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Click here or scroll down to respond to this candidateCandidate's Name NUMBER AVAILABLELinkedIn https://LINKEDIN LINK AVAILABLEA highly resilient Technology professional with a vast background in software Engineering and Quality Management processes - demonstrated the ability to participate on global teams of professionals to new levels of success in a variety of highly competitive organizations and fast-paced environmentsExperience Accomplished at managing Technical and Quality Assurance challenges to provide enterprise wide complex business solutions that meet business and technical requirements. Able to coordinate with senior and executive stakeholders across multiple business units and geographies for successful delivery of projects. Experienced in managing engagements from business requirements to deployment on time and within budget. Extensive experience in automated testing speech recognition applications for large scale enterprise platforms. SuIT Strategy, Solutions and Delivery Proven ability to provide short term and long-term technology strategies, develop application and infrastructure solutions, align business and technology visions and translate corporate strategy into technical strategy - Improve centralized sourcing, procurement, and contract management and interact with suppliers through multiple channels.Enterprise Architecture Adept at performing End-To-End technology reviews and identified opportunities for improvement, provided recommendations to improve current state of architecture, aligned to enterprise target operating model, technology roadmap and architecture governance.Business Development Resourceful and creative thinker able to define innovative and strategic solutions that drive value for customers. Able to identify new opportunities, create and deliver proposals that communicate value.Risk Management Quality Assurance, Quality control, Regulatory Compliance & GovernanceETL Products-SSRS, Microsoft Sql Server, SQL Query AnalyzerETL Process/Data Warehouse/Data Integration - Extensive experience in ETL/ Data warehouse, Result-Oriented Technology, backend testing and BI Intelligence reports testing.CTI and IVR - managing tracks of work for digital SIP platforms by Avaya and Genesys,Technical knowledge on QA industry tools (HP ALM, HP UFT/QTP, Selenium, etc.) and Assurance/Testing IT competencies, SDLC, AgileStrong knowledge of software quality practices and ability to learn & adopt emerging conceptsExperience in Continuous Integration, configuration and/or release managementTechnical SkillsCI: JenkinsContact Center: Avaya, Nortel, Cyara, Cisco UCCE, Genesys CTI, Empirix Hammer Call MasterBig Data: AWS, Google Apigee, MicroStrategy, Splunk, Kibana Elastic Search, PCF, GrafanaConfiguration Management: Rational ClearCase, Ansible, RedHatETL Tools: Informatica, Netezza, Toad for Oracle, Toad Data PointProduction Monitoring: Dynatrace 7.2, DataDog, 24x7, HP Open View, SQL QueryAnalyzer, Splunk, Mongo DBReporting Tools: Business Objects 3.1, Cognos reports, Tableau 10.2/10.5, Power BIWeb services: SOAPUI, PostmanProgramming: PL/SQL, Java, TSQL, JSONPROFESSIONAL EXPERIENCECSAA Insurance -SRE Level V April 2022-Present - work remotelyDevelop dashboards and alerts in Splunk and New Relic to improve detection of system errors on CSAA Insurance applications. Concentrate on 4 SRE golden signals: traffic, latency, saturation, errors (DNS, http, J2EE, MQ). Instrument performance dashboards in New Relic, Splunk, and Data Dog.Able to create dynamic dashboards in Splunk to maximize code reuse and maximize platform IOPS.Work with AWS team to identify low hanging fruit opportunities to detect issueson CSAA VPC, EC2, S3 instances using CloudWatch. Work to forward logs to Kinesisto have a single point of log monitoring using Splunk.Use ITIL process to mitigate risks on CSAA Payment Applications. Escalate identified performance issues to ancillary devops teams. Use JIRA and Service Now to ensure issues are resolved within pre-defined SLA targets.Make CSAA a great place to work by upskilling using Splunk joins, regular expressions, and machine learning tool kit.Provided training to less experienced members on team on AWS 6 pillars of well architected framework.Work with devops teams to implement platform automation using Ansible and Jenkins jobs.Skilled in using CloudWatch agent to monitor metrics which are not set up by default in AWS.Support Ansible Tower automated processes related to Credit Payments. Created automated process to restart windows server when network error spikes are outside normal tolerance are detected in New Relic.Experienced creating Cloudformation templates on AWS to create VPC, EC2, S3 instances in production environment. Referred to as Infrastructure as code in AWS documentation.Allstate -Product Support Lead AOS- March 2020-April 2022 worked remotelyLead SRE point of contact production deployment, and incident investigations for two of Allstates main insurance marketplace shopping sites.Problem manager for application for Advisor Pro. Applications handles 80% of the revenue team for Allstate. Meet with downstream stakeholders to ensure service issuesleading to outages are corrected from a root cause perspective.Developed voice call path testing scripts using Thousand Eye network APM platform.Measure the health of IVR call quality using Thousand Eyes RTP, CMOS, Jitter data aggregation tool set.Monitor the health of PAAS applications installed on Google Apigee, Amazon S3 and PCF availability zones.Maintain production codebase on Allstates on-premise Github site.Leverage ServiceNow dashboards to ensure production incidents are closed within MTTR Sla standards.Create, coordinate validation tasks to ensure code is deployed to production with