Zach Kitterman
Senior Quality Assurance Analyst at Horizon Software International, LLC- Claim this Profile
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English -
Topline Score
Bio
Credentials
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Microsoft Certified Technology Specialist
-Aug, 2008- Nov, 2024
Experience
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Horizon Software International, LLC
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Software Development
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1 - 100 Employee
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Senior Quality Assurance Analyst
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Apr 2018 - Present
- Create and execute test plans and test cases to evaluate and investigate applications.- Assist support team by investigating defects and troubleshooting escalated issues.- Write and execute queries in SQL to help address support issue.- Perform validation of defects and testing stories.- Write and execute test plans.- Participate in planning and grooming with product management.
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Support Analyst
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May 2013 - Present
Support Analyst for MyPaymentsPlus.- Provide support for MyPaymentsPlus user interface via phone, e-mail and chat services.- Support and training for institutions using reporting features, setting up fees and activities, and other administrator console tasks.- Perform installations of MyPaymentsPlus web services and integration components.- Troubleshoot IIS, and ASP.net for Web service.- Troubleshoot databases in Microsoft SQL Server
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Sage
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United Kingdom
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Software Development
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700 & Above Employee
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Technical Support
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Sep 2008 - May 2013
- Knowledge Centered Support (KCS) Certified for Knowledge Article Creation. - KCS Coach for training other analyst to become certified. - Knowledgebase article creator/writer using HTML and RightNow Web. - Knowledgebase article creator/writer using Atlas. - Manage publicly visible and internal knowledgebase articles. - Fulfill custom management requests for customer onboarding documentation. - Moderating and technical assistance on community forum. - Provide high level assistance for unresolved customer issues. - Perform supervisor and manager requested callbacks for customer retention. - External chat assistance for Sage ACT! and Sage E-marketing (Swiftpage). - Internal chat assistance for tier 1 analysts. - Worked with Sage ACT! Community Moderators to identify usable knowledge to be incorporated into the Knowledgebase. Show less
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Education
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2008 - 2008
ComputerTraining.edu
Microsoft Certified Technology Specialist -
2006 - 2007
Valdosta State University
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2002 - 2006
South Gwinnett High School
High School
Community
