase, found the Facebook Pages and Groups most relevant to that phrase, then sorted them by engagement and likes. Cost less than $1000 to create. Made about $60,000 in sales • At a cost of ~ $300, created a WordPress plug-in that put a customer service survey on one’s website. If results were positive, customers would be asked to leave a review on Yelp or some other review site. Made about $10,000 in sales
You Everywhere NowSoftware QA Engineer
Oct. 2008 - Aug. 2012Greater San Diego AreaA small, fast-paced company at the forefront of introducing the power of Video Marketing, and automated texting. Key member of a small group tasked to come up with the “next big thing” for online marketers. Out of a series of ideas that the owners looked at and liked, I wrote up the specs and wireframes, so the developers could build them. When completed, it was bundled into a single package, then sold after a big promotional build up on Social Media and emails weeks before the cart opened. When launched sales reached $9.65M in only 10 days • Had direct input into product design • Took management concepts and turned them into specific specs and wireframes for Development Team • Was responsible for creating the test procedures that covered every aspect of the products including cross-browser and regression • Designed and tested applications both Web Based and Mobile • Reported directly back to ownership as to where things stood in the development process, what obstacles were there, and what I was going to do to resolve them • Responsible for making sure all product launches stayed on track to be done by cart open date • Wrote all technical documentation including User Guides • Managed team of six Technical Support Agents • Coached 1:1 with our customers on how to best utilize our applications in their business • Hosted weekly Webinars attended by our customers to keep them up to date on new concepts and strategies for using our software to improve their business • Spoke at Seminars hosted by us to talk about new upcoming features and answer questions • Kept watchful eye on competitors and reported findings to management regularly • Sales Force, Zendesk, Bugherd, Basecamp, and Bugzilla
BakBone SoftwareSenior Software Technical Analyst
Oct. 2005 - Oct. 2008Greater San Diego AreaAnalyzed, troubleshot, and documented problems reported from the field by both customers and field representatives. Supported APM's and database options such as SQL, Exchange, Lotus Notes, VMware, and NDMP. Duplicated customer environments to find the source of problems and reported findings to Developers. • Interface directly with customers offering technical assistance on a variety of issues that involve the use of BakBone Products including both hardware and software • Attempt to duplicate customer environments to try to find the source of problems seen in the field and report to Developers • Put in charge of populating the knowledgebase with relevant information that would help both the customer and support personnel • Build and maintain NetWare, Windows, and Linux Networks that included, but not limited to, SCSI, SAN, Cluster, TCP/IP, Ethernet, and Fiber connectivity used for testing
Computer Associates (CAI Software LLC)Senior Quality Assurance Engineer / Technical Support / Technical Writer / Trainer
Jan. 1994 - Oct. 2005Greater San Diego AreaWorldwide company that sold mostly Enterprise software to Fortune 500 companies. Conducted a wide range of tests to analyze and provide feedback to Developers on storage software products through entire Systems Development Life Cycle (SDLC) to ensure that they met or exceeded specified company standards. Built and maintained NetWare, Windows, and Linux Networks that included, but were not limited to, SCSI, SAN, Cluster, TCP/IP, Ethernet, and Fiber connectivity used for testing. Initial position was in Technical Support, then moved into Software QA, trained new hires for support, and wrote most of the training guides used for new hires worldwide. • Build and maintained testbeds for Server-Client Environments which included NetWare, Windows, and Linux Networks. • SCSI, SAN, Cluster, TCP/IP, Ethernet, and Fiber connectivity used for testing • Used Agile, Waterfall, and Systematic Testing Mythologies • Data backup and retrieval • Help provide input to Product Management regarding features and standards that should be implemented into products and determine timetable needed to meet the requirements, so product release date can be met • Develop and update Quality Assurance testing procedures and documentation • Wrote training material for new hires worldwide • Preformed training courses for both new hires and enterprise customers • Supported all software types such as BAR, Databases, Anti-Virus Software and more • Create, update, and run automated test scripts • Run Manual Black Box testing to assure all features work as expected • Used automated scripting and testing tools like Load Runner to test MTBF reliability • Acted as second tier support for Enterprise Customers for both hardware and software issues
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