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Quality Assurance, Audit, Control, Testing, Testing

Jacksonville, Florida, United States
January 27, 2018

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Edward Ardizone

904-***-**** LinkedIn Profile Jacksonville, FL

Professional Summary

Award-winning, results-oriented and resourceful professional with an extensive background in Quality and Reliability Engineering. Recognized for taking leadership roles in developing and implementing process improvement initiatives utilizing six sigma methodologies and consistently adhering to industry standard quality improvement principles across manufacturing, supplier, service provider and business processes.

Professional Experience

Quality Assurance Consultant – Jacksonville, FL 2015 – Present

Independent Quality Assurance consultant targeting small and medium business

Six Sigma Black Belt Root Cause Analysis & Corrective Action Process Mapping

Advanced Analytic Capabilities Process Development Lead Process Auditor

QA Testing/Inspection Quality Control QA Analyst

Fry’s Electronics – Computer Sales – Atlanta, GA 2013 – 2014

Responsible for providing exceptional service to customers by answering all questions and offering a complete solution. Extensive knowledge of store products, features, benefits, and technical specifications of all computers and peripherals

Cox Communications – Senior Quality Assurance Engineer – Atlanta, GA 2004 – 2012

Led Six Sigma programs supporting Corporate and Regional Operations, Engineering groups. Responsible for developing performance and operational metrics to measure voice, video, and, data services, highlighting areas not meeting expected performance targets. Develop, audit and improve customer service and engineering Processes.

Co-Chair National Reliability Steering Committee (NRSC) – The team developed consistent service performance and customer satisfaction metrics across all service regions. Published a weekly Performance Dashboard to quickly identify and focus resources on critical improvement opportunities. Nominated for Corporate Vision Award for Leadership (finalist).

Led Program to Resolve Large-Scale Nationwide Backbone Outages – Realized a 90% decrease in outages when corrective action was applied.

Team Leader VoIP Telephone Service Reliability Improvement Program – Led team to determine root cause of increasing customer complaints. Achieved a 30% decrease in customer reported complaints.

Developed Vendor Product Performance Dashboard – All vendors were required to provide monthly product performance metrics. Performance metric were integrated into all vendors Service Level Agreements (SLA).

Comcast Communications – Quality/Reliability Engineer – Atlanta, GA 2002 – 2004

Responsible for Quality/Reliability improvement of network and operations services in the Atlanta region. Implemented the use of statistical process control (SPC) to monitor network and operational performance.

Improvement initiative results – service outage minutes reduced 40%, customer reported trouble calls reduced 20%, repeat trouble calls reduced 45%, and avoidable truck rolls reduced 55%

Identified issues with network powering – Analysis indicated power supply failures accounted for 30% of total outages. Implemented preventive maintenance program to ensure power supplies were regularly inspected and certified.

Identified issue with a high occurrence of false alarms – Analysis revealed that a vendor’s product change notification had not been implemented correctly. Subsequent corrective action reduced alarms by 40%, avoidable truck rolls by 15%

Identified critical design flaw with vendors Customer Premises Equipment (CPE) – corrective action required the vendor to develop a process to repair currently deployed equipment and address the design flaw.

Edward Ardizone Page 2

Nortel Networks - Manager, Market Development, Sales – Atlanta, GA 1997 - 2001

Awarded Nortel Circle of Excellence Award for successfully growing sales and meeting P&L targets by quickly addressing gaps in the Access Networks product portfolio. Yearly sales increased from $8M to $48M within four years.

Developed and presented in-depth technical presentations which detailed our products competitive advantages.

Partnered with Regional Sales teams to prioritize key customer requirements which included addressing issues with limited equipment housing sizes. This issue impeded our ability to grow our customer base in a highly competitive telecommunications market.

Assumed leadership role in driving Nortel’s Design groups to quickly address and implement features aimed at increasing sales.

Performed customer requirement analysis and developed business cases to highlight key sales opportunities lost to competitive equipment suppliers.

Nortel Networks - Senior Technical Support Engineer – Atlanta, GA 1995 - 1997

Technical Support Engineer adept at resolving complex network issues. Assisted customer with network design questions, system provisioning and system failure issues quickly and efficiently. Received Nortel Networks Award of Merit

Provided technical support and problem resolution for critical customer situations on-site, phone or email

Responsible for the testing and validation of new products prior to release to ensure all features and functionality performed to expected design specifications.

Developed and presented detailed “onsite” Customer Training Programs for Broadband Access products

Developed, and implemented Change Application Procedures (CAP) and the Method of Procedure (MOP) for field upgrades, test instructions, and configuration changes.

Nortel Networks - Senior Quality Engineer – Atlanta, GA 1986 - 1995

Prime contact for customer product performance complaints which includes the review, investigation, and resolution of all reported issues. Led programs to determine root cause and corrective action to ensure customer satisfaction. ISO 9001 Lead Auditor for the Access Networks business unit. Also Responsible for Process Development, Engineering and Improvement. Received GTE Award of Appreciation, Nortel Service Excellence Award

ISO 9000 Lead Auditor for the Access Networks line of business. Tasked with developing and assisting in the development of documented audit/test procedures. Performed weekly departmental audits to ensure compliance with ISO standards.

Responsible for analysis of product performance failure data - track product performance trends. Led cross-functional reliability improvement teams to investigate, determine root cause and fix product quality and reliability issues.

Responsible for Root Cause Analysis and corrective action - with respect to customer reported reliability complaints and internally identified field and manufacturing defects. Provided responses to customer detailing Corrective Action implementation.

Developed and implemented AccessNode Failure Analysis procedure. The procedure defined a documented process to shorten the failure analysis interval for new products introduced to the field.

Identified and resolved design flaw in the line card manufacturing process. Application of corrective action lowered failure rates by 30%

Education and Professional Development

DeVry University - Diploma Electronics Technology, Atlanta, Georgia

Southern Polytechnic State University - ASQ Certified Quality Engineering - Reliability courses

Certifications - Six Sigma (Green, Black Belt), Quality Engineer, Quality Technician, ISO 9001 Lead Auditor

Networking courses - WAN/LAN Technologies/Inter-networking, TCP/IP, VoIP Engineering, and Troubleshooting.

Computer Skills - Windows (expert), macOS High Sierra, and Linux

Programs: Microsoft Office - Excel (expert user), PowerPoint, Outlook, Word, OneNote, Project, Minitab, ReliaSoft, Visio

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