Quality Assurance Manager

shelly welch

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

Address: **** * ***** ******

City: Belton

State: MO

Zip: 64012

Country: USA

Phone: 816-***-****

Skill Level: Management

Salary Range: $90,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Shelly Welch

5607 East 196th Street

Belton, Missouri 64012

816-***-**** **********@********.***

SUMMARY

Diverse, results-focused Business Operations and IT Executive with extensive experience in Quality Assurance, Program and Project Management, Business Continuity, Disaster Recovery, PMO, Process Improvement and a Certified Scrum Master for Agile projects. Expertise in:

PMO Program management E-commerce testing

Business continuity planning

Risk management

IVR testing

Automated testing

Incident command Process improvement

Disaster recovery Leading cross matrix & off-shore teams Functional testing

Project management Business Process Testing

TECHNICAL QUALIFICATIONS

Operating Systems: Windows 7 Vista, UNIX, client/server, XP

Software Packages: Microsoft Office, Microsoft Access, Microsoft PowerPoint, Microsoft Visio, Microsoft Project, Toad, Hummingbird, Visual Source Safe, Documentum, Vignette, PCI (Program Card Industry),Peoplesoft, iCIMS,Planview,Clarity

Programming Languages: Visual Basic, C++, Oracle SQL, Java, HTML, XML, Delphi, .Net, Tibco, Open Source, Jive, Alfresco, Mule, Apache

Database Design: Oracle, SQL, System Flow Design, Data/Process Flow Diagrams, Access, Business Intelligence Tool (Micro strategy), ETL (Informatica).

Methodologies: Software Project Lifecycle, QA Framework, Rapid Application Deployment, Scrum, Sarbanes and Oxley, Waterfall, Business Delivery Model, Agile, Scrum, ITIL, Six Sigma, CMMI, Gartner, Kanban board.

Testing/Support Tools: Test Complete, Empirix Etester, Empirix Emanager, Empirix Espider, Compuware File Aid, Compuware Test Partner, HP Quality Center, PVS Tracker, IVR testing (Kombea, Avaya, Versicom), Dovetail, Clarify

PROFESSIONAL EXPERIENCE

Waddell & Reed

Quality Manager Present

Develop and assist in establishing quality assurance measurements and standards for new products, and/or enhancements to existing products throughout the SDLC.

Execute and manage the process of verification and validation that certifies that every development program/project has met the specifications and expectations of end users.

Maintain quality assurance objectives and coordinate objectives with product delivery in collaboration with project /program managers to maximize product reliability and minimize costs.

Prepare and deliver reports, recommendations, or alternatives that address existing and potential gaps in IT Delivery processes and projects across the organization.

Collaborate with business users and service providers in assessing quality goals and targets for applicable systems and services.

Conduct internal audits to measure and assure adherence to established Quality standards for software development, application integration, information system performance, and corresponding documentation.

Verify and revise quality assurance standards as needed.

Validate that Quality assurance activities allow projects/ programs to meet business requirements and systems goals, and identify existing or potential issues.

Make recommendations for improvement of applications to applicable project team members.

Analyze formal test results in order to identify trends and/or root cause in defects, bugs, errors, configuration issues, and interoperability flaws.

Assist in improving processes, practices, and guidelines for new and existing technologies.

Cultivate and share knowledge of quality assurance best practices.

Review the current policies and improvise plans to improve upon the existing quality standards.

Review and analyze and report on the effectiveness of the process improvements made.

H&R Block (world headquarters) Kansas City, Missouri 2001 2012

Lead Franchise Operations Support Manager

Operations Manager for 168 Franchisees and 20 Multi-unit Franchisees providing support in opening new franchises, operational support of issues and growing their business.

Created an issue tracking and reporting system to provide Field Reporting for the first time and allow the Franchise Support Managers to track issues from the Franchise Community. This resulted in areas to focus on training, capturing risks and reporting defects for IT to fix and better data for hiring additional support.

