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Tier Iii Engineer Resume Example

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Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Summary

QA Test Engineer with 8 years of experience in requirement analysis, designing user and test cases and executing Test and Evaluation (T&E) master plans for diverse applications and systems. Collaborative team player with track record of delivering multiple, concurrent projects in fast-paced environments.

Skills
  • Reliable and trustworthy
  • Work ethic
  • Collaboration
  • Test planning
  • Product testing
  • Reporting and documentation
  • Working collaboratively
  • Flexible
  • IT skills
  • Active listening
  • Time management
Experience
Tier III Engineer, 03/2013 to Current
Aurora Flight SciencesCambridge, MA,
  • Provide production support for passport systems at Department of State consular affairs.
  • Responsible for the day to day addressing of Tier III tickets generated for Passport applications production support under the directions of the Tier III Management.
  • Interface heavily Department of State organizations, and internal and external development life cycle group representatives in the areas of production support, programming, configuration management, quality assurance, release management, technical writing, database support, and network support.
  • Work with development team members from project inception, and throughout, to ensure Tier III tickets needing modifications to software applications are processed from inception to a complete resolution.
  • Generates daily, weekly, and ad-hoc status reports on ticket resolutions.
  • Provides data entry, documentation, tracking, managing and responding to status queries.
  • Accept Tier III tickets via the Remedy tool/ServiceNow, email, phone, logs all requests, and updates progress status.
  • Generate knowledge base articles and provide training for Tier II and peer Tier III personnel as needed.
  • Provide Tier III coverage during normal business hours and hours outside normal business hours as needed on rotational basis.
  • Consult with development engineers to resolve problems.
  • Responsible for meeting Service Level Agreement metrics on resolution times, first response times for Critical, High, Medium and Low tickets etc.
  • Participate in process improvement initiative(s) to develop/carry out organizational process improvements for software engineering and technical support.
Software Test Engineer, 08/2008 to 03/2013
AugeofiNaperville, IL,
  • Provided Quality Assurance support to domestic and overseas application teams using Agile Development methods for State Department contract.
  • Provided software development Quality Assurance (traceability of function testing requirements and design specifications) of Department of State application software throughout the entire project lifecycle by functional, Intergration, System and Load/Peformance testing.
  • Wrote and updated test plans, test cases, and test scenarios based on system requirements and design documentation for 20 different applications.
  • Some of those applications were: Immigrant Visa Overseas (IVO), Non-Immigrant Visa (NIV), Ten Print Live Scan (TPLS), Consular Electronic Application Center for Immigrant Visa (CEAC IV Application), CEAC General Non-Immigrant Visa (GENNIV), Electronic SAO Portal (eSP) using Rational Clear Case.
  • Performed regression testing and User Acceptance testing based on developed test plans and test scripts/scenarios.
  • Created and tracked defects through Test Incident Reports (TIRs) through to closure using Rational Clear Quest.
  • Documented test results.
  • Coordinated with other lifecycle team members such as contractor personnel, systems analysts, development, configuration management, IV&V, and technical writers to fully test software applications and hardware devices.
  • QA'd and Peer reviewed end user documentation such as the User Manual, Software Release Notice, Attention sheet, and Quick Reference Guide( QRG).
  • Assisted developing and maintaining CMMI Level II processes and procedures.
  • Tested hardware devices such as fingerprint devices, cameras, and document scanners.
  • Executed test scripts for schema installations and updates.
  • Tracked quality assurance metrics and liaised with internal teams.
  • Consulted with product owners and developers to fully understand intended features and functionality.
Quality Assurance Analyst, 01/2006 to 08/2008
EIS (Enterprise Information Services)City, STATE,
  • Provided Quality Assurance support to domestic and overseas application teams for State Dept. Contract.
  • Provided software development Quality Assurance (traceability to functional requirements and design specifications) of Department of State application software throughout the entire project lifecycle.
  • Developed and executed test plans, test cases, and test scenarios based on system requirements and design documentation for IVO (Immigrant Visa Overseas) application using Rational Clear Case.
  • Performed Enterprise Consular Lookout and Support System (ECLASS), End-to-End integration testing, through the Telecommunications Manager (TCM), with other contractors.
  • Performed regression testing based on developed test plans and test scripts/scenarios.
  • Documented test results.
  • Created and tracked defects through TIRs (Test Incident Report) through to closure using Rational Clear Quest.
  • Coordinated with other lifecycle team members, such as contractor personnel from development, configuration management, IV&V, and technical writers.
  • QA and Peer review of end user documentation such as the User Manual, Software Release Notice, Attention sheet, and Quick Reference Guide.
  • Performed End of Phase Audits ensuring all processes are performed.
  • Participated as a member of the Capability Maturity Model Integration (CMMI) Level 2 Process Assessment Team (PAT) and Appraisal Team.
  • Reviewed Knowledgebase articles to ensure contest is current and valid.
  • Assisted team members in troubleshooting of level 3 help desk IVO (Immigrant Visas Overseas) tickets.
  • Consulted with product owners and developers to fully understand intended features and functionality.
  • Assessed and tested builds to uncover bugs and assisted in finding resolutions.
Help Desk Analyst Tier 2, 05/2003 to 01/2006
EIS (Enterprise Information Services)City, STATE,
  • Provided Level II helpdesk support to Department of State Posts worldwide – of immigration visa and passport applications, Windows NT server/client systems and Oracle database.
  • Created CCRs (Configuration Change Request) Coordinated with other technical specialist staff to provide appropriate training, hardware, software, and data required to effectively assist users.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
Education and Training
: Computer Science, Expected in
Howard University - Washington, DC
GPA:

Unable to continue because of tuition costs.

Certified Helpdesk Professional: , Expected in
- Rockville, MD
GPA:

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Resume Strength

  • Formatting
  • Length
  • Personalization
  • Strong Summary
  • Target Job

Resume Overview

School Attended
  • Howard University
Job Titles Held:
  • Tier III Engineer
  • Software Test Engineer
  • Quality Assurance Analyst
  • Help Desk Analyst Tier 2
Degrees
  • Some College (No Degree)
  • Certified Helpdesk Professional