Miranda Shepard Email & Phone Number

Spring Hill, Ks, Us

Kansas, United States

United States

Kansas City, Kansas

- Served as level-three support escalation point for 50-member distributed support staff.- Recruited, trained and developed dynamic team, supporting all corporate growth and productivity objectives.- Drafted whitepapers, user manuals, implementation documentation and support base entries to reduce customer tickets and customer service expenses and enable support team to solve customer queries effectively.- Collaborated with lower tier support team to assist client stakeholders with emergent technical issues and develop effective solutions.- Developed training materials, conducted webinars and authored wikis for user training and support use.

Kansas City, Ks

- Provided direct engineering support for 9 proprietary software applications, maintaining ticket resolution rate of 99%.- Completed root cause analysis on routine and complex problems.- Established and oversaw team of 8 support specialists delivering assistance to customers in global environment.- Managed patch certification initiative to include: planning, testing, documentation, and reporting of all proprietary software applications.

Kansas City, Kansas

- Consulted with product owners and developers to fully understand intended features and functionality.- Designed and updated test cases to complete consistent manual tests.- Reviewed configuration files, logs and sections of code to complete debugging and locate breakdown sources.- Documented identified defects using TFS and helped developers complete further testing and resolve issues.- Coached and offered improvement insight to team of 12 employees, boosting efficiency of development team.

Shawnee, Ks

As a QA Engineer, I performed software testing and quality assurance of company's content management software specialized for medical industry and eForms. - Wrote and updated manual test cases for team use, maintaining optimal organization for maximum productivity.- Used Confluence tools to document project features, capabilities and requirements.Worked with Agile and Scrum methodologies to accomplish project milestones and meet demanding timelines.- Tracked software bugs and detailed all information regarding findings and resolution techniques in documentation for Business Analyst and Scrum Manager.

Overland Park, Ks

As a Quality Assurance Specialist, responsible for testing dcLINK, a web based application that focuses on ERP integration utilizing xml and SQL Server table structures.• Performed various types of testing such as functional, regression, user acceptance, negative and installation testing• Responsible for requirements gathering and team documentation• Project lead for ELS Label Printing software to be delivered to General Motors• Executed scripts for Performance, Stress testing and Load testing• Performed Manual Testing of web­ based and client­/server enterprise applications using Team Foundation Server for test management• Coordinated User Acceptance Testing for multiple projects simultaneously• Tested on multiple devices including iPhone, Blackberry, simulators and handheld scanners• Interacted with business analysts, developers, technical support and project managers to resolve technical issues and complete projects

Kansas City, Missouri Area

• Responsible for defining scope of system and integration testing. Executed ringtone, catalog, and mobile software testing including Pocket Express, ZAGAT to Go, and Express Horoscopes.• Experience with HP Quality Center and Test Director including creating test plans, executing test cases, exporting plans from Excel to Quality Center, and producing trend and progress reports and graphs in Quality Center• API Level automated testing experience with Jsystem and Jmeter.Create test plans based on specifications from the Product Management team • Provide feedback regarding overlooked or misinterpreted requirements during development reviews • Proactively gains an understanding of the system impacts of each modification, enhancement or new development• Assess and communicates risk associated to testing scope, schedule, quality and/or resources• Provides level of effort estimates related to testing requirements• Creates comprehensive Test Schedule and milestones with the appropriate dependencies• Lead QA engineer on projects using Scrum/agile development methodologies• Reports defects and executes regression testing to confirm bug resolutions• Conducted bug testing "rodeos" and beta testing of Pocket Express D2C global distribution.• Participates in server development production deployments to assure quality and to check the stability of production products after deployment• Experience with Windows Mobile Smartphone and Pocket PC (5.0, 6.0, 6.1, 6.5), BlackBerry (OS 4.0, 4.1, 4.2, 4.3, 4.5, 4.6, 4.7, 5.0), iPhone, PalmOS, JME feature phones, and BREW

Researched billing adjustments to determine the root cause and validity with an average of 300 customer billing accounts per weekProvided key findings and recommendations after analysis to benefit the enterprisePrepared Root Cause Detailed Transactions Reports to show trends and the results based on data from adjustment research I conductedCreated result graphs and pivot tables based on the Root Cause Detailed Transactions Reports

Worked as a service technician at Westport Location after serving in the same capacity at the Leawood locationConducted sales of Sprint and Nextel devices and services including informing customers of the latest handsets, rate plans, services and specialsProvided customer support of in-store customer inquiriesSuccessfully balanced all back office duties concurrently with responsibilities to customers for their service needsTrained internal and external customers to assure CSAT goals were achievedManaged inventory control including store transfers and receiving incoming deliveries

Worked as a retail representitve at the Town Center locationResponsible for providing excellent customer service while maintaining a high level of sales productivityObjective included determining the most cost-effective solution to satisfy the needs of each customerTrained new employees on the Sprint computer systems, handset provisioning and best practices customer service