San Jose, California, United States
I am building upon twelve years of quality process experience in eCommerce. My foundation includes in-depth technical experience in Agile and hybrid development environments where I excel in collaborating with executives, product owners, internal and external customers, and development teams to produce high-quality, high-availability platforms for maximum revenue generation. My experience encompasses backend-systems testing of content management systems; triage, testing and management of production hot-fixes; management of international testing teams, and end-to-end testing of eCommerce applications. Specialties: Grace under pressure. Proven ability to collaborate at every level to help development organizations efficiently build and test scalable eCommerce platforms. Shaping product teams to accurately estimate scope, Dev & QA LOEs, and manage risk so that they can deliver maximum business value and revenue given resource and budget constraints.
I am currently providing leadership and technical consulting to the Software Quality Assurance group of a major retailer in support of a major eCommerce platform upgrade.
Hands-on QA Manager in a dynamic Agile development environment. Responsible for both day to day operations and strategic direction of the QA team, including analysis and troubleshooting of production content ingestion issues and testing and release of SQL and/or application hot-fixes Extensive experience troubleshooting and manipulating delivery XMLs from all major content providers in order to expedite getting content live on the site Increased the whitebox/automation capabilities of the QA team to support more Agile testing Managed all testing and resources for release of major new MP3 Store features (search auto-complete, upgrade-to-album, affiliate support, special marketing offers) which made the service much more feature-rich Managed all testing and resources for rich metadata integration project (AllMusicGuide) that improved the customer experience Managed all testing and resources for Universal Music’s UITS implementation of tamper-resistant metadata As a Perforce Admin, I trained and managed QA and Development users of Perforce version control software Performed build and release functions for all applications and tools (prior to Git)
QA Lead for the ground-up redesign of our content ingestion and inventory systems which replaced an out-dated infrastructure with a much more efficient and scalable platform. This led to greatly increased content throughput and support for PDFs, Videos, and promotions QA Lead for all production content issues (acquisition, ingestion, encoding, product configuration, fulfillment) Responsible for testing and qualifying database architecture, PL/SQL, tools, and web applications used to ingest content, proof content, manipulate content, prepare it for sale, and deliver it to the customers
Technical Support and Outsource Management Managed all facets of outsource vendor relationship including budget, service levels, and quality Provided customer service requirements & options to Business Development for new accounts Coordinated and launched support campaigns for partners Developed and delivered training to outsource staff for digital audio software and retail web products Post-sales Support Experience Managed support processes and escalations for digital audio software (RioPort Audio Manager) and DSP services Performed QA testing and support replications for digital audio devices/drivers, Microsoft DRM systems, jukebox software, and online music stores on all Windows platforms Implemented new post-sales escalation process involving support, QA, Engineering and Acct. Mgmt
OEM Technical Pre-sales and Development Support Primary technical resource between Dell, NEC, Gateway, HP product teams and 3Com Engineering for OEM product development (desktop and mobile networking products) Performed product qualification testing with OEM platforms to ensure compatibility and reliability with 3Com networking products Trained Dell, IBM, HP, and Compaq support staff on wired and wireless networking products Delivered on-site technical training to outsource vendor for 3Com networking products Contributed to sales wins by providing on-site technical presentations for major accounts
OEM Partner Training and support and Frontline Technical Support for desktop and mobile networking products. Repeatedly recognized as top-contributor supporting Mobile and Desktop networking products Selected to be a member of 3Com’s New-Hire Customer Service Training Program Selected as member of the Outsource Escalation Team, managing escalated cases from outsource partner