Resume Details
C. L.

Location Richton Park, IL  
Contact Click to View Contact
Source Vendor Candidate
Salary N.A.
Rate N.A.


Christina Lyles



Meticulous professional who is able to quickly adapt to any testing environment and learn the necessary protocol to identify and resolve a problem.  Comfortable working with a variety of personalities and within different departments of an organization to correct an issue.  Takes initiative to question existing methodologies and improve the system.  

Quality Assurance Analyst             Allstate Insurance; Northbrook, IL                      Dec. 2003 – Aug. 2008

Utilized the Avaya telecommunications platform to develop and perform testing protocols for the Allstate call center responsible for routing calls to thousands of local agents nationwide.   Collaborated with a team of developers to identify and efficiently correct problems. 


§  Designed a decision-matrix of 50 key criteria to be used during effort assessment and resource planning to ensure that all testing functionality was evaluated when troubleshooting a problem.

§  Assigned work to and monitored 2 analysts in Northern Ireland who were responsible for approximately 60 service requests per month.    

§  Selected as subject matter expert for Allstate’s internal Problem Management Team.  Prepared and delivered a presentation to analyst colleagues informing them of the team’s purpose and status updates.    

§  Authored detailed test cases outlining the necessary steps to efficiently test and resolve call center issues.  

§  Designed and executed manual test cases for call center operations before promoting to production environment. 

§  As Infrastructure Services Compliance Coordinator, ensured all testing documentation and designs were prepared and compiled for auditing purposes.

§  Trained contractors assigned to handle testing overflow.   

 Lucent Technologies; Naperville, IL                     Aug. 1996 – Oct. 2002

System Test Engineer (Member of Technical Staff I), 2001-2002

Test Engineer (Member of Technical Staff I), 2000-2001

Regression Test Engineer (Senior Technical Associate), 1997-2000

Feature Test Engineer (Senior Technical Associate), 1996-1997

Tested the functionality of Lucent telecom switches:  Lucent 5ESS and Softswitch   


§  Reduced testing time 90% by eliminating unnecessary criteria in testing procedures. 

§  Organized, planned and re-wrote System Configuration Management test cases for various releases to increase efficiency and meet customer deadlines. 

§  Identified and documented new defects found during testing.

§  Wrote and executed system test plans and test cases utilizing WinRunner for testing of GUI (Graphical User interface) components. 

§  Created and executed tests for various switching products which were subsequently implemented into a live network. 

§  Project Manager/Trainer, International Implementation Team:  Ensured global testing units used proper regression testing procedures. 

Customer Technical Support        IBM Global Services; Schaumburg, IL                   Mar. 1995 – Aug. 1996

Provided technical support to Fortune 500 corporate accounts including Discover Card and Allstate Insurance.


  • Used internal programming language Camel (similar to C language) to program switched and dedicated 800 services. 


Biller/Collector                                             University of Chicago                                 Apr. 1993 – Mar. 1995

Made collection calls and adjustments or rejections to Public Aid out-of-state accounts. 



DePaul University, Chicago, IL                                                                  M.S. Telecommunications Systems

DeVry University, Addison IL                                                              B.S. Telecommunication Management


IT Infrastructure Library (ITIL); August 2008                Foundation Certificate in IT Service Management


Allstate/Spherion Technology Services Courses
Testing Risk Management: Defining and quantifying risk impact/probability, creating risk matrices, analyze risk and develop risk solutions.

System Test Planning & Execution: Functional and integration test strategies/plans using broad-based techniques.


Six Sigma – Green Belt Certification … Testing Risk Management … Testing Methodologies … Introduction to Project Management … Avaya Voice Services Management … WinRunner Basics … TestDirector … QTP … SAP Overview … SAP BW … C++ and C Programming Foundations


OS: Windows 98-XP … UNIX (Sun Solaris) … UNIX (IBM AIX) … Mac OSX                                      Languages / Case Tools: GUI

Telecommunication Standards: Lucent 5ESS Switches … Softswitches … Analog & Digital … ISDN … Voltmeters …Voice Systems Management

Services / Protocols: Pots Lines … 800 Service … Call Detail Records … TelNet … IVR … E911 … ACD … Cellular

Applications: Mercury Test Director Mercury Quality Center … Unix - vi Editor … Mercury WinRunner … MS Office Suite    Windows Explorer … Netscape

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