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With over 15 years of experience in Quality Assurance, I have developed a passion for ensuring software quality and efficiency. My career has seen me navigate both Agile and Waterfall methodologies, collaboring closely with cross-functional teams to drive the delivery of high-quality products. I thrive in fast-paced environments, consistently achieving successful outcomes while addressing the challenges of evolving project requirements. I take pride in mentoring others, sharing my knowledge, and leading teams toward our common goals. In my recent role as an IT Operations Analyst at Frontier Communications, I've spearheaded several initiatives that significantly reduced ticket resolution time and enhanced the collaboration between teams. I'm dedicated to continuous improvement and am always looking for ways to optimize processes while supporting my colleagues and contributing to overall project success.…With over 15 years of experience in Quality Assurance, I have developed a passion for ensuring software quality and efficiency. My career has seen me navigate both Agile and Waterfall methodologies, collaboring closely with cross-functional teams to drive the delivery of high-quality products. I thrive in fast-paced environments, consistently achieving successful outcomes while addressing the challenges of evolving project requirements. I take pride in mentoring others, sharing my knowledge, and leading teams toward our common goals. In my recent role as an IT Operations Analyst at Frontier Communications, I've spearheaded several initiatives that significantly reduced ticket resolution time and enhanced the collaboration between teams. I'm dedicated to continuous improvement and am always looking for ways to optimize processes while supporting my colleagues and contributing to overall project success.

Tachana Dunham

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With over 15 years of experience in Quality Assurance, I have developed a passion for ensuring software quality and efficiency. My career has seen me navigate both Agile and Waterfall methodologies, collaboring closely with cross-functional teams to drive the delivery of high-quality products. I thrive in fast-paced environments, consistently achieving successful outcomes while addressing the challenges of evolving project requirements. I take pride in mentoring others, sharing my knowledge, and leading teams toward our common goals. In my recent role as an IT Operations Analyst at Frontier Communications, I've spearheaded several initiatives that significantly reduced ticket resolution time and enhanced the collaboration between teams. I'm dedicated to continuous improvement and am always looking for ways to optimize processes while supporting my colleagues and contributing to overall project success.…With over 15 years of experience in Quality Assurance, I have developed a passion for ensuring software quality and efficiency. My career has seen me navigate both Agile and Waterfall methodologies, collaboring closely with cross-functional teams to drive the delivery of high-quality products. I thrive in fast-paced environments, consistently achieving successful outcomes while addressing the challenges of evolving project requirements. I take pride in mentoring others, sharing my knowledge, and leading teams toward our common goals. In my recent role as an IT Operations Analyst at Frontier Communications, I've spearheaded several initiatives that significantly reduced ticket resolution time and enhanced the collaboration between teams. I'm dedicated to continuous improvement and am always looking for ways to optimize processes while supporting my colleagues and contributing to overall project success.

Available to hire

With over 15 years of experience in Quality Assurance, I have developed a passion for ensuring software quality and efficiency. My career has seen me navigate both Agile and Waterfall methodologies, collaboring closely with cross-functional teams to drive the delivery of high-quality products. I thrive in fast-paced environments, consistently achieving successful outcomes while addressing the challenges of evolving project requirements. I take pride in mentoring others, sharing my knowledge, and leading teams toward our common goals.
In my recent role as an IT Operations Analyst at Frontier Communications, I’ve spearheaded several initiatives that significantly reduced ticket resolution time and enhanced the collaboration between teams. I’m dedicated to continuous improvement and am always looking for ways to optimize processes while supporting my colleagues and contributing to overall project success.

Skills

Jira

Salesforce

SQL

Experience Level

Jira

Expert

Salesforce

Expert

SQL

Expert

Work Experience

IT Operations Analyst/Systems Engineer II at Frontier Communications, Inc.

April 1, 2022 - Present

Spearheaded the creation of a new triage team, reducing average ticket resolution time by 40% and improving collaboration between developers and agents. Managed triage/bug resolution for four applications while training peers on processes. Pioneered a new triage process for the Kore-SmartAssist platform, saving development team hours per day and enhancing focus on ongoing projects.

Sr. Quality Assurance Test Analyst at Frontier Communications, Inc.

January 1, 2011 - April 1, 2022

Led manual testing efforts across various platforms, ensuring that all software met predefined project requirements. Worked collaboratively with project managers and development teams to achieve accurate and thorough testing processes, improving on-time delivery by 15%. Engaged in regression and smoke tests to maintain system stability before release.

QA System Analyst at Bank of America, Inc.

January 1, 2010 - December 1, 2010

Focused on Tax Audit System Testing, performing QA testing for applications related to H&R Block and Turbo Tax. Maintained rigorous standards for testing and bug tracking using Jira to ensure that projects met documentation requirements on schedule.

Call Center Agent/Quality Assurance Test Analyst at Frontier Communications, Inc.

June 1, 2002 - January 1, 2010

Provided excellent customer service while assisting with service setups and resolution of collection issues. Developed test plans and scripts to validate project requirements, ensuring thorough testing within tight deadlines.