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Customer Service Project

Raleigh, North Carolina, United States
December 13, 2018

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Durham, NC 570-***-****

Summary of Qualifications

Top-performing Information Technology professional with a proven record in supporting software development lifecycle of mobile and desktop applications. Strongly skilled in project management and business analysis combined with effective leadership of domestic and off-shore cross-functional project teams. A recognized subject matter expert in application testing and application of Agile development/continuous improvement methodologies. Other areas of strength include:

Strategic Planning / Reporting

Project Management / Risk Mitigation

Software Development Lifecycle (SDLC)

Quality Assurance

Continuous Improvement

Process Improvement

Team Leadership

Stakeholder Engagement

Cost Control


METLIFE, Cary, NC 2006 – Present

Senior Mobile Engineer, 2016 – Present

Serve as solutions director for internal mobile Android/iOS/Web applications.

Key Contributions

Created Mobile COE to drive collaboration and innovation between regions and drive mobile first innovative

Managed Global Mobile Print Solution Deployment.

Conducted Vendor reviews for Mobile Threat Defense Solution.

Managed quarterly deployments of new apps to support teams from sales to solutions and app updates. Oversaw 20 apps deployed to support key sales and service groups.

Project Lead, 2015 – 2016

Managed $1.2M government mandated project from initiation to final delivery. Oversaw project documentation including, but not limited to, requirements, cost estimates, test case coverage, and deployment planning. Engaged with key stakeholders to provide project status updates, current cost burn down, and accomplishments. Managed vendors and data for testing from over 10 complex systems.

Key Contributions

Maintained adherence to standard SDLC and project management methodologies while minimizing risk.

Delivered I&O web portal (MetLife proprietary product, some names / info withheld as per NDA signed)

Mobile Application Lead, 2012 – 2015

Directed mobile application testing conducted by domestic and off-shore teams for MetLife Insurance products used in North America, Latin America, and Asia. Analyzed potential areas for automation and evaluated device coverage to drive market share. Direct offshore test team and Perfecto Mobile test tool usage and licensing. Manage testing for application releases, changes, and business process updates. Create and execute test plans, goals, and data requirements. Hold oversight of team budgets, testing initiatives, and product deployments for mobile applications.

Key Contributions

Deployed quarterly mobile applications updates to iOS and Android stores with zero defects.

Evaluated emerging mobile tools and presented cost and features matrices to procurement teams for analysis.

Delivered Perfecto Mobile test solution for test teams to manage functional and automated testing, devices, and user access. MetLife’s first Cloud-based mobile testing solution; achieved significant cost savings by allowing devices to be accessed remotely.

Test Lead, Agile Teams, 2011 – 2012

Managed performance and automated test integrations for modernization of web-based customer service sales platform.

Key Contributions

Credited with development of integrated test solution leveraging Agile methodologies to support front- and back-end testing.


Performance Test Lead, 2007 - 2011

Directed performance testing of claims processing web application to support over 900 end users. Reviewed and approved critical business processes for quarterly code releases. Engaged with business users to gather and review business and functional requirements. Developed user flows, designed test scripts, executed test scenarios, and forwarded test results.

Key Contributions

Identified potential database and system defects and applied system patches to maintain functionality and operability.

Successfully maintained 100% performance during five-year tenure.

Rotational Associate, 2006 - 2007

Completed a series of four-month project rotations in key business areas including business systems analysis, applications development, database administration, and network engineering.

Key Contributions

Analyzed requirements for FED VIP program and logged data into IBM Rational Requisite Pro system.

Extracted COBOL billing modules and conducted analysis to support common platform upgrade.

Analyzed database table fields leveraging MS SQL Server 2000.

Monitored and WebSphere through Wiley Performance Dashboards.

Previous roles include Network Lead at TEI Sprint (Clarks Summit, PA; and IT Services Faculty Support at The Pennsylvania State University (University Park, PA)


Bachelor of Science, Information Sciences and Technology, The Pennsylvania State University, University Park, PA

Minor in Media Studies


CTFL- Certified Tester

Quality Center Defect Tracking

Lean Six Sigma Yellow Belt

Project Management Certification



HP Quality Center, LoadRunner, QuickTest Pro (QTP), MS Office Suite, SharePoint, DB client, Premiere Pro, ServiceNow, BMC Remedy, Rational Requisite Pro, MS project

Operating Systems

MS Windows 10, Mac OS, iOS, Ubuntu, Linux

Programming Languages

C, C++, Visual Basic, HTML, SQL

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