Management Quality Assurance

S HARON R OBERTS

***** ***** ****** • Woodbridge, VA• 22191 • (h) 703-***-**** • (c) 240-***-****

E-mail: **.*********@*****.***

Clearances

OCC/Public Trust

Operating Systems

MS-DOS

Windows XP,2003 Server, Windows NT, Windows for Workgroups, Windows 95, VM, MVS, CP/M, IDMS, TSO, VMS, ADS/A,

MAP/C, ADS/G, IDD, DMLO, OLQ, Unix (Sun, AIX, HPUX, and Linux)

Relational Databases

Oracle 11g->7.x,

MS SQL Server 7/2005, DB2, Sybase

Languages

PLSQL, COBOL 74, FORTRAN IV & 77, Basic, C, JCL, Oracle, REXX, JAVA, JAVAScript, HTML

Software/Tools

Microsoft Office – Word, Excel, Access, PowerPoint

Microsoft Project

Visio

Rational ClearCase

PVCS Version Manager

PVCS Tracker, SBM

WordPerfect, Lotus 1-2-3, dbase III & IV, R:Base 5000, OCLC, Endevor, QADirector, Automator AQPlan, QATrack, ISPF,

TSO, ACF/2, CoolGen, MVS, SAP, Dimensions CM, DOORS, Remedy

Training

ITIL v3 Foundations

How to Communicate with Tact and Professionalism

Dealing with Difficult People

How to Supervise People

Take Control of Projects & Priorities to Meet your Deadlines

Increase Productivity and Efficiency

CoolGen

Grammar for your Job

CM Training

Introduction to CMM Practices

HCFA, DOORS, WinRunner

QARun, REXX for MVS

PVCS, Dbase III, ServiceNow

Certifications

CMII

Professional Summary

Configuration Management Migration (CM), Quality Assurance (QA), Software

Quality Assurance (SQA), Problem Management, Testing, Change Management (CM),

Planning and Practices conducted in accordance with OIT polices, Project

Management, and procedures, including the Systems Life Cycle (SLC)

Special Expertise’s in CM software Tools, CMM methodology, CMII methodology, CM

software tools, CM/QA analyst, Systems Analyst, HR,Testing and Documentation

Specialist

Responsible for Process Engineering, QA and development of Software Best Practices

in relation to Builds, Source Control, Change Control, Testing, CM applications and

Application Deployments.

1

Effectively communicate with peers, managers and clients

Provide support to colleagues on professional development and improvement of

solution offerings, including KPI’s activities

Trained on industry and Serena methodologies including CMM, CMII, Six Sigma,

ITIL, Agile, Testing and PEMM

e

DigitaliBiz, Washington, DC ● October 2012 – April 2013

Senior Change, Release, Configuration and Problem Management Analyst

(Office of the Comptroller of the Currency)

Manage IT Service Management (ITSM) best practices and standards to enhance the overall

quality of products and services throughout the enterprise. Manage the Change Management

process, facilitate centralized communications and tracked IT changes to promote improved

communication and understanding of change impacts across IT groups and the organization.

Monitor the implementation of approved change requests. Manage the Problem Management

process, collaborate with troubleshooting team on root cause analysis, ensure that problems are

analyzed and corrected, prevent risk of reoccurrence, identify trends, and drive continuous

improvements. Educate the technical staff, including providing expert guidance on ITIL and its

benefits. Drive organizational excellence through internal planning and technology strategies.

Ensure quality assurance, service, and support for all users and customers. Play integral part in

meetings to discuss change management, incidents, and problem management issues. Identify

key areas for Business Process Improvements and collaborating with cross-functional teams to

implementing improved processes.

• Responsible for Problem Management

Participate in daily Production Issues Meeting

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Problem and Incident Management System (PIMS) POC

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Perform functionality testing associated with releases of PIMS

o

• Responsible for monitoring changes throughout the Change Management

lifecycle.

• Perform Release Management duties ensuring each release is properly tracked,

installed, tested, verified and uninstalled/backed out if appropriate.

• Performing the release coordinator role for weekly change activity to include

weekend work.

• Monitor the software engineering processes and methods used to ensure quality

for manual and complex projects

• Support the preparation, review and delivery of all change & release

management deliverables such as the Forward Schedule of Change (FSC) and

Release Matrix.

• Supporting the weekly Engineering Review Group(ERG) and Enterprise

Change Control Board (ECCB) meetings by:

Preparing the agenda.

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Reviewing and analyzing the items prior to the meeting.

o

Capturing meeting minutes and action items.

o

Following up on action items to ensure their completion.

o

• Producing or supporting all associated deliverables.

• Scheduling, conduct, report and review Post Implementation Reviews and Lesson

Learned.

Northern Virginia Community College (NOVA), Woodbridge, Virginia

Student – Studying: Information Technology Network Engineering September

2010 – Current

Increase knowledge and update skills to augment my abilities in other fields of knowledge

and skills in information technology.

Training necessary to obtain several different CISCO certifications.

