EXPERIENCE
 
Handmark Kansas City, MO
QA Specialist II October 2008 to present
Develop, publish, and implement test plans and conduct manual testing on mobile
devices including Palm, Blackberry, Windows Mobile, Android, Symbian, and Java.
Define and track quality assurance metrics such as defect densities and open
defect counts. Lead projects as needed. Work with project management to
prioritize tasks..

Sprint (Contract through TEK Systems) Overland Park, KS
Premium Services Certification April, 2007 to October 08
Duties include QA testing and certification of all applications for JAVA, iden,
and Smartphone devices prior to publishing for availability to Sprint customers.
The applications tested include, but are not limited to, email (BREW and Java),
WAP testing, games, screen savers, themes, Instant Messaging and TV.

NetShops.com, Inc. Omaha, NE
Software Test Engineer May, 2002 to February, 2007
Responsible for manually testing changes produced by the software development
teams to ensure our systems, both internal and external, function properly and as
required. Test results using various web browsers including Mozilla Firefox,
Internet Explorer 6 and 7. Work with project managers to create test plans.
Document issues and work with development team and end users to ensure data is
correct. Verify changes do not compromise any program functionality.

Accomplishments
 *  Designed the system used by customer service to improve the product return
process.
 *  Documented testing procedures to be used when specific files were affected
due to changes to the code.
 *  Administered the change management software (Surround SCM) and development
workflow and issue management software (Test Track Pro).
 *  Assisted in the design of the internal order page to improve the way
employees locate and use data. This new design was created with future growth of
the company in mind
 *  Cleaned data in our system obtained through SQL reports where potential for
lost revenue was the greatest including personally adjusting over 25,000 SKU's.
 *  Established framework and wrote verbiage for policies and procedures for
several area of the company, including the returns/exchange policy, ordering
process, and product guarantees.

Bankfirst Sioux Falls, SD
Control Desk Analyst 1998 to 2002
Administrated the phone system reporting software, including creation and
maintenance of customized reporting for all departments. Developed and processed
MIS reports for all departments. Created and maintained call allocation software
through AT&T and MCI to split call traffic between company locations based on
staffing or 'Act of God' needs. Worked as liaison between various departments and
the telecommunications department to identify needs and abilities of each.
Coordinated with the telecommunications department in decision-making regarding
ACD programming and call-routing.

Accomplishments
 *  Assisted in the upgrade of the phone system reporting software.
 *  Created reports for end-users (supervisors and managers) to monitor their
teams.
 *  Wrote documentation and trained end-users on the phone system software.
 *  Built, maintained, wrote step-by-step documentation and trained Control Desk
team members in use of call allocation software.
 *  Created an MIS process which cut the time needed to update the reports each
day by 80%.

L & S Teleservices Sioux Falls, SD
Operations Coordinator 1996 to 1998
Provided technical support for the company equipment including ACD
administration, dialer connection support, PC manufacture and support, and
network support. Managed daily MIS for clients and upper management based on call
center productivity. Created training materials to the call center based on
individual client needs. Built call forecasts and created weekly work schedules
for call center staff based on staff availability and expected volume. Assisted
in the research of and purchase of ACD system.

ADDITIONAL TRAINING AND QUALIFICATIONS
 
Several years experience QA testing software and web pages. Familiarity with
programming and reading HTML code, PSP and CSS files. Ability to run SQL queries
using MySQL 5. Administrative experience with the Lucent ACD phone systems
including various certifications including call vectoring, auto-attendant builds,
reporting package use and customized report creation. Over 4 years experience
with an internet company. 

EDUCATION
 
Nettleton Junior College Sioux Falls, SD
Paralegal 1990

REFERENCES: Available upon request