Nikole Sorrow
Fort Mill,SC
Summary
Solutions-oriented Senior Consultant with 10+ years of experience. Creative Business Analyst possessing unique combination of business analysis, Quality Assurance Analyst with testing and applications experience in top-tier organizations. Detail-oriented professional that brings proven experience in defect identification, documentation, and reporting. Not shy about raising concerns or advocating for customers' needs. Expert in writing test cases and scripts. Demonstrated history of senior level QA for software projects across a variety of platforms and experienced in the Agile Software Development Life Cycle (SDLC). Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
25
25
years of professional experience
1
1
Certification
Work History
QA LEAD
Fortune 500 Home Security Provider
01.2019 - Current
- Adept in transitioning throughout the Client's teams as QA Lead and/or tester in other areas such as the SMS (Short Message Service) initiatives for all service and billing texts and the Order Entry Platform team
- Conducted API testing using Postman and performed data analysis in MSSQL as well as Oracle SQL Server.
- Adapted seamlessly and quickly while acquiring new skills during transitions
- Managed the Sales Cloud QA Team of 12 for the transition to Salesforce Lightning and trained new QA teams migrating to the new platform
- Managed QA capacity, assignments, test scenario/test case review, testing, defect reporting and tracking, status reports and sign-off each release while also testing the smoke, system integration, and regression cycles
- Developed, trained, and distributed training materials for the client
- Created detailed, comprehensive test plans, test cases, and release cycles in ALM and Jira
- Attended and participated in multiple in-person Program Increment (PI) Planning sessions
- Requested to present during three different conferences to the general session audience.
FRANCHISE ONLINE ORDERING IMPLEMENTATION
Global Restaurant Chain
07.2018 - 12.2018
- Produced a standardized plan and documentation for franchises to follow for contract initiation, account set up, billing and merchant account framework for the platform and providing a single point of contact for onboarding
- Conducted multiple online training sessions while accommodating and displaying consideration of operational hours of stores across the contiguous US
- Provided all support for software installation, printer installation, troubleshooting, and use of the new platform
- Developed rapport with franchise directors and owners, building strong relationships based on trust and understanding of the platform
- Designed and shared educational content, leading to reduced expenses for supplemental training
- Coordinated, communicated, and executed rollout and launch of the stores to multiple contacts including the owners, stores, platform provider, senior level marketing, digital marketing team, and VP of Franchise relations creating an average additional $200K in sales revenue per month.
ENTERPRISE SOLUTION BA/QA
Global Restaurant Chain
01.2018 - 06.2018
- Concurrently operated as BA/QA for the custom Point of Sale program as well as all Enterprise applications utilized.
- Gathered requirements from stakeholders from all management levels across the business to determine their requests for development focused on targeted marketing and wasteful spending reductions
- Created solutions documents for stakeholder approval and communicated requirements and needs to development
- Provided professional communication on project progress via e-mail and Microsoft Teams
- Identified critical issues and provided recommendations through analysis, gained expertise of the platform, and presented time and labor cost saving solutions
- Managed the complete testing process for new feature implementation, including bug detection and concise reporting
ONLINE ORDERING IMPLEMENTATION
Global Restaurant Chain
08.2017 - 01.2018
- QA Analyst for the online ordering implementation project responsible for developing and executing test plans
- Executed end to end and user acceptance testing for new online ordering platform, resulting in $1.5 million increase in sales per month.
- Successfully ensured accuracy and integrity of online ordering process through execution of JSON scripts
- Created basic SQL queries for data mining and confirm accuracy
- Ensured accuracy and reliability of data transmission between enterprise solution and online ordering platform
PAYMENT GATEWAY
Global Restaurant Chain
06.2017 - 07.2017
- Led the development and execution of all test plans for the new payment gateway project as a Senior QA Analyst
- Safeguarded and upheld PCI DSS regulations
- Gathered information from various sources to develop test plans and documentation that adheres to PCI compliance standards.
