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Customer Service Project

San Antonio, TX, 78023
August 18, 2012

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***** ******* *** • Helotes, TX 78023

210-***-**** •


Multifaceted HR career utilizing my high level of professionalism, excellent organizational and communication skills, strong multi-tasking capabilities, customer service skills, and detailed quality efforts.


• Organization

• Multi-Tasking Capabilities

• Strong Communication

• Customer Service Oriented

• Project Management

• Technical Consulting • Policy Development

• Business Analysis

• HR Systems

• QA/UAT Planning & Execution

• Use Cases / Test Scripts • Resource Estimates

• Staff Training

• Offshore Teams

• Release Planning

• Process Improvement


FUJITSU CONSULTING, Englewood, CO 2007 – 09/26/2008

IT Business Analyst/Project Coordinator

Manage monthly releases for high-profile client Visa, Inc.’s Prepaid product business line. Create high-level project documentation, track deliverables status, communicate risks, and negotiate baseline changes. Facilitate requirements development, technical design reviews, resource estimates, and QA planning efforts across multiple concurrent initiatives. Steer QA process execution including case and script development, defect remediation efforts, and performance validation. Liaise with Project Management Office (PMO) for prioritization, resource assignment, and scheduling. Track and reconcile estimated versus actual resource use and deliverables completion. Develop annual release schedules.

Key Projects & Achievements:

• Improved project team productivity 30% by assuming full ownership for project tracking and resource estimation.

• Trained 11 development team members in use of Rational ClearQuest that provided vastly improved management of bug tracking and defect remediation for software development projects.

• Built collaboration between technical and non-technical staff. Served as bridge between development teams and product management teams by hosting strategy sessions, promptly communicating obstacles, and translating both business and technical priorities.

HEWITT ASSOCIATES, Lincolnshire, IL 2005 – 2007

Delivery Consultant – HR Systems

Steered QA deliverables management through the full SDLC for ASP-related software development consulting engagements to Fortune 500 clients. Consolidated and documented client requirements, specifications, baselines, process flows, and mock-ups. Guided clients through clarification and refinement of rules and performance specifications based on technical constraints, projected costs, and development times.

Managed QA test planning, resource assignments, scheduling, script development, and risk management aligned with business requirements and performance specifications. Manage SIT and UAT testing and defect remediation; signed off on QA completion. Provided periodic status reporting to functional and technical management teams. Planned releases and supported implementation.

Key Projects & Achievements:

• Developed, administered, and managed QA project plans, SIT and UAT plans, and test scripts, ensuring consideration of QA best practices through all project phases. Established reputation for proactive management of QA issues resulting in reduced development cycle times.

• Built Web-based QA best practices reference tool that detailed established methodologies and project specific considerations.

• Managed offshore of up to nine staff. Coordinated efforts between onshore and offshore groups.

• Created training documentation for Mercury Quality Center tool.

• Trained staff in tool enabling integrated management of requirements development, testing, and defect remediation.

• Reduced ramp-up times for new QA staff by streamlining procedures for systems access.

• Established weekly “brown bag” training sessions as part of continuing skills development.

• Standardized definition of defects with affiliated processes for prioritization and resolution.

• Served as initiating force for continuing improvement to existing policies and procedures.

CISCO SYSTEMS, San Jose, CA 1997 – 2005

HRIS Analyst & IT QA Project Coordinator

Guided HR QA activities for internal development, upgrade, and process reengineering efforts. Established and implemented QA policies, processes, and tracking tools based on best practices. Created QA project plans, scope documentation, test plans, traceability matrices, and product cutover plans. Facilitated positive working partnerships between QA, development, and business teams. Conducted periodic process audits to ensure compliance with approved practices. Managed end-to-end QA efforts between onshore and offshore teams. Communicated successes and challenges. Administered QA test environments. Trained staff in procedures, methods, and technologies.

Key Projects & Achievements:

• Developed, presented, and received approval for proposal to formalize QA engagement procedures.

• Standardized organizational QA practices.

• Served as key resource for transferring QA efforts from onshore to offshore teams


SYNOPSYS, INC, Mountain View, CA – HRIS Specialist (’96 -97)

APPLIED MATERIALS, Santa Clara, CA – HR Assistant (’95 – 96)

LAM RESEARCH, Fremont, CA - HRIS Analyst (’94-95)


Bachelor of Arts in Military History (1999)


Technical Proficiencies

Platforms: Mac OS, MS Windows NT/2000/XP

Tools: Adobe Acrobat, Clarity, ClearQuest, Lotus Notes, Mercury Quality Center & Test Director, MS Office Suite, MS Project & Visio, Success Factors, SumTotal

Languages: ASP.Net, Java, VB

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