Board of Directors - Office of the Secretary Resume Example
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BOARD OF DIRECTORS - OFFICE OF THE SECRETARY
Director of Support and Technology
Career Overview
- More than 18 years of leadership and managerial experience with a consistent track record of driving increased levels of productivity, profits and internal/external customer satisfaction.
- Built a successful Software Support Organization from the ground up over the past 3 years, doubling the number of companies supported and annual software renewal dollars.
- High-energy Leader successful in building and motivating dynamic cross-cultural teams. Cultivates a company environment in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that help drive company growth.
- Recognized as an ALM Technology Evangelist and Change Agent, gathering ideas and requirements, assessing, designing, and then implementing technical solutions that reduce TCO and deliver a strong ROI for technology, executive, and customer audiences.
- MBA graduate with Management of Engineering and Technology Specialization.
- Executive public speaking and presentations, serving as one of the main public “faces” of a non-profit organization.Experienced speaker and presenter at major IT conferences such as HP Discover, QAI Quest and StarEast.
- Provide a genuine commitment to world class quality and customer service in a deadline-driven environment. Consistently promoted into positions of increased responsibility.
- Areas of expertise include:
- Cost-effective management of resources and quality performance
- ALM, Quality Assurance, Testing, SDLC
- Requirements and Risk Management
- Consulting, Assessments,Technology Deployment
- Building a successful Support Organization from the ground up
- Speaker/Presenter/Mentor/Trainer/Instructor
- World Class Customer Problem Resolution/Technical Support
Accomplishments
Process Improvement:
- Decreased the incidence of processing errors by 25% on quoting and support contract rework by leading and implementing a job review improvement program.
- Spearheaded a company-wide innovation initiative resulting in a new Support Ticketing product offering that saved 50% in licensing costs and increased agent productivity by 20% per year.
Staff Development:
- Launched well-received program of professional development courses, lunch and learns and mentoring sessions for engineering staff to achieve 25% more software certifications over a 2 year period.
- Reduced ticket escalations to Technology Partner by 20% per year through additional training and development of staff on supported products, receivingTop-Tier Support Partner accolades.
Client Interface
- Created a new client engagement strategy and assessment document to drive entry into risk-driven project methodology, improving accuracy of project definition, sizing estimates, and resource planning.
Skills
- Salesforce, Skytap, Sharepoint
- FreshDesk, MS Office, MS Project
- HP ALM QC, HP QTP, HP Executive Scorecard
Work Experience
Board of Directors - Office of the Secretary
May 2013 to CurrentGroove － Seattle , WA
May 2013 to CurrentGroove － Seattle , WA
- Currently serving a 3 year membership elected term on the 9 member Board of Directors - Office of the Secretary.
- Ensure the organization's bylaws are observed, accurately maintain the organization's records and interact with the organization's legal counsel.
- Quarterly meetings with HP and other Corporate Executives to discuss the state of the organization.
- Public speaking and presentations, serving as one of the main public “faces” of the organization.
- Lead Bi-Weekly Board meetings, gather, review and distribute board minutes.
- Develop the organizational budget and strategic direction, validate proper controls are in place, thereby ensuring financial stability that is consistent with the organization's mission.
- Vivit is the independent, non-profit service organization that represents the broad HP Software community and is the only endorsed HP Software users group for more than 21 thousand customers from around the world.
- Click Here to open link to current Vivit Board of Directors Page:
Director of Support
March 2012 to CurrentMitratech － Austin , TX
March 2012 to CurrentMitratech － Austin , TX
- Report directly into the President
- Manage a team of 4 full time and 2 part time Support Engineers responsible for providing customers high-quality, responsive technical support on their HP Software (ALM, QC, QTP/UFT, PC, LoadRunner).
- Researched, developed and implemented SLA metrics and KPI's coupled with a formal quality review program, thereby increasing customer satisfaction ratings by 25 percent over the past 2 years.
- Develop and set the right strategy for the support organization, then drive operational excellence that brings the strategy alive.
- Doubled the growth of the support business in 2+ years to 75 companies, averaging $30K each in support contract dollars.
- Leverage in-depth understanding of end-to-end customer experiences to identify pain points and implement timely and efficient solutions to satisfy customer needs.
- Reduce escalated tickets from an average of 10% per year to a current 2% per year, which is recognized by HP as aTop-Tier Support Partner.
- Click here to open link to Company support web page:
Support Manager
December 2010 to February 2012Jacobs Engineering Group Inc. － Warrenton , VA
December 2010 to February 2012Jacobs Engineering Group Inc. － Warrenton , VA
- Reported directly into the VP of Technology
- Built a new support organization from the ground up in a 14 month period, while growing the business to 40 support clients, each averaging $25K in support contract dollars.
- Managed a team of 3 Support Engineers.
