Keith Baggett

Spring Hill, TN

currently: Job hunting

Keith has 2 recommendations and 2 contacts.

Work history

Integra Software Systems October 1999 to January 2008
QA Analyst

tags: • • • • • •

How would you describe your time at Integra Software Systems?

Responsibilities:
Technical Writer -----
...Using RoboHelp I created an extensive online and hardcopy Help System covering many different applications and technologies. The system is still in use today.
...Was responsible for the creation and proofing of the Help System as well as the delivery of the product to the Client base. Continually updating the Help System and training Clients on how to use it.
Support ----
...Was at first a one-man Support Team, responsible for taking calls and emails from Clients regarding the company's applications. I answered all questions/problems that could be answered without intervention from the Development Department.
...I was responsible for tracking every problem from inception to completion. I interacted with Developers to obtain required information and created and tracked tickets for problems that could not be solved without development.
...Maintained an extensive bug tracking system and Support knowledge base.
QA Analyst ----
...Functional Testing
Using AQDevTeam I wrote manual testing scripts to be used by the QA Department, as well as the Development Department. With each weekly or monthly release, all appropriate test scripts were executed and all defects were reported to the Development Department and also tracked in the DevTeam software.
..Enhancement Testing
Enhancements were not only tested for defects, but also for determining if they met project specifications. Another aspect of enhancement testing was to ensure that they did not adversely affect other areas of the system.
..Defect Testing
When a defect was confirmed by Support, a ticket was created. Tickets were assigned to QA where I would write a comprehensive manual script to be used by the Developers for regression testing. Once the defect was fixed, QA would perform functional testing of the patch.
...Departmental Interaction
Many times while testing a patch or enhancement it was necessary to work closely with the Developers, to share ideas and knowledge, and to ensure a smooth workflow.
...Automated Testing
Using AutomatedQA's TestComplete software I was periodically responsible for running pre-existing automated test scripts. I also have limited experience creating automated scripts. These automated scripts simulated real-world User interaction with the different software programs and were invaluable for finding newly created defects in the software.... read more
Dialogic Communications September 1998 to September 1999
Application Support

tags: • •

How would you describe your time at Dialogic Communications?

I was a member of DCC's Support Team, providing phone and email support for their two main applications: "Communicator", and Voice Actuated Systems. "Communicator" is a phone-based emergency call-out system, used by the Military, the World Bank, NASA (to name a few large companies) and hundreds of other companies. The voice actuated systems are at use in many of today's cable TV operations. Both systems utilize Voice Over IP technology. Our team was responsible for assisting new Clients in setting up and using the applications, as well as maintaining a large Client support base.

Responsibilities:
* Using HEAT I helped create and maintain a knowledgebase to support the Clients and to assist new Support members in learning the software.
* HEAT was also used to track support calls and emails.
* General rules of Voice Over IP, modems, and IP protocols were required.
* Once a support case was assigned to a Support member, that member became responsible for the case for the duration. This could include escalating the case to the Development Department and then the Testing Department.... read more
austin peay state university June 1991 to October 1997
Computer Labs Supervisor

tags: • • •

How would you describe your time at austin peay state university?

As a campus computer lab Supervisor I was responsible for maintaining the hours and personnel to keep the labs open and functioning for the students. I oversaw the training of the students in basic computer and English skills.

Responsibilities:
* Oversaw and assisted up to 30 students per hour in learning computer and English skills.
* Had great ability to deal with new, anxious and sometimes developmentally challenged students (through the school's Developmental Studies program).
* Knowledge of computer, printer, and related hardware was essential.
* Responsible for ordering and maintaining supplies.... read more

Education

Austin Peay Sate University June 1989 to October 1997
English

tags:

How would you describe your time at Austin Peay Sate University?

I finally graduated in October of '97 after having gone to school part-time for many years. I worked my way through school and consider those days some of my hardest, yet most rewarding. I graduated with a degree in English and a minor in Geography.

Keith's Network

Is_a_reference = agreed to be a reference for this person

rick allen
jim boatwright

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Recommendations

jim boatwright
jim boatwright

I have worked with Keith directly for the past 4 years as well as working along side him but on a different application since approximately 2000. He has always been a pleasant person to work with and someone that can be relied on to get the job done. He is thorough and professional.

rick allen
rick allen

Keith and I worked together for several years. He worked both as a technical writer as well as a quality assurance technician. Keith took his job very seriously and always strived to completely understand every part of the application as well as provide the best quality documentation and most thorough testing. Keith would be an asset to any company considering him for hire.

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