Quality Assurance Customer Service

Carlton L. Gay www.linkedin.com/in/carltongay

941-***-**** (c) *******.***@*******.***

Instructional Designer/Technologist

Business Analysis and Performance Improvement through mentoring and e-Learning.

Experienced team leader on multiple concurrent projects including training development.

Creatively solve tactical business problems and design process control procedures.

Recipient of multiple customer service awards - both team and individual.

Deliver exceptional software Quality Assurance results.

Professional Strengths

Root Cause Analysis, risk evaluations

Large scale assessment administration

Business process re-engineering

Contract and Tax compliance

Accounting control and audit defense

QA test requirements analysis

Mentoring and client/user training

Technical writing, scripting, editing

Technical Skill Summary

SAS programming

Rational Unified Process (RUP)

SQL Server, Terminal Server

Foxpro, Filemaker, Access

DBR, SAM, ADDIE design methodology

Lotus Notes, Outlook, SharePoint

XML Spy, XML schemas, JavaScript

SBT, Great Plains financials

MS Office and Project (Mac and PC)

Google Documents, Wordpress, Adobe

Education

Master of Education – Instructional Technology 2013

University of South Florida, Tampa, FL

Graduate Certificate – Web Design 2013

University of South Florida, Tampa, FL

Bachelor of Science – Management Information Systems 2008

University of South Florida, Tampa, FL

Bachelor of Arts – Management 2008 dual degree

University of South Florida, Tampa, FL

Associate in Arts – Education 2004

Manatee Community College, Bradenton, FL

Employment History

Florida Department of Education, Bureau of K-12 Assessment, Tallahassee, FL 2010-2012

Systems Project Consultant and Sr. Database Analyst

Program Scoring Lead for FCAT Writing and Science for all contractual compliance and requirements audits, from test design through production and public reporting.

Assigned to investigate and provide RCA’s on critical large scale testing program issues, with detailed recommendations accepted and emergency travel required.

Rated “outstanding” in several 360 surveys of DAC’s (customer), Pearson (contractor) management, and peers. 2010 Intra-dept. exceptional service award.

Carlton L. Gay (continued) www.linkedin.com/in/carltongay

Jackson Hewitt Technology Center, (seasonal) Sarasota, FL 2006–2009, 2013

Franchise Support 1040 Tax Specialist and Bank Products QA Test Developer

Franchisee customer feedback award for superior tax support.

Vertex, Inc. Sarasota FL and Berwyn, PA 2003–2006

Business Analyst Senior and Federal QA Team Lead

Manage QA team for new product lines (Federal 1065 and efile) requiring few additional resources by expanding use of SILK automation tools. First release on time with no major bugs.

Coordinated QA test team process improvement initiative before first critical quality audit required for SOX compliance. Department passed SAS70 level 2 with no exceptions.

Assisting other project teams: UI design of new data warehouse, research major product enhancements, and resolve complex customer support issues.

Arthur Andersen Technology Solutions Sarasota FL 1997–2002

Quality Assurance Senior and Product Support Specialist

Manage all federal QA assignments, deliverables, mentoring a team of 4-10 employees and temps. Administer multiple test servers and test lab resources for group.

Extended test procedures and use cases with RUP training, perform regression testing, test coverage analysis, environment testing, and help documentation reviews.

Several times recognized for superior Help Desk support and client data conversion services. Shared record for test reporting productivity and awarded for most important QA contribution for major release. Promoted to on-site integration services for FAM clients including travel.

The Granary, Inc. Sarasota FL 1991–1997

Controller and Board of Directors

Manage accounting department for rapidly expanding retail natural foods grocery chain. Defended Florida sales tax audit (predated new system) and reduced fines by 50%.

Installed SBT multi-user network accounting system and supervised four clerical and computer support staff.

Integrated Foxpro custom order entry database and networked time clocks in linked WAN.

Coordinated daily reporting allowed corporate participatory management at 5 locations for first time.

Created Excel macros to self-audit sales tax reports and prepare filings.

Certifications

CQIA – Certified Quality Improvement Associate 2013

ASQ through Tallahassee Community College

Enrolled: TESL Certificate training and internship at FSU CIES.

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