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Manager Project

Garland, Texas, United States
February 28, 2018

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June Galloway

**** *** **** ***** *******, Texas 75044 Phone: 972-***-****


US Army war time veteran professional experienced IVR/QA/UAT/Regression tester delivering strong and innovative problem solving remedies using logical programming and testing methodologies

Excellent BA/SA knowledge, outstanding organizational skills with stellar time management abilities, along with exceptional communication skills between business and technology that successfully develop and maintain relationships between functional teams in many different industries including telecom, banking, mortgage, airline

Delivery Manager skillset dedicated to understanding the client needs to obtain overall satisfaction

Experienced SDLC in Agile, including but not limited to: Daily Scrum meetings, Sprint planning, Sprint Review Meetings with Product Owner/stakeholders/end users, Epics, User stories


Individual/Team Contributor

Project/Time Management

Analytical/innovated skills

Attention to Detail

QA/UAT Testing

Quality Center 11

Team Building


CMM Level 2


Bachelor of Science in Computer Science, Minor in Math, Fayetteville State University, Fayetteville, NC

Associate Degree in Computer Programming, Johnston Community College, Smithfield, NC


American Airlines IOC (OBOX Solutions), Fort Worth, TX June 2017- Sept 2017

Business/Technical Analyst IV

Effectively develop and maintain outstanding relationship with vendors, including but not limited to: 24[7], Voxia, Navia, along with Program Owner, Project Managers, Vendor Management, Business and Technology to meet project milestones and ensure client satisfaction is met if not exceeded.

Interface with all stakeholders (business, IT, management and vendors) to obtain and provide appropriate information for projects and tasks completion

Collaborate with numerous internal teams in a joint effort to create and/or modify existing documentation such as Service Guides, Disaster Recovery Plans, and internal surveys

Obtain and sustain knowledge of FOS (Flight Operating System) Crew Schedule IVR System its complexity for Pilots and Flight Attendants for both Legacy American Airlines (LAA) and Legacy US Airways (LUS)

Participate in the review of, and when necessary, the execution of CREW IVR test cases maintained in HP ALM Quality Center

Provide technical and analytical guidance resulting in a concise status tracking and reports; schedule, facilitate and conduct meetings as needed

Tools utilize: PlanView, Rally, ALM Quality Center, Sharepoint, Archer, GDPR, eSOA

BlackKnight Financial Services: RealEC, Remote – Houston, TX October 2014-March 2017

IT Service Delivery Manager

Strategically implement project management processes and methodologies releasing initiatives into production successfully, on schedule and within budget to ensure overall client satisfaction

Create, deliver, obtain approval of Statement of Work, Project Plans, Change request, Final Project Acceptance document to clients

Utilized the Software Develop Life Cycle mythology to suggest best solutions for implementation of software applications

Initiate and participate in JAD sessions

Provide project activities, timelines, tasks, risks, project plans, G2G plans, daily, bi-weekly and weekly meeting minutes and any additional data to management

Maintained close business relationship with Conduent (Xerox) to ensure Service Level Agreements (SLAs) were met; scheduled release maintenance and resources; validated document alignment and accuracy; worked closely with both RealEC QA, UAT and Conduent (Xerox) QA ensuring all defect were validated and code was as per requirements; Reported to senior management percentage complete of all testing efforts, including but not limited to QA, UAT, regression, release, smoke testing

Created, updated, validated defects in TFS ensure resolution and client satisfaction

Validated client XML schema via Altova

Empowered to decision time, task and resources for upper senior management; liaison between client business and technology

Monitored, ensured, validated the accuracy of clients monthly invoice

Project initiatives, including but not limited to: FHA EAD, UCDP, Closing Insight, Appraisal, EPS, Flood

Worked with 3rd party vendors such as RamQuest and Gator

Bank of America Legacy Assets Service (Apex Consulting), Plano, TX August 2013-Oct 2014 Lead Quality Assurance/User Acceptance Tester III

Projects include: CFPB (Consumer Financial Protection Bureau) ARM Disclosures/Pay Options, SCRA (Service Members Civil Relief Act), HE STEP (Home Equity – Second Term Extension Program), FHA 203K, Loan Originations, Loan Modification, Foreclosures, Loss Mitigation

Perform User Acceptance Testing, including but not limited to New Functionality, Regression, and End 2 End, for various projects and handle multiple projects simultaneously

Build relationships with business customers, Application Development, other teams to improve and ensure service levels are not only met but exceeded

Ensure all UAT testing efforts are executed in a timely manner and as per Use Cases detailed in business requirements documents (BRD)

Assist Line of Business in process design, redesign, documentation, and associate readiness as necessary

