Skills/Technologies

• Software: Lotus Notes, Microsoft Office Suite, MS Access, Outlook, Dreamweaver , Quality Center,SDLC, FII, PeopleSoft, Quicken, Varicent IBM Cognos SPM
• System: Star, Preference Reference, Axys, Pacer, FAST, SCARED, POS AS, SINQ, Gateway, Imaging DST , Firm Inventory, Connections, Intelidata, Cims, Checkfree, Metavante, RSA SecurID, JDA

Summary of Qualifications

• Dynamic QA Team Leader with small to large range project test management experience.
• More than 20 years Customer/Client Service Management
• Developed Change Management process for department now being considered for all of HR
• Eight years of training experience
• Eleven years Financial Services experience
• Six years Business / Systems Analysis and Testing
• Process analysis, Test Strategy and Plan and managed full test lifecycle for new functionality as well as any enhancements to existing systems
• SEC, IT Governance, SOX,OSHA, CIS Benchmarks and PCI DSS Compliances
• Online Bill and Vendor Payments

Experience

Confidential

• Developed and manages the test analysts on the blended IQA/UAT team. Formed team and processes blending both QA and UAT test lifecycle responsibilities for the manual and systemic Incentive plans. Hire/fires as needed to maintain an effective and efficient team. Supports team members' professional development and career progression
• Partners with business segment leadership, IT partners, and vendor partners for scope review, strategic planning, continuous improvement recommendations, turning ideas into successful practices, status updates, and conflict resolution as needed. Assists in training both staff and users as needed
• Performs as SME for testing and audit related engagements for HNB incentive plans. Assists with research, process enhancements and production support
• Developed the department's Change Management, compliance, risk and continuous improvement processes and procedures while adhering to IT Governance standards. Responsible for department's ERMS Controls development and testing
• Partners with other Incentive Team leaders to coordinate assignments and workflows for all projects impacting incentives and ensures project timelines blend together appropriately

Team Responsibilities:

• Testing for HRS online incentive system and all Legacy applications for Phone Bank, Branch including InStore , Business Banking, HIC and Commercial eventually to include all bank incentive programs
• Validates all internal and external impacting projects and regular production validation

Confidential

• Subcontracted own company for Test Analyst contract in the Quality Assurance Department of a financial services company on a Bill Pay Application Conversion Project
• Participated in full product life-cycle performed development document analysis
• Wrote test scenarios and scripts for users
• Identified, documented and reported defects with SME's and vendors
• Performed manual testing

Confidential

• Served as a Test Engineer in the Quality Assurance Department of a computer software company with specific focus on the client's Network and Information access and control
• Tested auditing and compliance software in virtual environment for domestic and foreign operating systems
• Identified, documented and reported software defects
• Wrote and executed test cases and use case scenarios
• Successfully participated in full product life-cycle
• Worked independently as well as part of a cross-functional project team

Confidential

• Customer services and first level technical support for the Online Banking Department at a major financial institution
• In-depth knowledge of all banking products and satisfactory completion on all regulatory compliance training exams
• Trained new hire classes, assisted with escalated issues and account maintenance
• 2005 and 2007 Champion Award Nominee for generating revenue and exceptional customer service

Confidential

• Energy Group Manager in training for 10 Consultants while maintaining more than 175 clients nationwide
• Specialized in energy and telecommunication expenditure audits, rate analysis, market/pricing studies and cost saving projects to improve clients overall profitability
• Appointed Energy Administrator responsible for assisting in managing the implementation, enhancements and on-going support of NUSdirect, real-time web based database
• Prepared monthly reports/proposals to support the on-going analysis for client executives, to show their realized gain and maintain excellent client relations

Confidential

• Store Trainer and Customer Service Manager for the Totowa then Jersey City Stores
• Trained store staff and management in product knowledge, sales and system applications
• Performed applicant screenings, background verification, new hire orientation
• Managed Online Gift Registry and wrapping stations
• Represented store at bridal trade shows and back to school initiatives

Confidential

• Personal development training for A and AA volume 18-25 Million dollars stores managing in Confidential
• Managed in all areas: Front End, Sales Floor and Store Room Operations
• Responsible for new hire orientation
• Appointed store safety leader conducting indoor and outdoor OSHA safety audits
• Improved the speed and efficiency for processing damaged merchandise RGD and pilferage
• Created employee recognition project costing 26.00 that increased sales by 25K in a 5-week period, placing the store second in the 92 store region

Confidential

• Client Liaison/Project Lead in Implementation and Data Acquisition Dept for a wealth management Company
• Successful implementation of the Kinexus ETL web process in less than six months
• Performed an in-depth analysis of client's business, data stream and systems process
• Point of contact for test team and provided project documentation such as system mapping requirements and specifications, gap analysis
• Involved in full life cycle development that included manual testing, exception processing and on-call production support
• Assisted internally by implementing standardized business procedures, forms and project logging documents where none previously existed

Confidential

• Appointed liaison between Fixed Income/Mortgage backed Traders, Operations and Programming
• Performed systems process analysis, documented user requirements, ensured SEC compliance and conducted manual testing of all new system functionality as well as regression testing
• Performed detailed report analysis over 250 to streamline the transition from the FIRM Inventory System to the New FIRM Inventory System
• Manual testing of the web based, real-time customer portfolio management system, PruAdvisor
• Designed and updated training materials for internal clients

Confidential

• Served as the Call Center Liaison between Customer Service Representatives, Business Unit Managers, clients, vendors, operations, Programmers and Systems Planning for Stock Transfer Agent
• Advised Programmers in the development of technical solutions for company issues enabling them to satisfy business objectives.
• Conducted project initiation surveys, feasibility studies and requirements interviews for the most critical and complicated projects
• Oversaw the installation and manual testing of a web based Stock information Application on workstations company-wide reducing shareholder inquiry and stock research expense by 50
• Database Administrator for the Reference Preference System to keep Representatives informed on all client press releases and corporate actions

Confidential

• Call Center Liaison between departments to oversee the routing and tracking of any account modifications to various operation areas within the Stock Transfer area
• Assisted Investors with interpreting client corporate actions projects
• Coached new hire and junior associates
• Conducted research on negotiated checks, stock certificates and abandoned stock procedures
• Received customer service awards and letters promoted within the first year to join the bank's most sensitive client team- Closed-End Mutual Funds