Darren Phung
Yukon,OK
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Software Quality Analyst II
Paycom
12.2019 - Current
- Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
- Develop test plans for testing of software in order to expose flaws and ensure all issues are resolved before code is released to production
- Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
- Recommended, developed, and reviewed QA standards, policies, and procedures for all functions involved with or related to quality and testing, in accordance with company standards
- Authored and maintained well-organized, efficient and successful manual test cases for entire team.
- Documented testing procedures for developers and future testing use.
Technical Support
Dell EMC
06.2019 - 12.2019
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Keep customers informed of progress during issue lifecycle and make follow-up calls or communications in timely manner
- Maintain updated knowledge of company products and services to better provide customer support and service solutions
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Monitored systems in operation and quickly troubleshot errors.
Shift Leader
Mazzio's Call Center
05.2015 - 06.2019
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
Education
Bachelor of Arts - Communication/Human Relations
University of Oklahoma
Norman, OK12.2018
No Degree - Undecided
Oklahoma City Community College
Oklahoma City, OK12.2016
Skills
- Requirements Specifications
- Develop Test Cases
- Continuous Learning
- Agile Best Practices
- Team Mentoring
- Maintaining Quality Assurance Standards
- Active Listening
- Employee Coaching and Mentoring
- Time Management
- Team Leadership
Accomplishments
- Achieved Helping Hand patch through effectively helping with COVID-19 development.
- Supervised team of 25 staff members.
- Achieved successful projects through effectively helping with software testing.
Languages
Chinese (Cantonese)
Limited Working
Timeline
Software Quality Analyst II
Paycom
12.2019 - Current
Technical Support
Dell EMC
06.2019 - 12.2019
Shift Leader
Mazzio's Call Center
05.2015 - 06.2019
Bachelor of Arts - Communication/Human Relations
University of Oklahoma
No Degree - Undecided
Oklahoma City Community College