Electronic Investing Services Associate

06/2000 - present

Member of the redesigned IMCO Main Menu test team. Entered scenarios from test cases into test Web environment using PC and Mac machines running multiple browsers (Internet Explorer versions 5.5 and 6.0 plus Netscape 4.7 and 6.2). Created ad hoc tests. Validated correct Web pages and messages are displayed to member. Noted deviations from expected results and compared them to test cases. Discussed results with test team, Enterprise Business Operations and Enterprise Testing Solutions.

Took the initiative to do a study comparing the Investment Management Company's portion of usaa.com to the Web sites of Fidelity, Schwab, Vanguard, and E*Trade. The study examined the Investment Main Menus, navigation in the sites, trading pages, display of account information, quotes, watch lists and trading tours. The study noted differences, provided sample screen shots and made recommendations. Included in the study was a short SWOT analysis. The results are published as a Web page that is currently stored on the LAN in the Electronic Services drive.

Created the mission statement for the Electronic Services Unit -- "The mission of Electronic Services Unit (ESU) is to facilitate e-commerce between members, the Investment Management Company and USAA through testing and troubleshooting of applications which allow members to communicate their needs, request transactions and access account information."

Member of 529 College Plans test team. Entered scenarios from test cases into test Web enviroment using multiple browsers (Internet Explorer versions 5.5 and 6.0 plus Netscape 4.7 and 6.2). Created ad hoc tests. Also created ad hoc tests focused on reworked defects in the IMCO WebSphere Conversion project both in the test Web enviroment and post implementation in usaa.com. Validated correct Web pages and messages are displayed to member. Noted deviations from expected results and compared them to test cases. Discussed results with test team, Enterprise Business Operations and Enterprise Testing Solutions.

Member of IMCO EDD (Electronic Document Delivery) Project 2 test team. Entered scenarios from test cases into system via test Web environment and test Member Support Application (MSA). Created ad hoc tests. Validated the correct paper or electronic statements were received for each member number in the test. Also validated correct Web pages and messages are displayed to member. Noted deviations from expected results and comparing them to test cases. Discussed results with test team, IMCO e-Business Development and Enterprise Testing Solutions.

Member of Reward Shares Class Conversion test team for the USAA S&P 500 mutual fund. Entered scenarios from test cases into system via test Web environment. Created ad hoc tests. Validated correct Web pages and messages are displayed to member. Noted deviations from expected results and compared them to test cases. Discussed results with test team and Quality Management and Application Testing (QMAT).

Member of Mutual Fund Voice Response System (MFVRS) test team. Entered test cases into system via telephone, checked for deviation from expected response, noted defects, sent defect reports to team leader via Outlook, and discussed results of tests on new code and modifications with fellow team members. My experience in responding to member problems allowed me to develop additional test cases for scenarios that were not covered in the test cases prepared by Enterprise Testing.

Submitted several ideas leading to changes in proceedures and support systems.

Volunteered to be part of pilot program for on-line training program - smartforce.com - and SnagIt 5. Independently accessed applications, determined if they meet user requirements, such as business functions, tasks, and conditions, and then communicated findings to various teams.

Worked mutual fund Web transaction reports. Certified Web site mutual fund reject reports. Researched and analyzed discrepancies, called member when appropriate, warned and odoced accounts, contacted mutual fund operations to facilitate problem resolution.

Loaned to USAA Federal Savings Bank (FSB) Deposit Sales and Service 08/06/2001 through 09/10/2001. Assisted Deposit Sales and Service Representatives in handling members’ calls. Learned several of FSB’s systems: ALLTEL, PEP +, and COLD.

Updated Electronic Investing Services training manual. Opened Microsoft Binder, deleted material on Customer Support Application, and added material on new Member Service Application by creating new document in Word including screen prints captured by SnagIt32. In addition, assisted in developing material for avoidable calls section.

Performed ad hoc testing of systems - Voice Response and Web site - in response to member and sales representatives concerns. Determined if the systems are correctly responding and if the applications are continuing to meet user requirements. Should research and analysis determine modification is necessary, contacted managers, ESU Smart, Level 2, or the team working on the application with recommendation or a request for further research and analysis.

Assisted Electronic Services 3 (the Metro team) in responding to member e-mail.

Certified Training Counselor (CTC) for Electronic Investing Services.

Subject Matter Expert (SME) for IRAs.

Subject Matter Expert (SME) for EDD (Electronic Document Delivery)