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Manager Customer Service

Location:
Des Plaines, IL
Salary:
120000
Posted:
March 19, 2018

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Resume:

Steven A. Rosienski

ac4u0m@r.postjobfree.com

SUMMARY

Software quality and management professional with in-depth experience and documented accomplishments in multiple industries including, B2B, B2C, insurance, trading, healthcare, customer service, retirement benefits and financial planning. Expertise includes test team management (both on and offshore), software configuration management, project management, database design, systems administration, financial reporting, product profitability, planning, administration, customer service, OSHA compliance, and quality implementation with statistical techniques, with the ability to bridge communications between business and IT professionals. Particular skills focus on oral and written communication and building consensus across organizational boundaries to achieve the best solutions for the organization (minimum change, maximum return). EXPERIENCE

SG360 Wheeling, Illinois October 2017 to Present

ERP Consultant

Worked with ERP team to establish and document the QA validation of the company’s new ERP system. o Developed test strategy, test plan, test cases

o Verified proper coverage

o Managed defects and test cases employing Jira, Confluence, and Test Rail Oakton Community College DesPlaines, Illinois September 2006 to Present Professional Tutor

Work part time tutoring college level Math, Chemistry, and Physics CNA Insurance Chicago, Illinois March to December 2016 Quality Assurance Manager

Worked on multiple corporate wide infrastructure projects managing teams from 3 separate MSPs (managed service providers) Responsibilities included:

o All QA deliverables for, unit, system integration, performance, user acceptance, production validation testing, system test plan, test strategy, and resource planning

o Administration of the companies HP ALM (Quality Center) environment o Defining and establishing daily, weekly, and monthly reporting standards o Reviewing and assessing test coverage needs based and available resources implementing a risk-based approach to minimize business impact.

o Collected, reviewed and completed documenting all QA deliverables to meet corporate SOX requirements. EZLinks Golf LLC. Chicago, Illinois November 2013 to February 2016 Quality Assurance Manager

Built the QA department from the ground up as the first manager for the new quality assurance department. Established and refined all process for quality procedures including roles and responsibilities, hiring, firing, training, managing vendors, and budget for the new department. Worked across the technology, product, and marketing, teams to establish a delivery model for high quality software on time, and on budget.

Established the company’s first test bed in Jira leveraging the Zephyr plugin for test scripting and execution.

Defined and managed the companies test lab which is shared by both QA and production support areas.

Established new processes for project estimation. Trained product management, QA, and development departments to use the system.

Established and implemented process for entering requirements, test cases and defect tracking in Jira

Established and documented new QA processes for master testing strategy, defect tracking, system sizing and root cause analysis

Established new change management process for code migration from development through test to production environments

Leverage outside vendors as needed to augment staffing at peak periods

Established test automation of the company’s primary responsive B2C sight employing multiple mobile and desktop operating systems

Steven Rosienski Page 2

1023 Huber Lane, Glenview, Illinois 60025 • Phone: 847-***-**** • ac4u0m@r.postjobfree.com

Leveraged infrastructure to build out production, development, test, production support, and performance environments for each of the company’s 3 product lines

Planned and executed production performance testing for product hardening to meet high demands after television commercials are aired.

Trained the team on Agile methodologies including Scrum and Kanban

Implemented 2 week sprints following Agile Scrum Coventry Health Care Downers Grove, Illinois May 2012 to October 2013 Senior Quality Assurance Consultant / Acting QA Manager Worked as part of the executive team to establish the new centralize, company-wide Quality organization. As the only full time employee for the corporate applications area, managed resources of both on and offshore consultants to safeguard the final production ready quality of 50+ internal business applications including: PeopleSoft, Kronos, and SharePoint.

