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- 1. Kenithe Biggs Career Profile To further my career as an IT Professional utilizing my skills and abilities in the Software/Hardware Quality Assurance, Product/System Support and IT Management arenas with an emphasis on high customer satisfaction and low post release issues. These goals are accomplished by continual process improvement using industry best practices. I am as comfortable leading a team as I am being a team member. Summary of Qualifications • +10 years IT Management and Project Management including: o Quality Assurance o QuickTest Pro o onshore, offshore and remote resources – largest team 20+ o budgeting and cost reduction o process improvement o long term department planning o help desk/call center management • +10 years experience with Software/Product/System support including Mobile devices, Window’s desktop, server , Cisco equipment, and SQL databases • +10 years Quality Assurance experience including manual and automated test cases development and execution for Client/Server applications, Web bases applications, SharePoint, and high speed document scanners and software (200 documents per minute) • +10 years software training including class development • + 3 years experience automated test tools • ERP software (SAP and Oracle) • Debugging of JAVA, C++, PERL, HTML, VB6 and SQL code • ISO9001:2000 certified Auditor Professional Experience Naxos USA, Suite 28, 1810 Columbia Ave, Franklin, TN 37064 http://naxosusa.com/ Project Head Manila, Philippines 12/14 to present • Directly Managed IT team of 19; consisting of 3 Quality Assurance, 7 Developers, 2 Operations, 1 project Manager and 6 Customer Service team members in an Agile (SCRUM) environment. • Project Managed the MM2 team using SCRUM. The project’s goal was to Speed up MM2 ingestion by at least 2x per capita for inputters and proofers. This was accomplished by improving the overall system performance and adding data import and validation tools. MM2 is Naxos’s music ingestion and date perfection system. • Lead the Manila team during the project to move production sites and databases from hosted servers in Canada to AWS (Amazon Web Services). • Lead initiative to study the compensation levels in the Manila office. The goal was to make sure Naxos was adequately compensating the employees to assist with retention and hiring of top talent. • Integrated the Customer Service team with the Development team in order to provide better customer service to internal and external customers. • Helped the teams in the US work and commutate more effectively with the team in Manila. (205) 441-6812 Kkbkoss@yahoo.com
- 2. Team Lead Quality Assurance Franklin, TN 12/13 to 12/14 • Developed standards, procedures, work instructions and measures of performance (MOP) for QA. Specifically • Test plans and test case development using TestRail • Test Metrics / Dashboard, showing testing status and trends • Automation testing using Telerik • Defect tickets, reports, and metrics using JIRA • Daily and weekly status reports for project team • Installed and Implemented JIRA for development and QA task tracking and bug tracking • Implemented Zendesk for customer service issue tracking Blue Cross Blue Shield of Alabama, 450 Riverchase Parkway, Birmingham Al 35243 http://bcbsal.org Quality Team Lead, Birmingham, Al 8/10 to 11/13 • Performed functional testing, Integration testing, performance testing, regression testing and participate in the deployments of Web bases applications, Mobile device applications, and traditional applications. • Coordinated UAT testing effort • Post-release implementation summary report and improvement recommendations • Weekly status report to client manager detailing accomplishments, issues, risks and mitigation strategy. BBVA Compass,. PO Box 10051, 750 Lakeshore Parkway, Birmingham AL 35211 http://www.bbvacompass.com Quality Lead ATM, Online Banking and Mobility QA, Birmingham, Al 5/10 to 8/13 • Managed 5 members of Quality Assurance Team, 2 onshore and 3 offshore (Beijing). Deliverables included • Test plans and test case development using HP Quality Center/ALM. • Test Metrics / Dashboard, showing testing status and trends • Defect tickets, reports, and metrics • Performed functional testing, Integration testing, performance testing, regression testing and participate in the deployments of Web bases applications, Mobile device applications, and traditional applications. • Developed automated test cases using QuickTest Professional (QTP) for regression testing • Coordinated UAT testing effort • Post-release implementation summary report and improvement recommendations • Weekly status report to client manager detailing accomplishments, issues, risks and mitigation strategy. • Training of new resources Regions Bank. 1900 5th Avenue North, Birmingham, AL 35203 http://www.regions.com Report Analyst, Birmingham, Al 08/09 to 05/10
- 3. • Manage Hierarchy for Consumer and support users for Telebanking, Private Banking, Business Banking and Commercial Banking using the Oracle Hyperion DRM software. • Work with requestors of data/reports to develop requirements documentation. • Build reports using Hyperion, Crystal Reports and SQL Server 2008 Reporting Service Excelacom. 