Manager Management

Experienced in an agile software development environment with over 5 years of release management and tester experience. Skilled at leading teams, mentoring team members and managing processes

Work experience

MemberSuite, Inc. Nov 2014 - Present

Ongoing Service Manager

Quality Assurance Specialist

• Successfully test and manage over 95% of custom software iterations

• Prepare testing environment with configuration, and manual regression and UAT test all customizations with deliverable documentation

• Tier 2 lead in 3rd party escalations for issue resolution

• Manually test all new integration's and activation's for each new and existing request

• Successfully on-board 98% of existing customers onto new 3rd party vendor successfully testing and managing all deliverables

• Lead Scrum Meetings with our custom developer and implementation teams to schedule sprints

• Lead 3 departments in the implementation and customization management process as an escalation point and process management

• Train and manage tasks through several agile tools such as Trello and JIRA

Autotrader.com Sept 2002 - Nov 2014

Specialty Support/Product & Vendor Management with QA

Feb 2011 - Nov 2014

• Subject Matter Expert leading a team of 3 in all customer on-boarding to new piloted products

• Managed vendor relationships for over 5 different product types by taking the lead in learning system requirements, creating training documentation, and communicating all iterations to the team

• Audit vendor accounts to prevent over paying for inactive or cancelled customers

• Manually test all new integration's and activation's for each new and existing request

• Defined new processes for archiving cancelled customers and updating existing customer information

• Worked in an Agile relationship environment with development team for new 3rd party API integrated products

Inventory Technical Support Coordinator with QA

Aug 2007 - Feb 2011

• Managed Domain vendor accounts using DNS tools and vendor portals

• Managed customer inventory using FTP, CSV, and SQL data for load, change and delete thousands of individual records daily

• Lead meetings for operational processes such as vendor maintenance, 3rd party integration's, testing, and scheduling sprints

• Main escalation point for a team of 30, responsible for gathering information, documenting and presenting to leadership during meetings

• Managed calendars for team and management.

System Specialist/Help Desk Support/Product Management

Feb 2009 - Aug 2011

• Managed vendor relationships for call tracking provisioning, troubleshooting etc...

• Daily assist customer support with issue resolution and escalation

• Assist with Loading data, product maintenance and system audits

• Provided support for internal and external customers regarding system issues

Domain Specialist/Contract Entry

Sept 2002 - Feb 2009

• Managed Domain registration and maintenance

• QA'd contract entry and product setup

Qualifications

• IT-QA Apprentice Program Certification

• DNS - Domain Name Server

• JIRA, Zendesk, Salesforce, Microsoft Dynamics, Trello, Google Drive/Docs, and Wiki

• Documentation Microsoft Office Suite with Visio and Lucid Charts

Education

Software Development and Testing Mar 2011 Present

Online Classes

Customer Success Experience - Certification of Completion

Project Management for Business - Certification of Completion

SQL, Software Testing, Website Development, HTML/CSS JavaScript developer

Network Systems Administrator June 2007 – Sep 2007

Kaplan University Online

Completed Information Systems 101 First Semester

Electronics Engineering Aug 1988 Jul 1991

DeKalb Perimeter College - Clarkston

Completed Auto-Cad and Blue Prints Completed Computer languages COBOL and FORTRAN

References

References available upon request.

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