Steven Bonds Email & Phone Number

Austin, Texas, United States

Austin, Texas, United States

Technical leader of the implementation engineering teams responsible for the tier 1 client base. Lead 20 Q2 employees and 2+ contractor resources driving all aspects of dedicated delivery and support for Q2’s top 50 clients alongside a diverse team of technical managers, team leads, implementation engineers, and solution architects.

Austin, Texas Metropolitan Area

Austin, Texas Area

As the first non-developer in the development department I pioneered the level 3 support role. I now manage a team of 6 level 3 support engineers. We were absorbed back into the support department, but continue to functionally work with the development team and help funnel only the code related issues to them.

Austin TX

Bridged the gap between the software development department and the support and implementations departments. Determined if reported issues were code defects needing development resources to fix them or if the issue was a caused by a miss-configuration.Maintained and implemented multiple test environments for internal company use by Sales, Training.

Austin, Texas Area

• Perform functional, application, and performance tests.
• Design and implement testing processes and Software Quality Assurance (SQA) methodologies necessary to deliver scalable, maintainable, and defect-free system(s) in an on-time and cost effective manner.
• Serve as QA interface with software developers and end-users.
• Report significant defects and tracks all defects and project issues.
• Analyze test results from a technical standpoint and the ability to isolate defects prior to escalating to the development team for resolution.
• Track test coverage and other metrics.

Participate in the full product development process from design and implementation to unit testing, integration testing, deployment, and customer support. Refine existing tests, identify missing test cases, prioritize testing to minimize risk and identify appropriate regression tests. Responsible for developing and implementing functional, regression.

Applied project management skills to improve ROI of premium service offerings. Lead contracted call center auditing projects to support financial reporting initiative to solve overpayment issues stemming from overly complex fluctuating terms. Deployed solutions providing an immediate savings of $36K. Negotiated reimbursement of $263K of over payments and.

Coordinated capacity planning with Dell’s internal Telecommunications Organization to ensure proper coverage to meet forecasted demand when fluctuations in demand had increased overhead costs $2.5M per quarter. Took advantage of interpersonal skills to leverage existing relationships and improved forecasts which reduced overhead costs by $10M per year.

Participated on joint project with IT/Telecom to capture data to improve volume forecasting, earning Yellow Belt for contribution of applying mastery of data analysis tools to develop recommendations to core team. Project results were improved efficiencies in total picture circuit capacity projections and automated circuit ordering providing savings of $5M.

Coordinated capacity planning with Dell’s internal Telecommunication Organization to ensure proper coverage to meet forecasted demand.

Coordinated the delivery of Dell policies at Outsource partner locations and ensured adherence, with focus on educating technicians in correct use of policies and procedures. Monitored Dell Technicians on customer focus, technical expertise, & policy adherence.

Promoted to Group Leader where I audited and monitored technicians for policy adherence. Provided advanced technical support to customers in escalated situations.

Initially hired to provide technical support on operation and maintenance of Dell desktop and portable products through both phone and e-mail channels. Promoted to Group Leader after demonstrating competency in (phone/email channels, learning reporting structure, meeting SLAs, etc)

Comprehensive software project management from concept to production. Quality Assurance testing of software through alpha, beta and final then rotated to customer service to provide phone support once the software titles shipped. Repeated the process cycle with the next project. Supported most of the titles from this era. Wing Commander Armada, System.

Advanced from associate, field, and senior field representative to field engineer. Received extensive training on a wide range of micro graphic equipment, computer concepts, information storage systems, database management, and interfacing. Equipment serviced ranged from simple microfiche readers to computer-controlled retrieval systems to complex laser.

Created startup company with a partner after deregulation of telecommunications industry. Our company focused on the installation of PBX equipment in offices and telephone equipment in private homes.

Studied & applied electronic theory in the maintenance and component level repair of electronic communications / radar jamming equipment on B-52G bomber aircraft. Gained leadership skills and supervised shift personnel and trained new field technicians.

Bachelors, Electronics Engeneering

Earned my degree while serving in the Air Force.

Cbap, Certified Business Analysis Professional

Pmp, Project Management Professional