Vi Diep
Falls Church
Summary
Seasoned QA Engineer with a proven track record at IBM, enhancing software quality through meticulous end-to-end testing and regression analysis. Leveraging expertise in Salesforce and Agile methodologies, I excel in cross-functional team collaboration and problem-solving, significantly improving project outcomes.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Business Transformation
VA VICCS, Veterans Benefits Administration
08.2024 - Current
- Platform (BTP) Regression Team Support
- IBM and the Veterans Benefits Administration (VBA) are collaborating to develop a cutting-edge, scalable platform for automation and business processing services
- The objective of this partnership is to further enhance the delivery of benefits to Veterans and their families by leveraging IBM's industry- leading expertise
- The resulting automation services platform will enable seamless interactions with VA and third-party services, automating benefits processing across all VBA business lines, as well as with other VA entities, including the Veterans Health Administration, National Cemetery
- Administration, and Board of Veterans' Appeals, and other federal agencies, subject to VBA approval
- The Regression Team Support will be responsible for doing regression checks both in the lower and production environments of a complex automation platform
- Contribution
- As a seasoned Regression Tester, I am committed to delivering high-quality results in ensuring the reliability and integrity of software applications
- In my capacity, I am responsible for conducting comprehensive testing of software applications, including identifying and reporting defects, to verify that changes made to the code do not introduce new issues or compromise existing functionality
- My areas of expertise include: Blue Works Live: I have extensive experience testing and verifying the functionality of Blue Works Live, ensuring seamless performance and reliability
- Mail Automation System (MAS): I have developed and executed thorough testing plans for the Mail Automation System, identifying and resolving defects to ensure efficient and accurate processing
- Military Sexual Trauma (MST): I have applied my testing expertise to the
- Military Sexual Trauma system, verifying the accuracy and reliability of its functionality to support the needs of military personnel
- Through my work, I have demonstrated a strong understanding of software testing methodologies and a keen attention to detail, consistently delivering high-quality results that meet the highest standards of excellence.
QA Engineer/ Test Analyst
International Business Machines, IBM
12.2018 - Current
- Supported successful product launches by conducting extensive pre-release testing and validation activities
- Established effective communication channels between QA, development, and project management teams to foster a collaborative working environment focused on delivering high-quality products
- Collaborated with developers and project managers to assess program capabilities, features, and testing demands
- Managed bug tracking systems, ensuring timely resolution of reported issues
Qualtiy Assurance Engineer
International Business Machines
07.2024 - 08.2024
- Project name: Bench Management Application List and Shortfall Tracker (BLAST)
- The IBM Baton Rouge Client Innovation Center is a leading consulting solutions provider, offering a range of IT services to clients
- With a large team of consultants, effective management of bench resources is critical to maximize resource utilization and maintain profitability
- To address this challenge, the
- IBM Baton Rouge CIC is developing a innovative solution called BLAST (Bench
- Management Application List and Shortfall Tracker)
- BLAST is designed to optimize bench resource management, enabling the team to efficiently track and allocate resources, and identify potential shortfalls
- By leveraging BLAST, the IBM Baton Rouge CIC aims to enhance its operational efficiency, improve resource utilization, and drive business growth
- Contribution
- As a quality assurance engineer/tester, my responsibilities consist of: Test Case Development: Create test cases based on requirements, user stories, or design documents to ensure thorough testing of the application
- Test Data Management: Create and manage test data to support testing, including data setup, data validation, and data teardown
- Test Environment Setup: Set up and configure the test environment, including hardware, software, and network configurations
- Test Execution: Execute manual tests, following the test cases and test scripts, and report defects or issues found during testing.Defect Reporting: Identify, report, and track defects or issues found during testing, using a defect tracking system
- Defect Verification: Verify defects or issues reported by other team members to ensure they are valid and reproducible
- Test Result Analysis: Analyze test results, identify trends, and provide recommendations for improvement
- Test Script Maintenance: Maintain and update test scripts and test cases to ensure they are relevant and accurate
- Collaboration: Collaborate with cross-functional teams, including development, product management, and design, to ensure testing is aligned with project goals
- Communication: Communicate testing plans, results, and defects to stakeholders, including project managers, developers, and product owners
- Process Improvement: Identify areas for process improvement and suggest changes to improve testing efficiency and effectiveness
- Testing Standards: Ensure testing is conducted in accordance with industry standards, best practices, and company policies
- Exploratory Testing: Perform exploratory testing to identify issues that may not be caught through scripted testing
- Usability Testing: Perform usability testing to identify issues related to user experience and interface
- Documentation: Maintain accurate and up-to-date documentation of testing activities, results, and defects.
