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.
• 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:

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.
• 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.

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.
• 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.

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.
• 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.

Msc, Management Practice, Business

L7, Leadership