Manager Quality Assurance

JANICE D. SUMMERS

Richmond, Virginia *****

(c) 301-***-**** (h) 540-***-****

************@*****.***

QUALITY PROGRAM MANAGER/PROCESS RE-ENGINEER/OPERATIONS MANAGER

Professional Program Manager with 12+ years of consulting program

management experience to private and public entities in government,

technology and financial services. Recognized professional with hands-on

business acumen, academic credentials, and multiple quality and program

certificates and certifications. Proven success in planning, initiating,

directing, and managing projects, creating and facilitating training,

leading project planning teams, and delivering projects within budget and

timelines. Superb ability to direct quality reviews of third-party

performance results, re-engineer processes, create improved processing flow

charge and design, and compose detailed documents for non-compliance and/or

continuous process improvement. Expertise highlights include:

Quality, Operations, and Program Management ( Process Re-engineering (

Qualitative and Quantitative Analysis

Create and Deliver Training( Consulting for Business and Operations (

Staffing Requirements( Compliance

Policy and Procedural Development ( Process Improvement( Team Management(

Strategic Planning

Develop Metrics and Monitor Milestones( Requirement and Performance Audits(

Technical Writing

RELEVANT PROFESSIONAL EXPERIENCE

Quality Program Manager February

2007 - September 2011

Department of Homeland Security, Washington D.C.

Quality Manager for performance of $10M, 2000+ employee government project.

Managed financial analyst, and two quality analysts. Provided strategic,

technical and managerial expertise to define and document business for

outsourced automated processing adoption; coordinated business needs with

leadership and decision makers; prepared specifications for project

proposals, design, and implementation. Program Manager for multiple

internal and external projects to improve accuracy and timeliness of

completed form production and adherence to quality. Re-engineered

processes, created processing flowcharts and diagrams, and

designed/composed detailed business requirements for process automation;

designed, implemented, and maintained data repositories; created and

delivered training for changes to processing and reporting; created

processes in PowerPoint presentations and composed white papers. Planned,

prepared, and facilitated meetings to address/ resolve quality issues and

presented recommended changes to processing provide project updates.

Ensured compliance to contracted requirements.

Program Lead - Quality Assurance and IV&V

2005 -2007

Department of Education, Washington D.C.

Led IV & V staff reviews; gathered and reviewed contract requirements,

observed and monitored processing, created standardized audit and reporting

templates; reviewed compliance of audit tools, scoring and reporting

methods. Served as Senior Configuration Manager for project designs,

approvals, development, and migrations; tracked tasks. Provided application

and system support to engineers, programmers, and developers; interviewed

engineers and programmers and created PowerPoint presentations, training

materials, procedures, and disaster recovery plans.

Quality Assurance/Configuration Program Manager

2003 -2005

Veteran's Administration Critical Incident Response Center (CIRC), Dunn

Loring, VA

Managed configuration analyst and two technical writers in delivering

quality assurance functions for continuity of processing across the

continental United States; oversaw performance of service and database

audits; ensured adherence to contract, managed data transfer and storage;

composed training materials, continuity of operations plan and procedures.

Teamed with engineers, programmers and developers to develop requirements

for system upgrades/modifications to existing applications, provided

support to new automated solutions.

Senior Technical Program Analyst

2000 - 2003

National Archives Records Administration (NARA), College Park, MD

Managed daily contract progress/milestones and status reports for 30+

network engineers and programmers. Composed detailed server and desktop

documentation, helpdesk and system procedures, and composition of the

Continuity of Operations Plan (COOP); assisted in design and documentation

of management dashboards. Designed and implemented offsite data transfer

and disaster recovery procedures; submitted monthly quality reports.

Created and delivered training. Coordinated and facilitated weekly project

status update meeting with 30 engineers/programmers, program managers, and

government officials; maintained, updated, and distributed all

documentation. Oversaw quality rollouts and testing for agile migrations

of new applications and systems. Liaison between users and engineers by

documenting concerns, providing support, and delivering resolutions.

JANICE D. SUMMERS 301-***-**** ( ************@*****.*** p. 2

ADDITIONAL WORK EXPERIENCE

Operations Manager, Member Services

SSA Baltimore Federal Credit Union, Baltimore, Maryland

Managed 20 branch and call center staff /activities to include response

times, service levels, sales volumes and profitability. Enhance staff

performance and increase sales through developing and conducting internal

training and implementing performance standards.

Operations/Bank Officer

First American Bank of Maryland, Silver Spring, Maryland

Directed staff, projects, and bottom line profitability of front-line and

back office functions of operations center to include call center. Re-

engineered processes and workflows using SIPOC and RACI methodologies.

Responded to bank/customer investigations, monitor internal and external

account transactions, manage security of operations building, manage the

composition and standardization of outgoing customer communication and bank

operations function policies and procedures, develop and train staff, and

transfer, promote, and terminate employees. Promoted to twelve member

Merger & Acquisition Task Force under direction of Bank Holding Company

officials.

Branch Network/Operations Manager/Auditor

Maryland National Bank, Baltimore, Maryland

Audited credit cards transactions, payments and refunds, incentive programs;

branch offices, internal procedures, and operations to include compliance with

internal and external standards and federal regulations. Developed and managed

branch automation help desk for onset of 200 branch project. Initiated and

implemented "Branch Controller Swap" method to upload branch settlement.

Managed operation of two shift currency departments with staff of 34; priced

and procured automated equipment, analyzed and improved workflow to realize

300% increase in production; priced products and services. Wrote policies and

procedures, job descriptions, annual reports, and composed process flowcharts;

taught "Powerful Telephone Skills" and "Put it in Writing" training seminars.

EDUCATION

Bachelor of Science (B.S.), Business Administration

Towson State University, Towson, MD

PROFESSIONAL CERTIFICATIONS

Certified in ISO 9001 and CMMI Methodologies

Completed coursework in Professional Management Professional

Candidate for PMP certification, 2014

Completed coursework in Six Sigma Black Belt

Candidate for Six Sigma Black Belt certification 2013

Skilled in Microsoft Office Suite: Word, PowerPoint, and Excel

VOLUNTEER/COMMUNITY INVOLVEMENT

Committee of 500, Spotsylvania County

S.P.C.A., Supporter

SECURITY CLEARANCES: Public Trust 6-C, 2005

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