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Senior Manager, Enterprise Quality Assurance Resume

Washington, DC

PROFESSIONAL SUMMARY:

An accomplished and results - driven Information Technology leader with proven track record of Business Relationship Management, Shared Services, Quality Assurance & Testing and Program & Project Management, while leading process improvements, implementing innovation and improving customer satisfaction.

CORE STRENGTHS:

  • IT Strategic Planning
  • Business Relationship Management
  • Business Process Improvement
  • Control Objectives for Information and Related Technology (COBIT)
  • Lean Six Sigma
  • Program & Portfolio Management
  • Quality Assurance & Quality Control
  • Independent Verification & Validation (IV&V)
  • ITIL & Service Delivery Management
  • Agile Scrum & Kanban
  • Business Analysis & Requirements Management
  • IEEE Standards for System and Software Verification & Validation
  • Capability Maturity Model Integration (CMMI)
  • Organizational Change Management
  • Resource & Vendor Management

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Senior Manager, Enterprise Quality Assurance

Responsibilities:

  • Established Partner User Acceptance Testing best practices with Optum/UnitedHealthCare and BlueCross/BlueShield that improved partner relationship management, test data management, and acceptance testing processes.
  • Successfully implemented new QA and UAT Framework and deliverables that improved testing turn-around time by 25%, reduced defect turn-around times by 3 days.
  • Successfully implemented Test Management and Defect Management Processes that improved overall test planning and test execution by 50%
  • Successfully led all production deployments with partners and achieved production defect removal efficiency (DRE) of 100%

Confidential, Sterling, VA

Manager of Program Management Office (PMO)

Responsibilities:

  • Implemented new Project Management Office and improved business relationship with Stakeholders with improved project deliverables and reporting, delivering on customer requirements and resolving issues and risks.
  • Developed best practices documentation for project kickoff, planning, execution, project management, ongoing milestone/deliverable tracking, communication, and key performance metrics and established PMO toolkit.
  • Improved Quality Assurance project team’s performance by recruiting and hiring subject matter experts for IV&V Oversight, IT Security Assessment, Section 508 Testing and Certification, System & Functional Testing, and Test Automaton.

Confidential, Washington, DC

Senior Director of I.T. Shared Services

Responsibilities:

  • Successfully implemented the first IT Shared Services organization in Confidential and centralized all Centers of Excellences ( Confidential ).
  • Streamlined operating model which lead to improved customer service, reduced operating costs, and increased demand for our services, tools and best practices. Slashed over $2M of operating costs over two years by removing duplicate functions, tools, and processes. Restructured annual budgets to ensure we have Run, Grow and Transform (RGT) funds to maintain resources for production & enhancement support.
  • Led the first Confidential IT Strategy Management and Road Map Review initiative and developed successful operationalizing strategies for communication, governance, resource needs, and balance scorecard tool management.
  • Led Six Sigma and Business Process Re-engineering teams that aligned the new organizational structure
  • Defined roles and responsibilities of new IT Business Liaisons team in the new Chief Relationship Office that successfully implemented our customer’s business needs, identified internal and external technologies and became trusted advisors. Participated in IT and Business forums for technology governance and portfolio management and prioritization. Served as escalation point of contact for new requirements and to resolve escalated issues.
  • Successfully implemented new IT Demand Management for Confidential that successfully standardized operational process to evaluate investment priorities and prioritize projects & resources. Responsible for business case development, partnering with our lines of business and IT teams to complete business cases by providing relevant IT information and monitoring its ability to meet all relevant IT standards. Implemented new Demand Management tool and process.
  • Successfully expanded Testing Center of Excellence ( Confidential ) to Operations, Corporate, Police, Accounting and Marketing & Sale and best practices in IEEE 1012 Standards for System and Software Verification & Validation and IEEE 730 Standards for Software Quality Assurance.
  • Successfully expanded the Business Analysis Center of Excellence ( Confidential ) to all lines of business and improved overall customer satisfaction in elicitation, documentation, and delivery. Successfully implemented HP Requirements Manager.
  • Established a Rural On-Shore Testing team which reduced testing operating and labor costs by 50%. Successfully reduced operational costs for the past two years by improving time to market testing by supporting an iterative/agile model.
  • Successfully established the new Atlanta Testing Center of Excellence ( Confidential ) that allowed us to shift from higher cost contract resources to lower cost employee structure dedicated to each business area.
  • Successfully implemented HP Application Lifecycle Management (ALM) for the enterprise. Built specialized team responsible for automation test strategies, planning and delivery for both performance engineering and functional automation using tools.
  • Successfully implemented HP Agile Manager as the company’s first enterprise Agile project management solution to plan, execute and track Agile projects.
  • Successfully expanded the Enterprise Release Management team to all lines of business to oversee the Release Management process and provided governance to all application releases, their dependencies, communications, and KPIs.
  • Established the IT Application Training team and Instructor Led Classes thus helping employees in developing a deeper understanding of core applications and increased individual and organizational performance and improved customer satisfaction.
  • Successfully established the Instructional Design and Development team that develops and deployed world-class training solutions and computer based training (CBT). Successfully transitioned and won back third-party training programs.

