Donna Dickson Email & Phone Number

Colorado Springs, Co, Us

Researched and Analyzed Production IRs to determine the root causes for issues reported by the call centers. Determined whether the issue resided with our team or with another team and made updates and routed accordingly. • Previouis year, worked over 3000 issues.

Supported the Development team in Development Testing as needed based on the size and impact of the project to ensure code checked in and moved to Integration Testing was issue free.

Expedited and monitored top issues reported by the customer service centers. Worked with both external teams and the Governance Committee to address volumes and aging issues. Collaborated to design and define process improvements as well as a standardization process across all IT organizations. • Assisted with Service Now Roll-out, ensuring the teams needs were addressed as well as assisted with UAT testing and process definition for the new issue reporting tool. Prior to rollout, identified multiple high severity issues impacting multiple organizations.• Worked with the Service Now team to stabilize the Service Now and JIRA interfaces. • Pursued AWS Certified Solutions Architect Associate training.

Tracked and reported on team projects, LOEs, commitments, issues, and other milestone dates as well as provided Budget/Funding reporting. Created/Updated tracking documents that allowed the team to track milestones as well as issues encountered through project completion. • Responsible for CA (Change Authorization) Process.

Tracked project LOEs, budget allocations for charge IDs, and time physically charged to each project to detect any area where time was being under or over reported based on LOEs given for the Director. Provided a Weekly Financial Accountability Spreadsheet to managers and director, as well as pointed out any areas of concern. Provided weekly report for the org showing LOEs not complete, which aided in the org to avoiding late LOEs. Also provided the team with any other financial data as requested.

Coordinated items for the Director that management and/or employees needed to be made aware of or items that needed to be addressed (Compliance training, auditing rules and processes, etc). Monitored assigned tasks through completion and reported progress back to the Director as well as the SPOC lead.

Analyzed project requirements for the former MCI desktop and created the Development Analysis and Design Document. Obtained the Level of Efforts required by the Development and Quality Assurance teams for each project. Tracked Development and Testing milestones for each project through completion. Monitored and reported on issues. Worked with clients, Development, and Quality Assurance on implementation plans.• Application SME

Planned and coordinated activities required for Quality Assurance to accomplish the required testing of each release. Evaluated individual test plans, test cases, and test execution plans into a single plan per release and coordinate activities of multiple Quality Assurance Specialists to effectively test multiple projects in a single release. Evaluate issues and test execution progress across multiple projects to prioritize work, assign Quality Assurance Specialist resources, and adjust test execution plans accordingly. Communicate overall release testing status across the organization.• Application SME

Planned and coordinated activities required for MCI's Customer Service Desktop (SystemOne) Quality Assurance to accomplish the required testing of each single release. Evaluated individual test plans, test cases, and test execution plans into a single plan per release and coordinate activities of multiple Quality Assurance Specialists to affectively test multiple projects in a single release. Evaluate issues and test execution progress across multiple projects to prioritize work, assign Quality Assurance Specialist recourses, and adjust test execution plans accordingly. Communicate overall release testing status across the organization.• Application SME

Bachelor'S Degree, Computer Science

Education record