SUMMARY:

• A hard working and self - motivated professional offering over sixteen years’ experience in the QA/Test field and an additional six in a Call Center environment as a Manager
• Extensive Management and Lead experience for large on and offshore teams in agile/SCRUM testing cycles
• Skilled in all managerial HR ceremonies such as coaching, yearly/quarterly reviews, interviewing, hiring, organization of teams and performance management
• Strong analytical and problem-solving skills, decision-making ability, as well as technical aptitude
• Excellent communication, interpersonal and time-management skills, with the ability to effectively function in dynamic business and technical environments
• Results-oriented and accountable, with the ability to professionally manage business relations
• Demonstrated leadership ability, interdisciplinary verbal and written communication skills with a proven effectiveness to lead and manage diverse work teams
• Successful organizational, project planning and implementation skills, leading to on time and on budget project delivery

TECHNICAL SKILLS:

• Skilled in QA and System test with ICOMS and ACP billing systems
• SME level in agile testing and cycles
• Skilled in Mercury Suites including Test Director, Quality Center and a basic knowledge of QTP
• Excellent working knowledge of ACSR, Cable Data, Access, Jenkins, JIRA, ICOMS, TFS, Services, CSG, AS400, FOCUS, OneSite, and Web based testing
• Technical and Billing knowledge of Telephony, VOIP, Video/Cable, and DSL systems
• Experience with Visual Studio and Selenium as well as many web tools including HttpWatch and Firebug
• Extensive experience with Flow-Through Provisioning testing with both the ICOMS and ACP/CSG billing systems as well as the Order Management System
• Efficient in database testing including SQL and Oracle
• Completed in sexual harassment, C#, JavaScript, organizational management, customer service skills, project management skills, SCRUM Master, as well as SCRUM, agile and waterfall methodologies
• Extensive experience with writing Test Cases, Test Plans, and M&Ps for test
• Excellent writing and journalism skills

WORK EXPERIENCE:

Confidential, Denver, CO

Quality Assurance Manager/Lead

Responsibilities:

• QA Manager/Lead for UI and data teams including all HR responsibilities for direct reports
• Conduct coaching, one on ones, interviewing, hiring, quarterly/yearly reviews and performance management
• Implementation of strategic plans across organizational boundaries resulting in high quality deliverables
• Management of local and offsite resources in both the US and India
• Responsible for all Configuration Management and Release Management activities
• Project Management across multiple teams and products for release of a shared code base
• Daily management of work and relationships between QA, developers, design, Scrum Masters and executive leadership
• Daily release management utilizing a Scrum methodology including backlog stories, bug tracking, sprint planning, grooming, weekly releases and retrospectives
• Development of functional test scripts, test plans and documentation
• QA testing for the Confidential .com website, services, data bases and internal applications
• Execute both manual and automated testing of the Confidential .com website with C# on Selenium framework and Visual Studio
• Document defects, change requests and release tickets using TFS and JIRA
• Lead for an autonomous team, including QA, Developers, Design, Data and Dev Ops supporting multiple products for weekly releases

Confidential, Denver, CO

Senior QA Software Engineer /Cart Lead

Responsibilities:

• Lead for cart team with projects handling over $3,000,000 in transactions daily
• Management of daily code deployments
• Development of functional Test Scripts
• Development of the QA Test Plan documents
• Execute both manual and automated testing of the Confidential and partner company websites
• Document issues/defects and change requests in support of defect tickets using Jira and Quality Center
• Execute test cases, record transaction details, log results in Jira. Activities also include: issue resolution tracking and deliverable completion
• Documentation of applications and data mapping

Confidential, Denver, CO

Senior Quality Analyst

Responsibilities:

• Work in multiple SDLC methodologies such as SCRUM, Iterative, V-Model and traditional Waterfall
• Development of QA Test Plan documents
• Development of functional Test Scripts
• Execute both manual and automated testing
• Use TOAD for SQL Server and Oracle DB testing validation
• Defect identification, communication and management
• Use of QA Department tools (Mercury Quality Center, Quick Test Pro), processes and procedures
• Commitment to the continuous improvement of company Quality Assurance
• Timely reporting
• Quality Center and Test Director Admin
• Critical review of project documents to identify test boundaries and to set the testing approach
• Review of project design documents to identify and document testable conditions

Confidential, Denver, CO/Charlotte, NC

VOIP Tester/QA Analyst Contractor

Responsibilities:

• Automate Flow-Through-Provisioning from ICOMS and ACP into one integrated Order Management System.
• Evaluate incumbent billing system output against expected results
• Document issues/defects and change requests in support of the defect management process
• System test and Q/A testing
• Execute test cases, record transaction details, log results in Test Director Activities also include: issue resolution tracking and deliverable completion
• Systems/DB configuration work for test preparation with ICOMS

Confidential, Englewood, CO

Project Manager

Responsibilities:

• Create Software Release Test Plan and organize all vendors and resources for test
• Manage Software release from creation to go-live date
• Monitor and resolve all bugs and move new code to production
• Facilitate testing process and monitor testers progress and accuracy
• Track software bugs and push resolution from outside vendors
• Organize and run conference calls with all applicable vendors to ensure test compliance
• ICOMS tester responsible for test execution of the ICOMS system for Telephony
• Responsible for documentation of test execution and results
• Work with execution and modifying M&P documents

Confidential, Englewood, CO

ILEC Escalations Manager

Responsibilities:

• Responsible for resolving any ILEC related issues that hinder the completion of a circuit for DSL service
• Responsible for gathering and quantifying documentation on all ILEC performance for regulatory purposes through research of trouble tickets
• Managed between 10-16 Escalation Technicians performance to ensure resolution within 10 business days

Confidential, Denver, CO

Customer Service Product Manager

Responsibilities:

• Responsible for driving team of 35 in sales performance of cable, telephone, and internet services
• Provide feedback, support, coaching, yearly performance reviews and disciplinary action for quality assurance and sales teams
• Handle escalated customer and CSS issues, as well as fill-in as acting Manager
• Initiated administration changes resulting in 15% cost reduction
• Extensive use of CSG and Cable Data and involvement in multiple conversions

Customer Service Technical / Account Manager

Confidential

Responsibilities:

• Monitor escalated account, collection, and technical issues
• Responsible for driving team phone performance and issuing yearly reviews
• Administer interviews for perspective new Supervisors

CSS Lead

Confidential

Responsibilities:

• Perform administrative duties for Supervisors while learning job responsibilities
• Act as fill-in for vacant Supervisor positions
• Acted as Advanced Technical Specialist solving procedural issues

New Hire Trainer/SME

Confidential

Responsibilities:

• Trained new hire Customer Service Representatives
• Monitored Work Order Accuracy pools for California and Hartford Markets
• Assured smooth transfer of new hire representatives from classrooms to call center floor