Doreen Caparros Email & Phone Number

Houston, Texas

Houston, Texas Area

- Perform configuration/customization/ testing and support for SAP within Operations, Supply Chain, Financial and HR modules.- Monitored and managed project scope, schedule, risks and quality to ensure project activities/tasks occurred as planned and any variances were identified along with corrective actions to address variances.- Administered Microsoft teams, Active Directory, SharePoint and TFS for the department.- Determined proper methodologies and procedures to use based upon project specifications.- Conducted interviews with key business users to collect information on business processes and user requirements.- Led cross-functional teams to analyze and understand enterprise-wide operational impacts and opportunities of technology changes.- Operated under Agile and Scrum Methodology to complete releases and well-organized sprints.- Professionally interacted with clients to assess business requirements and determine software needs.- Provided operational support for fast-paced 24-hour international work environment.

United States & Canada

* Compiled IT training and assessment resources based on understanding of technical processes and skills-development needs. * Cultivated customized curriculum and course content to address organizational technology training mandates. * Configured, installed and handled troubleshooting tasks for variety of project applications. * Suggested solutions to problems during project so that correct modifications could be made. * Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement. * Collaborated with Quality Assurance and Development departments to resolve Shareholder questions, issues and/or concerns regarding project details. * Reset and restored mobile operating systems to factory default settings correcting software-based faults. * Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution. * Provided technical operational support in fast-paced 24-hour work environment.

Alpharetta, Ga

* Developed, modified and maintained various types of training documentation for web based proprietary applications including procedural software user manual, eLearning course development, training materials, presentations, and job aides.* Designed, developed and delivered instructor led, web-based and blended training in support of identified opportunities within client’s organization.* Developed content for different subject areas enabling development of successful working relationships with subject matter experts.

Atlanta, Ga

• Responsible for training, implementation, and support of various programs and procedures.• Train field personal on the handheld and web functions of associated software.• Train customers on access to the customer web application.• Develop training aids, including training handbooks, multimedia visual aids, online tutorials, and reference works.• Conduct Web Conferences to assist external and internal customers with retraining opportunities. • Interface directly with external and internal customers, understanding their needs and assisting our development department with software requirements to meet them.• Attend Development meetings to review design and requirement functionality.• Provide analysis for how the program should work to best fit corporate and customer needs.• Serve as liaison between field personnel and Quality Systems and Quality Control Departments.• Identify and implement process improvements for managing QA tracking of specialized accounts and ISO 9000 programs.• Perform field implementation and real-time testing for rollout of technician handheld devices.• Manage complete handheld process from development handoff to implementation and training.• Monitor and analyze resulting data to recommend appropriate functionality changes: training, hardware, or software.• Provide Level 2 application Technical Support for US, Canada, and franchise divisions.

•Performed quality assurance functions for 16-bit Telephony and 32-bit Web/PDA software applications during all phases of product development.•Presented and addressed quality considerations using Excel, Access, and PowerPoint during analysis and design phases such as testability, reliability, usability, maintainability, requirements traceability, and performance.•Created and maintained manual test plans and test cases via Excel. Set project planning key milestones (using MS Project), dependent on development timetable for testing phases of products life cycle.•Conducted real-time testing and debugging of beta applications.•Completed testing and modification in concert with engineering, sales and implementation department’s milestones. Coordinated project sign-off with all participating departments.•Planned and executed various levels of component, system, functional, acceptance, integration, performance and regression tests using manual and automated testing tools (Test Director & WinRunner) to prove that products conform to specifications and requirements. Documented and disseminated test results via Word, Test Director, Access, and Crystal Reports. Opened incident reports and managed incidents to resolution.•Identified and implemented process improvements for meeting software requirements.•Automated reusable test plans and managed repository of test suites for new functionality and regression testing. Organized and performed regression testing of pre-existing functionality.•Verified cross platform compatibility of software products by testing and certifying different system environments.•Reviewed technical specifications, user publications and other product related documentation for accuracy, content and clarity.•Administered the quality assurance department computers. Tasks included, but were not limited to the following: Rebuilding Unix and Windows test environments, installing hardware/software, as well as setting up network configurations.

Norcross, Georgia, United States

•Preformed new hire training including but not limited to: Instruction on proper telephone etiquette, customer service, and sales techniques. Also taught use of proprietary call tracking software applications. •Interfaced with Engineering and Quality Assurance providing suggestions for next release version of accounting application. •Assisted Quality Assurance department in the creation and execution of manual test plans based on application scope and pre-exiting functionality. •Coached team to meet and exceed daily, weekly, monthly support and sales goals through quality customer support. Reviewed individual reports and provided guidance on improving each team member’s personal performance.•Assisted in organizing Beta testing efforts for Accounting software. Designated as the contact person for Qualified Installers and End User Beta test sites.•Continually exceeded personal support productivity and sales goals.•Liaison between the Quality Assurance, Engineering and support teams during functional, regression, acceptance, and beta testing efforts.•Opened incident reports and managed incidents to resolution.•Quality Assurance for 16/32-bit accounting software packages.

Temporary administrative support to various firms: ADP One-Write Plus; ADP SoftPay; and Robert, Charles Lesser & Company. Was offered and accepted full-time employment with ADP One-Write Plus.

•Implemented inventory control measures and just-in-time shipping methods.•Assisted customers with order confirmations and product quotes.•Entered divisional sales and purchase orders using MAS 90.