Alison Grainger Email & Phone Number

United States

Raleigh-Durham, North Carolina Area

Raleigh-Durham, North Carolina Area

Raleigh-Durham, North Carolina Area

• QA Lead for the PLE tool, a web based tool which manages the governance processes for the creation and management of the Cisco Services catalog.
• Manual testing of code, documenting and reporting discrepancies, and supporting promotion to five environments. (Load through Production)
• Daily interface with the developers, managing ticket creation, updates and status, and answering questions regarding requirements.
• Supervised two additional automation testers, monitoring the test specs developed in Protractor and Jmeter which ran daily against the environments.
• Performed data table updates and pulled stakeholder requested reports via SQL Developer when needed.
• Assisted Business Analysts in developing education presentations and project documents (BRD, FSD, etc).

Raleigh, NC

• Analyzed software requirements, tested/certified code, documented/reported discrepancies, and supported promotion to the production environment for Java based GUI/MVS application, and Websphere systems.
• Worked independently while developing, and executing complex scenarios and manual test cases for system, regression, unit, function, end-to-end, and user acceptance testing.
• Prepared Power Point presentations and Excel spreadsheets for presentation of new code to the internal customer and end users.
• Provided Level 2 Support researching system errors submitted by the GUI and MVS end users.
• Implemented DB2 system fixes via SQL or the GUI tool and recorded the audit documentation.
• Developed education documents and resource materials for end users and peers.

Raleigh, NC - Hortolandia, Brazil

• Developed education classes for new hires in the Americas Customer Care centers located in Brazil and the US. Compiled data and analyzed to determine education gaps.
• Trained Team Leaders and First Line Managers in desk level processes, error resolution, and audit guidelines. Liaised with US customers to assure successful working interactions.
• Tracked and reported Business Results of all Latin American teams to second level management.
• Compiled and reviewed weekly processing reports and monthly numbers of the Latin American teams for first level management review, verified all processing was documented correctly and within US audit parameters.
• Collaborated with the SME Team on requirement reviews, and executed complex test cases for unit, function, end-to-end, and user acceptance testing.
• Participated in extensive internal audit of US Federal Customer Support center.

Raleigh, NC - Research Triangle Park, NC

• Supervised the Maintenance Customer Support Representatives for the New York/New Jersey territory.
• Tracked and reported Business Results to first and second level management.
• Interfaced with Audit team during internal reviews.
• Level 1 Support for GUI/MVS billing tool which involved problem determination and resolution. Primary interface with Level 2 Support.
• Conducted education classes for CSO offices across the US. Developed Brown Bag education for Raleigh office to educate end users and peer Team Leaders.
• Collaborated with the SME Team on requirement reviews, and executed complex test cases for function, and user acceptance testing.

Raleigh, NC

• Audited and registered proposals generated by marketing/sales team.
• Created and registered proposals based upon direct interface with customers.
• Managed existing contracts and initiated renewals for specific geographic territory.
• Developed and conducted education classes for peers on business processes, problem resolution, and the MVS quoting/billing tool.
• Identified system issues and communicated resolutions as Liaison between Level 2 Support and CSRs.
• Worked with the SME Team as primary CF representative during UAT and function testing.

Raleigh, NC

• Processed inventory additions and adjustments per direct or online customer requests.
• Interfaced with customers and sales to generate proposals and register upon acceptance.
• Executed inventory reconciliations, and managed accurate audit documentation.
• Participated in beta testing of MVS quoting/billing tool. Liaised between Level 2 Support and peers regarding system issues and resolutions after tool deployment.
• Created and executed peer education via one-on-one or classroom.

Raleigh, NC

• Managed education accounts (K-12 and some colleges). Processed inventory adjustments per customer requests.
• Handled proposal creation and registration for marketing/sales team covering half of the US.
• Developed and conducted the education of new team members.
• Evaluated and resolved billing corrections and reconciliations interfacing with the Accounts Receivable team until completion.

Rocky Mount NC

Aided in research and organization of documentation related to legal action.

Rocky Mount, NC

Assisted with filingGeneration and mailing of invoicesAccounts Receivable Collections

Bachelor Of Arts (Ba), Speech Communications

Hrd Classes