Utilize Quality Center 11.0--Test Scripts: upload into Test Plan, schedule execution, move into Test Lab, update execution status accordingly; Defect: creation, reporting and tracking; Reports: produce generic and specific project reports to be presented to senior management

Provide weekly project updates prior to test execution window and daily project updates during test execution windows including defect reporting, percentage complete, and overall test execution status

Lead, coordinate and participate in deploying projects into production successfully; perform business certification; assist in post implementation efforts during warranty period ensuring nothing less than OUTSTANDING business/client satisfaction

Bank of America Legacy Assets Service (Apex Consulting), Plano, TX July 2012-December 2012

Technical Consultant

Work closely with third party application, Equator, to verify software workflow adhered to line of business processes and procedures.

Generate testing strategy, test plans, test cases, test scripts and expected results for regression, functional and User Acceptance Testing per each testing phase

Translate design documents into test planning and user documentations. Participated in testing application enhancements.

Perform User Acceptance Testing for various projects and handled multiple projects simultaneously

Built relationships with business customers to improve services and ensure service levels were met

Created and initiated a team DISCOVERY share point

Assist in business process redesign and documentation as needed

Bank of America Home Loans and Insurance, Plano, TX September 2006-October 2011

Service Delivery Manager

Use superior communication skills to translate business strategy into policies and procedures.

Provide leadership, direction, and planning advice so that the Information systems department would consistently meet and exceed business needs within EDGE, StatusMart, DIDO

Acted as the single point of contact for escalated client I.T. issues and used strong analytical skills to determine a resolution that was in the best interest of the client and company.

Lead projects with little supervision and drove issues to resolution

Responsible for end-to-end ownership of projects and project planning activities on a daily basis

Business Analyst II

Performed necessary types of testing including unit, functional, integration, UAT and regression

Responsible for monthly BETA software releases including defect tracking and reporting within Quality Center

Coordinated testing of enhancements of existing applications to ensure integrity and quality of data while providing and/or assisting in train of system users.

Responsible for ensuring all necessary sign-offs have been achieved, understanding and adhering to test planning and execution guidelines, processes, and standards, improving and documenting the testing process, reporting status of assigned test tasks and issues and escalating issues and risks to project management/team lead as required.

Utilize best practice processes to manage work assignments and project management

AT&T (BearingPoint Consulting), Richardson, TX May 2005-September 2006

Management/QA Analyst

Assisted team with Cingular/AT&T billing conversion using SQL, UNIX, TestDirector 8.0 & Telegence/Amdocs online and TeamTrack

Summarized test results, tracked defects and reported findings to various levels of management

Validated software enhancements through writing test cases and test scripts and executing testing activities

Perform regression and end-to-end testing, manual and automated, to complete test cases/plans/scripts for each phase of software releases in addition to front-end and back-end testing of wireless telephone activation and billing system

Southwestern Bell Company, Dallas, TX June 2000-April 2005

System Analyst

Utilized TestDirector 8.0: LoadRunner, Visual Basic, C, and UNIX to ensure designs met business requirements.

Utilized LoadRunner to performance test high risk, complex, multi affiliated applications with high degree of success

Develop test plans, write test cases and automated scripts, execute tests, document defects, analyze test scenarios and report testing status to clients for future releases and application upgrades

Identify software failures prior to release into a high use production environment

Apply software/hardware, networking topology, protocol knowledge, and programming skills for test strategies and practices

Assist with SBC/DishNetwork partnership by utilizing Test Director and LoadRunner to perform multiple scenarios with up to 500K vusers, increments of 25K and two firewalls

System/Programming Analyst, New Haven, CT

Designed and programmed system modification of a client server application

Knowledge of Interactive Voice Response (IVR) System, interactions with Computer Telephony Interface (CTI) applications and Automated Call Distribution (ACD)

Utilized Visual Basic, C, Unix and NT to ensure designs met business requirements

Worked with vendors such as Periphonics and Genesys to provide technical support/knowledge

Performed necessary testing of both hardware and software for quality assurance

Inrange Technologies, Shelton, CT February 2000 – June 2000

Certification Engineer

Responsible for product verification and certification to third party vendors

Assist in fiber optic channel testing

Ensure interoperability functionality are compatible and successful

Represent all product lines to maintain excellent customer relations administratively and technically

Nortel Networks, Richardson, TX January 1998 – January 2000

Member of Scientific Staff/TDMA VO Software Support

Use simulated test environments, Graphical User Interfaces (GUIs), actual mobile telephony equipment to create and execute verification plans.

Test, verify, and correct software applications for global cellular switches via MAPCI.

Knowledgeable in Mobile Telephone Exchange (MTX) switches, configuration, software and call processing procedures.

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