Customer Service Quality Assurance
Resume:
KAREN D. BOGAERT
Sterling, Virginia 20164
**********@***.***
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SUMMARY OF QUALIFICATIONS
QUALITY ASSURANCE ~ SOFTWARE DEVELOPMENT ~ OPERATIONS
TECHNICAL MANAGEMENT AND LEADERSHIP
Over six years of pro active, innovative and goal oriented
leadership directing teams of 20+ people and ten years
serving as an organizational lead and mentor for over 250
people. Proven to attract, train, and retain strong teams
capable of meeting aggressive deadlines, identify and manage
risks, communicate effectively, and produce superior results.
CUSTOMER SERVICE FOCUS
Consistently strike the right balance between exceeding
customer expectations and achieving high employee
satisfaction. Relentless execution to ensure project success.
PROFICIENT COMMUNICATOR
Effective management of expectations via the setting of
realistic schedules and disseminating concise information
quickly. Strong oral, written, interpersonal and
intercultural communication skills.
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EXPERIENCE
AOL INC., Dulles, VA
2001 2010
Recognized as AOL TOP TALENT (TOP 10%) in multiple years.
Annual Performance rated as EXCEEDED EXPECTATIONS/
DISTINGUISHED PERFORMER for career tenure.
Rewarded on multiple occasions for OUTSTANDING ACHIEVEMENT
in the organization.
SENIOR TECHNICAL MANAGER,
TEST OPERATIONS AND CONFIGURATION MANAGEMENT
AOL Inc., Dulles, VA
2010 present
Direct a global team of 20 employees providing 24x7 operational
support of test environments for Development,QA, Production
Operations and Partner Testing. Support relates to computing
resources, application engineering support, physical and virtual
infrastructure, networking, source code control and a build
management system.
Direct the maintenance and troubleshooting of multiple test
environments (Dev, QA, End to End, and Staging) across 1800
hosts used in the software development life cycle (SDLC).
Support over 750 global enterprise users, ensuring customer
requests are addressed within stated SLAs.
Surpassed the level of quality and service of prior years' SLA
even after a 60% reduction in staff.
Set a customer service goal of resolving operational support
requests within three days. Of the 950 requests submitted for
a six month period, 90% of issues were handled within the
given time frame. Achieved a 94.6% overall rating of
"Extremely Satisfied" from customer surveys.
Achieved a stretch goal of 75% host reduction (300+ hosts) in
seven weeks with a small team.
TECHNICAL MANAGER, TEST OPERATIONS
AOL Inc., Dulles, VA
2006 2010
Managed a staff of eight, providing enterprise first level
triage and analysis for application deployment, including
environment consistency control, software life cycle
coordination, system administration, data recovery, tools
administration, Automation Lab administration, infrastructure
support, and compliance.
Reduced overall operating and capital expenses by over $500k
by consolidating physical to virtual hosts.
Created $350k in savings by transitioning enterprise QA teams
from licensed tools to open source alternatives.
Negotiated significant cost savings annually by right sizing
licenses as AOL downsized from 20,000 to 4,000 employees in a
three year period.
Managed Enterprise Tools: Performance Center LoadRunner
Quality Center Test Director WinRunner QTP – SilkTest
SilkPerformer SOATest Business Objects TestLink
Selenium jMeter VMware Virtual Center Nagios Remedy
PRINCIPAL SOFTWARE QA ENGINEER
AOL Inc., Dulles, VA
2004 2006
Served as a subject matter expert (SME) and organizational lead
possessing an in depth knowledge of AOL Client software
components, setting standards and guidelines for the
organization.
Designed and served as system administrator of proprietary
tools for defect tracking (BLT) and test case management (TCM)
utilized by over 5000 users.
Authored organizational backbone documents, such as back end
testing guidelines, product element matrices, and bug logging
and tracking guidelines.
Governed a 12 person Test Case Review Committee that reviewed
over 125 test plans by evaluating requirements traceability,
detailed test scope, and identification of release specific
test objectives.
Served as organizational trainer and mentor by delivering
custom training on effective bug logging procedures, scrum
team and agile test practices, and efficient test case
planning for 250+ staff in the US, Europe and India.
SENIOR SOFTWARE QA ENGINEER
AOL Inc., Dulles, VA
2001 2004
Led the functional, regression, and system testing efforts for
AOL Client Mail and the AOL Japanese Client. Coordinated
integration testing with the host back end and other client
dependencies.
Led daily bug scrubs with Product, Development, QA, and Beta
teams, assessing and prioritizing defects for the AOL Client
releases 6.0 9.0, frequently covering 200+ bugs within two
hours.
Optimized the AOL Client Mail test plan by creating variation
efficiencies and reducing the overall execution time from 40
to 24 resource hours.
TEAM LEAD, QUALITY ASSURANCE
MCI WorldCom, Spherion Technology Consulting, McLean, VA
1999 2001
Led a test team of 23 staff in systems integration and package
implementation efforts for the enterprise order entry
application, EntradaPro.
Supervised and delivered the Y2K compliance certification for
the enterprise order entry application.
Ensured Y2K operational readiness through client server and
database verification.
COMPUTER SPECIALIST/ADMINISTRATIVE ASSISTANT
YWCA OF THE U.S.A., Washington, D.C.
1994 1999
Supported the administration of a national program providing
funding grants, educational outreach, and support services for
cancer screenings to medically under served women.
Administered a four year, $11 million budget for the YWCA
national program, ENCOREplus.
Developed an informational database managing association
profiles on over 100 local YWCAs.
Designed and presented interactive regional training sessions
to over 300 staff on basic computer literacy, private network
use, and the internet for the women's national health
initiative.
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LANGUAGES
Fluent in English and Spanish
Proficient in French
Knowledge of Portuguese, Japanese, German
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PROFESSIONAL CERTIFICATION AND AFFILIATIONS
CSTE, CERTIFIED SOFTWARE TESTER (#9421)
Software Certifications
www.softwarecertifications.org
Valid thru Dec 2011
CHAIRMAN & TREASURER
Quality Assurance Association of Northern Virginia
www.qaanova.org
2006 to present
MEMBER
QAI Global Institute
www.qaiglobalinstitute.com
2005 to present
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EDUCATION
B.A., INTERNATIONAL STUDIES/DEVELOPMENT
American University, Washington, D.C.
May 1994
STUDY ABROAD, SOUTH AMERICAN POLITICS AND ECONOMICS
Universidad Diego Portales, Santiago, Chile
Dean's List
Spring 1993
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