2

Serena Software Inc., Customs and Border Protection, Springfield, Virginia

Senior Consultant September 2005 – October 2011

RM (Release Management)Team Lead for Homeland Security, Customs and Border

Protection Office of Information & Technology Oct 2005 – Oct 2010

Perform tasks in the areas of structure code methodologies systems and assures

consistent quality of production by developing and enforcing good automated

manufacturing practice (GAMP) systems, including Agile, Six Sigma, ITIL, CMII and

others

Team member in work groups associated the RM/QA/CM teams within EDME, ENTs, the

Program Offices and DHS, Oct 2010 – Oct 2011

Responsible for all on/off boarding related to new employees along with conducting

orientations and training

Establish and maintain Asset Management System Performance Library

Plan, develop, organization, maintain and control Quality Procedures for manual and

complex Automated Information Systems (AIS) projects

Assist with the RM Contract Management and Oversight in capacity of project manager Oct

2005 – Oct 2010

Responsible for team HR related issues and team schedules

Develop, Document, Implement and maintain Procedures and Processes as required

for controlling changes (Change Management) to CBP hardware, software, firmware

and documentation configurations items (CI’s)

Develop Test Cases, Plans and Scripts

Develop and manage KPI’s to evaluate the success of the activities

Interface with the Dimensions Project Team to ensure that sound configuration

management policies, procedures and processes are being automated within the

Dimensions V10.1 + software tool

Perform/monitor daily migrations of CBP application code to the testing, production,

Certification and Education environments

Develop and provide team reports for RM, QA and presentations to upper

management

Monitor and approve team timesheets, weekly status reports, monthly

accomplishments, PMR, CDO weekly status report

Perform/monitor coordination of implementation activities amongst multiple OIT

organizations as required to include but not limited to operations, CICS and

mainframe

Provide daily migration team support during normal business and on an as needed

basis during non-business hours

Interaction with the CM/QA/CM customer support teams including manage systems

access for users of needed applications

Conduct periodic audits to ensure users have access to the correct systems

Major role with the conversion of RM homegrown tools to the Dimensions CM Tool

Implement and manage deployment of product releases to include operation systems

upgrades and patches

Identify and coordinate dependent artifacts and configurations for a release including

external third party tools, internal third party applications and Client environment

configurations

Schedule conduct, report and review Root Cause Analysis (RCA) and Post Implementation

Reviews (PIR) and Lesson Learned.

Define deliverable artifacts required to deploy one or more products release notes,

deployment documentation and defect tracking updates

3

Prepare quality documentation and reports by collecting, analyzing and summarizing

information and trends including failed processes, stability studies, recalls, corrective

actions, and re-validations

Verify and audit release packages in controlled destination

Coordinate release activity with product managers and Configuration Management

Strive to automate every aspect of the release process to save time, improve accuracy

and promote repeatability of the builds

Provide upper management and vendors with RM/CM presentations

Work with Developers, QA teams, Testing teams and Project Managers to ensure code

deployments run smoothly, on schedule and validates quality processes

Provide support and mentoring to Build/Release Analyst and Change Control Analyst

regarding release best practices

Participates and assists with the Change Management Boards, CCB, CAB and QA

teams

Effectively communicates the status of changes to the CCB user community; assists the

CCB user community in properly managing changes throughout the change request

process through oral and written communication; advises users on best practices of

change management, to include identifying problems with process compliance and

resolutions

Contribute to the overall practice in the areas of competence development,

establishment of methodologies, to include identification for security and contingency

plans and approaches; not limited to identifying IT systems, hardware, networks or

software for potential IT security risks

Seta Software, Inc., Customs and Border Protection, Springfield, Virginia

Configuration Management/Code Migration Team Lead 2000 – 2005

SR. Configuration Management - Mclean, Virginia, Testing Team Lead & Quality

Assurance Team Manager 1997 – 2000

Assistant Program Manager in support to Customs and Border Protection CM task

Conducted Configuration Management and QA activities for support of all US

Customs Service major new, enhances and modified computer systems, which included

coordination between the RM team, developers, testers, operation, implementation

mangers, OIT Change Control Board, upper management and any external

organizations and stakeholders that may be impacted by changes to CBP’s current

baseline

Responsible for all on/off boarding related to new employees along with conducting

orientations and training

Responsible for team HR related issues and team schedules

Responsible for Establish and maintain Asset Management System Performance

Provided support to Applications, Database and Testing Branches to maintain control

of software and its related components through the pre-determined life cycle

Provided support to the Dimensions team for the conversion to the Dimensions tool

Responsibilities included: ensuring that established policies and procedures are

followed; ensuring that security and integrity of the life cycle is controlled and

protected; submitting requests for necessary database maintenance; comparing,

compiling and documenting results; identifying software components and determining

how they are to be controlled; migrating software and related components from

development through testing and into production and/or education environments; and

updating and maintaining Software Tracking and Reporting Systems (STARS)

Attended QA, deployment and coordination of tasks meetings to ensure successful

implementation

4

Responsible for the creation of the RM/QA metrics, reports, strategic plans, and

actions plans

Participated in the creation and development of the OIT CCB (Change Control Board)

and Enterprise Change Management Team

Education

Virginia Northern Community College, Woodbridge, VA – IT Network Engineering/

Security+/Network+ - Current

ServiceNow March 2013

Data Systems Management, Pratt Institute, Brooklyn, NY B.S. requirements completed 12/

1988

Software Configuration Management November 2000

Configuration Management ll – CMll Certification (Arizona State University) March 2001

PVCS Dimensions Fundamentals 7.0 July 2002

PVCS Dimensions Fundamentals 7.1 April 2003

ISD CCB Dimensions September 2004

Recognition

Employee of the month – November 1999

CBP Contractor of the month - July 2003

Exceptional Service – October 2003

CBP Letter of Appreciation – December 2003

OTD Recognition Award – October 2004

CBP US-Visit Certificate of Appreciation – January 2006

CBP e-Passport Certificate of Accomplishment – December 2006

CBP People making a difference - September 2009

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