Professional Summary

A certified Scrum Master and accomplished IT Project Management Professional with over 15 years of experience. Highly innovative and a resourceful contributor who drives problem resolution with high customer satisfaction. Thrives in completing projects within timelines and unpredictable environments.

Education/certification

University of Phoenix – MS, Management Information Systems awarded

Maryville University of St. Louis – BS, Computer Information Systems awarded

Six Sigma Certified awarded October 24, 2005

Scrum Master Certification awarded March 24, 2018

Professional Technical Skills and Abilities

OS: Windows Server, Windows 7, MS Office suite, VMware 5x, SharePoint Administrator and Citrix.

System Development and Testing: Software Development Life Cycle (SDLC), Java, SOAP UI, Splunk, Selenium, Maven, JUnit, REST, Serenity, Jbehave, Groovy, Git Bash, Jenkins and Version One.

Frameworks: Spring Tool Suite (STS), Kanban, Eclipse and BDD (Behavioral Driven Development).

Network: Configure subnets, ports, printers, Cisco VPN configuration management, DNS, WINS, DHCP, and Routing.

Administration: Active Directory, SCCM, Cisco Call Manager, VMWare, Assign routing protocols and routing table configuration, Password and identity management.

Process Management: ITIL, Remedy, Service Now, Quality Center and HP Service Manager.

Methodologies: Agile-Scrum, Iterative, Waterfall, Safe

Reporting: Six Sigma – Green Belt

Other: Oracle, CICS, TSO, AS400, Control-M, Perfecto Mobile, Peoplesoft.

Leadership: Interviewing, Coaching, Team Building, Mentoring, Vendor Relationship Building, Budgeting, Change Management & Triage.

Experience

STATE FARM, INC.

QA Test Analyst – Test Specialist Richardson, TX (April 2016 – Present)

Result-driven Quality Assurance professional with solid knowledge in manual and automated software testing with extensive experience in software development methodologies including both Agile and Waterfall models. Hands on experience with all phases of Software Development Life Cycle and Agile Development life cycle. Provide the following deliverables:

Apply business process analysis skill to make recommendations for process improvements.

Organizing and delivering numerous concurrent projects and initiatives across the team.

Focus on timely completion of project tasks and the appropriate communication of risks and/or decisions required from leadership.

Ability to think critically and assess the needs of the organization for project prioritization.

Ability to multitask, ensuring that multiple initiatives are delivered in a timely manner by the SLA.

Test and defect management, document and report.

Define the environment for development, system and implementation and any data needs for the project.

Ability to quickly adapt as the external environment and organization evolves.

Ability to prioritize projects and work items.

Ability to self-motivate, work within a team, and concerned with the details of a project or task.

Flexibility in facing new challenges and changes in direction as priorities change with the business.

Communicate, and rewrite the Stories requirements along with the Business Partners.

Knowledge in Splunk to look up errors while regression Testing.

Continuous integration experience (Jenkins).

Facilitate the three amigos meeting to get the Testing Scenarios approved by the Business Partners.

Design, create, and modify Test Automation scripts and manual test during the SDLC.

Create test data in order utilize for regression testing.

Complete the testing stories within the time allotted by the SLA.

Knowledge in Spring framework, GIT, GIT Bash, JUnit, SVN, MAVEN, Groovy, Cucumber, RESTful, XML/JSON and Selenium for test automation.

Apply business process analysis skill to make recommendations for process improvements.

Test Automation within the framework of BDD (Behavioral Driven Development)

Triage environment issue with the App with 3rd level support.

Sprint review best practices and techniques.

Knowledge of IT / IS concepts and how to articulate those in terms of risk.

IT Business Analyst Richardson, TX (June 2015 – April 2016)

Conducting meetings and presentations to share ideas and findings.

Performing requirements analysis.

Documenting and communicating the results of your efforts.

Effectively communicating your insights and plans to cross-functional team members and management.

Gathering critical information from meetings with various stakeholders and producing useful reports.

Working closely with clients, technicians, and managerial staff.

Allocating resources and maintaining cost efficiency.

Ensuring solutions meet business needs and requirements.

Performing user acceptance testing.

Managing projects, developing project plans, and monitoring performance.

