Jonathan Armstead Email & Phone Number

Charlotte, North Carolina, United States

*Lead a team of Design Analyst supporting system Solutions Life Cycles*Partnered with Marketing & Product teams to implement process improvements and provide complex solutions to system enhancement requests*Perform system and conflict analysis*Document Technical Requirements and Use Cases to ensure billing solutions meet business specified requirements*Present design details and proposed logic to executive leadership for project approval*Create and manage project timelines to meet business expectations*Performed testing of CSG billing system *Submit requirements and manage development projects from initiation to implementation

Charlotte, North Carolina

*Manage 2 supervisors and over 40 QA analyst*Identified opportunities & rolled out process improvement plans for various cross-functional teams*Partnered with the PMO (Program Management Organization) team to help develop new processes and procedures*Manage global relationship with various staffing vendors*Worked with QA Automation Development on updating existing automation scripts in regard to test case coverage*Provide weekly reporting for Sr. Leadership*Single POC between Project Management and QA team*Performed stakeholder defect management and documented and monitored defects through resolution*Collaborated with various teams to achieve successful implementations*Performed testing of ICOMs billing system (current and next generation)*Support of downstream systems testing that interface with billing and data warehouse/business intelligence*Provide billing system configuration*Executed new enhancements and regression test plansKey Achievementso Nominated by Sr. Leadership to participate in the Employee Engagement Committeeo Communicated strategic goals and negotiated contracts that resulted in 10% cost savings over a 24-month period

Tampa/St. Petersburg, Florida Area

*Tasked with testing all ICOMs facing products for move to production*Support Data synchronization for billing systems and data warehouse (data refreshes, etc.)*Created supporting documentation, planned and organized QA testing plans*Support cross-departmental initiatives, effectively collaborating with all parties to successfully fulfill project requirements*Responsible for ensuring the training of new hires on applications, processes and procedures *Provide staff development

Lake Mary, Fl

 Lead account manager for the Charter account  Document and validate all software and infrastructure changes Single POC between customer and Product Development Team Provide change management briefings with stakeholders Experienced with Microsoft Project Developed strong knowledge based on subject matter Support cross-departmental initiatives, effectively collaborating with all parties to successfully fulfill client needs Created supporting documentation, planned and organized implementations Key Achievementso Restructured unnecessary management briefings, which reduced meetings by 50%; additionally increasing productivity o Key results lead to the client requesting I be the lead on more than one projecto Partnered with the client to achieve over a 90% on-time rate for scheduled implementations o Recognized on multiple occasions by client leadership for successful implementations

Lake Mary, Fl

 Provided technical support for application service requests, to major application and database outages Performed User Acceptance Test of web-based Wireless Application using live production data and devices Oversaw troubleshooting, conversions, standardizations, go live and post implementation support Experienced with Oracle 12c, MySQL, Lotus Notes and Microsoft Access databases In-depth knowledge of current operation systems, OS400 for the AS400, Windows, Unix, Linux Proficient in using crystal reports and the Hardware Management Console (HMC) Served as the first level application support for the Integrated Communications Operations Management System (ICOMs) & Customer Relationship Management System (CRM)Key Achievementso Coordinated with clients, vendors, and engineers from diverse geographical locations.o Interfaced with Russia and India, to minimize technical issues and provide timely updates and trainingo Supported operational integrity and stability of ICOMs and acted as a 24x7 on-call Tier 1 contacto Responsible for ICOMs billing software implementations, testing, training and developmento Provided training to peers on new features that impacted Order-Entry/Billing with conversions/upgrades

Cincinnati Area/Lake Mary, Fl

 Owner and facilitator of the Incident Management Process Ensured all Priority 1 outages are resolved within established Service Level Agreements Work with all production teams to coordinate technical resources to facilitate rapid problem resolutions Served as first and second level application support providing data fixes for common software problemsKey Achievementso Implemented a new call code tracking system which enhanced the data quality and visibility \o Implemented overview meetings with new client users to better detail problem tracking applications o Created and maintained custom reports and databases for both client and internal users o Used Avaya Communication Manager Telephone System, creating custom ad-hoc reports for userso Provided planning and coordinated weekly meetings with resources during various client migrationso Coordinated bill cycle releases between the client and print vendor o Responsible for ensuring bill presentation accuracy, correct invoice counts, and marketing inserts o Created and maintained approved documentation for internal technical processes and procedures

Cincinnati Area, Ky

 Developed test cases based on written design Executed new enhancements and regression test plans Conducted peer and stakeholders test case reviews Performed stakeholder defect management and documented and monitored defects through resolution

Bachelor Of Science, Information Engineering Technology

Activities and Societies: Men’s/Women’s Basketball Scout Team Member – Participated in daily practices, film studies and individual.

Computer Science

Activities and Societies: Men’s Basketball Team Member - While participating in the Men’s Basketball Program at Defiance College, I.