It Store Professional resume example with 9+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,

Experienced SAP hybris Software Quality Assurance Analyst with heavy exposure to and utilization of JIRA, Confluence, and Zephyr Applications. Skills include Planning Software Test Cycles, Gathering Requirements, Developing and Executing Step-by-Step Test Scripts, Documentation of Test Details/Defects/Results, and Providing Tests Metrics such as Test Summaries/Tractabilities Reports.

  • Software & SAP-hybris Quality Assurance 
  • JIRA and Confluence Issues/Tickets Logging, Tracking, Updating, and Completion Server and Cloud Version
  • Development and Stage QA/Regression/User Acceptance Manual Testing
  • Test Management utilizing SmartBear Created JIRA Add-in Called Zephyr
  • Manual Testing - Various Windows Server & Desktop Operating Systems, MAC iOS Operating Systems, iOS and Android Mobile Operating Systems
  • Cross-Bowser Testing including Internet Explorer 11 (Windows), Microsoft Edge (Windows), Google (Windows and iOS), FireFox (Windows and iOS), and Safari (iOS)
  • Testing Using Various Integration Database/Other Applications   
  • Creating Comprehensive Step-By-Step Testing Scripts 
  • Performance and Design Improvements and/or Recommendations
  • Agile & SCRUM Environments, Methods, Meetings, and Practices 
  • Data & Requirements Analysis   
  • Software Development Lifecycles
  • Legacy Systems and Conversions 
  • Creating and Updating Best Practices and Standards
  • Strong Technical Oral and Written Communication & Documentation
  • Installing and Configuring Various Versions of SQL Server 
  • Online Learning & Training 
  • Data Management, Data Mining & Data Export/Import
  • Active Directory Servers/Tools/Server and Cloud Based
  • Office 365 Applications, Installs, and Configurations Server and Cloud 
  • Web Applications Implementation and Content Management   
  • Creating and Configuring Virtual Machines via VMware Application Tools
  • Organizational and Timeline Management
11/2011 to 10/2012 IT/Store Professional Radio Shack | City, STATE,
  • Lead the district employee new hiring.
  • Recruiting for all positions in the stores.
  • While working with the administrations I also worked in a home store.
  • Started at a low volume store that was losing sales and had high turnover, brought in a whole new team of employees and did retraining.
  • Analyzed the store's P&L and could cut expenses and churn by 50% by the end of November.
  • Took the store from the bottom of the district made of 18 stores to the top by the end of December.
  • Promoted twice in the company with in my first three months.
  • Came up with a more efficient training program that cut down turn new hires by 20% in two months.
  • Became a team trainer for the stores in my areas.
  • Became the Apple IOS team training in the district.
  • Still building businesses and cliental for the surrounding businesses.
  • Trained side by side with the District Administrator for employee rules and regulations.
  • Won several customer service and performance awards every month employed.
  • Promoted to a higher volume store within 7 months.
10/2012 to 12/2015 Technology Data Manager/Internal IT Managed Services Patriot Engineering | City, STATE,
  • Created and Managed all data reports from field techs sent in by tablets (paperless system). 
  • Created Device Tracking/Inventory system for company devices and phones.
  • Created document management system from paper to digital saving the company time and money by the techs not having to come into the shop.
  • Provided support for desktop computer operating systems, Google Apps, and hardware/peripherals; work with individuals across the company (in our satellite offices).
  • Improved turn  around for sent and received invoice reports from monthly to weekly, enabling the company to receive invoice payments weekly, depending on the client/project needs.
  • Creating and updating templates that could be completed and exported to Windows based applications using iOS applications such as Numbers 123 and Adobe forms. 
  • Trained service technicians with various electronic device exposure on how to use an iPad to fill out forms, receive project manager and project information, and uploading reports to Dropbox.
  • Responded to requests for technical assistance in person, via phone, and remotely (VPN) for the following technologies: Windows and Mac OS based endpoints (Laptops and Desktop), Tablets & Smartphones (IOS & Android), and Microsoft Office.
  • Continuously updated personal knowledge of Company computing hardware, operating systems, and software applications.
  • Maintained Company confidentiality and discretion when working with password or sensitive material.
  • Proactively resolved client problems with equipment and service without opening tickets.
  • Delivered just-in-time support to clients as well as employees.
  • Responded to departmental technical emergencies in order to minimize data loss, meet deadlines, and support needs of users.
  • Evaluated software and develop written technical instructions and documentation for server management services.
  • Managed device/machine inventory of all equipment (iPads, laptops, desktops).
  • Developed written technical instructions and documentation for various Apps for IOS.Develop written technical instructions and documentation for payroll login procedures.
01/2016 to 12/2017 Quality Assurance System Manager/Senior Support Analysis InfoDynamics, Inc | City, STATE,
  • Key member of the software development team as the lead QA tester on developing new and improved software release and fixes. 
