sr manager resume example with 20+ years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary

Senior technology manager and outstanding performer in quality improvement and infrastructure technology within the retail software industry. Proven success in leadership, operational excellence and organizational development with keen understanding of software, technology, and server virtualization businesses. Recognized for inspiring management team members to excel and encouraging creative work environments.

  • Call center
  • Customer support
  • Leadership
  • Director
  • Process improvement
  • Program Management
  • Quality assurance
  • Server virtualization
  • Reporting
  • Technical support
  • Risk Mitigation Planning
  • Issue and Conflict Resolution
  • Team leadership
  • Agile framework
  • Product development
  • Requirements analysis
  • Budget administration
  • Infrastructure development
  • Training
  • Inventory management
  • Regulatory compliance
  • Strategic planning
  • Operational improvement
  • MS Office
  • Staff supervision
  • Time management
  • Project management
  • Team building
University of Washington Seattle, WA, Expected in Bachelor of Science : Physics - GPA :
Work History
Pfizer - Sr. Manager
San Diego, CA, 04/2009 - Current
  • Delivered training and leadership to remote testing organizations in Beijing, China.
  • Effectively tracked and managed $1.5M annual budget.
  • Led software QA team through transition from "waterfall" to "agile" development methodology, resulting in better time-to-market and increased customer satisfaction.
  • Partnered with Development, Program Management, Operations, and Release Management teams to improve their practices and increase overall organizational productivity and coordination.
  • Represented QA organization on cross-organizational leadership team responsible for defining end-to-end process standards.
  • Promoted to Senior Manager responsible for teams led by other managers and supervisors.
  • Responsible for designing, procuring, and facilitating new server virtualization platforms serving entire Research & Development organizations.
  • Ownership for the Software QA of more than 10 of IGT's casino systems software products, focus on hardware\software integrations.
  • Innovate test lab operations and management of entire systems QA group at the Las Vegas headquarters.
  • In-depth experience with VMware virtualization products including vSphere, Lab Manager, vCloud Director, and vRealize Automation Suite.
  • Provide on-site and remote engineering expertise for customer upgrades at large international casinos.
  • Gathered data on integration issues and vulnerabilities and reported all findings, including improvement recommendations.
  • Directed off-site teams completing functional and automated tests to support successful product development stages and releases.
  • Effectively interacted with development and product management departments regarding software defects and usability issues, working closely to develop innovative solutions.
  • Operated under Agile and Scrum frameworks to complete releases every 3 to 12 months with well-organized sprints.
Jacobs Engineering Group Inc. - Device Quality Manager
Ontario, CA, 09/2007 - 03/2008
  • Pioneered industry-standard issue tracking and triage processes as part of overall process improvement efforts.
  • Proposed and implemented test lab architecture to support increased local test and new technology evaluation efforts.
  • Provided observations, took measurements and performed tests at various stages according to quality control plan.
  • Delivered technical support for customer demonstrations, and was primary point of contact for device evaluations and reviews by industry press writers.
Microsoft - Test Manager
City, STATE, 01/2001 - 02/2007
  • Grew test team from 5 individuals to 30-plus person organization.
  • Developed key performance indicators (KPIs) and associated reporting to track team and individual effectiveness around quality assurance.
  • Quantifiable measurement enabled precise targeting of improvement initiatives.
  • Increased QA effectiveness by introducing a new bug tracking system, two test case management systems, multiple process improvements in documentation, sign-off standards, and source code management.
  • Guided entire product group in adoption of Visual Studio Team Foundation Server and served as subject matter expert on system use and capabilities.
  • Reduced unplanned releases and defect regressions by well over 30%.
Microsoft - Various Roles
City, STATE, 01/1992 - 01/2001
  • Developed and supported interactive voice response technologies in support of Microsoft customer call center.
  • Designed and built first-ever interactive document request system as value-add service within the customer support call center.
  • Introduced and deployed company-wide unified messaging system.
  • 9+ years Microsoft corporate IT; various roles\responsibilities.
  • Led tools development team supporting Microsoft internal help desk.
Additional Information
  • MILITARY SERVICE , United States Air Force Captain, honorable discharge
  • Awarded four-year college scholarship from US Air Force upon high school graduation
  • Awarded officer commission in the Regular Air Force upon college graduation (top 2-3% of ROTC grads)
  • Received numerous "Building Excellence" awards at IGT for individual achievements
  • 2019 "Game Changer" award at IGT as a member of the team that created support for a new gaming protocol

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Resume Overview

School Attended

  • University of Washington

Job Titles Held:

  • Sr. Manager
  • Device Quality Manager
  • Test Manager
  • Various Roles


  • Bachelor of Science

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