Quality Assurance Management

Michael L. Jones

972-***-**** Dallas, TX *********@*****.***

Summary

Experienced System Consultant - Technical Analyst with expertise as a

leader and implementing small to large projects, both strategically and

technically. Excellent communication, report writing and presentation

skills. Proven competency in analyzing business processes, issues and

risks; leading technical professionals; quality assurance and testing

processes; and building partnership with client and management

stakeholders. Recognized for ability to motivate and create a positive work

environment.

Career Highlights

< Successfully implemented with other senior level analyst on migrating the

Verizon Wireless pro-active monitoring tool sets to support business

critical aspect of the Verizon enterprise into a single more efficient

one source solution with ticket automation to minimize the time to

resolve critical issues

< Successfully implemented the Verizon Wireless Retail Readiness project to

ensure all IT support groups applications and systems were optimize to

support the extra volume during Retail Readiness Season to increase

revenue.

< Worked collectively with Verizon support groups to ensure all processes

and procedures were updated in our crisis knowledgebase to support the

user community.

< Worked closely with Verizon Management team to provide project status on

new application implementation and outsourced vendor rollouts to ensure

the Verizon helpdesk was prepared to support reported issues

Professional Experience

VERIZON WIRELESS / VERIZON COMMUNICATION 2000 - 2010

System Consultant - Technical Support (2008-2010)

. Lead team to proactively prepare for implementation of new application

release projects, functionality changes for the Wireless & Telecom

business units

. Efficiently implemented new projects, ensuring all scheduled task were

completed and all participating support groups had the required

information to effectively support the users and reduce the time to

resolve critical outages

. Collaborated directly with the support groups to ensure all processes and

procedures were updated

. Created new knowledge base scripts and processes for internal

implementation that meet the project requirements

. Tested new pilot application rollouts to ensure all software functioned

correctly, for scheduled production implementation

. Provided developers with a completed summary of the software analysis

Senior Technical Analyst (2000-2008)

. Responsible for analyzing, troubleshooting and facilitating resolution of

all critical outage to closure

. Analyze multiple outages and prioritize escalation to appropriate support

group to reduce the impact to the user community

. Solved complex technical tickets that cannot be handled by members of

Crisis team

. Provided senior leadership for the critical issues desk and coordinated

the efforts of other analyst

. Provided feedback and training for critical issue handling to the crisis

team

. Provided 100% service excellence to internal and external customers

. Attended weekly scheduled change control meeting to distribute pertinent

information to concern parties, including management staff

. Attended support group meetings to prepare for process and procedure

changes that will impact the critical issues desk

primeco personal communications, Westlake, TX 1996 - 2000

Technical Analyst

. Provided 24 x 7 first level support monitoring of the company network

LAN/WAN devices, production servers and PDU's (Protocol Distribution

Unit) via Net-view 6000, Spectrum and BMC Patrol

. Provision PCS phones via CBIS (Cincinnati Bell Information System) switch

manger application

. Analyzed and resolved issues received via network management tool,

internal and external reported issues

. Ensure prioritization of issues and related task with maintaining

functionality company wide

. Worked with support groups to enhance processes and procedures

. Scheduled support groups system maintenance to support continuity

including Backups using ADSM

. Modified and published production service analysis and preparation of

executive management reports

OPTICAL DATA SYSTEMS, Richardson, TX 1993 - 1996

LAN Test Technician

. Developed and test several phases of LAN (Local Area Networking)

. Tested and repaired LAN devices for intelligent and non-intelligent HUBS

. Configured Token Ring, Ethernet, and Fiber Distribution Data Interface

Modules

. Creation of ATP (Acceptance Test Procedures)

. Equipment maintenance and test station calibration

. Coordinated and purchased all test equipment and raw material

Education & Training

Associate Degree - Computer/Electronic Processing Institute - Paramus, New

Jersey 1986 - 1988

Microsoft Office - Word, Excel, Microsoft Project, Power Point, Visio

. Microsoft Windows NT OS (95-98 / NT, 2000/2003 XP, VISTA)

. Remedy Tracking Application

. Networking Essentials

. Lotus Notes

. Netview 6000

. HP Openview

. BMC Patrol

. Clarion Host Integration & Management

. Snap View Configuration & Management

. Mirror View & SAN Copy Configuration & Management

. ISO 9001 - Processes and Certification Requirements

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