Quality Assurance Project
Resume:
ANNA PATTERSON
*** ******* *****, **********, ***** 75165 940-***-**** **************@***.***
IT MANAGER
QUALITY ASSURANCE PROJECT MANAGEMENT TRAINING AND MOTIVATION
QUALIFICATIONS PROFILE
Versatile, process-oriented, and results-focused IT professional, offering in-depth expertise in handling various IT
operations along with effective abilit y in providing effective technical solutions. Demonstrate dynamic leadership
and collaboration skills in directing cross-functional teams to achieve certain common goals and company
objectives. Employ outstanding abilities utilizing out-of-the-box techniques to spearhead multiple projects and
resolve complex problems. Possess valuable customer service aptitude, along with excellent communication and
interpersonal skills in order to identify, assess, and solve customer needs and project requirements.
AREAS OF EXPERTISE
Operations Management Cost Effective Analysis
Software and Hardware Installation General Management
Application and Process Development Project Team Management
Strategic Planning and Execution Technical Support and Services
Quality Assurance Management
TECHNICAL ACUMEN
Operating Systems Windows XP, 2000, Vista, and Windows 7; Basic UNIX
Server and Web Platform SharePoint, Basic SVN, Rave Design, and WebSphere
Database Oracle and Delphi Applications, and SQL
Software Tools, Language, and Applications Microsoft Office Suite (MS Project, PowerPoint, and Visio), Quality
Center Versions 9 & 10, Basic QTP, Test Track Pro, Rally, Basic SQL,
Crystal Reporting, Java,.NET, SQL Developer, and SQL Visual
Studio
MAJOR ACCOMPLISHMENT
RENT-A-CENTER
Led the establishment and instigation of Quality Assurance process and team through application of
Quality Assurance best practices and tracking software,
Played an integral role in forming a Project Management Team promoting the value of entire organization
to PMO for the Company; utilized PMO organization for all strategic company initiatives.
Brought significant reduction of production support issues by more than 50% after the successful
deployment of new application or enhancements by maintaining high level of project and testing of
applications.
SAGE TELECOM
Performed a key role in providing the company with more than $600K in savings by facilitating incorrect
billed invoices from vendors for services.
Developed a propriety web application ticketing system that enabled the technical support team to process
requests effectively, thus reducing technical response time over50%.
Alleviated order processing time from three to five days down to one day turnaround, utilizing automated
order processing integration with Southwestern Bell SBS for electronic order processing.
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ANNA PATTERSON
155 Country Drive, Waxahachie, Texas 75165 940-***-**** **************@***.***
PROFESSIONAL EXPERIENCE
RENT-A-CENTER, PLANO, TX
QA Manager Jan 2010–Present
Assume responsibility in handling full spectrum of quality assurance testing for all software and hardwar e
installations, modifications, and development for multiple lines of business. Institute and administer all quality
tracking software and all quality assurance testing for company initiatives. Establish and impose a quality
assurance process and team responsible for developing quality assurance best practices and tracking software.
Handle staff management of up to 10 quality assurance testers, which include coaching, mentoring, and reviews.
Administer all aspects of quality testing to include test plans, test cases, defect tracking and reporting, and test
executions; together with all Manual Testing, Functionality, Regression, System, End to End, Performance, and
Negative testing. Document and compile Business, Functional, and Technical requirements. Handle the monitoring
of capitalization time on a weekly basis to apply proper coding of projects’ activities. Work jointly with Contract
Resource agencies to further improve staff performance, process accurate invoice payments, and ensure contractor
progress. Organize resources scheduling while meeting quality assurance timelines for multiple projects.
NOTABLE ACCOMPLISHMENTS:
Ensured deadlines are met as well as policy and procedures were developed and followed in coordination
with ITIL and change control through close collaboration with project managers, key stakeholders, along
with integration, development, and deployment teams.
Spearheaded Change Management and Release Management teams to develop ITIL3 practices, policy,
procedure, and guidelines.
Rendered efficient service in performing the position of administrator and owner of all quality assurance
and testing tolls; conducted department executive status reporting.
Assessed code development and deliveries by collaborating with third party development.
Took part in the incorporation and accomplishment of use r acceptance testing for all projects; held
responsible for all code movement approval and integration into testing environments.
Business Systems Administrator 2009–2010
Held accountable for ensuring successful project completion by administering all aspects of development changes,
production support, and quality assurance for the Financial Services line of business. Coordinated with project
managers, key stakeholders, development, integration, and de ployment teams in overseeing all administrative
changes to the company’s point of sale application to ensure deadlines and production needs are achieved. Led and
directed a team of eight individuals, which includes POS administrators, quality assurance per sonnel, and third-
party developers; devised, prepared, and submitted POS system reports; and trained helpdesk and newly hired
employees on POS system. Coordinated and validated all code movement for testing environments.
Provided assistance to business units through investigation of operations-related problems/inquiries and
development of appropriate solutions.
Established and implemented SQL stored procedures for customizing POS software.
Facilitated the overall IT Department operations in creating high level of up-time for POS software.
Supported helpdesk personnel on POS software issues by rendering 2 nd level of technical support.
Collaborated with FSC project managers to streamline projects involving software, including development,
implementation, testing, and maintenance; as well as with quality testing, which includes test plans, test
cases, defect tracking and reporting, and test executions for numerous projects.
