Quality Assurance Project

PROFESSIONAL SUMMARY

. Extensive technical and management experience in information systems

technology with a solid academic background in computer information

systems and business administration.

. Proven experience handling mission-critical issues under time

constraints and demonstrating results that are above expectations on

various infrastructure projects management.

. Excellent communicator with strong leadership skills and the ability

to build cohesive, productive teams while fostering and encouraging

creativity and individual expression.

. Exceptionally well organized, reliable and highly motivated, with the

ability to handle multiple projects and produce timely, high quality

work.

PROFESSIONAL HISTORY

TECHNOLOGY/PROJECT MANAGER

Verizon Communication Inc., Richmond, VA (02/2006 - 07/2010)

Managed major commercial client telecommunication infrastructure projects.

. Managed 6 major projects valued at $250K - $2M for a primary

commercial client (Capital One)

. Assembled and supervised teams of 5-15 technical experts and vendors

. Conducted need assessments for each major projects, identifying

necessary resources for each and managing the acquisition process and

staff

. Developed and implemented planning, execution, process documentation

and process improvements resulting in decreased project timeline and

improvements in product quality

. Managed day-to-day operational aspects of projects to ensure

productivity and efficiency

. Conducted detailed post-implementation Quality Assurance and provided

on-going support to the client, as necessary

. Performed system convergence of voice and data technologies (VoIP),

ensuring integration with the legacy systems and a 75% reduction in

telecommunication costs

. Liaised with clients to address their concerns regarding the

VoIP/network system, as well as the upcoming projects requiring

immediate attention

. Planed, coordinated, and implemented special projects such as Cisco

IOS Software upgrades, global hardware and software configuration

changes, new WAN circuit installations, and Cisco routers/switches

installations/configurations

. Designed and implemented a Cisco Unified Messaging System using

CallManager 4.5 and 6.0 at three different locations consisting of two

data clusters across MPLS network at Capital One

. Setup and implemented a Cisco Personal Assistance System for >1300

mobile and remote users where they can create their own call paging

rules for their business operations

. Installed a Cisco Emergency Responder System at three separate

locations for emergency calling system involving server installation,

configuration and periodic testing

PROJECT ENGINEER (In-House Project Management Contractor)

Molina Healthcare Inc., Long Beach, CA (07/2005 - 02/2006)

Managed the project development, customization and implementation of a new

network infrastructure and VoIP technology at the corporate and branch

offices, as well as remote sites to increase productivity, efficiency and

promote cost containment.

. Supervised a staff of 8 Engineers

. Conducted preliminary studies to identify the advantage of VoIP

technology in healthcare industry and how this new technology may

impact business operations

. Identified, acquired, customized and implemented a new networking

infrastructure to replace the legacy system at ~200 sites; thus

increasing system scalability

. Developed and implemented a company-wide VoIP system, serving > 5000

users and reducing telecommunication costs by 75%

. Upgraded the Cisco CallManager 4.5 to the newer operating system for

better performance, speed, security and features for >2000 users

. Implement new centralized call center facility using Cisco IPCC

Enterprise to increase call volume capacity by 250% and creating the

capacity for accurate tracking and reporting

. Set up hundreds of test environments, prototypes and pilot test

network designs with technical and user staff for each stage of the

project, ensuring the final design meet the client requirements

. Assigned tasks and monitored the engineering staff, as well as

project execution, deadlines and adherence to government regulations

. Developed a training program and trained the trainers at 15 sites to

teach >2000 employees on how to use the new VoIP system

. Provided onsite support to the call center for handling escalated and

highly technical issues

. Interfaced on regular basis with business units and clients to ensure

rapid resolution of all issues and the conversion of client needs to

technical solutions

. Maintained documentation for enterprise-wide infrastructure and other

system related information

PROJECT ENGINEER (Project Management Contractor)

Fantasy Springs Resort, Indio, CA (08/2004 - 07/2005)

Managed and implemented a VoIP infrastructure project at the new resort and

casino.

Supervised 6 in-house Engineers and a vendor with a staff of 5

Engineers

Performed detailed evaluation of existing telecommunication system,

proposed systems and related operational solutions and procedures and

generated specific recommendations

Successfully designed and implemented the installation of a networking

infrastructure for >1000 potential users, including: system wiring for

the entire facilities, switch distribution system, networking devices

installation and infrastructure security system

Designed, built and implemented a new VoIP telephony system throughout

the resort facilities and offices resulting in >75% reduction in

telecommunication costs

. Installed and configured a Cisco Unified Communication system,

including CallManager 4.5, Cisco Unity and IPCC Express for call

center

. Consolidated the resort's telecommunication system into a centralized

call center system for better management and reporting

. Implemented a centralized billing system for easy and rapid checkout

procedures resulting in significant reduction in staffing costs

. Managed and controlled the project plan execution for accuracy and

time efficiency with total quality control on each phase of

implementation for quality assurance

. Identified an audio-visual technical solution and later incorporated

the solution as an added capacity to the VoIP system

Trained and advised the helpdesk technicians on repair and

installation techniques

SYSTEM ENGINEER

IBM, Costa Mesa, CA (07/2001 - 08/2004)

Successfully installed a new Network Operation Center monitoring tools to

increase the system reliability and fast response to all networking issues.

