Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
Generic

Joseph Gorman

Business Test Analyst
Glasgow

Summary

Dynamic Software Tester with experience writing test scripts, debugging and implementing manual tests to help applications run smoothly. Collaborates with software team in continuous build and deployment process. Excels at learning new software tools and best practices in software quality control & assurance.

Overview

11
11
years of professional experience
4
4
years of post-secondary education
1
1
Certification
2
2
Languages

Work History

Business Test Analyst

AXA
Glasgow
12.2017 - Current
  • Collaborated with QA team to test software quality through manual and automated testing.
  • Wrote and optimized test cases to maximize success of manual software testing with consistent, thorough approaches.
  • Assisted team with development of web-based applications in Agile environment.
  • Stress tested security fixes and patches.
  • Carried out tests to identify, report and repair bugs and glitches.
  • Collaborated with product owners to stay current on intended functionality.
  • Assessed software bugs and compiled findings along with suggested resolutions for development team members.
  • Coordinated work with various teams to solve problems and improve efficiency for software testing and automation.
  • Completed in-depth usability testing on Windows, Android and iOS mobile devices.
  • Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.

Senior Resource Manager

AXA
Glasgow
12.2011 - 12.2017
  • Managed the Resource, Capacity & Planning team ensuring that the processes and procedures that I implemented were being adhered to
  • Responsible for the maintenance of Telephony including call routing & IVRs, MI, and SLAs
  • For 4 years led the set up of the centre as a designated site for Comic Relief telephone pledges.
  • Managed team consisting of Resource Analysts and Real Time Analysts.
  • Implemented Real Time management processes.
  • Integrated live chat & email channels into planning and Real Time.
  • Built and maintained tactical and strategic forecasting models.
  • Led the Global RFP program to select our Telephony provider for the next 5 years.
  • Scheduling for over 150+ FTE over a variety of shift patterns/flexible working patterns.
  • Management of telephony, emails and live chat SLAs.
  • Daily, weekly & monthly reviews of forecast vs actual performance with senior management.
  • Proposed improvements to drive efficiencies.

Education

Bachelor of Arts - Business Managament

Glasgow Caledonian University
Glasgow
08.2003 - 05.2007

Skills

Requirements gathering

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Certification

ISTQB foundation level

Interests

Music

Sport

Travel

Reading

Timeline

ISTQB foundation level

05-2023

Business Test Analyst

AXA
12.2017 - Current

Senior Resource Manager

AXA
12.2011 - 12.2017

Bachelor of Arts - Business Managament

Glasgow Caledonian University
08.2003 - 05.2007

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Joseph GormanBusiness Test Analyst