Updating, implementing and maintaining procedures.

Prioritizing initiatives based on business needs and requirements.

Serving as a liaison between stakeholders and users.

Managing competing resources and priorities.

Monitoring deliverables and ensuring timely completion of projects.

COX COMMUNICATIONS, INC., Atlanta, GA (June 2003 – March 2015)

Production Support III – End-User-Support/System Administration

Design, implementation, deploy, and support desktop virtualization. Provide the following deliverables:

Provided procedures for testing, configuration, and implementation of desktops.

Evaluate and resolve any issues that occurred with the VDI desktop, OS, upgrades, maintenance and patches.

Document and deploy software install packages for all VDI desktop applications.

Supported DNS, DHCP, System Center Configuration Manager (SCCM), and Identity Manager.

Provided Directory / Systems Management support for 5 different regions company-wide to include 60 domain controllers and 2500 servers and workstations.

Active Directory administration by updating/adding/removing security profiles, Microsoft App-V access, RSA security tokens and BlackBerry access via BlackBerry Enterprise Server.

Sys Administrator for VMware VDI which includes: desktop pool creation, image management, patching and maintenance of the environment.

Configured Cisco phones on the network with Cisco Call Manager administration tool.

Responsible for RSA token assignment and administration using RSA Authentication Manager.

Troubleshoot hardware, software, Cisco phone, network switch, network hubs, subnet, network printer, VPN for any connectivity issues.

Support Microsoft Lync and Skype for Business.

Six Sigma (Green Built) reporting to Upper Management the VDI capacity, utilization and procedures.

On-board the company’s new employees on End user support Standard Practices on how to log a ticket, request network access, report an issue after hours, escalate an issue, SLA's, our customer satisfaction surveys. Provided the new employees with laptops and an overview of the standard software, process on how to report a laptop lost or stolen, provided details on the PC Depot buildings locations, services provided and hours of operation.

Assist Project Manager with the QA regression testing on the Care VDI Technology & Retail POS project.

Facilitated the transition of Cox Media and Cox Communications Inc. support model between CCI and Cox Media for onsite software and hardware support for over 1000 users.

Use MS - ThinApp within VDI environment to streamline applications that were incompatible with MS App-V.

IT Desk Supervisor

Responsible for implementing the vision, strategy, standards and roadmap for the software supported, the tools and business processes at the Help Desk. Responsible for reporting the percentage of the Metrics FCR = First Call Resolution, and abandoned Rate. Managed a $1MM expense budget for all Mobile Device contracts for the company. Responsible for managing the overtime and making sure it stays within 1.5% of the departments budget. Reported the Statistical Process Control (SPC) / Six Sigma charts to identify what improvements could be made to improve the abandon rate, and average speed of answer from 40% to 80%. Managed 25 Support staff, including recruitment, scheduling, development, evaluation and disciplinary actions. Act as a point of technical escalation for User Support issues.

Managed financial aspects of the IT department, including purchasing, budgeting and budget review for management approval.

Participate in Change Management to communicate back to the team any implementations and/or maintenance that may impact the team.

Responsible for Vendor Management to assess cost reductions on our Mobile monthly bill, break-fix services and re-evaluate our service contract to assure we were getting the most cost-effective service for our new and refurbished Mobile devices.

Provided the Team with updated Standard Operating Procedures (SOPs) to resolve reoccurring issues with new application releases that have been deployed.

Works collaboratively with various teams to get feedback on how the team could improve ticket transition, any additional information they needed to get the customers issues resolved quickly.

Assists O&M team with problem triage, categorization (break/fix vs. enhancement), root cause analysis and ability to duplicate a problem.

On-board new employees by providing Standard Practices on how to log a ticket, report and issue, escalate an issue, the various SLA's and our customer satisfaction surveys.

Facilitate/triage break-fix issues for high and critical issues that have been escalated to 2nd and 3rd level support to achieve resolution within published SLAs.

Follow up with unsatisfied internal customers to ensure issues are resolved and the internal customers are satisfied.

Coached, mentored, and developed staff, provided career development planning and opportunities.

Facilitate & Triage discussion of issues and different approaches and alternatives, and effectively resolve customer issues in a timely manner.

Prior Experience and References Available Upon Request

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