Results-focused management professional offering 16 years of progressive leadership experience. Transforms high-potential staff into outstanding leaders who demonstrate the creativity and savvy that is critical to financial and operational success.
User Acceptance Testing
Quality Assurance/QA Strategy
AT&TProfessional Network Admin Manager05/2016 to Current
Served as escalation Service Manager supporting clients with Network based technical issues related to VPN, MIS, Ethernet, VOIP, and IPDSL.
Managed, and administered high-end networks devices such as cisco routers switches and firewalls.
Single point of contact for all Management escalations handling High priority and low priority tickets decreasing SLA by 55%.
Developed and implemented troubleshooting strategies needed to manage internal controls, strengthen operations, increase performance and enhance client satisfaction.
AT&TSenior. Technical Manager10/2012 to 05/2016
Developed department's first incentive performance plan which motivated staff and resulted in a 23% increase in sales. Defined strategy and business plan for consumer group. Effectively managed technical projects overseeing application development and accountable for production deployment of IVR weekly and functional releases.
Completed corporate-wide IVR initiative, new call flows, prompts and a new interactive agent platform.
Recruited to develop new centralized LSA team to transform desktop support teams into one unit.
Developed new portal for external agents to submit new LSA requests supporting desktop applications.
Assisted with $3 million dollar project transiting Direct TV call routing to ATT.
Create Training document M&P to large user groups.
Responsible for updating UI Spec (User Guide) for all software updates and changes.
Single point of contact for all management escalations handling high and low priority tickets decreasing SLA by 55%.
Led a 1.3 million dollar project to remove all call volume from ATT to Frontier developing requirements solutions and over 200 test cases for UAT testing.
Worked with cross-functional teams including Channel Managers, Application Owners, Solution Architects, Developers and Data Scientists to deliver analytics projects and functional release meeting projects 100% on time.
Performed complex testing tasks including test planning, test case development, scheduling and test execution to assure that developed products meet design specifications and are within specified quality limits and standards.
Collaborated and partnered closely with project managers, development leads, and product management teams to ensure that software is tested to the highest quality;.
Reviewed Business Requirements documents (BRDs) and User Stories for ambiguity and testability; provided detailed and accurate Test Case development and Test Case execution estimates.
Adhered to the QA departments Testing Processes and Governance model; capture testing metrics throughout the Software Development Lifecycle; performed risk analysis and proactively provided testing options and risk mitigation solutions to the business.
Managed customer database, product updates, and upgrades.
Proactively facilitated a continuous improvement process to Test coverage, execution and automation; and accurately report on quality metrics and testing progress for assigned projects.
Served as Project Manager/Business Analyst for Acquisition program relative to IVR (Interactive Voice Response) Infrastructure dependencies.
Spearheaded projects supporting the consolidation of system admin functions, which resulted in increased application onboarding production by 60% and decreased SLA from 10 days to 3 days.
AT&TSales Manager12/2006 to 10/2012Surpassed revenue goals in four consecutive quarters.
Served as mentor to junior team members.
Defined strategy and business plan for consumer call center.
Managed front-line call center sales team for the West, Southwest, and Southeast regions.
Responsible for over $5.2 million in revenue annually.
Exceeded goals each quarter.
Trained sales force on new 8-region project that transformed bottom-ranked territory to become top-producing revenue generator.
Launched new methods and procedures introducing over 20 new processes that covered all regional changes.
Documented sales growth in the last 10 quarters consistently achieving over 125% to plan.
Improved productivity by 12% during tenure, while reducing costs.
Triggered 15% increase in annual company revenue exceeding 1.5 million dollar over targets.
Developed several initiatives increasing customer experience levels by 12%.
Overseen management of positions and departments related to sales and design.
Recruit, select, and assist in training of new sales staff members.
Educate, develop, and motivate sales staff.
Enforced procedures to ensure the quality of work done by the sales and design staff.
Maintain customer contact with all major accounts.
Prepared annual budget and sales forecasts.
Monitored/analyzed sales results and developed training programs to achieve 25% increase production.
Developed strategic plans and coordinated the operations of the organization to assist with consolidation of back office functions.
AT&T09/2000 to 12/2016
Education and Training
Bachelor of Science:Business Management2010University of Phoenix, San Antonio, TXBusiness Management
Adobe, application development, automation, budget, Business Analyst, Business Objects, call center, Cisco, cisco routers, continuous improvement, client, clients, database, Ethernet, firewalls, functional, IVR, Interactive Voice Response, Access, Excel, office, Outlook, PowerPoint, Microsoft Word, MIS, Network, networks, Processes, product management, producing, progress, quality, QA, Quality Assurance, risk analysis, routing, sales, scheduling, SLA, Software Development, Stories, Strategy, strategic plans, switches, desktop support, TV, training programs, troubleshooting, upgrades, VPN, VOIP