INGER HENNING

*N Main St, Apt BO***, Beacon Falls, Connecticut 06403

203-***-**** adiroz@r.postjobfree.com www.linkedin.com/in/ingerhenning QUALITY MANAGER/KNOWLEDGE MANAGER

Quality-oriented professional with exceptional capabilities piloting initiatives in quality control, quality management and quality assurance yielding increment and sustainability of client satisfaction and customer retention.

Seasoned Quality Assurance/Control Specialist with 15+ years of experience propelling organizational growth and advancement by demonstrating multiple functions in quality control, quality management, quality assurance analysis & testing, knowledge management, process improvement and team management. Tremendously capable of performing manual testing and quality assurance automation analysis within Agile, Waterfall, and Scrum hybrid environment while overseeing the daily operations of teams to ensure timely completion of tasks, building and maintaining relationships, as well as utilizing modern software and hardware tools to perform tasks. Possess hands-on experience designing and implementing numerous strategic blue-prints in accomplishing objective compliance, working collaboratively in a mixed official space, and delivering results in a fast-paced environment. Quality Management Project Management Software Configuration Management Java Programming Software Design & Integration Process Control Systems Technical Support & Troubleshooting Cross-functional Team Collaboration

Knowledge

Management Web Management KPI Analysis Resource Management Quality Control Analysis Strategic Analysis & Problem

Resolution Database Administration Training & Management Client Service & Relations Logical Reasoning Analytical Skills Strategic Planning

Professional History

LightBox/EDR, Shelton, CT

Knowledge Manager Feb. 2020 – Present

• Strengthens the interaction and relationship among employees and departments by improving information exchange within the organization.

• Enhances the monitoring of knowledge base by developing and implementing innovative strategies to facilitate effectiveness; ensures optimum customer service by working with the customer care department to provide customers with self help.

• Drafts and implements training plans to cross train customer support; identifies and recommends innovative solutions for knowledge management within the organization.

• Notices customers about current and forthcoming products by maintaining and updating an accurate knowledge base; also develops a knowledge base approval process.

• Improves customer service by determining Knowledge Base technology for internal and external uses. Quality Manager Dec. 2017 – Feb. 2020

• Ensured efficiency of both internal and consultant Quality Assurance Analysts by overseeing their manual and automation operations; improved Quality Analyst’s performance by regularly mentoring and training team.

• Promoted an excellent customer service by communicating with clients on shared test cases and reporting; facilitated efficient release management; boosted efficiency and execution of production line while keeping up exactness in quality.

• Designed a comprehensive and extensive manual and automation testing process to examine product quality; ensured products are up to company’s standard by itemizing and recording reviews of final products.

• Measured company’s goals and objectives by establishing testing KPIs, analyzing and reporting testing result to the CTO and Executive management.

Level 2 and Quality Manager Dec. 2016 – Dec. 2017

• Promoted an excellent customer service by documenting all customers concerns alongside collaborating with various departments to resolve issues and timely assess opportunities’ efficiently performed responsibilities under Quality and Process Manager.

• Measured performance by creating and executing innovative methods and procedures to monitor service metrics and customer feedback; established a clear and compelling Level 2 support vision to facilitate achievement of organization goals.

• Developed and surpassed all metrics to manage and measure service performance in compliance with organization’s regulations and goals.

• Regularly communicated with Leader of Customer Experience, Technical Developers, Managing Directors, leadership within the NSO and colleagues within to achieve organization’s goals. Quality & Process Manager Feb. 2015 – Dec. 2017

• Maintained high quality standard by formulating and implementing policies and procedures in compliance organization standard alongside legal and regulatory requirements; ensured customer satisfaction by identifying and meeting customer needs.

• Prevented downtime by teaming up with team leaders across multiple industries to identify and resolve quality issues while documenting quality measures and operational performance reporting; enhanced team productivity by assisting team in identifying the right training opportunity.

• Assisted top executives in decision making by tracking and evaluating quality performance measures, interpreting quality issues and proposing solutions; also managed Qualtrics to create survey, gather data, store and produce report.

• Skillfully utilized industry expertise in planning and implementing various quality initiatives, including scorecard, NPS, knowledgebase, and voice of customer initiatives; also achieved customer success by generating Salesforce reports related to quality scores.

Senior Quality Assurance Analyst Oct. 2008 – Feb. 2015

• Efficiently utilized Scrum to perform manual testing also enhanced productivity by identifying innovative options for an automated build and test system while offering technical support with new ordering system.

• Ensured proper performance of system by oversee the operation of Jira and conducting manual testing of both Windows and web-based systems; ensured efficiency of internal support team by directing, training and overseeing them.

• Ensured timely completion of tasks and improved output by providing oversight to both internal and offshore QA Team, also strengthened employee relations by liaising between Customer Care and Development as well as Product Management and Development teams.

• Directed internal and offshore testers, collaborated with consultants on testing automation; also facilitated testing and training regarding Salesforce implementation.

Previous Excelled as:

Software Engineer Photronics, Brookfield, CT

Quality Assurance Analyst VitalWorks, Ridgefield, CT User Acceptance Testing Team Lead Consultant United Health Group, Hartford, CT Rational ClearCase and ClearQuest Administrator, Configuration Management Administrator Photronics, Brookfield, CT.

Quality Assurance Tester Unapen, Inc., Shelton, CT Logistics Analyst, Senior Quality Assurance Analyst/Quality Assurance Analyst McHugh Software Shelton, CT Quality Assurance Tester Pyramid Services, Inc., Danbury, CT Quality Assurance Analyst Fulcrum/TSI, Brookfield, CT Managing Partner Ye Olde Commons, Charlton, MA

Education

Bachelor of Art in History

San Jose State University, San Jose, CA

Certification

• Quality Assurance Institute, Orlando, FL: Certified Quality Analyst

• American Society for Quality (ASQ), Milwaukee, WI: The Certified Manager of Quality/Organizational Excellence

(CMQ/OE)

• Qualtrics Provo, UT: Gold Certification

Technical Skills

Tools: Salesforce, Qualtrics, Microsoft Office, Windows, JIRA, Subversion, UNIX, Visual Studio, Java, Oracle Apache, Rally, Tomcat, API, PVCS Tracker, PVCS VM, ClearCase, ClearQuest, Subversion Visual Basic, MySQL, Oracle, InstallShield, Oracle Universal Content Manager (Stellent), Web Testing, LoadRunner, iTrack, Windows XP, CVS, DB2, Test Director, Windows NT, Windows 2000, Oracle 8.1.7 Unix Solaris, Rational RequisitePro, PVCS Version Manager, Window 98, SourceSafe SQLServer 6.5 and 7.

Contact this candidate