Worked as part of the executive team to define, and implement companywide processes including:

Test strategy

Defect management

Performance testing

Test automation

Quality metrics

Worked on pilot process to implement Jira Grasshopper with HP ALM

Managed on and offshore contractor teams of 4-30 resources depending on current work load

Automated 10% of the corporate applications, netting an estimated $10,000 a year in savings

Developed department budget for the 2013 year

Participated in Contract negotiations for new offshore vendor

Received company award for Quality work done on Medical Loss Rebate project The General Board of Pension and Health Benefits

of the United Methodist Church Glenview, Illinois January 2009 to April 2012 Senior Quality Assurance Analysts

Test coordinator for system integration testing, user acceptance testing, and production implementation of the company’s various applications. These applications include both main frame, and web-based. Worked as test team leader to improve ongoing processes of the company’s SDLC (software development lifecycle) including the implementation of a release strategy and a build approach within each release.

Sized, estimated and planned testing effort for the company’s ongoing application enhancements and, reported test coverage.

Managed system integration testing and user acceptance testing

Tracked defect resolution and reported status

Established and implemented process for entering requirements, test cases and defect tracking in HP Quality Center.

Established and documented new QA processes for master testing strategy, defect tracking, system sizing and root cause analysis

Spearheaded a project to automate test execution of the company’s regression test bed using QTP Consultant, from December 2005 to December 2008

Worked multiple opportunities as both a salaried consultant and as an independent contractor. Northern Trust Bank Chicago, Illinois October to December 2008 Test Manager (Contractor)

Test manager for the SDP (Separation of duties program). Documented system test plans for 6 supporting projects that made up the overall SDP program. Documented the overall test strategy for the entire SDP program covering all supporting projects. Managed 1 test center resource to oversee the UAT testing effort for phase II infrastructure testing of the SDP new platform Program

Steven Rosienski Page 3

1023 Huber Lane, Glenview, Illinois 60025 • Phone: 847-***-**** • ac4u0m@r.postjobfree.com Harpo Studios Chicago, Illinois March to September 2008 Senior Test Lead Consultant (Contractor)

QA lead for the Oprah.com web site redesign project. Managed Offshore resources in India and the Ukraine to meet delivery schedule and contain costs 13 reporting total. Coordinated developers and user community to perform functional, regression and load testing.

CIBER Inc. Chicago, Illinois December 2005 to February 2008 Consultant

Grant Thornton L.L.C. Senior Consultant

Developed test strategy, and test scripts. Coordinated developers and user community to perform functional, regression and load testing, as required, of the company’s web based content management application. Tracked defects, reported test coverage

Xerox Capital (a division of GE) Senior Consultant Developed test strategies, and test scripts. Coordinated developers and user community to perform functional, regression and load testing, as required, of each application. Tracked defects, reported test coverage. Galmont Consulting Chicago, Illinois September 2005 to December 2005 Senior Consultant (Contractor)

Archipelago (currently a division of NYSE) Senior Test Lead Consultant Worked with a team of testers to define and automate all required test cases for the company’s new bond trading product. Automated tests with the Trade Test application using FIX protocol Prior to 2005

Worked multiple opportunities as both a salaried consultant and as a full-time manager. Mosaic, Inc., Chicago, Illinois,

Senior Consultant

Worked on numerous software development projects for Fortune 500 clients in supervisory roles, as a team member, and individually. Projects leveraged written and oral presentational skills in adding value to meet and exceed the client’s requirements.

Executive Vice President and General Manager, Eagle Printing & Thermographing company, Chicago, Illinois Designed and implemented information systems to support improved processes. Directed operations. Evaluate processes and direct changes to improve plant production. Assess and direct project implementation through all phases of the process. Five direct reports, thirty indirect reports. EDUCATION

University of Chicago, Chicago, Illinois 1997

Master of Business Administration

University of Illinois, Chicago, Illinois 1989

Bachelor of Science, Chemical Engineering

PROFESSIONAL TRAINING

ISO 9000, Lead Auditors Training May, 2000

CSTE, (Certified Software Test Engineer) June, 2005 CSM, (Certified Scrum Master) January 2017



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