  • Keeping in constant/current communications with new and existing customers. 
  • Involved with and attended various customer scope and kickoff calls to ensure proper knowledge of  server and desktop operating system environments to reduce errors during software install and  configuration. 
  • Created, Updated, and Executed  Manual and Regression Testing. 
  • Created technical documents for the Development team both in-house and third party, customers, customers' IT department, and any third party CRM or ERP systems.
  • Ensured technical information was accurate in the User Manuals & Install Instructions.
  • Worked with various Windows Server Operating Systems (2003 to current) and Windows Desktop Operating Systems- Windows XP, Win-7 Win-8, & Win-10. 
  • Creating/Updating/Installing ABBYY FineReader Engine Licenses for enabling OCR when inputting documents into software. 
  • Configured OCR capabilities to extract desired data through the software, cutting down on input and reporting errors.  
  • Installed various SQL Server Applications taking into account customer server operating system environments. 
  • Integrating with various CRM and ERP systems with provided OCR software. 
  • Configuring SQL Server Database with installed Software Application - including enabling/disabling server operating system features, taking down/turning on various operating system firewall, creating/opening TCP and/or UDP ports, and adjusting various internal virus protection applications.
  • Installing, enabling, creating and configuring software web based application using IIS settings.
  • Performed system administration duties including creating and running basic and/or complex SQL queries, exporting and importing database information with customer CRM and ERP software, updating, and dropping tables/values via SQL Server Applications tool.
  • Editing customer  Active Directory user and group accounts for software sync server application.
  • Spinning/Creating Multiple test Virtual Machine (VM) environments to test processes with instant reporting and corrective actions, significant cost savings, and fault-free audits.
  • Used Confluence\Agile to (including but not limited to) track development changes, source codes, custom utilities, previous QA processes and configuration of previous versions of the software.
  • Supported several desktop software packages, multi-function printer integrations, SQL databases, and more based on different customer environments/needs.  
  • Troubleshooting production and test systems.
01/2018 to Current E-Commerce Quality Assurance Analysis Lids Sports Group | City, STATE,
  • Responsible for developing and executing formal test plans to ensure the delivery of quality software solutions properly and consistently,
  • Managing and executing SmartBear add-in tool for JIRA called Zephyr - which provides complete QA Testing Management along withTest Metic Reporting.
  • Work closing with the Development team to ensure current backlog tickets and bug tickets are worked on before working on a release push.
  • Participate in daily standup meetings and checkins through the day with the Scrum Team.
  • Involved in test planning, writing test cases and case test execution in support of IT changes to business processes.
  • Configuring/Utilizing different components and administration tools of the E-Commerce SAP hybris platform Multichannel Cockpit including Commerce-Marketing Tools (hMC) & Backoffice, Channel-WCMS Cockpit & Customer Service Cockpit (CS), Content-Production Cockpit (PCM), Platform-Report Cockpit, and User & User-group Management (hMC) 
  • Creating, running, and maintaining reports measuring and tracking different testing metrics for Development Team
  • Participating in quality and testing audits across the various IT functions and integrations to ensure quality and testing standards, procedures and methodologies are being followed.
  • Documenting in Confluence along with creating/updating JIRA Story, Epic, Task, Sub-Tasks, Testing, and Bug/defect tickets (tasks) to reduce any problems with communicating the issue to development staff to assist in their resolution. 
  • Developing test cycles, test plans, test conditions and expected results, test cases, and test scripts - by assisting the Automation Tester to resolve failing scripts
  • Identifying test data requirements and work with other teams as needed to create and maintain test data.
  • Assisting the development and integration teams with defect troubleshooting and resolution.
  • Assisting in the implementation and maintenance of software testing tools.
  • Delivering quality and testing process training to IT staff and project teams and performing quality and testing audits across the various IT functions to ensure adherence to quality and testing standards, procedures, and methodologies are being followed properly and consistently.
  • Working with different database integrations, such as with OMS – IBM Sterling, Relate, Postman, and XCode.
Education and Training
Expected in 2010 Bachelor's Degree | Supply Chain Management, Human Resources and Business Management University of Indianapolis, , GPA:

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Resume Overview

School Attended

  • University of Indianapolis

Job Titles Held:

  • IT/Store Professional
  • Technology Data Manager/Internal IT Managed Services
  • Quality Assurance System Manager/Senior Support Analysis
  • E-Commerce Quality Assurance Analysis


  • Bachelor's Degree

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