Mike W. Email & Phone Number

Wellington, Wellington Region, New Zealand

Lead BA on Payroll and HRIS transformation projectElicited and refined requirementsModelled and refined business processes in BPMN 2.0Built ROI and RFP packs for vendors to answer requirements, with automatic scoring for the review panelManaged stakeholders through elicitation to contract sign-offAuthored BA framework, standards and processes for NCCBuilt and managed Azure DevOps Kanban for project workWorked with CEO on Staff Survey action group –built SharePoint site to help with staff resilience (giving and receiving feedback)Trained BETS (Business Excellence and Transformation) team on how to use Teams, OneDrive and SharePointBuilt standard NCC technical document templates

Managed a team of 6 remote service engineersImproved customer service experiences by redesigning day plans and processes for the engineersManaged customer complaints through to satisfaction –using them as teachable moments with the teamDesigned and implemented work flow rules to manage incoming incident ticketsWorked across teams to design and improve our escalation processHelped to design and implement KPIs for the teamManaged customer data to ensure correct billing was produced for our customersCoached the team on incident diagnosis techniquesManaged ticket layout and custom data to make ticket logging quicker

Process redesign and value stream mappingDebugging new installation of Zephyr and JIRATraining staff in the use of our new testing tools

Designed and built bespoke Requirements Management tool and overhauled processes to align with new tools and templatesAligned design of all templates to have same look and feelDesigned and Implemented new requirement syntaxes based on EARSDesigned KPIs, dashboards & reporting tools for BA outputs and data collectionDesigned and delivered induction and training on new processes, use of requirement syntaxes and requirements management tool

Wellington, New Zealand

Redesigning ALM usage for each module including customisation of workflow, transition rules and screen designConsulted to test projects on tool set-up, reporting, test design and execution •Designed defect management and test case review processesDesigned and implemented various measurement reports to verify test tool usage and report on the success of process improvements for test tool useDesigned and delivered training on advanced ALM featuresDesigned KPIs to measure and improve development and testing capabilitiesRedesigned IR’s test estimation toolsWorked with colleagues to implement a TMMi based structure for the testing capabilityHeavily involved in virtualised development and test system proof of concept. Delivered several presentations on test system virtualisation to the Government Test Professionals Forum and senior IRD management.

Managing all live EFT issues for Waitrose. Managing third party suppliers to keep them on track for bug fixes. Designed and built bespoke EFT analysis tool to examine S1 log files. This has pinpointed a number of issues by analysing tens of thousands of transactions at a time to locate actual fault trends to be able to carry out root cause analysis.Quality Center customisation - designing bespoke workflow and transition rules in VBScript. Building custom reports in SQL and VBA. Managing users and groups with workflow scripts.

Responsible for the management of Quality Assurance staff in EMEA.Work flow and queue management of all EMEA QA tasks and work assignments.Redesigned and implemented testing processes and procedures.Investigating, documenting and redesigning overall business process for email campaigns.Designing test plans, test cases and test scripts for technical email projects.Reviewing junior staff members test plans, cases and scripts.Designing automated test tools in VBA to streamline their email campaign QA. This has reaped significant time and cost savings for e-Dialog.Training junior QA staff in how to dissect technical specifications and devise realistic QA estimations from them.Teaching staff how to use VBA in Microsoft office to automate complex data manipulation.

Increasing chip & PIN card and terminal usage across 12 countries in the Visa Europe region for new products; contactless, prepaid and V PAY.Managing DDA migration projects to reduce the risk of fraudWorking with Visa Europe member banks as their chip & PIN subject matter expert for card personalisation and issuing on large scale issuance projects (millions of cards).Providing in-depth specialised expertise on business, functional and technical requirements, operating regulations and best practice on chip including EMV, contactless, prepaid and added value solutions.Resolving personalisation issues between VE member banks and their personalisation bureaus.Performing complex data analysis and managing interoperability and data quality issues for VE member banks.

Testing and consultancy services for the payments industry

Responsible for the management of Software Quality Assurance and Tier One Technical Support teams across EMEA.Establishing and expanding both teams throughout EMEA in geographically diverse locations.Planning and implementing either continual process improvement or complete re-engineering of processes, depending on the business model needed.Planning and managing staff training and improvement of team dynamics across EMEA.Customer meetings at boardroom level across EMEA to devise effective technical support plans.Devising and implementing support SLA’s for interdepartmental working and cross functionality.

Providing APACS and EMV guidance to developers, testers and project managers. Conducting certification testing of EFT software developed across EMEA.Team management. Interviewing and hiring staff. Staff allocation to projects for completion of testing and certification. Staffing level planning and forecasting. Team leading and motivating.Reviewing of internal and external specifications for business use. Designing functional specifications, test reports and test plans. Testing process standardisation and rationalisation.Testing and certifying PSTN, Ethernet, GPRS, WiFi and IP based terminals, basic PED’s and PED’s with integrated MSR and ICC readers across Europe and Africa.Internal and external presentations and demonstrations from technical to boardroom level.Testing and procuring automated payment industry test tools from Kasys and Integri. Designing automated test script builders for testing EMV applications.

Designed and developed Chip & PIN and APACS automated testing tools. (This involved the breakdown of complex ASCII files, designing and implementing databases, VB front-ends utilising large arrays of data to be able to compare submitted files with expected ETEC, Visa, Laser, JCB and in-house test scripts.)VB6, VBA, Excel, ADO, SQL, COM.System design and analysis. Produced design and implementation documentation.

Provided expert technical knowledge and support to blue chip retail companies on system design, card scheme compliance, APACS compliance, and data communications. I attended and offered advice at RBS technical meetings as and when required. Completed a major update to Streamline’s standards for Visa commercial cards.Project managed customer testing, providing documentation, and technical consultations in face to face meetings from board to technical level. Provided customer support, test issue resolution, and live issue resolution to tight time scales.I was one of Streamline’s main representatives on the committee run by KPMG to design documents to facilitate the introduction of Chip & PIN in the UK.Provided in-depth training and leadership to other staff members on an ongoing basis. Produced internal training documentation for use by other team members.

Education record

Industry Certifications

Activities and Societies: ISTQB Advanced Test Manager ISEB/ISTQB Software Tester ITIL V3 Foundation Lean Six Sigma Green Belt