Quality Assurance Management

STEVE H. THOMA

*** ******* **** ** ******, MO ***25 Home 636-***-**** Cell 314-***-**** ******@*******.***

QUALITY / CUSTOMER LOYALTY / PROJECT MANAGEMENT

Highly motivated, results-oriented IT professional with proven experience in quality management, customer

satisfaction, project management, business processes, and software development. Comprehensive background

in wide range of industries including software, telecommunications, insurance, healthcare, transportation, retail,

and direct marketing systems. Strong knowledge of ISO 9000, TQM, Malcolm Baldrige, and Software Capability

Maturity Model (CMM). Successfully influenced and gained management commitment at all levels.

EXPERIENCE

AMDOCS, INC., S t. Louis, MO 2001 – Present

Amdocs is the market leader in delivering customer relationship management (CRM), billing, and operations

support systems (OSS) software and services to the world's leading telecommunications companies. A global

company with over $3 billion in revenue in 2008, Amdocs employs 16,000 employees in over 50 countries.

Director, Operations

Directed operations team supporting AT&T division including contractual compliance management,

communications, sales operation support, customer satisfaction, and information security audits.

D irector, Customer Satisfaction & Loyalty

Successfully developed, launched, and directed the company’s global customer satisfaction & loyalty

(CSAT) program to analyze customer feedback for all divisions and accounts throughout the world.

Consulted directly with account executives and support teams to improve customer loyalty, strengthen

client relationships, and drive business growth at major accounts including AT&T, Bell Canada,

Cablevision, Rogers, Sprint, TELUS, T-Mobile, U.S. Cellular, Verizon, VimpelCom, and Vodafone.

Conducted high-level executive interviews with customer CIOs, VPs, and other key stakeholders to

measure company performance, solicit candid feedback, and discuss improvement areas.

Prepared and presented statistical analysis to management demonstrating financial linkage between

customer loyalty and revenue growth and profitability. Presented recommendations to management at

the account, division, and executive levels. Consulted and led key driver improvement initiatives.

Defined and streamlined end-to-end processes for customer feedback preparation, data collection,

analysis, reporting, consulting, improvement planning, and follow-up.

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Managed overall program budget, including 3 party supplier relationship with Walker Information that

provided data collection tools, best-in-class methodologies, and detailed analysis.

Director, Quality Management

Established a new corporate Quality Assurance (QA) branch in St. Louis to support all Amdocs divisions

and accounts across North America. Recruited staff, trained QA teams, and raised quality awareness.

Improved software quality by leading efforts to implement CMM Level 3 processes. Provided training

and consulting, gap analysis, and readiness reviews to prepare accounts for formal CMM assessments.

Conducted internal audits of system development life cycle methodologies at software development

centers and client sites. Worked with management to monitor Key Performance Indicators (KPIs),

identify improvement opportunities, analyze root causes, and implement corrective actions.

Consulted to Amdocs Data Center in Champaign IL. Conducted assessments of all data center

operations and guided business process improvements to achieve ISO 9001 registration.

STEVE H. THOMA Page 2

VERIZON COMMUNICATIONS, T ampa, FL 1988 – 2001

Verizon is a leader in delivering broadband and other wireline and wireless communication innovations to mass

market, business, government and wholesale customers. A Dow 30 and Fortune 500 company with operating

revenues over $97 billion in 2008, Verizon employs a workforce of over 232,000 employees.

Manager, Quality

Championed organizational assessment using Malcolm Baldrige criteria to identify business strengths,

opportunities for improvement and recommendations. Directed cross-functional teams that improved

communications, strategic planning, organizational alignment and measurements. Implemented a

Balanced Scorecard to track key performance indicators. Recognized with Verizon Excellence Award.

Improved competitive advantage in European market by leading organization to successful ISO 9001

registration. Acted as ISO 9000 Management Representative, trained as ISO 9000 Lead Assessor and

provided consulting services to other Verizon business units throughout North America.

Improved software quality and customer satisfaction metrics by leading UMS organization through

successful CMM Level 2 assessment of software development processes and methodology.

Led business improvement team to develop new project management process based on Project

Management Institute’s (PMI) Project Management Body of Knowledge (PMBOK).

Participated on enterprise-wide business process engineering teams using ARIS to define and

implement new processes and metrics to support the company's CMM Level 3 initiative.

Project Management & Systems Development

Supported Customer Order Processing System (COPS) and Telephone Delivery System (TDS).

Responsible for project management, systems analysis, design, development, implementation and

production support for deregulated business units.

Led multiple development projects including Customer and Order Master purging, file conversions, DB2

extracts and reporting, Price Master upload, Bar-Coding, and numerous system enhancements.

Began as Programmer Analyst, promoted to Systems Analyst and Software Quality Assurance (SQA).

TECHNICAL / COMPUTER SKILLS

Microsoft Office (Word, Excel, PowerPoint, Access, Outlook, Project), Lotus Notes, Visio, ARIS, Abend-

Aid, File-Aid, ISPF, Panvalet, SDSF, TSO, Test Director, WinRunner, Xpediter

Assembler, BAL, C, COBOL, CICS, CSP, DB2, DMS, DL/1, IMS, JCL, NEAT/3, RPGII, VSAM

EDUCATION / PROFESSIONAL ASSOCIATIONS

U.S. Navy, Great Lakes IL, Advanced Electronics Program

Milwaukee Business Training Institute (MBTI), Milwaukee WI, Information Technology

Senior Member, American Society for Quality (ASQ)

Certified Computer Professional (CCP)

Certified Quality Manager (CQM)

ISO 9000 Lead Assessor

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