I am currently providing leadership and technical consulting to the Software Quality Assurance group of a major retailer in support of a major eCommerce platform upgrade.

Hands-on QA Manager in a dynamic Agile development environment.Responsible for both day to day operations and strategic direction of the QA team, including analysis and troubleshooting of production content ingestion issues and testing and release of SQL and/or application hot-fixesExtensive experience troubleshooting and manipulating delivery XMLs from all major content providers in order to expedite getting content live on the siteIncreased the whitebox/automation… Show more Hands-on QA Manager in a dynamic Agile development environment.Responsible for both day to day operations and strategic direction of the QA team, including analysis and troubleshooting of production content ingestion issues and testing and release of SQL and/or application hot-fixesExtensive experience troubleshooting and manipulating delivery XMLs from all major content providers in order to expedite getting content live on the siteIncreased the whitebox/automation capabilities of the QA team to support more Agile testingManaged all testing and resources for release of major new MP3 Store features (search auto-complete, upgrade-to-album, affiliate support, special marketing offers) which made the service much more feature-richManaged all testing and resources for rich metadata integration project (AllMusicGuide) that improved the customer experienceManaged all testing and resources for Universal Music’s UITS implementation of tamper-resistant metadataAs a Perforce Admin, I trained and managed QA and Development users of Perforce version control softwarePerformed build and release functions for all applications and tools (prior to Git) Show less

QA Lead for the ground-up redesign of our content ingestion and inventory systems which replaced an out-dated infrastructure with a much more efficient and scalable platform. This led to greatly increased content throughput and support for PDFs, Videos, and promotionsQA Lead for all production content issues (acquisition, ingestion, encoding, product configuration, fulfillment)Responsible for testing and qualifying database architecture, PL/SQL, tools, and web applications used… Show more QA Lead for the ground-up redesign of our content ingestion and inventory systems which replaced an out-dated infrastructure with a much more efficient and scalable platform. This led to greatly increased content throughput and support for PDFs, Videos, and promotionsQA Lead for all production content issues (acquisition, ingestion, encoding, product configuration, fulfillment)Responsible for testing and qualifying database architecture, PL/SQL, tools, and web applications used to ingest content, proof content, manipulate content, prepare it for sale, and deliver it to the customers Show less

Technical Support and Outsource ManagementManaged all facets of outsource vendor relationship including budget, service levels, and qualityProvided customer service requirements & options to Business Development for new accountsCoordinated and launched support campaigns for partnersDeveloped and delivered training to outsource staff for digital audio software and retail web productsPost-sales Support ExperienceManaged support processes and… Show more Technical Support and Outsource ManagementManaged all facets of outsource vendor relationship including budget, service levels, and qualityProvided customer service requirements & options to Business Development for new accountsCoordinated and launched support campaigns for partnersDeveloped and delivered training to outsource staff for digital audio software and retail web productsPost-sales Support ExperienceManaged support processes and escalations for digital audio software (RioPort Audio Manager) and DSP services Performed QA testing and support replications for digital audio devices/drivers, Microsoft DRM systems, jukebox software, and online music stores on all Windows platformsImplemented new post-sales escalation process involving support, QA, Engineering and Acct. Mgmt Show less

OEM Technical Pre-sales and Development SupportPrimary technical resource between Dell, NEC, Gateway, HP product teams and 3Com Engineering for OEM product development (desktop and mobile networking products)Performed product qualification testing with OEM platforms to ensure compatibility and reliability with 3Com networking productsTrained Dell, IBM, HP, and Compaq support staff on wired and wireless networking products Delivered on-site technical training to… Show more OEM Technical Pre-sales and Development SupportPrimary technical resource between Dell, NEC, Gateway, HP product teams and 3Com Engineering for OEM product development (desktop and mobile networking products)Performed product qualification testing with OEM platforms to ensure compatibility and reliability with 3Com networking productsTrained Dell, IBM, HP, and Compaq support staff on wired and wireless networking products Delivered on-site technical training to outsource vendor for 3Com networking productsContributed to sales wins by providing on-site technical presentations for major accounts Show less

OEM Partner Training and support and Frontline Technical Support for desktop and mobile networking products.Repeatedly recognized as top-contributor supporting Mobile and Desktop networking productsSelected to be a member of 3Com’s New-Hire Customer Service Training ProgramSelected as member of the Outsource Escalation Team, managing escalated cases from outsource partner

Provided analysis and reporting utilized in structuring St. Francis’ first “risk-sharing” single-vendor supply agreement which led to significant materials cost-savingsPerformed comprehensive Cost Analysis for high-volume / high-revenue procedures to identify areas of inefficiency, waste, and cost-saving opportunitiesResponsible for monthly and quarterly finance and resource reporting to the executive staffPerformed ad hoc reporting and analysis in areas of finance, fund… Show more Provided analysis and reporting utilized in structuring St. Francis’ first “risk-sharing” single-vendor supply agreement which led to significant materials cost-savingsPerformed comprehensive Cost Analysis for high-volume / high-revenue procedures to identify areas of inefficiency, waste, and cost-saving opportunitiesResponsible for monthly and quarterly finance and resource reporting to the executive staffPerformed ad hoc reporting and analysis in areas of finance, fund development, inventory management, labor/resource efficiency used to increase productivity, reduce costs, and increase charitable donationsManaged and supported all aspects of LAN and HIS (Meditech) systems for 110-bed hospitalCoordinated and delivered training to clinical, admissions, pharmacy, and billing staff for deployment of major upgrade to the MEDITECH Hospital Information System platformManaged the testing, training, and implementation of cordless handheld point-of-care devices to all patient care areas making nurses much more efficient and accurateManaged the workflow analysis, testing, implementation and training of Image-X optical storage system for patient records which made SFMC one of the first hospitals to go to a paperless medical recordCreated MS Access database used to populate, update, reference and report on Insurance Provider contracts and data which led to increased efficiency for the Admitting department Show less