Developed test strategies, test frameworks, and scripts to optimize testing process.Knowledge of agile software development cycle (specification, design, review, testing).Responsible for leading QA testing activity.Test PlanningCollaborate with Product Managers and Developers to understand requirements, use cases and transform them into tests; participate in design discussions. Identify test requirements from specifications, map test case requirements and design test coverage plan.TestingValidate that user expectations are achieved during the testing process. Develop, document and maintain functional test cases and other test artifacts like the test data, data validation, and automated scripts (Ranorex). Use of Trello and Redmine to manage the defect tracking process for projects and ensure disposition on all known defects. Conducted exploratory testing based of knowledge of the product.

Provided technical support to users via phone, email, and in person. Developed seminars, trainings and webinars for small and large groups. Recommended improvements to product based off software knowledge and user input. Technical writing of product manuals, technical bulletins, training materials, and release notes. Functioned as go-to person for product knowledge and troubleshooting. Mentored new team members.

Built relationships and processed orders for business clientele. Acted as purchasing agent for supplies and established long lasting vendor relationships. Responsible for overseeing sales and customer service on a daily basis. Fulfilled online and phone orders along with shipping and warehouse responsibilities. Assigned to special projects as needed.

Provided extensive call center troubleshooting of product(s) over the phone and through email to users, and installers. Analyzed department policies and implemented new standard operating procedures to increase efficiency and effectiveness. Developed and conducted technical training on the operation and service of the equipment and demonstrated skills to trainees, including internal staff, vendors and customers. Recognized for outstanding performance receiving Top Phone Performer August 2008, and Division MVP Fall 2008.

Provided excellent customer service for business-to-business clientele. Built relationships and processed orders for business clientele. Acted as purchasing agent for supplies and established long lasting vendor relationships. Responsible for overseeing sales and customer service on a daily basis. Fulfilled online and phone orders along with shipping and warehouse responsibilities.

Created and managed website that reached new customers and retained current ones. Solely responsible for web product database which increased sales volume. Designed newsletters, fliers, and other promotional documents which increased sales.

Insured the overall performance of the network operation center by monitoring real-time network performance. Provided sole tier 1 technical phone and email support and troubleshooting. Oversaw on-site user access and assisted in server management.

Responsible for providing database support for member service, provider relations, group membership, and brokers division. Established procedures for claims division resulting in increased efficiency. Maintained an efficient, smoothly running office and provided assistance in all phases of the insurance process. Produced month-end reports.