Manager Quality Assurance

PERSONAL MIssion

Lead people to embrace processes, create value for clients, and search out

new business opportunities. Measure successes to invigorate individuals

and teams. Build financial growth through process innovation and team

empowerment.

Skills and Expertise

ITIL Processes:

Configuration Management

Change Management

Release Management

Service Level Management

Continuous Process Improvement

Service Request (Change Control)

Organizational Change Leadership and Management

Technical and Business Process Implementation

Transition Leadership and Process Deployment

Program Management - Process Creation, Implementation, and Auditing

Project Management - Planning, Scheduling, Cost Accounting, Budgeting, and

Staffing

Business Process Engineering - Workflow Modeling

Software Testing, Configuration Control, Installation and Deployment

Team Facilitation, Customer Communications, and Cultural Change

Customer Training and Course Design

ACCOMPLISHMENTS

Implemented/deployed ITIL processes at over 30 Accounts

Drove ITIL process and tool efficiency enhancements

Created and deployed Service Level Agreements (SLA's)

Worked with clients to identify/resolve policy, process, and functional

dependencies

Implemented various temporary process and tool solutions

Measured impact of process enhancements and tool deployments

Conducted quality assurance reviews and due diligence on processes and

tools

Established metrics for measuring processes, setting targets and reporting

requirements

Facilitated large groups creating functional process flows and targets for

enhancements

Analyzed, wrote and presented new business proposals

Created test strategies and methods including test plans and project

schedules

Managed joint client and internal test teams

Coordinated software releases including training activities, public

communications, and client stat meetings

Conducted on-site and remote training for new tools and processes across

globe

Made frequent executive briefings and public presentations.

Work History

COMPUTER SCIENCES Corporation - Commercial (2000 - 2013)

http://www.csc.com/

Americas Configuration, Change, and Release Management Lead (Senior

Manager)

Global Service Level Management Subject Matter Expert (Senior Manager)

Services Excellence Compliance and Change Lead (Senior Manager)

Operational Support Services Transition/Deployment Lead (Senior Manager)

Operational Services Group Service Delivery Excellence Program Lead

(Manager). As the Americas Configuration, Change, and Release Lead,

managed a team of 80 plus employees worldwide with a budget exceeding 4.5

million dollars. Also, served as the senior consultant for the global

Configuration, Change and Release employee community. Provided strategic

direction, and guide global process enhancements. Drove process

improvements through metrics and team communication. Formed the first

Change, Configuration, and Release Management "communities" in the

Americas. Succeeded in defining and engaging Clients in adopting CSC

metric reporting standards. Started framework for creating Change, Release

and Configuration Management as a service offerings. Collaborated in

defining enhancements to CSC's tool suite that will visibility improve

future metrics, client-facing functionality, and ITIL compliance.

As the Global Service Level Management Subject Matter Expert for all ITIL

and Client contracts, provided global strategic direction. This included

building and maintaining ITIL Version 3 conforming global policies,

processes, procedures, and detailed work instructions. Led global

initiatives and process enhancement efforts through active workgroups.

Customized ITIL processes to meet unique business environments, mentored

staff, and conducted quality assurance conformance audits. Led

Organizational Change initiatives, planning, communicating, and leading

teams. Prepared detailed project plans, established transition teams,

resolved account/client/transition team problems, and created detailed IT

and Organization process flows and tool requirements that reduce cost and

increase efficiency. Identified project risks and mitigation strategies.

COMPUTER SCIENCES CORPORATION - FEDERAL (1990 -2000)

Product Test and Configuration Control Task Leader (Manager)

Operations Department Manager - System Deployment

Change, Release and Configuration Deployment Task Leader (Manager)

Meeting Facilitator - Collaboration Leader (Manager)

Special Projects Task Leader (Supervisor)

Lead Instructor/Documentation (Supervisor)

As the Cost Account Manager, managed a $1,200,000 budget and a staff of 12

in two states. Conducted integration and system testing using automated

tools. Reported progress and problems to management and the client.

Mitigated schedule and cost risks by proactively addressing problems and

cutting costs.

Managed an $800,000 budget and a staff of 7, consistently under budget and

on schedule. Closed out a 6.3 million dollar project returning equipment

and providing documents. Prepared detailed project schedules, cost

proposals, and staffing plans. Supervised software site preparation and

UNIX/ORACLE-based application installation team. Eliminated many critical

show-stoppers by using risk mitigation strategies.