Program Manager for Business Continuity

Created and executed disaster call tree and E2E tabletop exercises with Recovery Managers, Incident Command and Disaster Recovery teams.

Updated Business Impact Analysis Workbooks and coordinated with Recovery Coordinators.

Partnered with field leaders, disaster recovery team and Incident Command team to determine critical business processes.

Prepared formal responses and implemented audit defects fixes.

Created Steering Committee monthly meeting to review 3 year plan and strategy for Business Continuity Program.

Shelly Welch Page Two

Program Manager for Toll Gate Reviews (PMO)

Managed the SDLC process collaborating with PM and Business Partners to create necessary documentation for weekly tollgate meetings.

Responded to audits and adherence to SOX compliance as well as internal audit.

Ran a weekly tollgate meeting for IT senior leadership and Business for PMs to present projects.

Provided documentation to auditors for review around the SDLC/Agile methodologies.

As certified Scrum Master, updated and created Methodologies for Agile and Traditional Waterfall.

Captured Risks and worked with PMs on solutions to present back to Senior IT Management.

Apprised IT owners of potential issues impacting scope, cost and delivery delays, Initiatives, monitoring budgets and on-going risk assessment.

Lead and mentored project managers on approved IT methodologies, process and project management and best practices, techniques and tools.

Program Manager for Process Improvements

Created process to retire old technology and applications

Created Quality Assurance testing framework.

Created E2E testing framework including Business Process testing

Created Data Quality testing framework.

Created new State Certification process which reduced staff and testing by 50%.

Implemented Quality Center framework for testers.

Worked with Business to document and improve business processes.

Quality Assurance Manager

Ensured the Quality Assurance and Quality Control of multiple applications including bookkeeping systems, business applications, PeopleSoft, payroll, hiring, IVR, POS and web based applications. Managed 15 direct reports on cross-matrix teams for multiple applications and 6 off shore staff delivering 24x7 testing.

Lead test team in testing: Web Services, APIs for card services, Gateway, open source testing (Jive, Alfresco,Mule, Apache)

Project management and status reporting for all applications and projects.

Prepared budgets, Resource Capacity Planning, Forecasting, ordering equipment and maintaining software. Delivered on time and on budget for projects.

Oversaw the Sarbanes Oxley testing team to complete testing and ensure testing met audit requirements. Tracked defect reports to ensure all were corrected, retested and submitted for signoff.

Created Test Strategy for Data Center move to new world headquarters. Worked with all QA teams across the organization to ensure all applications and processes were tested when moved to the new building. This resulted in a reduce down time upon go live in the new building.

Defined Data Quality framework to ensure data was accurate. With automated scripts, the number of data quality defects was reduced 50%.

Created QA framework to align with the SDLC including plans for test, unit test and user acceptance. Conducted training for other QA groups resulting in an award for Outstanding Quality Assurance Achievement by a member organization presented by the Kansas City Quality Assurance Organization.

Created a Business Process Testing group to ensure all systems were working from an end to end perspective resulting in additional defects found with end to end testing versus functional testing.

United Health Care (Formally GeoAccess, Inc.) 2000 2001

Quality Assurance Manager

Lead a testing team of 5 in this provider of directories integrated with complementary consumer-focused tools, software and services to analyze provider networks. Defined testing policies, managed budget and performed resource capacity planning. Recommended process improvements to the standards.

Implemented and defined the process for a Process Life Cycle reducing testing time by 50% of the original time estimates.

Created a training program and implemented with testing team.

Implemented a test lab using the automated testing tools.

Black & Veatch (BVSG) 1998 - 2000

Testing Services Manager E-Commerce

Set up a test department of 4 reports and managed testing projects for a global engineering, consulting and construction company specializing in infrastructure development in energy, water and information operations.

CERTIFICATIONS / PROFESSIONAL AFFILIATIONS

Certified Scrum Master Scrum Alliance

Member of ASQ

Certified Software Test Engineer, CSTE

Served as a Board Member on The Kansas City Quality Assurance Association as Vice President, President and Immediate Past President

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