Confidential, Washington, DC

Director of Information Technology

Responsibilities:

  • Successfully implemented the first Business Analysis team in Confidential responsible for providing business analysis and requirements management best practices, governance, asset and tools management.
  • Successfully implemented the first Software Quality Assurance & Testing team in Confidential responsible for test management and test execution, governance, management of non-production environments, test automation, and performance and load testing
  • Worked with PMO to successfully implement Program and Project Issue and Risk Management Initiative that identified, and responded to project issues and risks and mitigated or eliminated the impact of existing issues.
  • Successfully implemented the first Release Management Team (ITIL) in Confidential which resulted in reduced overall testing costs, improved scheduling of resources and non-production environments, and reduced operating costs by reducing the amount of production deployments.
  • Successfully implemented first Test Environment Management team in Confidential that reduced downtime and reduced costs due to effective environment scheduling, communication of environment availability, and management and tracking of issues.
  • Created the first IT Balance Score Card that included Strategic Objectives, Measurements and Initiatives that aligned to the 5-year Confidential Strategy.
  • Chaired multiple IT Process Workshops as part of the IT re-organization that successfully defined and implemented Release & Deployment Management and Demand Management and contributing to Project & Portfolio Management, and Change Management.
  • Managed IT Resource Management and Vendor Management and improved new Statements of Work (SOW) templates, streamlined candidate screening processes, and developed new contractor on-boarding and off-boarding procedures
  • Rewrote all position descriptions, implemented new vendor management processes, and chaired all meetings with vendors, resource managers and project managers and reduced resource request timelines by 50% (New requests to On-Boarding)
  • Managed Service Level Management team (ITIL) and implemented new tools and reports for Problem Management which improved the Marketing & Sales portfolio’s key performance indicators (KPIs) and customer satisfaction.

Confidential, Hoffman Estates, IL

Manager of Quality Assurance

Responsibilities:

  • Implemented web and mobile testing best practices and tools that improved test planning and execution timelines by 30 %.
  • Implemented Daily Change Control Board, Stand-up Meetings, Test Plan Review Meetings and Defect Review Meetings that improved team collaboration, team execution and business teams visibility and partnership.
  • Implemented new Defect Management Tool (Jira) which significantly improved defect escalation, triage management, and defect resolution.
  • Developed new Testing Deliverables and reporting which lead to improved customer satisfaction, reporting and metrics.
  • Streamlined and managed all production release testing and reduced production release testing time by 30%.

Confidential, Schaumburg, IL

Senior Program Manager

Responsibilities:

  • Implemented new PMO governance and reporting that improved stakeholder involvement, partnership and satisfaction.
  • Removed team off-shore team silos, improved team hand-offs and improved team communications and reporting which lead to improved offshore testing turn-around time by 40%
  • Successfully trained team on Agile Scrum Testing best practices and reduced testing timelines and cost by 20%.
  • Implemented new defect management process and tool (HP Quality Center) that reduced defect turn-around time by 3 days.

Confidential, Deerfield, IL

Program Manager

Responsibilities:

  • Successfully led the analysis of SalesForce CRM solutions which collected the requirements for all marketing campaigns and system enhancements.
  • Successfully developed all vendor assessment matrices, questionnaires, and scheduled vendor tool demos.
  • Successfully developed business goals and objectives, formal business requirements and use cases.
  • Reported program and project status to Executive Steering Committee including status of key milestones, deliverables, and risks
  • Successfully implemented effective communication and reporting process and implemented status reports to senior executives on the progress of the overall program.

Confidential, Deerfield, IL

Business Process Improvement and Quality Management Consultant

Responsibilities:

  • Led organization, process and technology assessments and documented process improvement projects and workstreams
  • Developed IT strategy road maps that successfully aligned to the corporate goals and led to the development of capability maturity road maps, and new operating models for new IT organization.
  • Developed Applications and Platforms Assessment Reports, Service Level Management, and Application Support road maps
  • Developed Quality Assurance best practices and testing operating model and implemented templates from IEEE 829 Standards for Software and System Test Documentation.

