Quality Assurance Manager

IAN W. KNOX

***.****@*******.*** • 603-***-****

Quality Assurance Director

Program Management • Project Management

Accomplished and innovative analytical thinker with significant hands-on experience in quality assurance,

technical project leadership, and software development for medical/healthcare, insurance and financial

industries. Excel in aligning technology advances with corporate goals, delivering cost reductions,

performance improvements and revenue-generating software products. Talented in building and training

offshore teams for quality output and in developing strong client relationships for business generation.

Quality Assurance Development Methodologies Quality Framework Standards

Documentation Customer Service Management SEI / CMM / ISO 9000

Release Management Manual & Automated Testing ITIL / TQM / PMP

Software Training Staff Development Agile/SCRUM

EDUCATION & CREDENTIALS

B.Sc. (Honors), CARLETON UNIVERSITY, Ottawa, Canada

Software Tools and Technologies

Quality Assurance Test Automation: IBM Robot; Mercury QTP, WinRunner, and Quality Center

Development Frameworks: Agile/Scrum, RUP, DMR P+, Trillium, FSDM, customer modified SDLCs, SOA

Software Configuration Management: ClearCase, PerForce, PVCS, StarTeam

Environments: MS Windows, NT Server, Sun OS, HP-UX, Linux, Oracle RDBMS, WebLogic, Apache,

Sharepoint, Powerbuilder, Java/J2EE, C/C++, VB, VBScript, JavaScript, PL/SQL

Life Sciences: 21CFR Part 11, GCP, ICH, CAPA

PROFESSIONAL EXPERIENCE

DELPHI TECHNOLOGY, INC., Boston, MA 2006 – 2009

Leading provider of insurance management solutions to medical risk management and insurance industries.

Director, Quality Assurance

Led numerous initiatives to improve product quality for 12 applications migrating from client-server to Web

platform. This included a modular approach to replacement products including claims, financial and policy

modules migrating from PowerBuilder to web-based Java with a full re-write of functionality. Critical success

factors included full UI replacement as well as SOA approach for new architecture. Enhanced test ability

through growth from 5 to over 25 member team including both offshore and 2 US-based teams performing

manual and automated testing. Reported to VP of Development.

• Drove innovative product improvements through ongoing cycle of development, testing and release,

incorporating standardized SDLC using Agile/SCRUM.

• Evaluated, selected, and implemented a new automation framework for HP Mercury QTP and Quality

Center to reduce testing time while ensuring product performance.

• Introduced coding standards for automation with Mercury QTP and legacy IBM Rational Robot test

scripts, resulting in customer-specific configuration testing.

• Transformed below-standard release record, improving quality and timeliness of product releases,

resulting in returning customers and significant improvement in user satisfaction.

• Accelerated product upgrades from 3 months to 3 weeks while maintaining high quality standards.

• Delivered updated documentation plus web-based help functionality and customer specific training.

ORACLE USA CORPORATION, Burlington, MA 2001 - 2006

World’s largest enterprise software company providing business systems and integrated technologies.

Director, Quality Assurance

Pioneered a Quality Management System for Oracle Pharmaceutical Applications group to meet regulatory

compliance and customer satisfaction objectives. Spearheaded the verification and validation of 8 integrated

IAN W. KNOX Page 2

pharmaceutical products ensuring adherence to project timelines. Served as group test manager for 30-

member team successfully developing new off-shore teams. Ownership and execution of all internal and

external Life Science Industry FDA and EMEA required audits. Reported directly to VP of entire group.

• Reversed customer audit failures that led to halt of product use, delivering within 4 months new

Quality Management System designed to catch defects and reduce risk of future audit failures.

• Directed and managed the development and maintenance of a new Quality Management System in

accordance with Life Science Industry regulations and standards. Worked with all departments to

identify and document SOPs, Work instruction, guidelines and standards and ensured all personnel

are properly trained in their use. Introduced a repeatable Software Development Lifecycle (SDLC)

with gated review points, at that time the only standard SDLC in use within Oracle.

• Hands on management of a number of distributed Quality Control and Documentation groups in the

development, maintenance and implementation of test strategies, plan, execution and procedures.

(total team size: ~50 covering US/UK/India operations, Responsible for up to 8 products)

• Enriched product quality through standardizing user acceptance tests, re-engineering test processes,

and introducing standardized automated testing through Mercury WinRunner and performance

testing through LoadRunner.

• Drove the internal audit program focusing internal audits on areas of functional and operational

issues to be improved. Established and maintained internal corrective & preventative action process.

• Strengthened customer loyalty through rigorous CAPA response to GCP quality issues by directing

customer audits and oversee audit follow-up and action plans, as appropriate. Responsible for

responses to audit reports.

PRETZEL LOGIC SOFTWARE, INC., Boston, MA 2000 - 2001

Start-up company for product placement and knowledge transfer of industry standards.

Engagement Manager

Delivered successful client projects, directing team of 10 professionals in process implementation of

Rationale’s ClearCase and proprietary Team CM tool to manage configurations of source code.

• Managed matrixed teams for project engagements establishing change management, version control

and CRM systems exceeding customer expectations.

• Achieved timely and customer-centric project results by adopting PMI principles and ITIL

framework, mitigating risk factors and addressing customer issues appropriately.

SUN LIFE OF CANADA, Wellesley, MA 1999 - 2000

Leading provider of financial products and services including insurance and investment management.

Senior Manager, Configuration Management (Contractor)

Charged with creating processes to advance product release management and internal communication for

Y2K readiness.

• Defined new revision control process for source code within several business units, implementing

automated tool-sets and standardizing best practices including baseline promotion and naming

conventions.

LIBERTY MUTUAL INSURANCE, Portsmouth, NH 1997 - 1999

Diversified services company offering property, casualty and life insurance.

Quality Assurance Director

Established use of quality instruments including automated tools for testing and configuration management,

metrics analysis, and PMI procedures. Led SEPG group to achieve SEI CMM Level 2 equivalency.

• Implemented new ITIL-based SDLC methodology, created PMO incorporating project status reports,

end of phase acceptance criteria and interim milestone reports, resulting in improved development.

FIDELITY INVESTMENTS SYSTEMS, Boston, MA 1996 - 1997

Technical arm of leading financial services company, providing technology solutions, systems and services for

Fidelity's business units.

Product Assurance Manager

Led team of 6 senior product assurance engineers to successfully introduce SEI-CMM Level 2 and 3 processes

for two business lines. Performed organizational CBA IPI (SEI CMM) assessments and analyzed metrics to

monitor results and inform decision making. Developed PMO function with improved project dashboards.

• Launched CMM product development processes tailored to specific projects.

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SOFTWARE MAINTENANCE CONSULTING NORTH AMERICA, Gloucester, Ontario 1995 - 1996

Start-up company providing tools and processes for federal government and other industries.

Manager, Methods and Technology

Accomplished successful project completion for configuration management and testing programs.

• Ensured customer satisfaction through evaluation of automated test and configuration management

products.

• Strengthened sales prospects by delivering pre-sales seminars and customer training programs for

federal government customers.

Career Notes: Also held position of Independent Consultant for ISO quality and network implementation

projects throughout Canada and 13 years as Senior Project Manager for BELL NORTHERN RESEARCH LTD.

in Nepean, Ontario.

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