Quality Assurance Manager

Usability Testing / Application Development /

SaaS / Scrum / ERP / Interactive Webinars /

User Interface / SDLC / Quality Assurance /

Planning / Project Management / CPI / ITIL /

Customer Satisfaction / HCM

With a background in design, development,

support and maintenance of high-quality SaaS

solutions, I have the ability to deliver

satisfying, easy-to-use solutions with high

customer satisfaction and retention rates. I

work closely with clients and end-users, as

well as product groups to improve usability

with an eye toward generating sales.

I have experience in leading design teams to

develop user interfaces (UI) in a rapid-paced

development environment, using Agile

methodologies (Scrum). Having worked at D&B,

Simmons, Gould, Peachtree and Ultimate

Software, I have been successful in the

provider and corporate sectors with a skill set

that includes:

* Developing improved processes to heighten the

customer experience

* Building effective teams for successful

development and implementation

* Managing multiple projects with aggressive

schedules and limited budgets

* Creating strategies to lower costs, increase

sales and improve retention

My BS is in Computer & Information Science from

Cleveland State University. I was certified as

a Scrum Master through Agile Alliance -

Mountain Goat Software in 2005. I have been

interviewed by CNN and Wall Street Journal.

SELECTED ACCOMPLISHMENTS

Accelerated time-to-market by 35%. Limited

availability of Ultimate Software design

resources strained product strategy. Evaluated

and prioritized requests. Developed templates

for common tasks on applications where design

had been resolved. Reduced requests and

improved productivity of prototype delivery by

more than one third.

Boosted customer satisfaction and retention

rates. Ultimate Software (US) customers were

dissatisfied with existing enhancement request

process. Conducted community solution search.

Collaborated on web portal application,

allowing customers to submit ideas visible to

the community for comment and voting.

Heightened productivity 50% with knowledge

library. Internal US employees lacked

repository to find answers to product-related

questions. Implemented SharePoint solution for

staff with access to all current and past

product information. Increased employee

productivity with a dramatic reduction in calls

to product groups.

Enhanced customer experience and reduced

support costs. US product managers and

development engineers proposed competing UI

solutions for user tasks, creating inconsistent

customer experience. Developed/managed user

experience design team, collaborating with both

groups. Established consistency, leading to

higher retention.

Introduced human factors analysis and usability

lab for D&B. Introduced concept of human

engineering factors into D&B software. Created

lab to define and implement analysis, design

and testing into development methodology.

Reduced documentation, training and support

costs. Achieved higher user satisfaction and

retention.

Built QA process for Peachtree Software.

Company had no formal QA or quality control

procedures. Formalized quality assurance with

structured test plans. Instituted QC procedures

to ensure proper materials were duplicated and

distributed. Decreased distributor complaints

significantly with overlapping increase in

product sales.

CAREER HISTORY

Director of Customer Experience, Ultimate

Software, 2008 to 2010. Created environment

where customers could test drive SaaS

offerings, explore product features and share

feedback. Hosted customer webcasts. Re-

engineered product enhancement request process.

Designed and conducted customer satisfaction

surveys.

Director of User Experience, Ultimate Software,

1996 to 2008. Developed and managed user

experience design team. Responsible for

creation of all application prototypes. User

advocate on all projects. Defined UI

requirements based on Best Practices. Conducted

user research, usability testing, surveys and

focus groups.

Program Manager, Dun & Bradstreet Software,

1993 to 1995. Designed application architecture

with staff of eight.

Usability Lab Manager, Dun & Bradstreet

Software, 1985 to 1993. Facilitated development

groups on interface design and client issues in

mainframe/server environments. Recommended and

conducted usability evaluations.

Earlier: Program Manager, Peachtree Software;

Systems Analyst, Simmons USA; Programmer

Analyst, Gould Inc.

Interests: I enjoy bicycling, kayaking,

swimming, baseball, football, music, theatre

and helping local food banks.

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