Experienced IT leader with top-notch implementation and project management abilities. Well-versed in building positive relationships with customers and other stakeholders. Strong requirements gathering, scope development , test management and production deployment coordination abilities. Skilled at overseeing complex, high-value technical projects with excellent planning competencies. Highly organized, methodical and skilled at building consensus across high-performance Agile teams.
Plan, execute, and finalize multiple high risk projects according to strict deadlines and within budget. This includes acquiring/managing resources and coordinating the efforts of team members and third-party vendors or consultants in order to deliver projects according to plan. Defining the project's objectives and oversee quality control throughout its life cycle using Agile methodologies. Managing several projects and deliverables while utilize my lead analyst skills and SME experience when working on large and complex projects like the multi-year project to stand-up the Tomax Point-of-sale system and the FSO Security Remediation Project. I work closely with business partners to design interfaces and partner with multiple vendors to integrate their software and hardware into the delivered system. I managed work for in-house and contract resources and drive the development and testing process to completion. I oversee installation and warranty periods and develop transition documentation for service analysts and training material for business users. Managed testing and release efforts, including Production Support for the $1.4MM Payment Card Industry (PCI) compliance project meeting the deadline established by Visa and avoiding the $25,000 per month fine. Led initiatives including EMV (chip and PIN) authentication to create a more disciplined approach to maintaining a secure retail environment
Responsible for the Release Management lifecycle and for leading the Support, Release and QA teams in support of Hallmark Point of Sale. Release activities include scheduling, coordinating and management of multiple releases across multiple scrum teams. The releases can be inclusive of application updates, operating system patches, security improvements, hardware devices and upgrades, projects and programs. Providing tools to help product management and project teams manage and deploy releases into production as well as provide support management of the solution once it's in production. I Managed the effort of defining the strategic direction for release management tools to ensure process requirements are built in as well as assist in managing projects and interdependencies to ensure milestone adherence and integrity of the release. Leveraging the ITIL (Incident, Problem and Change) to implement processes that reduce or eliminate technology disruptions, leveraging DevOps methodologies to bring together Retail Development team and Service Desk Operations team for full end-to-ending thinking around problem solving and new development. Leverage Knowledge Center Support (KCS) processes to ensure resources have documentation available for knowledge and troubleshooting incidents or problems. Utilizing LEAN methodologies to determine rout causes of problems and to remove waste from processes used daily by the service, support and retail teams. Provide direction for all department projects associated with the support or Hallmark retail technology. Build relationships with internal and external partners to influence their response to Incidents and Problems identified by the QA Team and Service Desk. Serve as an escalation point for direct reports to ensure appropriate levels of support are provided along with timely resolutions to Incidents and Problems. Lead the integration of new products and programs into environment by ensuring all necessary documentation, quality assurance measures, trending tools and reporting mechanisms are in place according business requirements and meeting implementation deadlines. Ensure proper training and knowledge management is in place for QA Analysts to handle testing responsibilities. Drive the development of ServiceNow, Sharepoint, Remote Desktop and monitoring tools for supported networks, data centers and end user devices. Managed est Analysts, setting clear objectives for each Test Analysts developing a testing schedule for with their tasks assigned. Creating and reviewing all test scripts and results while overseeing the continuous improvement processes. Managed project requirements and accomplished objectives by self-monitoring progress and promptly solving issues
Managed relationships with key POS hardware, software and support vendors including adherence to contractual obligations for Key Performance Indicators (KPIs). Lead a team of 10-20 individuals, both internal and staff augmentation resources, in the deployment of the Point-of-Sale (POS) PCI compliant solution, including a 3rd party encryption product , to approximately 500 corporate and 2,000 independent retail stores while continuing to support small projects and production hot patches , including hardware and infrastructure. Ensure proper training and knowledge management is in place for QA Analysts to handle testing responsibilities. Drive the development of ServiceNow, SharePoint, Remote Desktop tools and monitoring tools for supported networks, data centers and end user devices. Review requirements, specifications, and technical designs to provide detailed feedback to the project team. Create test strategies and test plans based on scope and requirements. Set up and maintain test cases to be used for test execution. Execute and maintain test plan for reusability; provide metrics and feedback on issues found and tracked in defects. Provide training and leadership to peers specifically around automation and process improvement. Stay current on new testing tools and capabilities on the market. Managed the testing assignments for all Test Analysts, setting clear objectives for each Test Analysts developing a testing schedule for analysts with their tasks assigned. Creating and reviewing all test scripts and results while overseeing the continuous improvement processes. Verified data integrity and accuracy. Performed initial Project assessment and analysis to begin research process. Performed and maintained Certifications for Credit, Debit , Gift Cards and Tele-Check for Hallmarks test and Production environment both online and offline with 99.98 transaction & batch SLA. Obtained design documents, business requirements and approvals certificates and approvals from local, state and federal agencies
Evaluate and test new or modified software programs and software development procedures used to verify that programs function according to user requirements and conform to establishment guidelines: Writes, revises, and verifies quality standards and test procedures for program design and product evaluation to attain quality of software economically and efficiently. Review new and modified program, including documentation, diagram, and flow chart, to determine if program will perform according to user request and conform to guidelines. Reviews computer operating log to identify program processing errors. Recommended architectural improvements, design solutions and integration solutions to programmers.
Enters instructions into computer to test program for validity of results, accuracy, reliability, and conformance to establishment standards.
Observe program test to detect error codes or interruption of program and corrects errors. Identifies differences between establishment standards and user applications and suggests modifications to conform to standards.
Sets up tests at request of user to locate and correct program operating error following installation of program. Conducted compatibility tests with vendor-provided programs. Monitored program performance after implementation to prevent reoccurrence of program operating problems and ensure efficiency of operation. Create documentation for program evaluation, testing, and correction. Evaluate proposed software or software enhancement for feasibility. Recommended architectural improvements, design solutions and integration solutions. Monitored network performance and provided network performance statistical reports for both real-time and historical measurements. Consistently met deadlines and requirements for all production work orders. Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff. Provided continued maintenance and development of bug fixes and patch sets for existing web applications. Managed testing for firewall, network monitoring and server monitoring both on- and off-site. End to end testing and problem analysis for server, desktop and IT infrastructure work. Directed onsite training for business users to maximize productivity. Proposed technical feasibility solutions for new functional designs and suggested options for performance improvement of technical objects. Coordinated with systems partners to finalize designs and confirm requirements. Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access. Increased inter-department communication and data sharing . Created and assist in the development of manual, automated and exploratory tests, using a risk based testing complex. You will execute manual, exploratory and automated tests. In this role you will log, track, and troubleshoot and escalate issues identified during testing cycles. You will maintain testing evidence for each test as proof of validation and evaluate testing effectiveness on client-reported defects in conjunction with root cause analysis and provide improvement feedback in the testing process.
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