ERNESTINE BROWN
Gloucester,VA
Summary
Dedicated professional with strong record of software analysis, application support, and client services.
Proven talent for aligning business strategy and objectives with established software development and testing paradigms to achieve salient
operational impacts with minimum resource expenditures. Experience spans quality assurance, testing processes, research and development,
issue analysis, solutions implementation, client relations, and project management.
Overview
23
23
years of professional experience
Work History
Front Desk Receptionist/Closing Coordinator
Gloucester-Mathews Humane Society
Gloucester, VA
05.2021 - 07.2025
- Collaborated with Animal Care Specialists, Shelter Manager, and Veterinary Assistants to maintain animal well-being.
- Coordinated communication between administration, employees, and clients using calendaring software.
- Responded to inquiries via multi-line phone system and directed calls to appropriate personnel.
- Scheduled intakes and appointments while collecting essential information from patrons.
- Implemented organizational tools by integrating computer and spreadsheet applications to enhance information flow.
- Ensured accuracy in task execution and secured facility during night shifts.
- Assumed management responsibilities during absence of Shelter Manager.
Stay-at-home Mom
Self
Hayes, VA
05.2016 - 05.2021
- Researched home lesson curriculum, attended child-centric functions, taught daughter to read by 3, improving further academic performance.
- Maintained schedule of class assignments to meet deadlines.
- Completed day-to-day duties accurately and efficiently.
SALES ASSOCIATE
7-Eleven
HAYES, VA
02.2014 - 05.2016
- Delivered superior customer service through warmly greeting all customers and offering assistance as needed.
- Maintained a safe environment for patrons, removing hazards and cleaning all surfaces.
- Completed customer sales utilizing electronic cash registers, consistently balancing cash drawer.
- Contributed to ordering supplies and stocking merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Engaged with customers to build rapport and loyalty.
UNDERGRADUATE RESEARCH ASSOCIATE
OLD DOMINION
NORFOLK, VA
09.2013 - 12.2013
- Assisted researcher with creating content for distance learning.
- Developed and produced digital images of specimens for inclusion within distance learning software.
- Originated innovative print documents and various graphics employing Autodesk and Sketch Up.
- Created summaries to advocate for further research and funding.
BANK SUPPORT REPRESENTATIVE
LIBERTY TAX
VIRGINIA BEACH, VA
12.2012 - 04.2013
- Demonstrated expertise in franchisee and client support utilizing Liberty Tax Service provided resources.
- Investigated and analyzed issues, devising and deploying effective plans for resolution.
- Answered calls, ascertained customer needs, and routed customers to proper support group.
- Adhered to all in-house procedures and escalation processes for franchisee and client issues.
- Assessed and documented complex issues thoroughly and accurately with call information and final resolutions.
- Administered multiple incidents simultaneously, triaging and prioritizing critical issues.
- Represented Liberty Tax Service with service banks and vendors in a professional and positive manner.
SEASONAL SALES ASSOCIATE
KOHL'S
Virginia Beach, VA
10.2012 - 01.2013
- Ensured customer satisfaction and repeat business by welcoming customers to the store and providing assistance during their shopping experience.
- Completed all aspects of product merchandising and operational functions in accordance with company standards.
- Conducted fitting room and sales floor recovery outside of the immediate department area as well as diverse housekeeping duties.
- Solicited, secured, and activated Kohl's charge applications in order to increase business.
- Responded promptly to POS backup calls and Service Desk calls, supporting POS and Customer Service as required.
- Aided the Replenishment team by reviewing reports daily and ensuring company in-stock goals were achieved.
Systems Test
Liberty Tax Service
Virginia Beach, VA
06.2008 - 08.2011
- Originated designed, and deployed automated regression tests helping to reduce bug rates by 30%
- Defined and delineated scope of tests, including expected results.
- Developed operational requirements as well as implemented scripts to successfully execute test phases.
- Captured baseline result data, while executing tests to validate actual results compared to expected results.
- Scrutinized and interpreted test results, making adjustments per test environment changes.
- Documented and reported deficiencies to LibTax or N.O. Teams for additional review.
- Examined and verified new LibTax functionality during development phases.
- Reviewed functional specifications for new features; developed test plan to ensure proper functionality.
- Established which features required retesting with each release phase, reporting to LibTax team in order to define available features for internal releases to QA department.
- Assessed and confirmed bug fixes prior to internal releases of LibTax and verified resolutions post-release.