Upgraded the legacy network management system used to support the

Washington Mutual Bank's (WaMu) nationwide network operations for

system scalability, security and features enhancements

Developed and implemented network monitoring tools (Vital Suite and

WebTop) for WaMu network operation center, resulting in significant

increase in production and reduction in response time for network

troubleshooting

. Trained 15 WaMu network operation center staff leading to an increase

in productivity and work flow management efficiency

Daily, responded to hundreds of trouble tickets for switches, router,

hub, and other network device performance and maintenance issues

generated at locations around the country

Generated daily management reports concerning conditions, actions

taken or required, results obtained, maintenance recommendations,

repair problems and malfunction data

. Worked closely with Field Application and Customer Design engineering

staff to ensure all client needs are met

QUALITY ASSURANCE ANALYST (Contractor)

Vivendi Universal / Universal Studio, Corrance, CA (06/2000 - 06/2001)

Responsible for quality assurance testing for new product released

including the graphical, user acceptance and functional tests.

. Performed graphical user interface (GUI) testing to verify proper

function, data content, performance, usability and compatibility

. Analyzed and isolated product anomalies, bugs and technical issues and

created and assigned issue/error logs for rapid response and retesting

. Reviewed and analyzed all system output (file prints, log records, on-

line screens, etc) to ensure accuracy and quality

. Prepared clear and accurate reports to assist technicians with

locating and fixing anomalies.

. Reviewed software documentation for accuracy and completeness against

test objectives.

. Released products on time and ensured quality standards in accordance

with test plans.

ASSISTANT DISTRICT MANAGER

Seattle Times, Seattle, WA (11/1999 - 06/2000)

Served as an operations manager for all aspects of print media production

all the way to distribution in the assigned district.

. Responsible for the training of new staff

. Provided comprehensive management reporting

. Managed all customer accounts including monthly bills, payments,

customer inquiries, and promotions

MARKETING EXECUTIVE

Plasindo Lestari, Jakarta, Indonesia (07/1995 - 01/1999)

Served as the Marketing and Sales Executive for a flexible packaging

company with >$15M in annual sales.

. Generated >$1.6M in annual sales by researching and developing

strategies to identify and take advantage of new markets.

. Developed and managed marketing budget and oversaw business operations

and productions.

. Participated in the development of new project proposals for the unit.

. Represented the organization at various community and/or business

meetings and promoted existing and new products.

. Liaised and coordinated with plant, operations and production managers

on a daily basis.

BUSINESS SYSTEM ANALYST

Bando Indonesia, Jakarta, Indonesia (05/1992 - 07/1995)

Analyzed business systems to identify problems and opportunities for

enhancements.

. Evaluated projects, conducted feasibility analyses and estimated

staff/budget requirements.

. Designed system prototypes, file and database structures, user

interfaces, data collection forms, and system security and controls;

designed system interfaces, flow, output and procedures.

. Developed and implemented system development plans according to

company standards.

. Oversaw the implementation of a new system and provided training to

the users.

TECHNICAL SUPPORT

Infotek Data System, Jakarta, Indonesia (04/1990 - 05/1992)

Provided in person support for customers to resolve problems at all levels

of complexity.

. Performed technical troubleshooting and problem identification,

isolation and resolution.

. Assembled and configured PCs and well as servers and networking

devices.

. Performed quality systems audits of facilities, recommended compliance

improvements and provided technical training to staff.

. Provided desktop support for peripherals included installation,

configuration and troubleshooting of BIOS, operating system, and

system application software and hardware installation.

. Ensured compliance to established procedures with regard to

operational and application documentation.

EDUCATION & CERTIFICATION

Master of Science - Information Systems

Virginia Commonwealth University, Richmond, VA, 2010

Executive Certificate in International Management

Thunderbird School of Global Management, 2008

Project Management Professional - PMP

Project Management Institute, 2007

Master of Business Administration (MBA)

Bellevue University, Bellevue, NE, 2001

Bachelor of Science - Management Information System Concentration

Bina Nusantara University, Jakarta, Indonesia, 1997

TECHNICAL SKILLS

Network Equipment: Cisco routers (2600, 2800 and 3800), switches (catalyst

6500 and 12000 series), audio gateway (3835), IP phones, conference phones,

Audio Code Gateway (Mediant 1000 and Mediant 2000)

Network Protocols: TCP/IP, UDP, RIP, EIGRP, OSPF and Frame Relay

Unified Massaging: Cisco Unified Communication system, including

CallManager 4.5, Cisco Unity and IPCC Express for call center

Operating Systems: Microsoft Windows 2000, XP, Windows 7, Server,

Macintosh, Cisco IOS.1

Software: Microsoft Office Words, Excel, Outlook, Project, Visio, Cisco

Works, Vital Suite, VPN.

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