Quality Assurance Customer Service

Karen Swan

Email: *********@********.***

Address: *** *. ******* *****

City: Littleton

State: CO

Zip: 80120

Country: USA

Phone: 303-***-****

Skill Level: Management

Salary Range: $80,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Karen Swan *********@********.***

303-***-**** (mobile) Littleton, CO

My background includes 20 + years in Information Technology (IT) experience (7 as Manager/Director and 15 as QA Analyst) with emphasis on Software Quality Assurance Test, Business Analysis, and Software Quality Assurance Process Improvement.

As an experienced manager and team player am highly motivated, results-oriented leader with a record of delivering high-quality major products on time and within budget. I have consistently demonstrated excellent analytical, organizational, problem-solving, and communication skills.

PROFESSIONAL EXPERIENCE

Senior Consultant - Quality Analyst, and Accessibility Expert

MODIS 08/2011 - 06/12

Pearson/eCollege Contract/Consultant

Created and implemented the Accessibility Procedure and Standard for 42 Projects for Pearson/eCollege. Pearson mandated that all Projects would be 100% Accessible by end of 2012 for their on-line education programs.

Became educated on all Accessibility Tools (JAWS, Windows Eyes, NVDA, Wave, etc.) necessary to perform Accessibility testing against the Pearson Guidelines.

Trained Accessibility testing to existing Project QA staff.

Created and executed Test Sets within HP Quality Center (QC).

Tracked and reported on Accessibility defects in Rally.

Implemented and posted the Voluntary Accessibility Product Template (VPAT) for a major Project.

PERSONAL SABBATICAL (03/2010 - 07/2012)

I travelled in USA and Canada.

Senior Consultant - Quality Assurance Analyst

TekSystems 09/2009 - 01/2010

DaVita Corp. Contract/Consultant

Improved communication with Developers, Architects, Business Analysts, Quality Assurance, and management to take advantage of the Agile SCRUM methodology.

Manual testing (regression, functional, system, application) in HP Quality Center to create and execute test scripts.

Coordinated testing with the User Acceptance Test (UAT) team by creating UAT test plans.

Successfully utilized StarTeam to test and track defects to closure.

Senior Consultant - Quality Assurance Lead/Business Analyst

CIBER Corporation 01/2009 - 05/2009

Signal Behavioral Health Network (Signal BHN) Contract/Consultant

Created and executed test plans and scripts for the Signal BHN application for the conversion from AS400 application to SQL.Net.

Mentored and trained Signal employees in implementation of test cases, and reporting of defects within Utilized Team Foundation System (TFS).

Responsible for the over-site of, composition and execution of test documentation.

Coordinated user acceptance testing (UAT) with Signal and government personnel for approximately 70% of the rehabilitation clinics that converted to a web-based system.

Senior Consultant - Business Analyst/Quality Assurance Team Lead

CIBER Corporation 0 9/2008 - 12/2008

American Medical Response, (AMR) Contract/Consultant

Wrote and distributed Gap Analysis report documenting gaps between AS400 and SQL.net transfer.

Prepared a -Conversion Test Plan- document, and monitored the test performed by a 3rd party vendor.

Completed a Requirements document from a Government contract specification.

Created and distributed test plan in preparation for customer User Acceptance test support.

Chaired defect tracking/resolution meetings.

Trained the AMR IT personnel in Agile SCRUM development methodology.

Trained new Ciber personnel in writing and implementation of manual test cases.

PERSONAL SABBATICAL 10/2006 - 09/2008

After ADIC I took 2 years off to address serious family issues.

Requirements Management/Business Analyst Manager

Advanced Digital Information Corporation 04/2006 -10/2006

Managed 3 senior Software Quality Engineers and duties included strategic planning for budget and resources, training, hiring, firing, performance reviews, salary increase justification, and counseling.

Coordinated test processes and assisted with manual testing for web-based applications as necessary.

100% customer requirements, agreements, commitments met within budget while managing a 20 person release team to deliver an approved requirement document.

Improved customer service by 40% satisfaction rate while acting as quality liaison between management and customer.

80% improvement of reliability on requirement compliance and testability by performing Internal Audits.

Chaired -problem solving- meetings to determine corrective action and identify process improvement opportunities.

Senior Consultant - Software Engineering Group Lead and Internal Audit Manager

Motorola Corporation Contract/Consultant 02/2006 - 4/2006

100% of identified engineers (5 projects and 132 team members) successfully trained in Capability Maturity Model (CMM) Level 3 process techniques.