- Advised senior management regarding methods to test issue solutions to assure developer had correctly addressed problem.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
TECHNICAL SUPPORT REPRESENTATIVE
Liberty Tax Service
Virginia Beach, VA
12.2006 - 05.2008
- Facilitated the installation, configuration, and continuous support of desktops and peripherals, workgroup and domain networks, network printers, broadband and dialup ISP connections, and Liberty Tax Service applications.
- Responded to incoming calls, promptly routing clients to the proper support department.
- Replied to help desk calls and incidents following in-house procedures and escalation processes.
- Examined and assessed customer problems and formulated strategies for effective resolution.
- Recorded all incidents into the help desk system, ensuring accuracy and efficiency.
- Transferred high-impact problems to supervisors for additional review and resolution.
- Initiated and finalized projects as assigned by the Technical Support Supervisors.
Forms Developer
Liberty Tax Service
Virginia Beach, VA
07.2007 - 02.2008
- Reviewed and edited tax forms for input into tax software, ensuring completeness and accuracy of all information.
- Completed final check forms prior to sending documentation back for approval.
- Utilized in-house typeset software to format tax forms.
- Reviewed, developed, and modified Federal and State database income tax forms for annual updates and changes.
- Monitored form progress using spreadsheet software as well as contributed to the filing of all typeset tax forms.
- Applied appropriate style guides for each individual state and entity.
- Composed, revised, and updated training and software manuals as needed.
PAINT ASSOCIATE
Home Depot
Hampton , VA
02.2002 - 10.2005
- Located merchandise in store for consumers and demonstrated usage of tools and prep items.
- Offered color matching expertise and paint product selection advice to assist customers with paint choice.
- Suggested add-ons and additional item upselling to improve customer projects while increasing company profits.
- Informed customers of in-store promotions and events for paint department.
- Stocked aisles with merchandise and cleaned paint counter for orderly appearance.
- Prepared paint primers to proper consistency with electric mixer and matched color choices for consumers.
APPRENTICE AUTO BODY TECHNICIAN
CASEY COLLISION
NEWPORT NEWS, VA
08.2004 - 09.2004
- Utilized a variety of hand and power tools, including soldering equipment, cutting torch, blocks, hammers, wrenches, sanders, and spray guns, for the purpose of completing repair work in a safe and efficient manner.
- Assessed and performed repair work on vehicle bodies, such as replacing front-end components, body components, doors, frame underbody components, hammering out dents, buckles, and other defects using blocks and hammers.
- Performed filing, grinding, and sanding in order to repair body surfaces.
- Filled holes, dents, and seams as well as removed damaged fenders, panels, and grills.
- Welded replacement parts in place for the purpose of maintaining the appearance and safe operation of vehicles.
- Provided access to automobiles for insurance adjusters.
Education
Associate of Applied Science - Diagnostic Medical Sonography
Rappahannock Community College
New KentAssociate of Science - COMPUTER AND INFORMATION SCIENCES, Information Technology and Web Design
ECPI College of Technology
Skills
- Analytical Thinking
- Problem-Solving
- Code Writing
- Quality Assurance
- Python
- R
- ArcGIS
- Data Entry
- Data Collection
- Report Generation
Timeline
Front Desk Receptionist/Closing Coordinator
Gloucester-Mathews Humane Society
05.2021 - 07.2025
Stay-at-home Mom
Self
05.2016 - 05.2021
SALES ASSOCIATE
7-Eleven
02.2014 - 05.2016
UNDERGRADUATE RESEARCH ASSOCIATE
OLD DOMINION
09.2013 - 12.2013
BANK SUPPORT REPRESENTATIVE
LIBERTY TAX
12.2012 - 04.2013
SEASONAL SALES ASSOCIATE
KOHL'S
10.2012 - 01.2013
Systems Test
Liberty Tax Service
06.2008 - 08.2011
Forms Developer
Liberty Tax Service
07.2007 - 02.2008
TECHNICAL SUPPORT REPRESENTATIVE
Liberty Tax Service
12.2006 - 05.2008
APPRENTICE AUTO BODY TECHNICIAN
CASEY COLLISION
08.2004 - 09.2004
PAINT ASSOCIATE
Home Depot
02.2002 - 10.2005
Associate of Applied Science - Diagnostic Medical Sonography
Rappahannock Community College
Associate of Science - COMPUTER AND INFORMATION SCIENCES, Information Technology and Web Design
ECPI College of Technology
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