DON G. MENDOZA

*** ********* ******

Westfield, NJ 07090

908-***-****

acct5r@r.postjobfree.com

I am an experienced IT leader with the majority of my experiences in software testing and quality

assurance. Over the span of my career, I’ve worked with systems in the telecommunications, insurance,

financial services and cable networks industries in support of the customer, business user, and back office

support staff. I’ve worked my way up the ranks from individual contributor to Director and have

experience with large, enterprise-wide complex projects and small boutique shops.

My experience includes turn-around projects, ISO certification projects, multi-system and multi-vendor

integrations. I’ve built processes where none existed and improved others where only a tweak or two is

necessary. I am certified in ITIL Foundations, Service Offerings and Agreements, and Operational

Support and Analysis. I also have a yellow belt in Lean Six Sigma.

EXPERIENCE

MetLife Insurance Company 2003 – Present

Over the course of 10 years, I leveraged my QA management skills in a variety of projects across a

diverse set of technologies. Initially, I was hired to facilitate the maturation a business-facing database of

customer data from start-up project to steady state. My success was rewarded with the opportunity to take

this approach to 2 other areas; middleware and data warehouse projects. I was promoted based on these

successes and given overall responsibility for end-to-end testing of the Individual Line of Business. Most

recently, due to several reorganizations, I received responsibility to design, develop, verify and deploy a

metrics program supporting all operations in the America’s region. This is running is steady state today.

IT PRODUCTION SUPPORT DIRECTOR

6/2008 – 12/2013

• Designed and implemented an MS-SQLServer metrics data warehouse for centralized application

support organization (Production Services) of 300 associates (175 FTE’s, 125 consultants)

supporting over 500 applications.

• Define and manage the development of reports for management, business partners and

development teams to identify application performance trends, areas of opportunity and impact of

improvement strategies. Front end transitioned from Cognos Framework Manager to MS SSRS in

SharePoint.

• Implemented a Risk Assessment survey leveraging Survey Monkey, across 300+ applications to

prioritize maintenance work for efficiencies; turned over to Enterprise Architecture for adaption to

all Lines of Business

QUALITY ASSURANCE DIRECTOR

6/2006 – 6/2008

• Negotiated and managed $1.2 Million budget in FY 2007.

• Implemented Risk-based strategy, end-to-end methodology, metrics program, speed-to-market

initiatives across business and customer facing applications.

• Managed resources in multiple locations in US and India

• Automated testing to gain efficiencies to reduce headcount by 42% allowing additional

development

QUALITY ASSURANCE MANAGER

11/2003 – 6/2006

Centralized Customer Database. 11/03

• Created and implemented the transition plan to migrate existing test team from development

organization to a testing group.

• Documented and aligned processes to industry standards

• Implemented automation initiative

Message Request Broker 8/04

• Received responsibility in August 2004 to manage the testing of a middleware application plagued

by defects, poor process adherence and high employee turnover.

• Improved quality by better alignment of associate skills to work deliverable

• Increased process adherence by negotiating additional funding for headcount, thus rightsizing

workload and stabilizing the turnover.

Compliance, Compensation, DataWarehouse/DataMart (DW/DM) 6/05

• Mid-fiscal year transition required creative funding solutions; utilized my expertise to partner with

business manager for a strategy that gets testing done without sacrificing their other projects.

• DW/DM I created a strategy to validate data across multiple permutations from source system to

reports for regulatory compliance.

Lemur Networks, Inc. 2002 – 2003

At this small, investor funded start up, I was their first QA person. My initial responsibility was to create a process

and testing framework capable of supporting rapid application development and change. As the company expanded

its product offering, I made the case for additional staff and hired appropriately. I leveraged direct reports as well as

“borrowing” analysts; training them in effective testing practices.

QUALITY ASSURANCE MANAGER

Responsible for managing a team of testers/analysts; envisioning and specifying custom testing support tools;

providing support for the Sales Engineering team; defining and delivering Customer Support Service Levels and

production support.

Cap Gemini Ernst & Young (Acquired Beechwood Data Systems) 1999-2002

The projects at CGEY were a mix of customer facing systems and back office applications. The

automated communication between various telephony network elements were the focus for the Next Gen

OSS and the ADC-Commtech projects. ATT was looking to streamline complete business operations

from sales funnel to billing; the full gamut of a teleco’s business operations.

QA/PROJECT MANAGER (INTERNAL SOLUTIONS TEAM) 2001-2002

Integrated and tested a Next Generation Network OSS project demonstrating “no-touch” provisioning over a

converged circuit based and packet based network.

TEST MANAGER (ADC-COMMTECH PROJECT) 2000-2001

Assigned to a client site where I defined their testing methodology and staffed their test team to support multiple

release threads

TEST MANAGER (ATT BUSINESS UNIT) 2000

Responsible for a team of 9 system testers for new software development project that managed EAI workflows

across a large telecommunications pre-sales, sales, ordering and provisioning, customer care and billing systems

LEAD QUALITY ASSURANCE TESTER (ATT BUSINESS UNIT) 1999-2000

Managed a team of 5 QA Engineers that performed manual and automated test cases for a web-based ecommerce

application based on EDI protocols.

Beechwood Data Systems, Inc. 1996 - 1999

SENIOR TESTER

Led a six-person implementation project team performing system and integration testing across multiple

environments.

AM Best Company, Inc. 1993 – 1996

QUALITY ASSURANCE LEAD TESTER

Led a team of QA Testers who were testing various components of statement filing software.

Self-employed previous 15 years

EDUCATION:

Raritan Valley Community College, North Branch, New Jersey, AAS, 1992, GPA 4.0 Phi Theta Kappa, Certificate

of Excellence, Academic Achievement Award

Certified ITIL ITSM Foundations, Service Offerings and Agreements, and IT Operational Support and Analysis

Six Sigma Yellow Belt

Learning Tree International: Management Skills for IT Professionals

Sybase Certified Training: Fast Track to SQL Server SQL Server Administration

COMPUTER SKILLS:

Platforms: HP, Sun, Internet, Intranet, Extranet, PC, Client/Server, mainframe

Technologies: NT, UNIX, Solaris, MS Windows, C/C++ IDE, Apache, Oracle, MS SQL S erver, Remedy

Workflow, SharePoint, MS Office Productivity tools

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