Responsible to ensure Test Processes were established and documented. Audited test documentation and test coverage.

40% reduction in defects which resulted in improvement of quality by identifying process breakdowns and reestablishing standards and procedures.

Performed -spot-check- internal life cycle audits, recommended corrective action, and tracked audit results to resolution and closure.

Assisted the User Acceptance Test (UAT) team with testing of the web-based GUI.

Senior Consultant - Software Engineering Process Group (SEPG)/Business Process Analyst Lead

Computer Sciences Corporation Contract/Consultant 09/2003 - 10/2005

Effectively led, trained and coordinated 200 engineers (4 branches within the Defense Finance and Accounting Service (DFAS) in the implementation effort of CMM Level 2 and 3 by establishing training programs, mock assessments, technical working groups, and question and answer presentations.

Created and implemented the ITI Library to facilitate the delivery of high quality information required for CMMI.

Established and Chaired the Management Steering Group (MSG), reporting on the team`s readiness to participate in the scheduled Software Engineering Institute (SEI) CMM assessment.

Successfully completed 100% of documentation required for CMM Level 3 assessment requirements by performing process improvement audits and analysis.

Created and implemented training of CMM Key Process Areas (KPA) requirements and assigned 3 KPA to each Technical Working Group which helped prepare the engineers for assessment questions in their area of expertise.

As SEPG lead 100% responsible for creating and maintaining detailed project plans for the 4 branches scheduled for SEI assessment.

Senior Consultant - Lead/Manager Senior Software Quality Assurance/Quality Control Analyst

Computer Sciences Corporation Contract/Consultant 10/2001 - 09/2003

Responsible for the composition of test documentation and execution of test cases.

100% approval of Quality Assurance Engineer (QAE) report on the feasibility and implementation of Agile SCRUM Methodology for 3 new projects.

Affirmed the success of the implementation of Agile SCRUM by collecting IT metrics reports, and defect reduction and resolution reports to senior management.

Trained 10 Junior QA Engineers to accurately review requirement, design and test documents by following approved organization standards and procedures.

SQA representative on the Documentation Review (DR) Board, Post Implementation Review (PIR) Board, and Configuration Management (CM) Group.

Manager/Director of Software Quality Assurance

Information Management Research, Inc. 04/1998 - 1/2001

Managed 23 Software Quality Assurance staff consisting of; 2 SQA managers, 8 Sr. SQA, 10 QA test, and 3 Technical Writer professionals.

Management duties included strategic planning for budget and resources, training, personnel projections, hiring, firing, performance reviews, salary increase justification, and counseling.

Successfully designed a -Customer Service Problem Inquiry- work flow document to accommodate the client request for problem/conflicts to go directly into Engineering instead of Customer Service. Client approved document and process was implemented immediately.

30% improvement in product quality and release readiness by establishing quality metrics, and the introduction and execution of Microsoft Solutions Framework (MSF) methodology of team-based environments to achieve quality and performance goals of the organization.

Created and implemented standards and procedures across the organization.

Established team reviews of defects and reported test matrixes to executive management.

Implemented Rational Suite of Test Automation tools across the organization, both local and international personnel.

Software Quality Assurance Team Lead/Manage

First Trust, Corp. 02/1997 - 4/1998

Managed and trained 6 Software Quality Assurance Engineers (SQAE) to lead teams in all aspects of SQAE.

Assisted test team with creation of test documentation, execution, defect tracking and Y2K remediation.

Supervised the successful Y2K testing proposal with 10 subordinates and 25 subcontractors, wrote 5 test plans and reviewed and approved an additional 10 test plans for the Y2K test initiative.

Successfully coordinated requirements management and defect tracking efforts on 4 programs, produced and executed a Requirement Traceability Matrix to clarify and track requirements, and trained SQAE personnel in the company`s defect tracking program using SQA Team Test tool.

Completed the Microsoft Solution Framework (MSF) certification, implemented training of SQAE personnel, and coordinated training of company-wide personnel in MSF methodology.

Client Service Manager/Coordinator

American Express Financial Advisors 05/1995 - 2/1997

Supervised and trained 26 local Client Service Representatives, 30 company-wide Client Service Coordinators in rules and regulations of the Client Service Coordinator training initiative.

