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Quality Assurance Manager

Overland Park, Kansas, 66213, United States
May 26, 2010

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**** *. ***** *******

Overland Park, KS 66213

H: 913-***-**** C: 913-***-****

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Quality assurance leader with proven success managing teams, developing

talent and delivering quality systems on time and at a great value.

Effective driving test automation, quality tool implementation, process

improvement and establishing quality standards. Results driven with strong

financial acumen, excellent problem solving, sharp analytical skills and

strategic planning. Consistent record improving efficiency and reducing

expenses, while enhancing quality and fostering favorable associate

satisfaction and retention.


. Quality Center (formerly Mercury) QA tools

. Waterfall and agile software development life cycle methodologies

. Test automation strategy and implementation

. Requirements traceability and test coverage

. Quality metrics and analytics


H & R BLOCK, World Headquarters, Kansas City, MO 1988 - 2010

Director, Quality Assurance (2003 - 2010)

Directed quality assurance and electronic filing certification with the IRS

and state departments of revenue. Led software configuration management,

performance testing, data quality, test automation and technical writing.

Leadership scope ranged up to 35 fulltime and 80+ seasonal, contract and

off-shore resources with budgets up to $3 million.

. Consistently reduced baseline spending by 10% year over year

through automation and efficiency improvements

. Improved product delivery consistency and reliability by implementing

a Quality Assurance Framework

. Improved quality assurance efficiency and effectiveness by

implementing HP Quality Center, Load Runner and Quick Test

Pro tools across the enterprise

. Minimized production issues, consistently limiting high severity

escaping defects to less than 1% per year and reduced year over year

production defects by 5% on average through a risk-based approach,

test automation, end-to-end testing, and process improvements

. Fostered positive and productive work environment and achieved high

associate satisfaction (85+%) and retention through open and honest

two-way communication

Group Manager, Quality Assurance (2000 - 2003)

Managed quality assurance, technical support, software configuration

management, load testing, production performance monitoring, and technical

writing. Budgets up to $2.4 million with 25 associates and 10+ seasonal

and off-shore resources.

. Reduced field bookkeeping labor substantially by working with business

partners and the development team to design, test, support and

implement a new field financial system

. Enhanced scalability, performance and reliability of web systems by

implementing performance test tools and processes and leading the

performance test team

. Improved the accuracy and reliability of production release migrations

by implementing software configuration management structure and best


Manager, Quality Assurance (1997 - 2000)

Built and developed quality assurance teams covering business applications

and implemented quality processes and structure. Managed software

requirements and design for key business sytems, as well as technical

writing, help systems and field communications. Budgets up to $1.5 million

with teams ranging up to 20 associates.

. Improved the quality of business systems by introducing quality

assurance processes, standards and structure

. Significant reduction in user documentation print and distribution

cost by converting to help systems

Manager, Rapid Refund System Design & TaxCut Support (1988 - 1997)

Responsible for business requirements, software design and communicating

system requirements with development teams. Also led testing, support,

field communications and user documentation for Rapid Refund and multiple

business systems. Coordinated with state department of revenue electronic

filing coordinators to ensure H&R Block's acceptance into electronic filing

with each state.

. Led the migration of TaxCut support from Connecticut to Kansas City,

MO and managed the team, achieving a 20% reduction in labor expenses

. Directed the implementation of several early business automation

projects, including field bookkeeping and tax professional scheduling,

leading to improved business efficiency and labor savings

District Manager / Franchise Director, Springfield, OH (1987 - 1988)

Managed 3 company offices and 9 franchise offices. Responsible for hiring,

training, scheduling, budgeting, financial performance, operations,

performance management and overall accountability for profitability and


. Led the region (OH, IL, WV) in client, new business and revenue growth

. Led all new district managers in the nation in client and revenue



BS, Business Management, Eastern Illinois University, Charleston, IL


Certified Quality Analyst (CQA), Quality Assurance Institute (QAI)

Certified Software Test Engineer (CSTE), QAI

Project Management for Information Systems graduate, Systemization


Kansas City Quality Assurance Association's annual award for Outstanding

Quality Achievement by a Member Organization, in 2002 and 2003

Kansas City Quality Assurance Association annual award for Best

Presentation in 2004

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