SUMMARY:

• Quality Assurance Manager with 10 years QA experience, 3 years of building teams, processes, automation and standards to improve overall quality.
• My Passion is building teams that are highly productive while maintaining great culture.
• Current employer had a very old outdated Automation framework built and managed by an outsourced company and was testing everything through the UI.
• I was able to build out a team, add 3 new areas of automation (UI, API, and PDI(internal tool)), and integrated a quality owned CI environment that runs daily with each new build.
• Currently, in the process of now integrating quality automation with Sprint teams and moving toward the next phase of better quality.
• Built out a culture that supports balance, collaboration, individual satisfaction, productivity, and fun.

PROFESSIONAL EXPERIENCE:

Confidential, Waltham, MA

Engineering Manager - Quality Assurance

Responsibilities:

• Provide leadership, management, and direction to the Quality Automation team for the Confidential ’s Business Intelligence, and Data integration products
• Lead process improvement projects to reduce test times, integrate new tools and manage key tasks
• Drive direction of multiple automation suites (UI automation using java/selenium-web driver, API testing using REST Assured)
• Work directly with Customer Support team to better understand and prioritize customer reported issues and concerns
• Provide reporting for test case coverage, trending data from release to release, and comparisons of quality over time.
• Create, and uphold Process and Standards throughout the Quality Engineering Dept. Automation
• Working with core automation team to drive the direction for new frameworks that improve automation efficiency, stability, and results.
• Built out core automation team, and extend automation to all sprint teams
• Working in an agile/scrum environment, sprinting as an automation team in 2-week cycles.
• Automating existing test cases/suites using a data driven framework
• Working closely with team, and product managers/owners to meet business requirements and creating new tests based on the business needs.
• Create detailed, well-structured tests plans and test cases.
• Executing automation scripts for Major release and Service Packs.
• Identify, document and report bugs and enhancement requests.
• Fixing bugs in the automation project caused by new developer created bugs, and functionality changes.
• Creating and automating smoke tests, functional and negative tests

Confidential, Waltham, MA

QA Engineering Team Lead

Responsibilities:

• Manual and Automation Testing of several Confidential product suites.
• Manual - Test Case Creation
• Functional Testing
• Collaboratively work with developers and project managers to prioritize test case scenarios, and work through errors, concerns and defects.
• Execute all test cases and report defects
• Automation - building on top of manual test suites new automated tasks
• Automate all existing manual test suites using Java, Eclipse, and Selenium Web Driver.
• Custom Frameworks using JUnit, and TestNG from the ground up to support the wide variety of test suites, web pages and web elements that need testing.
• Lead offshore QA testers in our combined efforts of around the clock 24/7 testing for multiple Confidential software suites.
• Quality Assurance, Development, and Product Support Environment design, build and management. Build and manage all test servers in Confidential ’s test environments so that our development teams can build, Product Support team can troubleshoot, and our QA can test prior to releasing every version of Confidential ’s products. (As of today, the environments I manage include 160 servers spread over 7 separate domains and are built to simulate customer environments which have a wide range of infrastructure scenarios.)
• Basic Environment servers include:
• Exchange servers 2003, 2007, 2010, 2013
• SQL servers 2005, 2008, 2012
• Blackberry Enterprise 4.x, 5.x, and Mobile Fusion/BES 10.x
• Good Mobile Messaging
• Domain Controllers running Mix Server 2003, Server 2008 R2 STD, and Server 2012
• Lotus Domino and Traveler
• Web Servers running IIS
• Office 365
• Work collaboratively with Product Support and Development to diagnose, identify, troubleshoot, and resolve problems with Confidential ’s Mobile Device Management software and ensure that all environment variables (Hosting servers, Virtual Servers, Databases, web servers and messaging servers to simulate customers on site computing environments) remain running and available for usage.
• Maintain a high level of support, using salesforce as a ticketing platform to ensure fast turnaround times, and prioritization.
• Support and train both Confidential ’s onshore and off shore resources on product usage, test case procedures, environment variables and documentation.
• Maintain and create accurate, step by step “How too” documents for Tangoes Internal wiki
• Test case automation to save resource cost and time, as well as speed up the regression process.

Confidential, Waltham, MA

Helpdesk Administrator

Responsibilities:

• Provided the following tier 1 to tier 2 levels of support for roughly 500 employees both on site and off site.
• Account/Mailbox creations and maintenance in Active Directory, Exchange 2003/2007 as well as all internal tools and applications.
• Identified, researched, and resolved all PC, PC peripherals, Fax machines, plotters, and projector related hardware and software issues.
• Installation and PC setup.
• Desktop/Laptop software installation.
• Setup and configuration of user profiles.
• Documented, maintained, upgraded or replaced hardware and software systems.
• Configured new and existing PC systems in a networked environment.
• Moves/Adds/Changes of users and hardware.
• Assisted with LAN administration issues including account administration, company backups, etc
• Performed software upgrades and deployment.
• Setup exchange services and wireless networks on a wide array of cell phones such as Blackberry’s, and IPhones.
• Setup, and ran meetings using audio/video for offsite locations to join.

Confidential

Tier2 Support

Responsibilities:

• Provided second level chat support for internal first level support, and phone support for external customers. Frequently recognized by customers for superior customer service skills.
• Achieved top call quality ratings in the support department, by ranking in the top decile in support metrics and call quality
• Have proven to have consistently taken ownership and worked toward resolutions for complex technical escalations; such as connectivity issues, ISP blocking issues, HTML, XHTML, CSS related issues, custom design and customizations of email templates, browser security and settings, and products bugs and usability issues. Frequently creating workarounds until permanent solutions are in place.
• Participated in writing training material, and provided training to first level support reps, as well as peers in Tier2 department, as we as blog writing for the CTCT Customer Community, and writing technical FAQs for internal knowledge base.