Consultant III & QA Engineer
Justice Victim's Commission Fund
06.2022 - 05.2024
QA Engineer
Talent Acquisitions, American Airlines
01.2022 - 06.2022
- As a tester, my responsibilities included:
- Developing an average of 3-5 testing scenarios per sprint to ensure comprehensive coverage of the MyVCF Website's functionality
- Executing these scenarios, including both happy and negative paths, to identify defects and errors
- Conducting smoke testing and regression testing to verify that scripts were functioning correctly with new functionality upgrades
- Testing the website in both external and internal environments to ensure consistency and quality
- Working in multiple testing environments to simulate different user experiences and identify potential issues
- Utilizing Salesforce in the developer's environment to facilitate testing and collaboration
- Leveraging Salesforce in the QA environment for regression testing and end- to-end testing to ensure seamless functionality
- Providing screenshots of testing scenarios and errors to the team's channel, ensuring that all stakeholders were aware of any issues and could collaborate on resolutions
- American Airlines Talent Acquisition's Team
- Assist team leads with perspective candidates who are trying to get hired, rehired with American Airlines with part time and full-time position nationwide, since Covid caused many to be lay off
- Contribution
- With COVID-19, American Airlines needed assistance with their returning employees
- These employees consist of furloughed, transfers, and new hires with their Onboarding Process
- Also, some employees decided to take an early retirement with incentives
- My responsibilities consisted of Traveling to location spot assisting with the hiring events
- Assist with the Talent Acquisition's team with new candidates applying for new positions in American Airlines
- Making calls to perspective candidates on completing their online application (profiles) and assessments
- Assisting with the onboarding process
- Taking the position of team lead to help colleagues on the project.
Test Specialist
T-Mobile USA INC
05.2021 - 10.2021
- Project name: SAP-TMO & T-Mobile Tetra
- SAP-TMO stands for SAP Telecom Management Operations
- It's a software solution designed for telecom operators to manage their operations, including network infrastructure, customer relationships, and business processes
- SAP-TMO is built on top of the SAP ERP (Enterprise Resource Planning) system and provides a comprehensive platform for telecom operators to manage their entire business, from network planning and deployment to customer service and billing
- T-Mobile Tetra is a project or system used by T-Mobile, a telecommunications company, to manage their network operations and services
- Tetra is a platform or system used by T-Mobile to manage their testing and quality assurance processes
- Contribution
- Digital Lifecycle Management (DLM) Team Collaboration
- I worked closely with the DLM teams to ensure seamless collaboration and effective testing processes
- My key responsibilities included: Requirements Analysis: I analyzed user stories, use cases, and requirements to validate their feasibility and ensure they met the necessary standards
- Cross-Functional Collaboration: I worked closely with various team members and departments within IBM and T-Mobile to ensure alignment and effective communication
- Automation Scripting: I designed and developed automation scripts as needed to improve testing efficiency and accuracy
- Testing Execution: I executed different levels of testing in various environments as instructed, ensuring thorough coverage and quality assurance
- Tetra Team Communication
- I was selected as the primary distributor of information to testers in Tetra, responsible for: Information Dissemination: I shared daily and forthcoming information with
- IBM test team members, ensuring they were well-informed and up to date
- Backup Listener: I attended important meetings with clients as a backup listener, providing additional support and sharing information with the IBM management team.
