Customer Support Software Test

Farhana Baccari

********@*****.*** 703-***-****)

Professional Summary

20+ years of dynamic leading experience in managing large, complex, and mission critical projects in Telecommunications, Health Systems, Freight and Distribution, Financial industries. Collaborate with Agile Product Owners, Product Managers, and business stakeholders to define the strategic and tactical product roadmap, manage and prioritize key features and capabilities, ensuring alignment to customer feedback and business strategy. Expert is in building and managing software test teams with testing, process improvement, and automation test. Define test strategies, methodologies, procedures, and quality standards with strong leadership. Collaborative team player with a proven talent for developing scalable solutions that improve efficiency, productivity, and profitability. Expertise in building and managing software test teams with testing, process improvement, and automation test. Excellent mentor and team lead involved to constantly improving team members for growth and challenging opportunities.

Areas of Expertise

Software Test Engineering Test Management SDLC Project Management Scrum Process Improvement Requirements Design Customer Relationship Results-driven Certified CMMI Appraiser Quality Assurance User Acceptance Test Agile

Work Experience

CommScope/Comsearch, Sterling, VA QA /Test Manager 2014- 2023

Establish and manage software test team by recruiting qualified test engineers, developing detailed test strategies, methodologies, test plan, test processes, procedures, and best practices

Plan innovative end-to-end testing support for multiple complex projects and deliver expert solutions by leading resilient test planning, executions, automation test development, documentation, defect management, and status reporting.

Investigate, introduce, and build test automation team with tools and technology for robust and highly reliable test suites

Effective test management in supporting CI/CD pipeline

Oversee test metrics, tools, budgetary expenses, and performance to assess effectiveness of processes and procedures to make recommendations for improvement

Manage SAAS customer software implementation processes in testing and implementing technical solutions for customers

Identify priorities, scope, goals, and milestones while maintaining customer satisfaction and high-quality deliverables

Lead and facilitate multiple high revenue, complex projects communications and collaborations between leadership, teams, and customer

Facilitate SCRUM with grooming, daily stand up, planning, and closing ceremonies to ensure a successful product delivery

Develop and maintain weekly Test/QA KPI and present to executive management leaders.

Monitor and evaluate the effectiveness of corrective action plans

Provide guidance and support to project teams to ensure quality assurance processes are followed

Stay up-to-date on industry best practices and trends in quality assurance

Deloitte Consulting, VA CM Manager 2010- 2014

Projects: Military Health System (MHS), Consumer Financial Protection Bureau (CFPB), Pension Benefit Guarantee Corporation (PBGC), Ginnie Mae

Lead software test team with requirements, test planning, test execution, scheduling, defect tracking, change tracking management, user acceptance test, and reports in developing a state of art customer facing online solutions for CFPB and Ginnie Mae

Ensure test protocols with System Test, Integration Test, UAT, Regression, E2E, Parallel Runs, and multi-browser testing

Prepare, review, and submit quality control plan (QCP) and all contractual documents for government approval

Introduce and document test policies, methods, procedures, maintaining quality standards, train newly improved business processes based on Statement of Work (SOW) and CMMI guidelines to train165 test team members for Military Health System (MHS)

Develop and implement corrective action plans to address any identified issues

Ensure compliance across the organization with applicable processes and procedures provides a framework to confirm that changes are successfully implemented and met quality standards of CMMI level 3 requirements

Serve as a subject matter expert in briefing and training all stakeholders on quality processes and procedures

Communicate and collaborate with leadership with root cause analysis, change management, defect trends, and process improvement

EMC Corporation, VA Test Engineer 2006-2010

Collaborate with customers and development teams to facilitate customer support issues, software testing, and status

Lead defect tracking, provide improved solutions, and alternatives to users and test teams

Provide technical leadership, career development, mentoring to QA Associates

AnviCom, VA Lead Functional Analyst 2004-2006

Project: Military Cargo Booking System, SDDC (OCONUS)

Project liaison in requirements elicitation, requirements analysis, and document requirements to development and test team

Ownership of delivering relevant testing by leading all aspects of test activities and ensuring quality deliverables on strict schedule

Plan, coordinate, synchronize between customer community, and the software development team delivering newly designed innovative and responsive global deployment and distribution solutions

Verizon Communication, VA Software Test Engineer 1998- 2004

Gather and document requirements to assist software developers to design and develop software based on client's demand and expectation

Develop test plans and execute test cases of functional and regression testing of software billing system

Analyze test data, results to prepare test report, metrics, and progress to management

Academic Qualification MS, Management Information Systems, George Washington University BS, Business Administration, Strayer University

Technical Skills Confluence JIRA SharePoint ALM VersionOne DbVisualizer Visio SCRUM

Additional Skills Team player Innovative thinker Attention to details Work in fast-paced Excellent communications

References are available upon request

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