minimal bugs.Monitor health of on-premise (J2EE/Apache Tomcat, Microsoft IIS, and cloud native) applications.Follow Allstate ITIL standards when investigating and documenting problem records.Improve automated monitoring alert notification of production JVMS, mainframes, MQ, LINUX, infrastructure using Kibana, Splunk, DataDog, Dynatrace.Maintain automated scripts running on Postman to monitor the end to end health of Allstate APIs KCIs (key customer interactions).Reduce Allstates exposure to risk my auditing to ensure applications have latest service packs.Do everything necessary to ensure maximum availability of production applications.ActiveOps Production Support Engineer- February 2019-March 2020 worked remotelyProvide support to ActiveOps customers who are experiencing customer experience issues on database instances installed on data centers in continents. ZenDesk usedmanage tickets between our tech support and end users.Extensive experience writing ad hoc queries, and TSQL procedures using MS SQL ServerQuery Analyzer.Work with business coaches, analysis, and software development to resolve software defects.Assist in the deployment of software releases to production database instances running on Rackspace and Azure database servers.Write ad-hoc queries to remove data quality issues on database instances.Deploy Visual Studio and TSQL code for new implementations using Octopus deployment tool set.Certified in European Union GPDR customer data standards.Used 24X7, New Relic, and SQL Management studio to monitor the overall health of SQL Servers and ensure queries did not cause knock effects to end users.Proactively learned platform my working with British and Australian database development and infrastructure teams. Participated in video conference with business leaders throughout the globe to align our selves with business priorities. Our team was brand new in North America and had to organically grow in short period of time.Bank of America Charlotte NC Contractor TEK Systems -October 2017 to January 2019Provide updates to management to provide updates on Tableau dashboard used throughout Bank of America.Responsible for ensuring updates to front end report data consumed by CEO and CIO of Bank of America.Comply with Bank of America security standards in handling of sensitive system of record employee data.Meet daily with distributed QA team to ensure goals are being met in accordance with department software delivery model.Provide estimate on Kanban stories using Agile Scrum software methodology.Provide feedback to distributed tech team during retrospectives. Develop plans and actions to make course corrections to Agile SAFE methodology. Meet daily with stakeholders to ensure sprint tasks are completed on time.Provide verbal updates in writing and via video conference to project stakeholders.Responsible for creation and delivery of framework to test ETL, Netezza Data Warehouse solution.Partner with development team, and business product owners to develop scripts using TDD framework.Work with off-shore team to test Ariba on Demand platform using Litmus/Tosca Commander continuous delivery and continuous integration framework. Provide value by increasing nimbleness of test script creation and speed of execution.Develop presentations to management to report on the value added by our Bank of America test resources.Charter Communications -Charlotte NC Contact Center Quality Assurance -February 2017- Aug 2017Team-Principal Test LeadPartner with CIO, IT Directors and Line of Business senior executives.Used Cyara Replay tool to identify hundreds of obsolete network end points.Developed Cyara scripts to research RTP, and CMOS performance under load usingCyara Cruncher.Quality Assurance Governance, Test Automation, Data Management, Tools and Product Delivery Risk Oversight.Created extensive library of Cyara based VXML scripts for testing Charter, Time Warner and Spectrum IVR applications.Data mined Avaya logs to research Cyara failures and J2EE hung thread issues onCharter communications systems.Manage resource capacity of the QA organization for optimal productivityChampion the development of a comprehensive functional and automated test strategyEnsure adherence to Testing Governance and oversee the quality of deliverablesProduce reports/ dashboards to highlight the quality of the current release and provide predictability reportsMonitor QA staff workflow and identify opportunities for process improvement.Establish working relationships with all Life Platform leads & Vendors. Management as pertains to internal staff and relationships with software development providersOversee & Develop Quality Assurance Governance transition to improve critical business partner relationship with testing handoff processes - Improved process consistency and uniform metrics collection to focus on quality execution, reporting and improve capacity for developing innovative solutions and capabilities to streamline manual processesOversee building new integration paradigm Efficiency & Quality support Tools for business transformation initiatives.Wells Fargo -Charlotte NC- Contact Center Technology - January 2012 -February 2017Systems Analyst - Level IVWrite automated test scripts Nuance speech recognition scripts on Empirix (voice application vendor) running on Microsoft cloud server-based platform to ensure end response times for Wells Fargo api responses. Leverage Microsoft performance monitors to collect data to ensure cloud base test applications are running with minimal network latency.Partnered with LOB business ownership to improve the speed to market of Quality Assurance testing by implementing automated test process using Empirix Hammer Call Master testing tool.Conducted proof of feasibility for Cyara Replay product.Improved Cyara Replay cost of