Project Manager Quality Assurance

ROBERT (BOB) MCLAUGHLIN

** ***** ******. ( Hillsborough NJ 08844

908-***-**** ( ********@*******.***

SUMMARY

A seasoned Analyst with experience covering a broad range of areas

including Program Development, Interactive Voice Response (IVR), Business

Analysis and Quality Assurance (QA). Employed at ING/CitiStreet for the

past nine years managing units both domestically and off shore, including

teams in India and South Africa. Known for bringing in projects on or

ahead of schedule, and for finding solutions to complex problems. Assisted

associates in performing research to find specific data, to save time and

ensure correct data was supplied.

CAREER HISTORY

ING US FINANCIAL SERVICES (formerly CitiStreet LLC), Somerset, NJ

1999 - 2009

Team Lead/Sr. Developer

Managed units of two to twelve employees and/or consultants in the

Somerset, NJ location and the Quincy, MA office, as well as offshore teams

in India and South Africa. Interacted with other company QA units, UAT

(User Acceptance Teams), and the business areas supported by my teams.

Utilized SDLC (Software Development Life Cycle) process for major projects.

. Managed a team of developers responsible for the redesign and maintenance

of the company's IVR DAC Systems and Pyramid Digital Solutions

applications.

. Designed and installed an Interactive Voice Response (IVR) application

for field agents to access customer information. Written in VXML and

JAVA code, this application provided a valuable on-location source of

material in the pre-WIFI days, and continues to be useful in areas

without WIFI access.

. Developed call-flow diagrams and scripts for major clients.

. Responsible for the coding and execution of Hammer scripts to test and

monitor our IVR applications.

. Maintained cross-functional relationships with business areas on a daily

basis, resulting in a clearer understanding of customer needs.

UNITED HEALTHCARE, Somerset, NJ 1995 -

1999

Project Manager

Managed a unit responsible for the development and maintenance of the

company's thirty-two Interactive Voice Response applications throughout the

country.

. Designed and developed client specific IVR applications for such

companies as General Electric, General Motors, Grumman Aerospace, Kodak

and Pepsi, providing faster access for employees to their Medical Claims

information.

. Developed call-flow diagrams and scripts for major clients.

METLIFE INSURANCE COMPANY, Bridgewater, NJ

1990 - 1995

Sr. Business Analyst/Sr. Systems Analyst/Project Manager

Managed a programming team in the Group Insurance Department responsible

for end user front-end entry of Medical, Dental and Vision claims for

client General Motors, and the development and maintenance of the company's

Interactive Voice Response applications.

. Responsible for the design, development and implementation of COBOL and

CICS applications. Extensive work in customer claims processing systems

which included, but was not limited to, analysis of customer requests,

specifications for programming changes, resource management, expense

analysis and control, and interfacing with customer representatives.

. Functioned as key liaison in resolving complex programming issues, with

corrective resolution.

. Analyzed, coordinated and implemented the development of Interactive

Voice Response systems for customer fulfillment and claim systems.

. Maintained cross-functional relationships with the Personal Insurance and

Account Data Processing units responsible for client General Motors.

EDUCATION

BS in Physics, New York Institute of Technology (formerly Brooklyn

Polytechnic Institute)

PROFESSIONAL DEVELOPMENT

. Courses: "Project Management", "Managing For Excellence", "Time

Management"

. Seminars: "Code of Conduct", "Building Manager Capability", "Corporate

Responsibilities"

SKILLS

Extensive experience with Microsoft products (Excel, Outlook, PowerPoint,

Project and Word), Interactive Voice Response applications (Avaya

Conversant, DAC Systems, Pyramid Digit Solutions, and internally written

applications), Lotus Notes, Rational Tools (ClearQuest, RequisitePro and

TestManager), Mainframe systems, Windows applications, e-Changeman and

ClearCase Change Control applications, Omniscript writing, OmniStation and

Visio.

KEYWORDS

Analyst, AS400, automated testing, bug tracking, Business Analyst, CICS,

COBOL, Coding, defect tracking, documentation, Empirix, Endevor, e-test,

Financial Services, Hammer, i5, Insurance, IVR, JCL, Large Scale Projects,

LOMA, Mainframe, Manager, Multi-task, Omni Script, OmniPlus, Problem

Solving, Programmer, Project Manager, QA, quality assurance, regression

testing, Results Oriented, Retirement Services, SDLC, Self-starter,

software development life cycle, software testing, SQL, Systems Analyst,

Team Lead, Test Cases, Use Cases

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