11710 Plaza America Drive Suite 1002, Reston, VA 20190 http://www.excelacom.com/pages/home.html Manager of Software QA, Birmingham, Al 8/07 to 04/09 • Managed 6 offshore members of Quality Assurance Team on the IRS and Sales Management projects. Deliverables included • Test plans and test case development using HP Quality Center for web based application. • Test Metrics / Dashboard, showing testing status and trends • Build reports using Crystal Reports • Defect tickets, reports, and metrics • Performed functional testing, Integration testing, regression testing and participate in the deployments • Post-release implementation summary report and improvement recommendations • Weekly status report to client manager detailing accomplishments, issues, risks and mitigation strategy. • Training of new offshore resources Sungard, 104 Inverness Center Place, Birmingham, AL 35242 http://www.sungard.com/ System Analyst and Workflow Consultant 10/05 to 08/07 • Worked as a professional service resource in the Financial Services industry. • Gathered client requirements for OCR and workflow solutions. • Provided onsite post implementation production support. • Taught technical and operational classes to client and internal resources. • Worked with development to QA solution for client and major software releases. Scan-Optics, 169 Progress Drive, Manchester, Ct 06040 http://www.scanoptics.com/ Manager of Product Support and QA 8/00 to 9/05 • Managed 20 local and remote members of the Product Support organization, help desk and technical support personnel, and 5 members of Quality Assurance • Managed QA efforts for both hardware and software QA on latest scanner • Increased revenue through implementing cost reduction measures and extensive contract analysis. • Increased Customer satisfaction through: - Reducing open call time from 7 business days to 4 - Implementing ISO procedures for both Support and QA - Upgrading support lab and training room equipment - Provided a post call feedback system for customers - Increased training of my staff • Worked to bring the department under ISO9001:2000 standard
- 4. Developed standards, procedures, work instructions and measures of performance (MOP) for QA and Support. • Assisted Executive Management during the 2002, 03, and 04 corporate budgets and business planning process. • Worked with development and professional service organization on project implementation of software web client and other Scan-Optics solutions. • Appointed Team Lead of the Product Team during the 2004 Strategic Planning process. The goal was to define the most appropriate business strategy for the next five-year period. Systems Analyst and Technical Trainer 6/99 to 8/00 • Provided customer support for Scan-Optics four major software products: • Developed/wrote technical training syllabus materials, detailed course exercises and software code • Built working demonstrations for classes and client presentations. • Taught technical courses to client developers, internal functional resources and project managers. • Facilitated transfer of information from client implementation projects to on-going customer support group. • Liaisoned between active project sites, customer support and software engineering departments to resolve client software problems and ensure shared resolution. • Supported Director of Product Support with managing work priorities and assimilation of new employees. Koss Consulting 5/98 to 6/99 • Provided Consulting Services to various companies (Bristol-Myers Squibb, Pricewaterhouse Coopers, and NASA) on ERP implementations and smaller business computer systems • Implemented SAP R/3 implementation at Fortune 100 Pharmaceutical Company (logistics, quality and cost modules for 1300 end-users) • Performed the following activities: - Normalization of data - data conversion validation - data clean up in MS Access database tool - manual creation, clean up, and validation of security data • Supported planning and security teams during go-live • Tested and set up transactional data for PwC Oracle Global Training Center • Supported development of Oracle Manufacturing Boot Camp case study scenarios • Performed set up and procedural development for 2nd tier help desk at NASA Marshal Space Fight Center Technical Skills Software: ALM, QuickTest Professional, HP Quality Center, MS SQL Server , MS Access, MS Excel, MS Word, MS Power Point, SAP R/3 3.1g,h Oracle Manufacturing Ver. 10.7, 11.0, Oracle 9i, Cruise Control, Source Safe, pcAnywhere. Terminal Server, Citix, FileNet, Sungard EXP, Oracle Hyperion Reports, SQL Server 2008 Reporting Service Operating Systems: Windows 95/98, NT4 (Workstation and Server), Windows 2000 (Workstation and Server), XP, Server 2003, Windows CE, Vista Languages: PERL, MS Visual Basic, C++, Pascal, Java, ASP.Net , XML, STML Other: DocVue, KofaxTransformation Module
- 5. MS Access database query, update, report building for intermediate (holding) database for upload from current legacy systems to SAP. SAP R/3 transactional experience in planning, cost and purchasing modules. SAP R/3 security. Support of security team in profile set up and go-live security support. Education B.A. Mathematics, Computer Science, graduated May 1998 Wesleyan College Macon, Georgia Oracle9i Database Administrator Certified Associate Manchester Community College Manchester, Connecticut Coaching, Criticism, & Displace – Skills for Managers and Supervisors Rochester University Continuing Education Communicating with Diplomacy and Tact Rochester University Continuing Education Fundamentals of Effective Project Management Rochester University Continuing Education Awards/Recognition Scan-Optics Employee Choice Award 5/01 Awarded for dedication to the customer, willingness to step outside the role as technical trainer to help our customers calling into Product Support. Nominated for work with British Telecom North America.
- 6. MS Access database query, update, report building for intermediate (holding) database for upload from current legacy systems to SAP. SAP R/3 transactional experience in planning, cost and purchasing modules. SAP R/3 security. Support of security team in profile set up and go-live security support. Education B.A. Mathematics, Computer Science, graduated May 1998 Wesleyan College Macon, Georgia Oracle9i Database Administrator Certified Associate Manchester Community College Manchester, Connecticut Coaching, Criticism, & Displace – Skills for Managers and Supervisors Rochester University Continuing Education Communicating with Diplomacy and Tact Rochester University Continuing Education Fundamentals of Effective Project Management Rochester University Continuing Education Awards/Recognition Scan-Optics Employee Choice Award 5/01 Awarded for dedication to the customer, willingness to step outside the role as technical trainer to help our customers calling into Product Support. Nominated for work with British Telecom North America.