- Designed and implemented a new technology assessment document for consulting projects with effective controls, resulting in greater efficiency and consistency when estimating engagement hours, resulting in a $50K reduction in incorrect project scoping.
- Designated as the companies HP Education Manager, assigned curriculum to employees, and tracked the certifications aligned with partner programs.
- Completed and published six white papers pertaining to quality assurance, methodologies, requirements management and testing best practices.
Sr Consultant/Sr. Engineer
December 2008 to November 2010Cushman & Wakefield Inc － Tysons Corner - 1800 Tysons Blvd Ste 200 , VA
December 2008 to November 2010Cushman & Wakefield Inc － Tysons Corner - 1800 Tysons Blvd Ste 200 , VA
- As an HP Quality Center Certified Instructor, developed and delivered quarterly HP or customized structured training to clients.
- Experienced with software installation and configuration, along with upgrading clients from previous versions of HP Quality Center and QuickTestPro to latest versions.
- Presented company pre-sales demos, webinars, virtual training classes and lunch and learns on the HP ALM solution.
Sr. Test Manager
January 1999 to October 2008Novolex － Fairfield , OH
January 1999 to October 2008Novolex － Fairfield , OH
- Sr. Test Manager for IBM legacy mainframe system that stored 8.5 million shareholder accounts.
- Managed testing team of 20 (10 permanent and 10 contract employees) both on and off-shore, accountable for complex weekly, monthly and quarterly releases.
- Designated Subject Matter Expert (SME) on Sungard Investar application.
- Reduced release and cycle testing time by an average of 10% per production install utilizing continuous QA improvements and best practices.
- Well versed in requirements gathering; risk based testing strategies, design walk-throughs, test planning and execution, defect management and reporting/metrics.
Team Leader/Supervisor
January 1998 to January 1999Franklin Templeton Investments － City , STATE
January 1998 to January 1999Franklin Templeton Investments － City , STATE
- Supervised, trained, and developed a team of 12 retirement plan processors, analysts, and specialists.
- Accountable for non-profit organization retirement plans, which included a group of five multi-million dollar school districts.
- Conducted hiring interviews, prepared annual salary reviews, and led staff meetings.
Sr. Associate
January 1996 to January 1998Franklin Templeton Investments － City , STATE
January 1996 to January 1998Franklin Templeton Investments － City , STATE
- Helped train new phone and customer service center associates.
- Nominated for multiple "Employee of the Month" awards.
Regional Credit Coordinator
August 1994 to October 1995American Business Credit Corp. － City , STATE
August 1994 to October 1995American Business Credit Corp. － City , STATE
- Processed copier purchases and lease credit applications, then reviewed business financial/references and company credit.
- Mentored and supervised 2 credit analysts.
- Accountable for financial income spreads of $2 million per month.
Supervisor
January 1990 to July 1994Jewelers Financial Services － City , STATE
January 1990 to July 1994Jewelers Financial Services － City , STATE
- Managed team of 10 staff members - processed 350 credit applications on average per day.
- Conducted hiring interviews, processed annual salary reviews.
- Made credit decisions up to $10K.
Sr. Credit Analyst/Credit Analyst
January 1987 to December 1989Jewelers Financial Services － City , STATE
January 1987 to December 1989Jewelers Financial Services － City , STATE
- Processed and reviewed credit card applications.
Education and Training
MBA : Management of Engineering and Technology, 2008North Central University － City, State, United States
Graduated Magna Cum Laude (3.87 GPA)
Awarded Learner: Top 5% of all Graduates 2008
Bachelors of Business Administration : Business Management, 2005California Southern University － City, State, USA
Graduated Cum Laude (3.53 GPA)
BSL : LawCalifornia Southern University School of Law － City, State, United States
Contract and Tort Law Classes
Certifications
- HP ALM Quality Center - ASE
- HP ALM Quality Center - AIS/ATP
- HP QTP AIS/ATP
- HP CI (Certified Instructor)
Websites, Portfolios, Profiles
Professional Affiliations
- Vivit Worldwide (HP Software Independent User Group)
- American Society for Quality
- Tampa Bay QAA (Quality Assurance Institute Local Chapter)
- Delta Mu Delta (International Honor Society for Business Administration)
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Resume Overview
School Attended
- North Central University
- California Southern University
- California Southern University School of Law
Job Titles Held:
- Board of Directors - Office of the Secretary
- Director of Support
- Support Manager
- Sr Consultant/Sr. Engineer
- Sr. Test Manager
- Team Leader/Supervisor
- Sr. Associate
- Regional Credit Coordinator
- Supervisor
- Sr. Credit Analyst/Credit Analyst
Degrees
- MBA : Management of Engineering and Technology , 2008
Bachelors of Business Administration : Business Management , 2005
BSL : Law
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