Alicia R. Jones
Merrillville,IN
Summary
Professional quality assurance expert prepared for high-impact roles. Strong background in software testing, defect tracking, and process improvement, with keen eye for identifying inefficiencies and ensuring compliance with industry standards. Highly focused on team collaboration and achieving results, adaptable to changing needs, and reliable in delivering quality outcomes. Strong skills in test automation, manual testing, project management, and performance testing, with proactive approach to problem-solving and continuous improvement.
Overview
27
27
years of professional experience
Work History
Senior Quality Assurance Engineer
Fiserv
06.2021 - 12.2024
- Supported product managers and development teams across phases of testing from planning to execution, troubleshooting, and reporting within a high-volume, agile environment.
- Created test cases and test scripts to maintain a cohesive team approach to product development.
- Collaborated with developers and project managers to assess program capabilities, features, and testing demands.
- Demonstrated new product features and functionality to project stakeholders.
- Met tight deadlines to satisfy client demands and project timelines.
- Trained and guided onsite and offshore team members in quality assurance standards, policies, and procedures.
- Supported the successful launch of numerous product releases by coordinating QA efforts, including test planning, execution, and reporting.
- Enhanced team efficiency by leading daily stand-up meetings, coordinating tasks, and providing mentorship to junior QA engineers.
- Ensured compliance with industry standards by conducting thorough audits of QA processes and documentation practices.
- Assessed software bugs and compiled findings along with suggested resolutions for development team members.
- Fixed identified issues to increase productivity and boost workflows.
- Collaborated with other departments to facilitate successful project completion.
- Proposed development and testing improvements to positively impact usability, function, and performance.
Senior Technical Account Manager
Fiserv
06.2017 - 06.2021
- Developed strong relationships with key clients, leading to increased account retention and growth.
- Mentored junior team members, fostering a culture of continuous learning and development.
- Identified potential risks within customer accounts early on, implementing mitigation strategies as needed.
- Negotiated contracts that maximized revenue while maintaining strong client relationships.
- Conducted thorough data analysis to identify trends and opportunities for improvement within customer accounts.
- Established clear lines of communication between technical teams and clients, resulting in faster issue resolution times.
- Launched new initiatives aimed at increasing overall account health and reducing churn rates.
- Enhanced customer satisfaction by promptly addressing technical issues and providing efficient solutions.
- Facilitated regular status meetings with clients, keeping them informed on project progress and updates.
- Implemented innovative strategies to optimize product performance for client needs.
- Managed 10-20 complex customer accounts, ensuring timely resolution of issues and effective communication.
- Led training sessions for both internal teams and external clients to ensure efficient product usage.
Senior Quality Assurance Analyst
Fiserv
12.1997 - 06.2017
- Reduced defects in production releases by implementing rigorous testing procedures.
- Improved customer satisfaction with software products by conducting thorough usability tests.
- Optimized test cases to maximize success of manual software testing.
- Collaborated closely with development teams to identify and resolve software issues during all stages of the SDLC.
- Managed large-scale projects from inception to completion, ensuring timely delivery of high-quality products.
- Established strong relationships with cross-functional teams, promoting effective communication and collaboration throughout the organization.
- Drove early detection of critical bugs through proactive participation in code review sessions.
- Created test cases and test scripts to maintain cohesive team approach to product development.
- Collaborated with developers and project managers to assess program capabilities, features and testing demands.
- Resolved issues efficiently and built excellent client rapport, which led to enhanced customer satisfaction ratings.
- Met tight deadlines to satisfy client demands and project timelines.
- Mentored junior QA analysts, fostering a culture of continuous improvement and knowledge sharing within the team.
- Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing QA perspective.
- Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
- Kept scripts and test cases updated with current requirements.
- Authored and maintained well-organized, efficient and successful manual test cases for entire team.
Skills
- Functional testing
- Test automation frameworks
- Verbal and written communication
- Manual testing
- Self motivation
- Test case design
- Test environment setup
- User acceptance testing
- Regression testing
- Software development life cycle
- Project management
- Scrum methodology
- Test strategy development
- Test planning
- Performance testing
- Integration testing
- Agile software development
- Documentation expertise
- Test script writing
- Problem-solving
- Attention to detail
- Multitasking
- Critical thinking
- Analytical thinking
Accomplishments
- In January 2014, I had the privilege of receiving the Client First | McDonald's Corporation Individual Center Stage Award. This recognition was a result of my successful collaboration with the client, which led to the launch of their outdoor payment device and handheld order taker pilot in August 2013.
- In June 2014, I was honored with a Center Stage Award for my outstanding contributions in excellence on the Bank of America Merchant Services MultiLink Client Conversion Project.
- In June 2014, I was honored with a team award for my work with McDonald's' Corporation in recognition of my dedicated quality assurance efforts. This award acknowledged my contributions to the successful implementation of STAR pinless debit, which featured advanced smart routing and mobile ordering capabilities.
- In August 2020, I established an internal issue tracking system along with a project wrap-up call document. This initiative significantly enhanced project effectiveness and improved accountability in addressing client concerns in a more efficient and effective manner.
- In 2023, I was appointed as the project manager for the implementation of the WEB Application Firewall (WAF), tasked with guiding the project to successful completion while ensuring flawless execution with zero defects. This collaboration facilitated a smooth and effective transaction for more than 1000 clients.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Contract WorkFull TimeLocation Preference
RemoteImportant To Me
Work-life balanceCompany CultureWork from home optionPaid time offHealthcare benefits401k matchStock Options / Equity / Profit SharingTeam Building / Company RetreatsPersonal development programsCareer advancementTimeline
Senior Quality Assurance Engineer
Fiserv
06.2021 - 12.2024
Senior Technical Account Manager
Fiserv
06.2017 - 06.2021
Senior Quality Assurance Analyst
Fiserv
12.1997 - 06.2017