Talent Coordinator
American Airlines, GPS
01.2021 - 04.2021
- Project name: American Airlines Staff Augmentation - CIC
- American Airlines HR Support
- American Airlines HR team, which played a critical role in hiring and rehiring individuals affected by the COVID-19 pandemic
- Our efforts focused on supporting the airline's workforce during a challenging time, ensuring that we had the necessary staff to maintain operations while prioritizing employee safety and well-being
- Contribution
- American Airlines Onboarding Process Support
- During the COVID-19 pandemic, American Airlines required assistance with their returning employees, including furloughed, transferred, and new hires
- Additionally, some employees opted for early retirement with incentives
- To support this effort, I played a key role in the onboarding process, ensuring a seamless transition for these employees
- My responsibilities included:
- Safeguarding sensitive data and client information to maintain confidentiality and security
- Facilitating the setup of fingerprints for employees, ensuring compliance with company policies
- Coordinating drug screens and background checks, verifying the eligibility of candidates
- Working extended hours, including 45-hour weeks and alternate weekends, to meet the demands of the onboarding process and ensure timely completion
- Verifying and updating employee profiles within the system through outbound calls to clients, ensuring accuracy and efficiency
- Developing an organization chart to track calls attempted, made, accepted, and rejected, providing valuable insights to optimize the onboarding process for
- American Airlines candidates
- Key Responsibilities
- Hiring and Rehiring: I worked on hiring and rehiring initiatives to replenish the workforce, addressing the impact of COVID-19 on the employee base
- Supporting Business Operations: Our team's efforts ensured that American
- Airlines could continue to operate efficiently, despite the challenges posed by the pandemic
- This experience highlights my ability to work in a fast-paced, dynamic environment and contribute to the success of American Airlines travel industry.
HCT Team Project
UPS
02.2020 - 12.2020
- Project name: UPS HCT Team
- UPS, I was part of the UPS HCT team, where we focused on testing the functionality and developing automation scripts for a new application feature
- This innovative feature enabled UPS packages to be delivered to alternative locations, such as neighbors' homes or retail stores, similar to a drop box service
- This project aimed to provide customers with greater flexibility and convenience in receiving their UPS packages, while also enhancing the overall delivery experience
- Contribution
- Workday Delivery System Testing
- I was involved in testing scenarios for the delivery system migration from
- Peoplesoft to Workday, ensuring all functionalities were properly configured across various system components
- The UPS HCT Team tested the functionality and created automation scripts for the new app functionality, that allowed UPS packages to be delivered to neighbors and stores, i.e
- Like drop box
- Project Objectives:
- The project objectives included: Manual Testing: Executing manual testing of the software to identify defects and ensure quality
- Test Script Development: Writing test scripts for integrations to verify seamless interactions between systems
- Test Case Evaluation: Determining whether test cases passed or failed and documenting the results
- Proof of Completion: Providing screenshots as proof of completed test scripts
- Cross-Browser Testing: Testing three versions of the website (Chrome
- Firefox, and MS Edge) to ensure accuracy and consistency across different browsers
- Collaboration and Real-Time Work
- I worked closely with colleagues to ensure the client's needs were met, and all work was done in real-time to meet the project's timelines and objectives.
Test Lead
TriWest Healthcare Alliance
10.2019 - 01.2020
- Project name: TriWest Salesforce
- Tested software for use with Veteran Affairs Healthcare System
- Made sure all functionalities were configured for the system using ApTtus functions and various component functionalities
- The Project Objectives consisted of: Created Test Plans
- Manual Testing in the Apttus Software
- Created test scenarios and wrote test scripts for the many User Stories
- Determining if test cases pass or fail Testing scripts in the developer's and QA environment
- Providing proof (screenshots and url's) of scripts completed Testing three version of the website for accuracy (Chrome, Firefox and MS
- Edge)
- Contract Life-Cycle Management User Acceptance Testing Salesforce was using while in the QA environment
- Regression Testing while using Salesforce in the Apttus Software site
- All work was completed in real time
- Contribution
- Assisted IBMers and government employees with testing the different test scenarios provided regression testing for end-to-end testing.
