Maylen Tan
Cebu City
Summary
Adept Business System Analyst and Manual QA Tester with a proven track record at Lexmark Research and Development Corp, enhancing software integration and functionality through meticulous quality assurance and testing. Excelled in fostering team collaboration and critical thinking, significantly contributing to project successes. Expertise in both technical troubleshooting and fostering educational growth showcases a unique blend of hard and soft skills.
Overview
22
22
years of professional experience
Work History
Business System Analyst /Manual QA Tester
Lexmark Research and Development Corp
12.2014 - Current
- Support the integration of new software applications by participating in project testing and deployment
- Execute manual tests based on user stories, test cases, and acceptance criteria, ensuring the functionality works as intended.
- Work closely with Product Owners, Scrum Masters, Developers, and other stakeholders to understand the requirements and ensure proper test coverage.
- Design and document detailed test cases, test scenarios, and test data based on functional requirements.
- Perform regression testing to ensure that changes do not negatively impact existing features.
- Actively participate in Sprint Planning, daily stand-ups, sprint demos, and retrospectives to maintain test scope and ensure quality at each stage of development.
- Contribute to continuous improvement by providing feedback on processes, tools, and techniques used within the Agile teams.
- Provides 1st level support of potential Business Application issues specifically partner payment issues
Work Order Management – Team Officer
Lexmark Research and Development Corp
02.2011 - 11.2014
- Managed hotsheet distribution and QA ensuring the right people have access to the report.
- Facilitated regular team huddles to discuss current issues, progress, and any blockers.
- Reviewed calls that have been marked as “aged” (calls that remain unresolved for a period of time) or “missed” (calls that were not answered or responded to in time). Quality assurance ensures that all calls are properly handled, documented, and followed up according to established standards.
- Provided daily coaching sessions to staff to help improve their performance. This involves discussing any issues, offering feedback, and suggesting improvements to help prevent future problems.
Customer Service Representative
Lexmark Research and Development Corp.
03.2008 - 02.2011
- Exported the service calls that are due for completion on the current day from the Siebel system. This is typically done to monitor progress, ensure deadlines are met, and track any outstanding issues.
- Coordinated with TSC Level 3 support and the Customer Operations Manager (COM) to find a long-term resolution. This could involve escalating the issue to higher levels of support, identifying patterns, and implementing process improvements to address the root cause.
- Coordinated with the service providers to escalate these calls, ensuring that the appropriate technician is dispatched to the site
Technical Support Representative III
PeopleSupport (Phils.) Inc.
04.2007 - 03.2008
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques and contacting partner vendor, enhancing the user experience.
- Handled technical issues that have been escalated from Level I or Level II support teams. These issues typically require more advanced troubleshooting or expertise to resolve.
Computer Teacher
Formation School & Kiddies’ Learning Center
06.2005 - 03.2007
- Trained and developed students' skills in word-processing, spreadsheet and database programs.
- Assisted with the planning and execution of school-wide technology initiatives, supporting the integration of technology throughout all subject areas.
IT Instructor
Genetic Computer Institute
06.2003 - 03.2005
- Established strong rapport with students, fostering a supportive atmosphere conducive to academic growth and personal development within the IT field.
- Enhanced IT proficiency among students by incorporating hands-on activities and real-world examples into lessons.
Education
Master of Science - Special Education
Cebu Technological University
Cebu City12-2025
Associate of Science - Professional Education
Cebu Technological University
Cebu City09-2012
Bachelor of Science - Computer Science
University of The Philippines Cebu College
Cebu City04-2003
Skills
- Quality Assurance Through Testing
- Team Collaboration
- Critical thinking
Timeline
Business System Analyst /Manual QA Tester
Lexmark Research and Development Corp
12.2014 - Current
Work Order Management – Team Officer
Lexmark Research and Development Corp
02.2011 - 11.2014
Customer Service Representative
Lexmark Research and Development Corp.
03.2008 - 02.2011
Technical Support Representative III
PeopleSupport (Phils.) Inc.
04.2007 - 03.2008
Computer Teacher
Formation School & Kiddies’ Learning Center
06.2005 - 03.2007
IT Instructor
Genetic Computer Institute
06.2003 - 03.2005
Master of Science - Special Education
Cebu Technological University
Associate of Science - Professional Education
Cebu Technological University
Bachelor of Science - Computer Science
University of The Philippines Cebu College
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