Quality Assurance Customer Service

JEFFREY H. ALEXANDER

********@*****.***

* ******** ***** * 908-***-****

Flemington, NJ 08822 H 908-***-****

SUMMARY

Software Quality Assurance leader with extensive experience in all phases

of the software development life cycle. Proven track record for building &

leading highly effective teams. Adept at understanding business needs and

implementing systems that meet those needs. Detail oriented problem-solver

with excellent analytical and negotiation skills with a commitment to

delivering on time and on-budget results.

Expertise includes:

Quality Assurance Project Management Team

Building

Talent Development & Utilization Vendor Management Testing

Automation

HIPAA Six Sigma Green Belt

Full Lifecycle Systems Experience (Waterfall and Agile) Including:

Project Charter, Analysis/Requirements Gathering, Development, and all

phases of Software Quality Assurance: Functional, Regression,

Performance/Stress, and UAT Testing.

Test Data Management Defect Management & Resolution

PROFESSIONAL EXPERIENCE

Express Scripts (Formerly Medco Health Solutions), Franklin Lakes, NJ

1999 - 2013

Senior Director - Software Quality Assurance 2003 - 2013

Overall responsibility for Software Quality Assurance Teams dealing with

various application areas spanning platforms and technologies including

Data On-Boarding, Financial, Master Data Management, Customer Service, and

Business Intelligence Applications. Managed up to 80 people (employees and

consultants, domestic and offshore).

. Increased productivity by 100% through training of staff, use of

automation, reusable components, and clearly defined roles and

responsibilities.

. Reduced the number of data setup defects by 75% through training and

automation.

. Achieved a defect leakage rate of approximately 1 when comparing

monthly defects found in testing versus monthly production issues.

. Led the Test Data Support Team that handled over 6,000 requests per

year and completed 80% of the requests within 24 hours supporting the

ongoing testing and development efforts.

. Managed a centralized performance testing team of that reviewed

requirements, built the necessary scripts utilizing Performance

Center, and executed the tests in support of the development teams

ensuring that the applications delivered met or exceeded the

performance/load requirements.

Developed and coordinated the overall test strategies, test planning,

test data management, test execution, and defect tracking/resolution

for the Integration, QA, Regression, Performance/Stress, UAT, and End-

to-End testing components as the overall Test Lead for the Quality

Assurance organization on various cross-functional projects including

Med D Compliance related projects.

Managed staffing allocations as well as budgets for projects and teams

ensuring all areas were on budget and staffed correctly.

Awarded the Medco Chairman's Award for Excellence in 2005 and the

Medco President's Award for Excellence in 2010 for the QA Lead role.

Developed SOPs and Governance for the functional testing teams

ensuring overall quality of core systems.

Implemented processes to support QA SOPs, Defect Tracking, Reporting,

Training, Data Management, and Functional Testing resulting in

consistent and measurable data to evaluate the testing organization.

. Developed metrics and reporting processes using Six Sigma principles

to track the effectiveness and efficiency of the QA organization.

Utilized the metrics to identify and implement improvements that

increased quality and productivity.

. Implemented the process for the implementation and transition of

offshore resources within the Quality Assurance Organization resulting

in cost savings and resource flexibility.

Senior Director - SDLC/QA 2003

Lead member of a Systems Development Life Cycle/Quality Assurance Team

responsible for improving the development & delivery of all our products

through the introduction and rollout of an enterprise wide SDLC and

improved testing methodologies. Managed 4 test managers and test leads on

several major Client Installs.

Developed artifacts that were the basis for the organization achieving

CMMI 3 accreditation

Participated in vendor evaluations/selection, preparation of Statement

of Work, tool evaluations, Requests for Proposals, and cost benefit

analysis that drove the organization to CMMI 3 certification.

Director - Application Development: 2000 - 2003

Management responsibilities included the tactical and strategic direction

for the design, development, implementation and support of both Health

Management programs and Medco Health's outbound transactional email

communication channel.

. Migrated existing programs from a Sybase application by rewriting and

integrating these programs onto a new 3-tier architecture system

thereby allowing the old application platform to be sunset resulting

in development and operational savings for the company.

. Upgraded the outbound email capabilities resulting in doubling the

capacity for outbound emails (e.g. refill reminders, order status).

This resulted in increased savings in customer service calls and

increased revenues from Mail Service orders.

. Developed a web based system that allowed Medco Health's clients to

manage their Coverage Management Plans rather then using Medco Health

Call Center Representatives resulting in decreased operational costs

for Medco Health and increased client satisfaction. Named as inventor

for US Patent (7,155,397).

Senior Manager - Application Development: 1999 - 2000

Management responsibilities included the tactical and strategic direction

for the design, development, implementation and support of programs used to

administer the prescription drug plans for 60+ million Medco Health

members.

PREVIOUS EXPERIENCE

The Dun & Bradstreet Corporation, Parsippany, NJ

Director Development

Responsible for the development team supporting Domestic and Global B2B

Marketing applications. The major functions included Order Entry, Counts,

Product Fabrication, Delivery, and Billing applications.

. Built an Operational Data Store (WorldBase) that was the central

integration point for all D&B business data. The data was collected

from data centers around the world (over 60 million cases).

o Planned the project and managed the status reporting to Senior

Management throughout the effort

o Worked with development teams (in U.S., Canada, Europe, and

Australia) to develop the data capture capabilities.

o Built feeds to multiple Data-Marts for online and batch product

generation capabilities.

o Provided ongoing operational support following system

implementation.

Manager Development:

. Built an Operational Data Store (Public Records Data Base) that was

the central integration point for all Domestic D&B business data that

was collected for Suits, Liens, Judgments, UCC Filings, and

Bankruptcies.

. Led development and support activities for all of the major data

collection systems and databases supporting D&B's core credit

information services.

Programmer/Analyst:

. Designed and developed new Data Capture systems. Developed CICS and

batch applications to capture, validate, and update Business

Information to be used in all of D&B's products and services.

EDUCATION

MBA / Management, Fairleigh Dickinson University, Madison, NJ

BS Business Administration, Minor / Economics, State University of New

York, Oswego, NY

AWARDS

D&B Presidential Citation Award, 3 time D&B Team Day Winner

Medco Chairman's Award for Excellence, 2005 Medco President's Award

for Excellence, 2010

Named as inventor for US Patent (7,155,397) Apparatus and method for

managing prescription benefits.

TECHNICAL SKILLS

Languages:

COBOL II, BAL, C, Visual Basic

Data Bases:

DB2, Informix, Oracle, Sybase, Teradata, MS Access, DB2/6000 PE

& UDB, IDMS

Operating Systems:

MVS, DOS, OS/2, UNIX, Windows XP, Windows NT

Other:

Agile, Six Sigma Green Belt, MS Office, MS Project, Compuware

Automated Testing Tools, QTP, JMeter, Performance Center, Master

Data Management, SOA Service Testing, PegaRULES Process

Commander (PRPC), Rational Portfolio Manager (RPM), Data

Analysis/Modeling (Entity/Relation and multi-dimensional),

Dataware, XML, CICS, Broadvision, Summit Ascendant, TSO/ISPF,

Lotus Notes

COMMUNITY ACTIVITIES

Flemington / Raritan School District, Member Parent Technology

Committee

Instructor - MS Office software

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