Sandra Mclaughlin Email and Phone Number

Lead Zendesk Administrator providing SOPs of Technical Support and Zendesk procedures for the Zendesk Support Agent team. Provide documentation for support processes and help documents in Zendesk Guide. Manage Zendesk Guide with Answer Bot and triggers to facilitate in providing support to our clients. Update queries and generate reports using Zendesk Explore. Provide training and guidance to support agents.Develop Test Plans from System Requirements. The Test Plan includes testing estimates and test cases.Configure, install and upgrade solutions. Ensure Zendesk sync and support is functioning with new client solutions.Write test cases, perform testing, information gathering and demonstrations of new features to clients. Take ownership of testing solutions per client and perform all facets of testing (regression, integration and new features) to prepare for UAT and enhancement upgrades. Manage and coordinate support releases.Provide Customer and Technical Support via Zendesk.

Develop Test Plans from System Requirements. The Test Plan includes testing estimates and test cases.Lead Zendesk Administrator providing SOPs of Technical Support and Zendesk procedures for the Zendesk Support Agent team. Provide documentation for support processes and help documents in Zendesk Guide. Manage Zendesk Guide with Answer Bot and triggers to facilitate in providing support to our clients. Update queries and generate reports using Zendesk Explore. Provide training and guidance to support agents.Configure, install and upgrade solutions. Ensure Zendesk sync and support is functioning with new client solutions.Write test cases, perform testing, information gathering and demonstrations of new features to clients. Take ownership of testing solutions per client and perform all facets of testing (regression, integration and new features) to prepare for UAT and enhancement upgrades. Manage and coordinate support releases.Provide Customer and Technical Support via Zendesk.

Develop QA Test Plans which includes Operating System, browser and database coverage. The Test Plan also includes team members and their test role for the solution. Develop Test Design Specifications broken down by business application (catalog, marketing, order management and system integration) which includes Feature Test Cases and release criteria for ecommerce sites. Perform setup of commerce server along with supported business applications (catalog, marketing and order management), BizTalk, SharePoint and Database connection. Our web solutions included SharePoint integration and our clients Marketing Manager has the ability to update web templates using SharePoint. Perform system installation, configuration, maintenance, system testing, integration and performance testing to ensure a high quality standard. Responsibilities also include deploying solutions to our customer site and troubleshooting issues. Assign tasks and testing duties to other QA Analysts working on the project. Attend daily scrums and triage meetings to ensure priority issues are being met. Liaise with project team and customer regarding production and test environments. Contribute and provide feedback on documentation, test results and findings. Perform automated testing with an in-house test tool using C# to perform web-based testing. Store C# web tests in Visual Studio. Participate in the development of assigned projects pertaining to QA processes and procedures. Track incidents and assigned Tasks using Team Foundation Server.

Develop test plans, UATs and test specifications. Performed the execution of system tests against the Sample Tracking and Control software for Data Banking and Casework. Develop and maintain user documentation such as user guides, manuals and on-line help files. Develop and evaluate process flow diagrams. Conduct business requirement analysis and needs assessment to align IT solutions. Exposure to Mercury Quick Test and provided feedback with its compatibility with our solution.

Mentor junior testers, assign and track bugs as well as act as a point of contact for Project Leaders. This includes performing interviews for new hires, creating test plans, test verification matrices, creating and maintaining test specifications and technical documents regarding lab configuration. I have experience with automation testing, Outlook integration and SharePoint Server Solutions. Perform automated regression tests of the text/retrieval engine (kernel) with our in-house API (test tool) which requires knowledge of automated concepts. These tests are run via scripts which are compatible for both win32 and UNIX platforms. Create new test scripts and modify existing scripts using SQL queries to validate the functionality of the kernel. Install, configure, maintain and test various application servers including KM, DM, Collaboration, Workflow, WebTop and BI. Install and configure web servers (Apache and IIS). Administer the repository of the automated test suites.