Quality Assurance System

Alice K. Conroy

** ******* ******

Palmyra, VA **963-3244

434-***-**** Home

434-***-**** Cell

********@*****.*** Personal

Professional Summary

. Microsoft CRM Systems Administration providing support to internal

users of the product, creating process documents and system changes as

necessary

. Coordinated a multi-state Testing, Unit Testing, Quality Assurance and

Pre-Production environment and system implementation; coordinated the

movement of over 120 application systems into the new environment

. Able to use SQL to provide queries necessary for application

development, one time user requests and data pulls, systems analysis,

unit, Quality Assurance and system implementation testing; designed

and developed disaster recovery procedures and testing processes

. Worked closely with HR providing support for system changes, quarterly

reporting and year end tax requirements.

. Display creative problem solving skills and excellent leadership

abilities

. Delivered solutions to some of the organizations most difficult

technical projects providing minimal impact to internal and external

customers

. Implemented an automated training environment, developed and delivered

class room and one-on-one training sessions to multiple levels of

clients and application developers

. Led Information Technology projects across a multi-agency/multi-state

environment to supply enhanced technology to the organization and its

users

. Effective communicator, able to explain complex concepts and ideas to

non-technical individuals within an organization to gain a thorough

understanding of their needs and facilitate the development and

implementation of solutions

. Provide Tier 3 technical support to system users, operations and data

architects

. Develop and produce reports and procedures as requested using

resources and tools available

Project Leadership

. Instrumental in the formation of a Quality Assurance Team to monitor

and resolve ongoing outages and system performance for continual

improvements in system availability.

. Defined resource needs and team member roles and responsibilities to

build internal technical teams, coached subject matter experts to

identify, change, and manage associated risks and issues; guided

resources to ensure on time project delivery within constrained

timeframes, staffing and budget

. Prepared statistical data and reports for agency/division/department

areas to assist in evaluating recidivism rates and the tracking of

youth offenders; published system availability numbers on a weekly and

monthly basis to demonstrate increased usage and provide the data

necessary to determine and plan for hardware and system upgrades;

distributed monthly usage reports to executive committee demonstrating

the increasing use of products and tools; submitted production job

failure rates for evaluation and drove failures to an exceptionally

low rate,

. Coordinated the consolidation of best practices, policies, procedures

and guidelines of two differing technologies/financial institutions

into a cohesive set of standards; orchestrated trials and testing of

system changes and product upgrades between the technical divisions

and developers to ensure successful implementations; facilitated the

decommissioning of under-utilized products to lower budget costs and

reduce product inventories

. Maintained and supported data disaster recovery projects at the

corporate, state agency and state data center levels to ensure data

integrity in the event of a computer center hardware failure or site

disaster; documented and tested the data recovery procedures yearly

and updated procedures as necessary to incorporate new and changed

data information to ensure successful recoveries

Resolution Management

. Mediated discussions where the impacted customers/areas convened to

analyze the problem/situation; assessed ownership; addressed conflicts

that arose

. Communicated situation with all potentially affected areas requesting

clarification of their issues; documented and validated the issue for

all involved parties

. Determined solution ownership and presented to all affected areas;

established a plan for correction; monitored the resolution to

completion

Technical Experience

. Perform thorough unit and system testing to ensure production

implementations occur seamlessly

. Hands-on usage of many different application languages, tools and

environments

. Possess experience in application programming, application design and

analysis, and technical systems programming and analysis

. Utilize end user tools to produce reports and files for use by

department research areas and application programmers to provide

information to assist users/company to streamline their processes and

effectively maximize system resources

. Wrote automation workbenches for programmers and database

administrators to standardize utilization of system resources and ease

application identification and inventory identification

Human Resource Management

. Managed up to 18 programmers, systems engineers, data base

administrators, and administrative staff and an inventory of

approximately 30 software products from 8-10 vendors

. Steering committee Chair with up to 20 members; developed RFP's and

led RFP committees of 10-15 members, technical project teams of

approximately 8 members, self directed work groups which were

comprised of 4-5 members and interview panels

Fiscal Management

. Responsible for yearly department budgets in excess of $4M+ covering

personnel, product licenses, maintenance licenses, training and office

space

Work Experience

SNL Financial LC, Business Systems Analyst, Charlottesville, VA (2006 to

2009)

SunTrust Banks, Inc., Assistant Vice President, Development Tools and

Application Consultant

Richmond, VA (1999 to 2005)

Crestar Bank, Inc., Assistant Vice President, Systems Administrator,

Richmond, VA

Virginia Department of Information Technology, Data Base Support Branch

Manager, Richmond, VA

Virginia Department of Computer Services, Computer Center Senior to Chief

Engineer, Richmond, VA

Virginia Department of Corrections, Computer Programmer, Richmond, VA

Education B.S., James Madison University

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