Test Specialist
Florida Safe Families Network
01.2019 - 09.2019
- Project name: Florida Safe Families Network (FSFN)
- FSFN stands for Florida Safe Families Network
- It appears to be a system or organization that provides resources and support for families in Florida, with a focus on safety and well-being
- Aided in the testing of an upgraded website for the Florida Safe Families
- Network system
- Contribution
- Testing Contributions: Ensured Website Quality: Thoroughly tested the website to identify and report defects, ensuring a high-quality user experience for FSFN's clients and stakeholders
- Improved User Experience: Verified that the website's functionality, navigation, and content met the required standards, enhancing the overall user experience
- Identified and Resolved Defects: Detected and reported defects, enabling the development team to resolve issues and improve the website's stability and performance
- Enhanced Website Security: Tested the website's security features, ensuring that sensitive information was protected, and vulnerabilities were addressed
- By testing and upgrading the FSFN website, you contributed to the development of a high-quality, user-friendly, and accessible online platform that effectively serves the needs of FSFN's clients and stakeholders.
Information Technology Initiatives Manager
Southern University A & M College
06.2006 - 10.2008
- Aided in designing and facilitating the training for all employees identified by the
- Office of Information Technology and guided the IT security staff
- Develop and administer system and information ownership, information and data classification guidelines standards, procedures, and policy
- Develop, establish, and maintain standards, procedures, and guidelines to promote computer systems' security and uninterrupted operation at the VA
- Medical Center, Baltimore
- Identify and address exposures to accidental or intentional destruction, disclosure, modification, or interruption of information that may cause the medical center's financial and information loss
- Assisted with the protection of the multiple VA Medical Centers assets and information
- Identifying security risks to the agency and evaluating and recommending appropriate security measures from a strategic perspective will help management understand the risks and the need to reduce them to acceptable levels
- Managing local information security programs and providing training
- Spearheaded cybersecurity awareness training programs for employees, fostering a culture of security conscious behavior across the company
- Monitored computer virus reports to determine when to update virus protection systems
- Ensured consistent application of security best practices throughout software development life cycles by collaborating closely with development teams on secure coding techniques and tools
- Conducted risk assessments for critical business processes, identifying areas requiring additional safeguards or procedural improvements
- Managed incident response activities, successfully containing and promptly remediating multiple cyber threats
- Conducted security audits to identify vulnerabilities
- Reviewed violations of computer security procedures and developed mitigation plans
- Developed comprehensive information security policies for the organization, ensuring compliance with industry best practices
- Championed adopting a risk-based approach to cybersecurity investments, optimizing resource allocation while maintaining an acceptable level of overall risk exposure
- Developing and implementing an overall information security program to protect the company against security breaches and vulnerability issues
- Conducting a comprehensive risk assessment and defining mitigation measures
- Ensuring the organization is in compliance with the regulatory requirements related to information security
- Maintaining relationships with local, state and federal law enforcement and other related government agencies
- Overseeing incident response planning as well as the investigation of security breaches and assisting with disciplinary and legal matters associated with such breaches
- Implementing and running regular staff training sessions on information security awareness and procedures
- Reviewing, analyzing and delivering data on security incidents
- Developing strategies to handle security incidents and trigger investigations
- Managing the day-to-day information security operations
- Keeping up to date with the latest security systems, standards, authentication protocols, and products
- IT Emergency Respondent:
- Used ticketing systems to manage and process support actions and requests
- Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency
- Provided Tier 1 IT support to non-technical internal users through desk-side support services
- Resolved escalated issues by serving as subject matter expert on wide-ranging topics
- Loaded software, granted permissions, and configured hardware for new employees as part of the onboarding process
- Optimized network performance with regular maintenance checks, software updates, and hardware upgrades
- Answered questions and provided information to customers about new software or hardware
- Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance
- Managed hardware inventory, ensuring proper allocation of resources and prompt replacement of outdated equipment
- My duties as an IT Initiative's Manager were comprised of the following:
- Spearheaded the adoption of best practices in IT service management through regular reviews and audits of existing processes, ensuring compliance with industry standards such as ITIL or COBIT frameworks