Confidential, Schaumburg, IL

Director of Information Technology

Responsibilities:

  • Developed the IT strategy road map that aligned and supported the board of director’s visions and objectives and helped develop strategy investments in business improvement (merging sales and marketing), business opportunities (focus on mobile phones for children), and infrastructure opportunities. Successfully consolidated common themes and ideas and developed portfolio road maps and project plans.
  • Successfully implemented new IT Governance to provide structure, control and communications and helped created the first Program Management Office (PMO) to coordinate individual projects and improve communication and visibility to project sponsors and executive team.
  • Created new Release Management department and improved iterative development processes by implementing a mixture of Agile and RAD. Successfully implemented disciplined build and deploys and structured releases and also structured projects and releases from weekly deployments to monthly and eventually quarterly releases.
  • Created new Change Management (ITIL) department for controlling production changes, assessing the impact, cost, benefit and risk of proposed changes.
  • Created new Software Quality Assurance (SQA) and Production Quality Control (QC) department and implemented new software testing and verification processes. Implemented software and hardware testing best practices, testing templates and test lab.
  • Created new Application Support Engineering (ITIL) department for testing, migrating, and monitoring system software and server configuration changes among application environments.
  • Created new Software Configuration Management (SCM) department to manage the changes introduced to our all application code base. Using Subversion and SCM best practices, the team reduced defects, costs, and time to market by managing individual elements and configurations, tracking changes, and version control to achieve successful Builds and Deployments to the testing team.
  • Created new Technical Documentation (ITIL) team and implemented documentation templates such design specifications, end-user and training manuals, product briefs and promotional collateral.

Confidential, Chicago, IL

Manager of Quality Assurance

Responsibilities:

  • Created daily and weekly metrics and progress reports on testing activities to senior management and division heads.
  • Developed Testing Strategies for system integration, compliance testing, and user acceptance testing
  • Developed new testing reports and dashboards using Mercury Testing Suite.

Confidential, Elk Grove Village, IL

Manager of Quality Assurance

Responsibilities:

  • Successfully created new Testing department which included: Platform QA Coordinators/Managers, Project QA Leads, QA Engineers, QA Analysts, Customer Service Representatives and QA Consultants.
  • Implemented Defect Removal Efficiency (DRE) tracking process on all projects and achieved a Defect Removal Efficiency score of 96% for 3 straight years.
  • Successfully formed SWAT testing teams for the launch of FlyTed.com and resulted in a DRE score of over 85% and with an aggressive 12-week idea-to-market timeline.
  • Successfully planned and coordinated dozens of business testers for the launch of multiple websites and marketing products and recruited employees from our airports and call center who understand the business and can create and validate test data.
  • Successfully implemented Load & Performance Testing team and tools using Rational and Segue solutions.
  • Successfully led Business, Operations and Development teams to develop Service Level Objectives and Agreements for website/system uptimes, performance testing requirements, and incident and problem management processes.
  • Successfully led Marketing and Mileage Plus teams to review, prototype and implement new e-commerce strategies for united.com such as branding, site redesigns and screen workflows, improved user experience, promotions and product launches, affiliate programs and products, loyalty programs, email marketing, and improved booking engines.

Confidential, Chicago, IL

Vice President of Quality Engineering

Responsibilities:

  • Successfully built Quality Assurance & Testing organization and recruited and trained team of process improvement analysts, software and hardware QA Analysts, Managers, and Directors across multiple Confidential offices.
  • Successfully implemented Organizational Change Management framework for managing of consolidating different organizational cultures, methodologies and maturities as company expanded through acquisitions and partnerships. Coordinated with senior executives and general managers to define and agree on a common vision for change and mission statement.
  • Co-authored and implemented new Corporate Engagement Methodology, System Development Life Cycle, and IT Governance: iD5 (Discover, Define, Design, Develop, and Deploy). This methodology defined business procedures and processes to take full advantage of best practices. iD5 governed and directed all phases of project management from initial engagement definition to final solutions delivery, provided consistent procedures for all engagement phases, and provided clients clarity of expectations, regular progress reports and project organization.
  • Successfully led projects involving e-Commerce, Content Management, Personalization, Enterprise Application Integration (EAI), Business Process Management (BPM), Extranets, Portals, and Security solutions.
  • Successfully developed Client Engagement Strategies with senior leadership and developed procedures and templates to respond to B2B, B2E, and Shopping Carts RFP’s and RFI’s.
  • Successfully developed high-level and detailed requirements documents templates such as Technology Gap Analysis, Performance Requirements, User Flows & Site Maps, User Interface & Content Standards, Software and System Architecture, Functional Specifications, Screen Layouts w/ Content, Detailed Component Designs, Physical Data Model, Data Migration Plan, and Style Guides

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