- Executed end to end testing from the Point of Sale through the Payment Gateway and back to the reporting structure
BUSINESS ANALYST/PRODUCT OWNER
SERVICEMASTER, TERMINIX INTERNATIONAL
01.2000 - 01.2006
- Determined operational objectives by studying business functions and gathering information for Terminix International, a $1.1 billion subsidiary of ServiceMaster
- Evaluated end user feedback to align objectives with their needs
- Gathered, created, and documented business objectives for the Business Administration Team covering accounts receivable (AR), employee timekeeping and payroll, as well as daily operations reporting
- Utilized requirement analysis to design new system features and reports. Developed workflow charts, diagrams, and specifications
- Designed advanced AR reports for development on a customized AS/400 Java Application to deliver detailed analysis of aging and received payments for branch balancing purposes
- Streamlined UI features on customer accounts to enhance the usability of AR functions, including specific indicators for current, past due, and delinquent accounts
- Established standardized formatting for AS/400 system generated reports
- Monitored project progress through tracking activity, resolving problems, creating progress reports and recommending actions
- Increased efficiency of payroll submission and approvals by designing intuitive electronic interface for easy use by management and office managers
- Developed expertise in professional and technical skills through participation in educational workshops like The Art of Being Assertive, Steps for Highly Effective Negotiation, and Motivating Your Team by Rockhurst University seminars
- Worked alongside Service Team to create UI features and technical specifications for system's routing and scheduling enhancement.
- Optimized month end close UI, reducing the process from four screens with approvals to a single streamlined interface
- Enhanced layout and reduced redundancy in analyzed month end reports, resulting in a more pertinent and readable outcome
- Achieved project deliverables within defined scope in collaborative team environment
QUALITY ASSURANCE MANAGER
- Achieved success in managing and motivating a team of six full-time employees
- Collaborated on development plans while also conducting and documenting performance reviews
- Planned and executed AS/400 custom Java Application testing, ensuring adherence to committed delivery dates
- Designed and implemented standardized testing documents for test plans and deficiencies, ensuring compliance with SOX requirements.
- Developed comprehensive test cases, performed manual testing, and monitored defect resolutions with meticulous attention to detail
- Established uniform guidelines for conducting regression tests
- Assessed production metrics to determine operational and performance qualifications
- Empowered employees by involving them in decision-making processes related to their success, resulting in improved productivity.
QUALITY ASSURANCE ANALYST
- Crafted well-structured and comprehensive manual test plans for a custom Java Application
- Implemented effective plans to achieve desired outcomes.
- Documented successes and deficiencies of reports or system features through thorough analysis
- Successfully achieved all assigned deadlines
- Collaborated with development team to address and resolve defects or deficiencies
- Managed multiple projects concurrently and efficiently
SYSTEM SOFTWARE TRAINER
- Designed and delivered personalized training resources for AS/400 software, enabling the effective implementation and instruction of over 40 new hire trainers.
- Identified training gaps by assessing the needs of individuals or groups, and implemented targeted support
- Provided ongoing updates on system enhancements and advantages to the training team
Education
Associate of Occupational Science -
Le Cordon Bleu College of Culinary Arts
Tucker, GA 03-2016
Information Technology
Capella University
Skills
- Software Development Lifecycle
- Continuous Improvement
- Team Training
- Excellent researching skills
- Analytical mindset
- Problem-solving abilities
- Manual Testing
- Decision-Making
- Collaborative Team Player
- Scenarios and Use Cases
- Cross-Functional Team Collaboration
- Strong Problem Solver
- Web and Mobile Application QA
- Root Cause Analysis
Affiliations
International Institute of Business Analysis Member (IIBA)
Scrum Alliance Member
Certification
Certified Tester Foundation Level (CTFL), ISTQB 2017
Certified Tester Foundation Level, Agile Tester (CTFL-AT), ISTQB 2017
Certified Scrum Master, Scrum Alliance 2017
Additional Information
- Consumer Services Retail Technical specializations Quality Assurance Business Analysis Project Management Agile SDLC
Timeline
QA LEAD
Fortune 500 Home Security Provider
01.2019 - Current
FRANCHISE ONLINE ORDERING IMPLEMENTATION
Global Restaurant Chain
07.2018 - 12.2018
ENTERPRISE SOLUTION BA/QA
Global Restaurant Chain
01.2018 - 06.2018
ONLINE ORDERING IMPLEMENTATION
Global Restaurant Chain
08.2017 - 01.2018
PAYMENT GATEWAY
Global Restaurant Chain
06.2017 - 07.2017
BUSINESS ANALYST/PRODUCT OWNER
SERVICEMASTER, TERMINIX INTERNATIONAL
01.2000 - 01.2006
QUALITY ASSURANCE MANAGER
QUALITY ASSURANCE ANALYST
SYSTEM SOFTWARE TRAINER
Associate of Occupational Science -
Le Cordon Bleu College of Culinary Arts
Information Technology
Capella University
Certified Tester Foundation Level (CTFL), ISTQB 2017
Certified Tester Foundation Level, Agile Tester (CTFL-AT), ISTQB 2017
Certified Scrum Master, Scrum Alliance 2017
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