* Provides definition, development and deployment of the product quality assurance strategy, addressing all phases of product development.*Directly supervises Quality Assurance including preparation and delivery of staff performance evaluations and career development activities.*Manages the department and overall expectations pertaining to setting accurate schedules, costs and resources.*Implements ongoing quality improvement processes working with interdepartmental teams.*Manages the planning and execution of product testing efforts, including all associated resources to meet committed delivery dates.*nticipates program release problems and take corrective action, escalating as needed, to resolve and achieve commitments

• Manage a team of four Automation Specialists supporting up to 5 projects at time.• Coordinate manual and automation test activities• Create and implement process improvements.• Perform White Box Testing on new Web Services• Assist management with test tool selection.• Created and Updated SharePoint Team Site• Lead test efforts on special one-time projects to ensure the quality of the product.• Analyze and extract application test criteria from system documentation and the actual product.

• Create Test Plans and Test Cases by analyzing and Business and Technical Specifications• Provided 95% accurate Estimates for project Test Effort.• Research and document and present process improvement ideas.• Create and execute tests to ensure the quality of the applications • Manage application defects through defect/test reviews and following up with external development team.• Test hotfix code changes for Production Support.

• Create Test Plans by analyzing and extracting application criteria from system documentation and the actual product.• Establish, maintain, and implement the test methods and procedures necessary for the verification of Web and Microsoft Windows based applications.• Create and implement process improvements.• Create and execute manual and automated test to ensure the quality of the applications • Manage application defects through defect/test reviews and following up with external development team.• Utilize SQL Enterprise Manger to create data for detail testing and assist in Production Support

Manage and coach a team of six to ten customer services representatives.• Handle escalated calls and resolve issues using creative thinking techniques.• Follow-up on customer issues to insure total customer satisfaction.• Inform management of process breakdowns.• Create and implement process improvements.

• Review and grade sales calls to ensure procedures and customer service meet quality standards.• Review and grade sales calls received by venders to ensure procedures and customer service meet quality standards.• Coach sales representatives on errors made during the sales call.• Make mystery calls regarding special promotions and report findings.• Participate in remote calibration calls with vendor to ensure constancy in procedures.

• Manage a team of four Automation Specialists who create test scripts, which verify the applications, and components do not regress in functionality when new features are added.• Coordinate manual and automation test activities, to include managing application defects, holding defect/test reviews and following up with external groups.• Create and implement process improvements.• Manage the hardware/software support for the Manual and Automation test labs, and supervise the hourly employees.• Assist management with budget decisions as well as order all supplies for the labs and workstations.• Establish, maintain, and implement the test methods and procedures necessary for the verification of business applications.• Lead test efforts on special one-time projects to ensure the quality of the product.• Analyze and extract application test criteria from system documentation and the actual product.Lead Technician• Led a team of twelve technicians. Evaluated team members' technical skills and customer service aptitudes• Responsible for the training and certification of each team member's technical abilities, knowledge of UPS Services and customer service.• Assisted UPS customers with hardware and software problems.• Could identify in real-time problems with communications and alert management.

• Monitored and operated MVS and TPF Systems• Worked with other operators from vendor companies to solve connection and gateway problems.• Managed the tape library and helped establish the procedures for the shipping and receiving of tapes for disaster recovery and vendorsTechnical Support Specialist• Averaged 55 individual contacts per day and solved over 90% of the members' service problems over the phone and through written communications• Could identify in real-time problems with communications and alert management,• Selected to travel and train new technicians• Utilized special software to communicate with the hearing impaired

• Averaged 85 contacts a day and solved 90% of the service member's problems.• Recognized for technical capability and promoted to a permanent position at ProdigyCorporate Secretary IBM• Managed electronic calendars and arranged travel for eight managers• Provided clerical support for department of over sixty people• Scheduled approximately ten weekly meetings for up to 65 persons• Maintained the Secretarial Center copier, printer and supplies• Organized and maintained large project files.

• Reorganized marketing filing and streamlined mailing procedures to increase productivity by 50%.• Created a standard office procedure book to clarify and prioritized various duties.• Maintained and ordered supplies for the district office.• Relieved receptionist and assisted other clerical personnel.

• Took, developed and printed photos to accompany news articles written and researched for the Post Paper• Wrote and coordinated the Hometown News Release Program for the United States Military Cadets as well as for military and civilian personnel.• Escorted the media and organized visits of United States Presidents and Vice Presidents.• Managed 325 housing units with approximately 2000 military family members. Assisted facilities with problem resolution recommended and negotiated improvements including safety issues and plans for future projects.