ownership by over 25% by creating modular scripts to easily convert scripts based for use on English and Spanish IVRs using table parameters.Developed automated vxml scripts to demonstrate to stake holders best practicesfor testing IVRs hosted on Wells Fargo Red Hat servers.Led test efforts to ensure Nuance Biometric authentication works seamlessly on the Wells Fargo enterprise and contact center application footprint.Create custom ad-hoc SQL queries to data mine errors in test, pre-prod and production IIS servers. Use Oracle and Microsoft SQL query results for fellow team members to ensure rapid mean avg. response time to enable fellow team members to resolve issues on hardware and database clusters. Support 14 different lines of business.Excellent knowledge of the Wells Fargo Sonus, F5 load balancers, and Genesys infrastructure used to support 14 lines of business. Excellent background debugging telecommunication protocol issues.Ensure adherence to Testing Governance and oversee the quality of deliverables.Write Visual Basic for Excel reports to highlight the quality of the current release and provide predictability reports. Write scripts in WHT host to clean up files and maximize disk space.Establish working relationships with all Platform leads & Vendors. Management as pertains to internal staff and relationships with software development providersImplement Quality Assurance Governance transition to improve critical business partner relationship with testing handoff processes. Improved process consistency and uniform metrics collection to focus on quality execution, reporting and improve capacity for developing innovative solutions and capabilities to streamline manual processesImplement building new integration paradigm Efficiency & quality support tools for business transformation initiatives.Responsible for the delivery on Enterprise Metrics for Quality Assurance and Risk Management on for the CHT space.Bank of America Charlotte NC Performance and Resiliency Engineering Team January 2009 to September 2011Applications Analyst/ConsultantOversaw creation of team which was responsible for forecasting and performance metrics for over 15 LOBs during merger and acquisition of four Fortune 100 banks and investment institutions.Early adopter of Cyara Replay test platform. Developed proof of feasibility by creating regression scripts to test Avaya and CRM integration for Bank of America Treasury IVR.Developed Excel dashboard to compare and contrast Cyara platform with Empirix Hammer Call Master in disucussions with Vendor management teams.Completed training on Cyara voice on premise IVR testing solution.Met with Change Management stakeholders to provide updates regarding status ofThousands of Tar items during merger and acquisition of Merryl Lynch, MBNA, and Countrywide.Responsible for the establishment and continuous improvement of a standardized testing and deployment processes for a high frequency, highly distributed, real-time systems. Accountable for software quality assurance practices, testing and production certification of all applications. Also responsible for the implementation, monitoring and improvement of the Project Portfolio Management system and processes, as well as, hands-on program management, project development and execution,Supported 12 T-1s using to support the end to end testing in the Bank of America lab using Spirent and Empirix Hammer load testing infrastructure. Worked with EDS team to reduce the cost of test infrastructure by switching from MCI to US LEC managed voice gateway.Managed test execution to support largest Avaya implementation in the world at Bank of America. Using established capacity planning best practices such as Littles Law, PoissonCreated customized reports using Microsoft SQL Server database stored procedures forto bank project stakeholders to justify promotion of code to production data centers handling over 200 transactions per second.Configured IIS on servers in Bank of America test lab to run high volume test data onIBM WebSphere, IBM DB2 database. Collected i/o data to ensure no adverseImpact to software promoted to production environment. Wrote customized WHT/VBScriptsto optimize resources.Responsible for creating performance test scripts using on software running on Microsoft IISWeb server. Configured IIS to perform virtual customer service testing to validate end to endContact Center Response times.Configured HP Performance Center to execute scenarios using HTTP/XML/SOAP requests and responses. Obtained sign off automated load testing to remove gaps in test coverage. Logged dozens of defects to ensure performance issues were fire walled and repaired before projects were implemented in production environment. Followed up with application support team to ensure Quality Center defects were closed on a timely basis.Train, hire, manage contractors on distributed test team based in India and Uruguay.Bank of America -Charlotte NC - TCOE CSSB January 2006 to January 2009Applications Analyst/Consultant Developed automated Microsoft Visual Basic scripts for functionally testing VGS Model IVRusing Empirix TDM Hammer box. Modified Empirix Hammer scripts to detect issues in production application environment BAISI, VGS, WIRE. Maintained code base to send alerts to LOB when CFI's were encountered. Used modular methodology to develop scripts for regression testing Global Treasury Payments applications. Implemented business process improvement and FMEA methodology to improve the gathering of inputs for Quality Center scripts.Generated reports to capture and manage the transition of manual test process to automated process. Successfully developed 150 Visual Basic scripts for regression testing Bank of America speech applications.Niagara UniversityBachelor of Science, Business Administration |