- Managed and motivated employees to be productive and engaged in work
- Accomplished multiple tasks within established timeframes
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery
- Resolved staff member conflicts, actively listened to concerns, and found appropriate middle ground
- Maximized performance by monitoring daily activities and mentoring team members
- Onboard new employees with training and new hire documentation
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities
- Improved safety procedures to create safe working conditions for workers
- Achieved departmental goals by developing and executing strategic plans and performance metrics
- Managed budgets effectively, ensuring optimal financial performance while investing necessary resources for business growth
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through the implementation of appropriate solutions
- Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds
- Implemented innovative marketing campaigns that boosted brand awareness and generated significant sales leads
- Enhanced system efficiency by implementing process improvements and automation for IT service management tasks
Tier II Technical Support
AT & T
01.2003 - 06.2006
- Relocated individuals cell phone numbers throughout the United States, along with US territories
- Responsible for help desk phone support, desk-side technical support and bench-top diagnosis and repair
- Responsible for trouble tickets; and escalated ticket problems as need to lead or manager
- Responsible overseeing help desk activities; providing mainframe menu, account support, and coordinating device files for software applications
- Assignment history
Practitioner, QA Engineer
IBM IGNITE
01.2019
- Analytical Thinking
- Key courses and training
- Agile, Explorer
- Jira/Zephr
- ClearQuest
- Rational Quality Management (RQM)
- Cyber Security Professional IBM Apprentice Program
- IBM Security Information Principals and Enterprises
- Cyber Security: Architectural Thinking for Security
- IBM Automation
- Cognitive Security
- Manage and Secure Endpoints
- Cyber Security Incident for IBM PEs and DPEs
- Security Operations and Response
- Microservices and Cloud Migration
- Time Management
- Manage user and Their Rights
- Identify and Protect Most Important Assets
- Combinatorial Test Design
- Ignite Membership
- Military Friendly
- Enterprise Design Thinking
- Journey to the Cloud
- IBM Garage Methodology
- IBM Cloud and Cognitive Software
- Quantum Computing
- Quantum Conversation
- Quality Engineering
- Postman
- Industry Standards: (Education, Healthcare, Media & Entertainment, Banking
- Aerospace & Defense, Financial Markets, Government, Garage, and Quantum
- Conversations)
- Hadoop & Big Data Foundations
Education
Masters of Business Administration - Business Administration; Technology & Management
University of Phoenix
US01.2003
Bachelor of Science - Marketing
Southern University A & M College
US01.1996
Skills
- Salesforce
- SharePoint
- Agile Methodologies
- Software Quality Assurance
- Jira & Bug Tracking and Resolution
- Functional Testing
- Smoke Testing
- Regression Testing
- Manual Testing
- End-to-End Testing
- Writing Test Cases/Scenarios
- Cross-Functional Team Collaboration
- Communication
- Research
- Attention to Detail
- Problem-Solving
Affiliations
- Louisiana Academy of Science, Member
- IBM Pathways in Technology Early College High School (PTech), Volunteer & Member
- InfraGard, member
- MBA Society, member
- National Black MBA Association, member
Certification
- Combinatorial Test Design (CTD) Certification
- IBM Ignite Test Design & Modeling Certification
- Technical Specialist Level 1 Certification
- Technical Specialist Level 2 Certification
- Oracle Cloud Infrastructure 2022 Certified Foundations Associate Certification
- Oracle Cloud Infrastructure 2023 Certified Foundations Associate Certification
- Oracle Cloud 2023 A.I. Infrastructure Certified Foundations Associate Certification
- Generative A.I. and WatsonX for IBM Consulting
- WatsonX - AI Foundation (Badge)
- IBM WatsonX - Essentials (Badge)
- Agile Explorer (Badge)
- Ignite Membership (Badge)
- Combinatorial Test Design (Badge)
- Enterprise Design Thinking Practitioner's (Badge)
- IoT Maximo Introduction and Overviews [Reporting Capabilities & KPI, Organization, Management (Badge)
- IBM Quantum-Safe Conversations (Badge)
- IBM Garage Foundation (Badge)
- IBM Garage Seller for Services (Badge)
- IBM Garage Essentials (Badge)
- Digital Experience Framework (Badge)
- IBM Volunteer 'Right Time, Right Place, Change the World'
- IBM Quality Engineering Foundations (Badge)
Languages
English, Fluent
Community Service
- Holy Family Catholic School (Port Allen, Louisiana)
- Pathways in Technology Early College High School (Volunteer) at Tara High School, (Baton Rouge, Louisiana)
- IBM STEM Program at Southern University Laboratory High School, (Baton Rouge, Louisiana)
- Sweet Olive Cemetery Clean Up, (Baton Rouge, Louisiana)
- Baton Rouge Clean Up (Baton Rouge, Louisiana)
- IBM at Nicholl State University, (Thibodaux, Louisiana)
- IBM at Baton Rouge Community College, (Baton Rouge, Louisiana)
Assignment History
- VA VICCS Regression Team Support, Department of Veteran Affairs/ Veteran Benefits Administration, United States, 08/01/24, Present, IBM and the Veterans Benefits Administration (VBA) are collaborating to develop a cutting-edge, scalable platform for automation and business processing services. The objective of this partnership is to further enhance the delivery of benefits to Veterans and their families by leveraging IBM's industry-leading expertise.
