Quality Assurance Management
Resume:
Tonya L. Blair, ITIL Certification
Detroit MI 48228 ***************@*****.***
An Infrastructure Associate with over 11 years’ experience in Problem Solving, Microsoft Reporting Services and Crystal (Sybase). Expert in software User Acceptance Testing for Customers such as General Motors and Bimbo Bakeries. A Team oriented individual with good interpersonal skills. Demonstrated ability to impact service design choices on the system to deliver SLA in a timely fashion.
TECHNICAL SKILLS:
Client Interface: R.E.M./BESSy, Vantive, Digital Workflow, Peregrine
Operating Systems: Windows 98/2000/XP
Software: MS Access, MS Excel, MS Power Point, Microsoft Reporting Services, Crystal Reports
CORE COMPETENCIES
?Problem Analysis
?Root Cause Analysis
?Follow-Up Skills
?Planning Skills
?Production Support
?Report Monitoring
?Training
?Prioritizing
?Change Release and Coordination
PROFESSIONAL EXPERIENCE
HEWLETT PACKARD October 2011 – May 2012
Workflow SME
HP Service Manager Workflow Engineering. Lead Migration for customer’s asset management systems from HP’s legacy SDA environment to HP’s new SRA environment.
* Manage requirements meetings to gather/define data needs.
* Construct customer data to meet SM requirements.
* Deploy customer data using HP workflow tools.
* UAT support to address issues during cutover activities.
* SME support to PM’s, Account Team and Multiple Process Teams.
GENERAL MOTORS June 2010 – June 2011
Review Coordinator
Maintain technical expertise and procedural knowledge of the Global Warranty System. Develops and maintains a system for managing office routine in the Global Warranty Parts Analysis Center.
* Compile and distribute WPC review minutes and the agenda for WPC Meetings. Schedule and conduct kick-off meeting for new 100% launch.
* Assign and update Design Engineers’ and Supplier contacts to parts/labor codes.
* Select Parts from Orion WPC for shipment to Warren WPC.
* Receive and organize parts for review.
* Facilitate WPC reviews in conjunction with PEM/Vehicle Chief Engineer.
* Work In conjunction with DE’s/Suppliers on proper testing procedures & results.
* Coordinate parts pick up for engineers, Suppliers and Red-X
* Coordinate return/testing for NTF parts from follow up review and program team (report out results to program team).
* Ship parts to suppliers for analysis as requested.
* Scrap parts as required - use recycling if possible.
* Assess parts that should be tested.
* Work with technicians to get parts tested and documented.
EDS, an HP COMPANY June 2007 - July 2009
Infrastructure Associate - Reporting
Monitored reports on a daily, weekly and monthly basis using Microsoft Reporting Services and Crystal. Received and troubleshoot reporting related problems escalated by Peregrine Service Center/Asset Center Help Desk. Implement reporting patches and reporting portions of releases. Managed reporting for install, move, add, change requests.
Perform change management for reporting related changes. Involve with testing of reports via new release implementation or patch release.
* Worked with other teams to complete new client implementations into production Digital Workflow environments so clients are able to use the reporting system.
* Provided troubleshooting and root cause analysis for reporting incidents in order to provide technical support to resolve issues.
* Facilitated discussions between clients and global production support or engineering to help resolve and educate client users regarding reporting issues.
* Perform Change Management Work Orders for related Changes.
* Escalated issues regarding Change Management Work Orders and coordinated all problems with Change environment to meet the Service Level Agreement and supported the Report Support Help desk and help troubleshoot Tickets.
* Coordinated high severity conference calls to deal with severity 1 and 2 tickets related to reporting issues in order to get the severity lowered and get a root cause analysis.
Infrastructure Associate, Peregrine/Vantive Account Help Desk January 1997- June 2007
Technical knowledge combined with outstanding problem-solving solving and organizational skills. Receive and troubleshoot Service Center, Asset Center and Change Management Work Orders related problems escalated by Help Desk. Created, update, deactivate operator ID’s, assignment groups, and notification alerts.
* Resolved user Incidents, Problems, Requests, Changes and Error messages as a Second Level Support for Digital Workflow for Peregrine to ensure the system and the users are able to use the system at its’ best.
* Designed, constructed, tested, implemented, and optimized portions of basic infrastructure systems that enable and support business and the engineering manufacturing departments.
* Facilitate Change meetings as needed. Reviewing and Approving Release Changes.
* Worked directly with Change Coordinators, customers, staff and technical support groups to research, resolve and offer recommended solutions for various Changes and issues during data implementations or in the production application environment.
* Provided second level technical support in a production support environment for a global client-base. Responsible by troubleshooting and resolving various technical issues for asset management production servers to insure 100% server availability. Always met the Service Level Agreement for Change Management Tickets.
* Worked with various testing plans to meet customer expectations, provided quality assurance to ensure data integrity and root cause analysis to correct data errors.
EDUCATION
Bachelor’s Degree of Science in Business Administration, Ferris State University
ITIL V3 Foundation Certified
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