Customer Service Project

Whitney L. Marquez

**** ******* ***** **** #**** . Austin, TX 78732

512-***-**** . *******.*******@*****.***

Project Coordinator

Multifaceted career utilizing my high level of professionalism, excellent

organizational and communication skills, strong multi-tasking capabilities,

customer service skills, and detailed quality efforts.

Quality-focused Project Coordinator offering a wealth of experience with

interpersonal and written communications/correspondences, scheduling of

meetings with internal and external clients, and managing onshore and

offshore teams through major in-house and consulting projects engagements.

Demonstrated ability to build and communicate best practice-based policy

and procedural frameworks. Broad and diverse experience partnering with

business, technical staff, and external clients to create requirements

documentation, project plans, scope documentation, resource estimates, and

risk management strategies. Expertise with QA test documentation creation,

test planning, and researching/collecting confidential HR test data. Firm

proponent for continuing process improvement. Skilled at researching and

creating high-impact presentations.

Core Competencies:

Organization Policy Development Resource Estimates

Multi-Tasking Business Analysis Staff Training

Capabilities Requirements & Offshore Teams

Strong Communication Specifications Release Planning

Customer Service Design Review Process Improvement

Oriented QA/UAT Planning &

Project Management Execution

Technical Consulting Use Cases / Test Scripts

Professional Experience

Fujitsu Consulting, Englewood, CO 2007 - 09/26/2008

Business Analyst

Manage monthly releases for high-profile client Visa, Inc.'s Prepaid

product business line. Create high-level project documentation, track

deliverables status, communicate risks, and negotiate baseline changes.

Facilitate requirements development, technical design reviews, resource

estimates, and QA planning efforts across multiple concurrent initiatives.

Steer QA process execution including case and script development, defect

remediation efforts, and performance validation. Liaise with Project

Management Office (PMO) for prioritization, resource assignment, and

scheduling. Track and reconcile estimated versus actual resource use and

deliverables completion. Develop annual release schedules.

Key Projects & Achievements:

. Improved project team productivity 30% by assuming full ownership for

project tracking and resource estimation.

. Trained 11 development team members in use of Rational ClearQuest that

provided vastly improved management of bug tracking and defect

remediation for software development projects.

. Built collaboration between technical and non-technical staff. Served

as bridge between development teams and product management teams by

hosting strategy sessions, promptly communicating obstacles, and

translating both business and technical priorities.

Hewitt Associates, Lincolnshire, IL 2005 - 2007

Delivery Consultant

Steered QA deliverables management through the full SDLC for ASP-related

software development consulting engagements to Fortune 500 clients.

Consolidated and documented client requirements, specifications, baselines,

process flows, and mock-ups. Guided clients through clarification and

refinement of rules and performance specifications based on technical

constraints, projected costs, and development times.

Managed QA test planning, resource assignments, scheduling, script

development, and risk management aligned with business requirements and

performance specifications. Manage SIT and UAT testing and defect

remediation; signed off on QA completion. Provided periodic status

reporting to functional and technical management teams. Planned releases

and supported implementation.

Key Projects & Achievements:

. Developed, administered, and managed QA project plans, SIT and UAT

plans, and test scripts, ensuring consideration of QA best practices

through all project phases. Established reputation for proactive

management of QA issues resulting in reduced development cycle times.

. Built Web-based QA best practices reference tool that detailed

established methodologies and project specific considerations.

. Managed offshore of up to nine staff. Coordinated efforts between

onshore and offshore groups.

. Created training documentation for Mercury Quality Center tool.

Trained staff in tool enabling integrated management of requirements

development, testing, and defect remediation.

. Reduced ramp-up times for new QA staff by streamlining procedures for

systems access.

. Established weekly "brown bag" training sessions as part of continuing

skills development.

. Standardized definition of defects with affiliated processes for

prioritization and resolution.

. Served as initiating force for continuing improvement to existing

policies and procedures.

Cisco Systems, San Jose, CA 1998 - 2005

QA Project Coordinator

Guided QA activities for internal development, upgrade, and process

reengineering efforts. Established and implemented QA policies, processes,

and tracking tools based on best practices. Created QA project plans, scope

documentation, test plans, traceability matrices, and product cutover

plans. Facilitated positive working partnerships between QA, development,

and business teams. Conducted periodic process audits to ensure compliance

with approved practices. Managed end-to-end QA efforts between onshore and

offshore teams. Communicated successes and challenges. Administered QA test

environments. Trained staff in procedures, methods, and technologies.

Key Projects & Achievements:

. Developed, presented, and received approval for proposal to formalize

QA engagement procedures.

. Standardized organizational QA practices.

. Served as key resource for transferring QA efforts from onshore to

offshore teams.

Prior experience as HR Applications Administrator with Synopsis, HR

Information Specialist with Seagate Technology, and HRIS Technical Writer

with LAM Research

Education and Credentials

Bachelor of Science in Military History (1999)

San Jose State University, San Jose, CA

Technical Proficiencies

Platforms: Mac OS, MS Windows NT/2000/XP

Tools: Adobe Acrobat, Clarity, ClearQuest, Lotus Notes, Mercury Quality

Center & Test Director, MS Office Suite, MS Project & Visio,

Success Factors, SumTotal

Languages: ASP.Net, Java, VB

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