Led a high performing, geographically dispersed QA team of both manual testers and automation engineers with a mix of FTE/Offshore resources; introduced and implemented test automation; established and tracked team goals in support of organization wide KPM's; evaluated and implemented new tools/vendors/technology to support continuous growth of QA capabilities and alignment with department’s SDLC toolset.•Successfully introduced test automation at Servpro with the implementation of a robust Ruby based automation framework using Selenium Webdriver and Appium for both web-based and mobile apps which reduced the time spent by manual testers on repetitive testing tasks•Successfully led testing engagements for all projects, enhancements, and baseline support for both web-based and mobile apps including multiple enterprise level implementations/enhancements•Transformed a young QA team into a high performing, highly capable, process-oriented group of testing professionals through training, coaching, and mentoring resources based on individual growth needs•Established and formalized standard QA procedures and ensured process documentation•Managed performance outcomes through goal tracking and review sessions to provide data driven performance feedback/coaching•Implemented offshore model in India and Central America to supplement resources and managed engagements with clear goals, direction, and milestones •Supported migration from TFS to JIRA and was responsible for evaluation and implementation of test management suites to integrate with JIRA•Tracked and reported QA metrics to Senior Leadership•Ensured mitigation plans were in place for issues encountered•Collaborated closely with stakeholders and Senior Leadership to ensure alignment with strategic goals, compliance with business requirements, communication/mitigation of issues, establishing/managing timelines, and prioritization

Led multiple high performing, geographically dispersed QA teams; responsible for managing manual test resources and automation engineers using various tools; focused on mentoring and coaching of resources for career development; tracked specific QA metrics including automation utilization and DRE; skilled in talent acquisition and evaluating candidates against current team needs; led teams through process and automation improvements aligned to strategic business objectives•Managed QA teams of as many as 50+ resources with a mix of FTE and contractors•Managed QA teams across multiple business channels concurrently•Managed offshore resources in both India and the Philippines and visited regularly to ensure proper engagement•Part of the management team responsible for interviewing, evaluating, training, and mentoring 100+ recruits as part of a university recruiting program•Managed performance outcomes through alignment of individual team member goals to strategic business goals, regular 1 on 1 meetings and goal reviews with direct reports, and quarterly performance evaluations to provide regular, data driven performance feedback for all of my team members.•Collaboratively worked with business partners from analysts up through senior leadership on issue mitigation, resourcing, strategic business initiatives, goal alignment, capacity, and strategic planning.•Responsible for ensuring mitigation plans were in place•Oversaw test automation teams across multiple channels utilizing several different tools including ITKO-Lisa, SoapUI, Ready API, Quick Test Pro, Selenium, Empirix Hammer, Quality Center, and JIRA•Implemented several key innovative solutions across my teams to support strategic business objectives resulting in cost savings or expanded capabilities. Communicated these to senior leadership in conjunction with my key direct reports, estimated ROI, secured funding and ensured milestones were communicated/met for each initiative, and tracked results.

Led QA teams on projects of various scales and durations; coached and mentored QA project teams of anywhere from 2 to 10 QA testers; collaborate with as many as 20 developers on the various projects; signed off on releases; involved in the interviewing and hiring of test analysts; responsible for software build release management.•Led QA testing teams for projects of various sizes from small patches to major software releases for two Fortune 500 companies with months long durations•Senior QA resource for a major internal R&D project of a complete in-house developed web-based guided selling application with duration of between 1 and 2 years and piloted for a major national auto parts retailer with over 5000 retail locations.•Interviewed potential test analysts and involved in hiring decisions•Single handedly performed all QA testing/documentation for a complete overhaul of our internal product knowledge creation application. •Developed test plans and test cases from design documentation provided by Product Management team•One of the key QA staff challenged with evaluating/implementing Mercury Quick Test Professional. Took our smoke tests and manual test cases and determined which ones could be automated, recorded them, and was responsible for executing/analyzing results on each build.•Worked with customer support to recreate/resolve production issues •Worked with our offshore QA partners to ensure full test case coverage and mentor them through any challenges •Was responsible for software builds, deployments, environment configuration, and release management•Participated in QA resource and hardware resource planning•Considered a go to resource within the QA team for more technical requirements and environment issues/knowledge

Executed project management and design requirements related to company’s 401(k) participant websites; hired and supervised test analysts; defined client specific requirements; wrote test plans, project plans, and plan specifications; assigned resources, signed off on releases, and conducted post production support.•Managed a total site redesign while continuing site enhancements, and overseeing conversion of new clients•Managed user acceptance testing process for participant websites•Interviewed, hired, trained, and supervised test analysts for our web based 401(k) solution•Oversaw testing support team consisting of three test analysts for the financial workstation used by 350 CSR’s

Oversaw user acceptance testing; supervised testing analysts; wrote specifications and test plans; defined client specific requirements, tracked and resolved testing issues related to the 401(k) website; assigned resources, signed off on releases, and conducted post production support.•Managed user acceptance testing process/team for MetLife’s first 401(k) e-commerce participant website•Participated in the design and user requirement definition phase for each major site enhancement•Managed implementation/testing of complete site redesign

Primary point of contact for BellSouth and Westinghouse Savannah River Company benefit managers; handled client reporting and billing, and resolved escalated participant inquiries; implemented plan and system enhancements.•Coordinated activities of several departments including client services, service center, operations, and trustee team•Defined and tested system enhancements and bug fixes ensuring all service levels were consistently achieved•Proposed 401(k) plan or process changes resulting in increased plan efficiency and cost effectiveness•Hired, trained, supervised, and mentored client service analysts

Supervised, trained, and mentored approximately 20 customer service representatives; documented processes and procedures; handled monthly regression testing of financial workstation and voice response system; processed client and internal reporting; fielded participant phone calls and provided billing information to the client service manager; researched and resolved complex plan issues and customer inquiries.•Implemented operational and training improvements resulting in greater efficiency and improved customer service•Performed user acceptance testing of various major system and plan enhancements•Fielded overflow and escalated participant inquiries

Fielded general participant inquiries; executed and verified transaction requests; developed monthly reports for clients; researched and resolved complex plan research issues•Developed process and procedure documentation•Tested new financial workstation and voice response application