Facilitated over 500 hours of meetings for 1200 Armed Services Officers and

Corporate Executives from diverse project management, technical teams, and

support organizations. Established the first Dayton Ohio based CSC video

teleconferencing (VTC) capability and teleconferencing center.

Coordinated two CSC Corp fiscal year-end accounting process for CSC Systems

Group. Created the Customer Support Group, setting policy and procedures

for the helpdesk. Led the CSC Corp accounting software problem reporting

business process reengineering (BPR) team.

Wrote comprehensive online help for nine accounting applications - the

first written documentation for these internal applications. Wrote

operations and technical user manuals for four mainframe applications,

documented batch processes.

Updated and maintained the Automotive Dealership Accounting and Service

courses. Created a new training course database, a unique scenario-based

database, which demonstrated application functions. Established and tested

the corporate master UNIX database for all site training.

Wrote software user manuals, training guides, and system operations

instructions for seven mainframe applications. Conducted software

functional testing for two mainframe applications using a structured step-

by-step test case process. Tested system integration features and

interfaces against requirements and standards.

REYNOLDS+REYNOLDS, COMPUTER SYSTEMS DIVISION, DAYTON, OH

Senior Instructional Developer. Feb 1989 - Dec 1989.

http://www.reyrey.com/

BATTELLE MEMORIAL INSTITUTE, COLUMBUS DIVISION, COLUMBUS, OH

Research Scientist. Feb 1986 - Jan 1989.

http://www.battelle.org/

COMERCIAL OUTSOURCING ENGAGEMENTS

AON, Ascension Health Ministries, BAES, Basell, BHP, Boeing, Bombardier,

British Telecom, Cardinal Health, Chrysler, CSC Internal, Dunn &

Bradstreet, DuPont, Estee Lauder, Equiva, Exelon, General Dynamics, Global

Crossing, Gulfstream, Hyatt, Ingalls, Ingersall Rand, IRS, KONE, Marconi,

Motorola, Nissan, Nortel, Providian, Sears, St Vincent Hospitals, Sun

Micro, TKE, UTC, WCI Steal, Westinghouse

GOVERNMENT CONTRACT EXPERIENCE

Stock Control and Distribution (SC&D)

LOGAIR Real-time Terminal System

Wholesale and Retail Receiving/Shipping, and Inventory

Storage Process Subsystems

Financial Inventory Accounting and Billing Systems (FIABS)

Joint Computer- Aided Acquisition and Logistic Support (JCALS)

Requirements Data Bank (RDB)

Material Management System (MMS)

CERTIFICATIONS

ITIL Version 3 Fundamentals

Frontline Leadership-Core Interpersonal Skills

Formal Education

ED SPECIALIST - Instructional Technology (Organization Development and

Leadership).

Wayne State Univ., Detroit, MI (30 hours above Masters Degree)

M.A., Instructional Technology (Course Design). Governor's State Univ.,

Park Forest South, IL

B.A., Human Services (Special Education). Governor's State Univ., Park

Forest South, IL

SPECIALIZED TRAINING

ITIL Version 3 Fundamentals

Frontline Leadership-Core Interpersonal Skills

Project Management and Estimation Processes

Cost/Schedule Status Reporting

Project Leadership

Project Scheduling Techniques

Basics of Performance Measurement

Definition of Organization, Work, and Macro Planning

PROFESSIONAL PUBLICATIONS

Performance and Instruction, "Leadership - the Good, the Bad, and the Ugly"

Performance and Instruction, "Organizational Power and the Politics of

Performance Technology"

http://www.eric.ed.gov/ERICWebPortal/search/detailmini.jsp?_nfpb=true&_&ERIC

ExtSearch_SearchValue_0=EJ396882&ERICExtSearch_SearchType_0=no&accno=EJ39688

2

Performance and Instruction, "A Perception of Competence"

http://onlinelibrary.wiley.com/doi/10.1002/pfi.417*******/abstract

Community Service

Elected Official - Fairborn City Council - 2012 (4 yr term)

http://www.ci.fairborn.oh.us/gov/council/steininger.htm

Member of the Fairborn Planning Board. (1998 to 2004, 2006 to 2012)

President of the Fairborn City Parks and Recreation Advisory Board (1995 -

1998)

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