Experienced Quality Assurance Manager
Resume:
Donald Thomas
Fairfield, CA
***********@*******.***
Providing leadership in driving business technology results in the financial services industry. Demonstrated experience in forming and building high efficiency globally dispersed service delivery teams. Recent experience spans launching global delivery resource teams, delivering executive management reporting systems, organizational transformation to metrics-based management culture, business continuity / pandemic flu planning and strategic vendor management.
OBJECTIVE
Providing leadership in a growing or established organization where there is a need to deliver timely and effective results.
EXPERIENCE
Vice President, Sr. Technology Team Manager 1994 – 2009
Bank of America, CA
Others: CIO Advisory Committee on Associate Satisfaction
Team Manager, Testing Center of Excellence, Strategy and Process Health (2007-2009)
Designed and implemented a performance management and measurement system for the 1500+ person centralized testing services organization – resulting in technology leaders ability to make timely decisions based on relevant, actionable information
Developed reporting, coaching and improvement strategies to raise onshore, offshore and near-shore team’s performance in critical process areas – resulting in significant increase in efficiencies at global delivery locations
Key Accomplishment: Led the transformation of global test delivery teams located in Europe, India, South America and Mexico to a metrics-based management culture – resulting in first ever common delivery model across the continents
Team Manager, Testing Center of Excellence, Quality Control & Productivity (2004-2007)
Managed 6-person US and India based teams responsible for ensuring service quality effectiveness and productivity for (then) 1500-person centralized testing services organization
Management responsibility for design, delivery and maintenance of the process infrastructure and tools used by 1500 associates and contractors engage in testing of Card, Bankofamerica.com, Online Banking, Customer Service, Mortgage products for Bank of America
Key contributor to service delivery strategy and supporting operating model that resulted in the bank’s first ever consolidation of test management teams that resulted in significant operational efficiencies and both one-time and ongoing cost saves.
Managed senior consultants responsible for training, reporting, process improvements through strong partnership with senior Bank and global sourcing leadership teams.
Defined criteria by which performance of strategic partners were measured and reported.
Managed Bank and Strategic Partner quarterly business continuity and pandemic tests – including the first Federal government mandated Pandemic Flu exercise during the SARS crisis.
Key Accomplishment: Led Six Sigma Management-By-Fact initiative with the senior leadership team to improve partnership between multiple teams engaged in functional testing, environments, data and release management which significantly reduced software errors in production.
Team Manager, Online Banking (2001-2004)
Managed 47-person team responsible for management of business critical Online Banking test environments, test automation, browser and operating system testing and ADA testing.
Significant contributions to the first global sourcing model, including launching resource teams in India and the US. Reduced overall cost of service delivery by centralizing support with a single service provider.
Key Accomplishment: Developed and successfully implemented strategy to restructure and in-source automation test management.
Vice President/Consultant – Global Money Transfer (1994-2001)
Provided leadership to guidance for Data Center Operations to ensure department service levels were upheld.
Managed and worked closely with vendors and systems support staff to minimize downtime resulting from hardware and software failures.
Trained junior staff members on use of system monitoring and troubleshooting tools.
Partnered with network and mainframe support teams to resolve critical issues affecting system performance. Oversee security administration function.
Focus on Organizational Effectiveness
06-08: Member of CIO’s Associate Champion Team, responsible for improving associate sat scores across the Consumer Technology.
07-08: Co-led development of California BPG affinity team as part of Bank of America’s diversity leadership.
Core Competencies
Global Delivery Management
Team Leadership
Executive Presentations
Business-Technology Liaison
Technology Service Delivery Strategy
Service Delivery Effectiveness
Risk Management
Business Continuity / Pandemic Flu Planning
Vendor / Strategic Partner Mgmt.
CIO Advisory for Organizational Effectiveness (Associate Satisfaction)
Six Sigma Green Belt
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