Gregory Escobar
Claymont,DE
Summary
Analyst professional with 10+ years experience of Requirement Gathering, Business Process, Software Development Life Cycle (SDLC), and Implementation. Excellent understanding of Software Testing Life Cycle (STLC), Validation, Problem Solving and Documentation. Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills.
Overview
16
16
years of professional experience
Work History
Business Analyst/Quality Assurance Analyst
GlobalDMS
04.2013 - 09.2023
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Collaborated with stakeholders to define project objectives and criteria.
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
- Generated ad-hoc reports to evaluate specific business requirements.
- Executed analysis of risks and identified risk mitigation strategies.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Participated in requirements and used case reviews.
- Incorporated delivery requirements into planning of testing schedules.
- Designed, documented and executed test scenarios to identify software bugs.
- Created and achieved product quality objectives and met product specifications.
- Tested functional and compatibility of new programs or updates in comparison to existing applications.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
- Reported progress, test metrics and results to project stakeholders.
- Kept scripts and test cases updated with current requirements.
- Advised developers on problems with databases, performance and other issues.
- Recommended changes and corrections to developers for optimal software performance and usability.
- Gathered data on integration issues and vulnerabilities, reported findings and recommended improvements.
Tier 3 Technical Support Representative
GlobalDMS
09.2010 - 04.2013
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Monitored system performance to identify potential issues.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured and tested new software and hardware.
- Tested new software and hardware prior to deployment.
- Assisted in development of system security protocols.
- Created user accounts and assigned permissions.
- Managed customer contact center with 5 support representatives.
- Developed and implemented training initiatives for new hires.
- Analyzed and developed service goals for in-bound call center.
- Increased customer satisfaction ratings.
Transfers
IONOS
03.2008 - 09.2010
- Provided answers to clients by identifying problems; researching answers; guiding client through corrective steps to assist with domain and hosting transfers as well as any additional technical support required.
- Managed and responded to correspondence and inquiries from customers and vendors.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collected, arranged, and input information into database system.
- Gathered, organized and input information into digital database.
- Avoids legal challenges by monitoring compliance with service agreements.
Education
Certificate in Essentials of Software Testing
Villanova University
Villanova, PA06.2015
Bachelor of Science - Technical Management
DeVry University
Downers Grove, IL06.2013
- Business Administration
West Chester University of Pennsylvania
West Chester, PA06.2003
Skills
- Technical Analysis
- Release Planning
- Functional Requirements Specification (FRS)
- Agile and Scrum Environments
- Atlassian JIRA
- System Integration Testing
Timeline
Business Analyst/Quality Assurance Analyst
GlobalDMS
04.2013 - 09.2023
Tier 3 Technical Support Representative
GlobalDMS
09.2010 - 04.2013
Transfers
IONOS
03.2008 - 09.2010
Certificate in Essentials of Software Testing
Villanova University
Bachelor of Science - Technical Management
DeVry University
- Business Administration
West Chester University of Pennsylvania
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