David Seed Email & Phone Number

Congleton, Gb

Macclesfield, Cheshire, Gb

Macclesfield, Cheshire, Gb

Macclesfield, Cheshire, Gb

Chicago, Illinois, Us

Responsible for defining, building and executing test services within client delivery, with direct responsibility for ensuring projects are fit for purpose and meet the quality expectations of Callcredit’s/TU’s customers for on-prem and hosted offerings. Additional responsibilities included:• Being the quality advocate, engaging and influencing internal and external stakeholders.• Being the quality gate for products and services delivered into client delivery.• Building awareness of the respective team’s deliverables/risks and issues, to ensure client facing projects are not impacted by quality issues or feature gaps.• Through incident and problem management ensure support capture the appropriate details to aid product and service improvements, with specific focus on root cause analysis and improved knowledge share.• Leadership of test activities associated to internal projects.Achievements made over this period:• Implementation of a testing framework supported by quality metrics to aid continuous improvement.• Introduction of problem management to aid the capture of customer issues to drive product improvements and bug fixes, resulting in a reduction of client reported issues.• Implementation of a test effort calculator to aid project costings.• Creation of a remote testing resource pool.• Building a customer success strategy to aid customer retention and increase revenue.

South Jordan, Ut, Us

Responsible for leading a highly technical team of support technicians providing 24/7 support to a global customer base through self-service and assisted support.Following the acquisition of AppSense in April 2016 I was asked to take additional responsibility for the EMEA LANDESK/Ivanti support teams. Resulting in the leadership of a 50+ global team.Achievements made over this period:• Implementation and deployment of a support portal providing self-service to known issues and knowledge articles resulting in a 20% reduction in the need for assisted support.• Lead the integration of AppSense into LANDESK, (team, tools and services).• Introduced the TSM role, (Technical Services Manager), to provide proactive services and escalation management.• Overhauled the support process to improve customer interactions and outward communications.• Ran a “Voice of the Customer” survey to determine the companies NPS (Net Promoter Score) to aid product and service direction.• As a customer advocate, worked closely with Product Management and Engineering to ensure product direction focussed on real-world customer needs.

South Jordan, Ut, Us

Us

Macclesfield, Cheshire, Gb

Responsible for test and release management of numero’s enterprise class SOA based platform (numero Interactive).As a member of the Product Board and a senior member of the Development Team, participated in the prioritisation, collation and definition of all new product releases.Direct responsibility and management of our Customer Services Team, providing 24/7 support.Achievements made over this period:• Definition and implementation of a test strategy covering functional and non-functional test activities.• Integration of test processes into all aspects of product delivery and solution deployments.• Definition of product capability to support test coverage.• Implementation of a centralised helpdesk system and supporting processes to provide 24/7 cover to our client base to ensure SLA’s are met/exceeded.• Implementation of an escalation process to ensure appropriate action for all priority issues.• Introduction of a Selenium based automation framework.

Macclesfield, Cheshire, Gb

Us

Us

Implementation of a new world-wide escalation process to ensure:• The collation of appropriate factual information for all identified issues.• Analysis of tickets/defects to identify trends.• To perform impact assessments to ensure high impact issues are escalated appropriately.• To bring together the respective teams to resolve high impact issues.• Centralization of knowledge/issues/status across all regions.This position was only held for a few months due to being promoted to Director of Quality Assurance in July 2007.

Us

Responsible for all test related activities for a number of SurfControl’s products. Additionally held a senior position within the escalation process, working directly with the support organisation, to bring together technical experts from across the business to resolve client driven issues. Achievements made over this period:• Introduction of a new defect management workflow to better track and manage the defect lifecycle. • Introduced Mercury’s Quality Management solution to centralise and bring consistency to all Test Teams and regions.• Introduced Mercury’s automation tools, (Winrunner and Quick Test Pro), to improve the efficiency of Testing, and Test Coverage/consistency.• Introduced a Release Management process through the introduction of Test Completion Reports and Project Release Meetings.• Introduced an RFE (Request for Enhancement) process, to ensure customer and internal requests are adequately tracked and actioned.• Introduced a Resource Management system to allow Testers to check-in, check-out, and check the availability of Test Resources.• Introduced a timesheet process for tracking resources assignments/including reports to management.• Introduced SharePoint to the Test Team that was then recommended to the entire business, (and became the central repository for all internal activities).• Proposed a Virtualised solution using VMWare Lab Manager with an estimated reduction from 30% to 5% of total testing effort of system set-up and maintenance.

Msc, Management Practice, Business

L7, Leadership