- Qualtiy Assurance Engineer, International Business Machines, United States, 07/01/24, 08/01/24, The IBM Baton Rouge Client Innovation Center is a leading consulting solutions provider, offering a range of IT services to clients.
- Consultant III & QA Engineer, Department of Justice Victim's Commission Fund, United States, 06/01/22, 05/01/24, The DOJ (Department of Justice) Victims Compensation Fund is a program established by the U.S. government to provide financial assistance to victims of crime.
- Talent Acquisitions, American Airlines, Philippines, 01/01/22, 06/01/22, Assist team leads with perspective candidates who are trying to get hired, rehired with American Airlines with part time and full-time position nationwide.
- Test Specialist, T-Mobile USA INC, United States, 05/01/21, 10/01/21, SAP-TMO stands for SAP Telecom Management Operations.
- Talent Coordinator, American Airlines (GPS Ph), Philippines, 01/01/21, 04/01/21, American Airlines HR Support.
- QA Engineer, UPS, United States, 02/01/20, 12/01/20, I was part of the UPS HCT team, where we focused on testing the functionality and developing automation scripts for a new application feature.
- Test Lead, TriWest Healthcare Alliance, United States, 10/01/19, 01/01/20, Tested software for use with Veteran Affairs Healthcare System.
- Test Specialist - Custom Applications, Florida Safe Families Network, United States, 01/01/19, 09/01/19, Aided in the testing of an upgraded website for the Florida Safe Families Network system.
Digital Credentials
- Government Insights and Solutions (Bronze), 2024
- IBM Generative AI Foundations, 2024
- Oracle Cloud Application Foundation Certified Implementation Specialist, 2024
- Oracle Cloud Infrastructure 2023 Certified AI Foundations Associate, 2024
- ISTQB Advanced Level Test Automation Engineer, 2024
- IBM Quality Engineering Foundations, 2023
- Aerospace and Defense Industry Jumpstart, 2021
- Healthcare Industry Jumpstart, 2020
- Government Industry Jumpstart, 2019
- IBM IGNITE - Membership, 2019
Timeline
Business Transformation
VA VICCS, Veterans Benefits Administration
08.2024 - Current
Qualtiy Assurance Engineer
International Business Machines
07.2024 - 08.2024
Consultant III & QA Engineer
Justice Victim's Commission Fund
06.2022 - 05.2024
QA Engineer
Talent Acquisitions, American Airlines
01.2022 - 06.2022
Test Specialist
T-Mobile USA INC
05.2021 - 10.2021
Talent Coordinator
American Airlines, GPS
01.2021 - 04.2021
HCT Team Project
UPS
02.2020 - 12.2020
Test Lead
TriWest Healthcare Alliance
10.2019 - 01.2020
Test Specialist
Florida Safe Families Network
01.2019 - 09.2019
Practitioner, QA Engineer
IBM IGNITE
01.2019
QA Engineer/ Test Analyst
International Business Machines, IBM
12.2018 - Current
Information Technology Initiatives Manager
Southern University A & M College
06.2006 - 10.2008
Tier II Technical Support
AT & T
01.2003 - 06.2006
Masters of Business Administration - Business Administration; Technology & Management
University of Phoenix
Bachelor of Science - Marketing
Southern University A & M College
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