Created, maintained, and applied a -Client Service Representative/Coordinator work and training schedule, designed and implemented -Trouble Shooting and Resolution- report for incoming calls, and performed trouble-shooting of problem issues that could not be resolved by the Client Service Representative/Coordinators.

100% success rate in -matching- all Financial Advisors and their criteria to potential clients, which included gathering all financial and personal information, maintaining reports, and communicate findings with client until -match- was finalized.

Initiated company-wide training programs to standardize the -Client Record Maintenance and Financial Advisor Matching Process- for all Client Service Coordinators.

Established training manual for all Customer Service Representatives/Coordinators.

Office Manager/Assistant to Financial Advisor

David Grant Financial 04/1993 - 4/1995

Supervised 2 office clerical staff responsible for data entry for all client information.

Prepared all financial reports in preparation of the Financial Advisor Review meetings for the client.

Managed the office when the Advisor was out-of-town, to include but not limited too, schedule, audits, client review preparation, researching problems, and testing of new software.

Senior Software Quality Engineer and Team Lead

Martin Marietta, Corp. 07/1988 - 2/1993

Led 12 Quality Assurance and 10 Quality Test Engineers on 3 major projects and provided overall product assurance direction for software programs throughout all phases of the software life cycle.

Performed QAE duties by reviewing, approving, and establishing a secret DoD test environment for product test and approval.

Successfully completed the Vendor Surveyor certification and performed surveys to contractual, corporate and military specifications.

Team Lead and member of Capability Maturity Model (CMM) Level 2, 3, and 4 assessments as well as team member and lead escort for 3 DoD audits.

Achieved 100% completion of the obligations pertaining to requirements necessary for compliance to Military Specification #1520B for defect tracking and resolution. Working closely with Development Engineers, established and created necessary reports generated for review, tracking issues back to source, chaired and established the Corrective Action Board (CAB), and necessary reporting to senior management as well as customer management.

Conducted monthly technical presentations to customer (usually Air Force) for preliminary and critical design reviews.

Quality Engineer/Analyst Lead:

Martin Marietta, Corp. 09/1986 - 7/1988

Supervised 2 Engineering Analysts/Clerks.

As a certified surveyor, performed internal corporate audits, on-site Customer audits, surveys and source inspections.

Created and established the -Vendor Rating System- and -Problem Reporting System-.

Responsible for the maintenance and point-of-contact for DoD audits of the above two systems.

Owner/Designer

J & S Interior Design and Professional Organizers 09/1983 - present

Design and coordinate installation of residential homes

Specialize in organization of home office and down-sizing/staging/relocating

Ongoing training of Clients to maintain newly organized areas

EDUCATION/CERTIFICATIONS/ASSOCIATIONS/COMMENDATIONS

BA Interior Design - Alberta, Canada

Project Management Professional (PMP) - in Process

Capability Maturity Model (CMM)

Capability Maturity Model Integrated (CMMI)

ISO 9000

Agile SCRUM

Microsoft Solutions Framework (MSF)

Software Configuration Management (SCM)

Vendor Surveyor (VS)

Internal Auditor (IA)

Source Inspection Auditor (SIA)

Business Analyst

Professional Organizer

Medical Coding and Billing

Project Management Institute (PMI)

Software Engineering Institute (SEI)

National Association of Professional Women (NAPW)

Software Quality Association Denver (SQuAD)

Women`s Foundation of Colorado

Women in Engineering

National Association of Professional Organizers

5 - Outstanding Performance awards

1 - Achievement Award

1 - Award of Excellence

3 - Letter of Accommodation Awards

1 - NAPW - 2010 Professional of the Year

TECHNICAL SKILLS

Methodologies

Agile SCRUM, Spiral, Waterfall, Capability Maturity Model (CMM), Capability Maturity Model Integrated (CMMI), Information Technology Infrastructure Library (ITIL), Object Oriented Analysis, Micro Soft Framework, Structured Analysis

Tools

HP Quality Center, Team Foundation System (TFS), SQA Team Test, Star Team, Rational Clear Quest, Clear Case, Requisite Pro, SQL 2005, MS SQL, SQL Server DB, Oracle DB, SQL Navigator, Sybase SQL Anywhere DBMS, SQA Team Test, Microsoft Office, JAWS, Windows Eyes, NVDA, Color Analyzer, Wave.

Systems

Chrome Book, iPad, Windows 95 to Windows 2009, Windows XP, Windows Vista, UNIX, Mac OSX, Sun-3X, Sun-4, Mac, AS400

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