Successfully achieved quality project results and key deliverables / milestones by coordi nating with
executives, directors, key stake holders, development managers, developers, vendors, and other key cross
functional members.
Developed and managed all Manual Testing, Functionality, Regression, System, End to End, Performance,
and Negative testing.
Actively participated in the development and implementation of user acceptance testing on all projects.
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ANNA PATTERSON
155 Country Drive, Waxahachie, Texas 75165 940-***-**** **************@***.***
Project Management Supervisor 2007–2009
Oversaw and managed all aspects of financial-related projects and services to ensure achievement of optimum
results and successful project completions. Utilized SDLC (System Development Life Cycle) and Agile
methodology for proper documentation, risks, action items, milestones, and deliverables in direct collaboration
with all cross-functional members, key stake holders, development, integration, and deployment teams.
Streamlined and aligned gatherings, design, and implementation sessions to be used in assessing project details
and achieving milestones.
Performed staff management for a group of project managers, quality assurance, and development team; as
well as staffing and position based on priority levels.
Ensured all project initiatives were audit compliant by utilizing SDLC.
Facilitated all legal compliance requests involving all change management reque sts with legal compliance
impact.
Provided support to documented Business, Functional, and Technical requirements by providing process
flows / diagrams and managing projects folders and documentation requirements.
Worked closely with development, DBA, and quality assurance personnel to achieve expected milestones,
and to expedite UAT testing and production implementations.
Spearheaded the third party development team in obtaining quality development, technical specification,
and code deliveries.
Handled the development, review, and execution of requirements gathering; test plans, test cases, test
execution, and defect tracking and reporting; as well as Manual Testing, Functionality, Regression, System,
End-to-End, Performance, and Negative Testing.
Project Manager / Business Analyst 2006–2007
Facilitated 10 to 15 projects in line with the SDCL (System Development Life Cycle) methodology to guarantee
project quality and completion. Developed process flows and diagrams in supporting documented requirements.
Devised and handled project folders and documentation.
Partnered with the development, DBA, and quality assurance personnel in meeting milestones and
enforcing UAT testing and implementation.
Worked collaboratively with project lead and business process ow ners for accurate documentation of
project completion, which include SDLC projects.
Acquired project details by administering requirement gathering, design, and implementation sessions.
SAGE TELECOM, ALLEN, TX
Business Analyst 2005–2006
Managed and enforced collection of project requirements by collaborating with business process owners. Provided
expert oversight to gatherings, design, and implementation sessions to attain valuable project needs and details.
Authored Functional and Technical requirements, vision statements, and business uses cases for project
documentations.
Established process flows and diagrams to support projects requirements.
Contributed in timely and accurately completion of projects requests through direct collaboration with
developers, DBAs, and quality assurance personnel.
Attended and proactively contributed in IT steering committee meetings focusing on representing project
requests, system defects, and release information.
Vendor Relations Manager 2003–2005
Handled vendor relationship and management with seven third party vendors; collaborated with
interdepartmental employees to ascertain smooth operation flow for all processes and procedures. Performed
various multiple projects within tight deadlines. Administered all incomi ng telephone routing in three centers.
Served as contact person in all incoming calls issues, system errors, and vendor applications for all
operations.
Managed the monitoring and summarization of all pertinent information that may affect any department;
communicated information to all affected personnel, which includes information on vendor outages,
vendor contacts, and vendor system releases.
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ANNA PATTERSON
155 Country Drive, Waxahachie, Texas 75165 940-***-**** **************@***.***
Oversaw various projects, such as inside wiring, voicemail platform, transfer of all 1+ and 800#s to Wiltel,
long distance change automation, EBTA releases, Lanvera file transfers, LWC implementation, and CLEC
to CLEC Migration processes.
Provided management support to all members of operations; continuously maintained Southwestern Bell
profile and Volt contract.
Functioned effectively as director and departmental management tasked with accelerating process
improvement.
Technical Assurance Group Supervisor 2002–2003
Provided expert oversight and supervision to a staff of 30 to 40 technicians; organized schedules and workload for
timely accomplishment of tasks. Developed and implemented training and materials for all department
representatives.
Consistently maintained attendance and productivity records, and ensured compliance with established
standards.
Authored various performance reports for 90-day reviews and annual performance.
Worked closely with cross-functional teams to generate processes and policies, as well as with IT personnel
to execute changes in helpdesk applications.
Evaluated and assessed performance feedback and proper corrective actions.
Technical Assurance Group Team Lead 2001–2002
Administered and oversaw 25 technicians while and allocating daily workloads to guarantee timely and accurate
resolution of service issues.
Granted feedback to staff work performance, training, and training materials.
Hosted and organized team meetings resolving escalated work orders and customer service issues.
Developed and implemented written policies and procedures to ensure smooth business operations.
EARLIER CAREER
SAGE TELECOM, ALLEN, TX
Technical Assurance Group Tech II 2000–2001
Customer Relation Specialist 1999–2001
PROFESSIONAL TRAINING
Specialized Customer Service Training
Management Training
Employee Retention Training
Communications Training
Disarming and Defusing Conflict and Confrontation
Facilitation Training
Dealing with Change in the Workplace
PMP Boot Camp
Applied Project Management
ITIL v3 Certification
PROFESSIONAL AFFILIATIONS
Member, PMI (Project Management Institute)
Member, QAI Global Institute
Member, Bitpipe.com
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