Jun 2023 – Dec 2025 · 2 yrs 6 mos · Remote

• Enabled bi-weekly releases of Android, iOS, and web applications across four agile teams, enhancing delivery speed.
• Supervised a high-performing team of six QA engineers, fostering a collaborative and growth-oriented environment.
• Defined and implemented a comprehensive test automation strategy using Pytest and Appium, integrated into a CI/CD pipeline.
• Leveraged AI tooling to analyze Jira bugs and dogfooding reports, identifying bugs early and improving overall product quality.

Jun 2023 – Jan 2025 · 1 yr 7 mos · Remote

• Led quality initiatives across the Calling, Messaging, and App Experience teams, driving modernization of a legacy application by introducing industry-standard features such as scheduled messaging, AI-generated responses, and emoji interactions. Ensured high-quality delivery through robust Appium-based end-to-end automation, significantly enhancing product reliability and user satisfaction.
• ● Lead a high-performing quality engineering team supporting cross-platform development across mobile (iOS/Android), web, and backend services.
• ● Define and implement the test automation strategy using Pytest for API and backend validation and Appium for end-to-end mobile automation, integrated into a robust CI/CD pipeline using GitHub actions.
• ● Monitor and report on quality KPIs, including automation pass rates, defect escape metrics, and test coverage, to continuously improve release health.
• ● Spearhead efforts to reduce manual regression testing through scalable automation, resulting in 30% faster release cycles.
• ● Guide technical and career development for QA engineers through mentorship, feedback, and performance coaching in a fast-paced, agile environment.

Sep 2021 – Jun 2023 · 1 yr 9 mos · Washington DC-Baltimore Area · Remote

• Founded the company’s QA department, designing and implementing all quality processes across the SDLC.
• Implemented the Scrum framework and coached cross-functional teams.
• Recruited and managed a team of 2 QA Engineers and participated in engineering hiring.
• Designed and deployed automation frameworks using Cypress.io (web), Espresso (Android), and XCUITest (iOS), enabling a bug-free launch with 0 post-launch hotfixes.
• Built a custom Axe accessibility testing framework, saving $30,000 by eliminating vendor costs.
• Collaborated with leadership during company acquisition to ensure scalable QA processes.

Jul 2017 – Sep 2021 · 4 yrs 2 mos · Charlottesville, Virginia, United States

• Promoted from QA Analyst to QA Manager; led a team of 13 Quality Engineers across 6 Scrum teams.
• Restructured the QA team by addressing performance issues and instilling accountability.
• Drove a shift-left testing initiative to prioritize automation.
• Implemented a Postman-based API testing suite and a SpecFlow BDD framework (still in use today).
• Reduced regression testing time from 3 days to 1 day and cut annual hotfixes from ~40 to fewer than 15.
• Partnered with leadership to evaluate offshore QA and development strategies.
• Contributed to the Culture Community of Practice to align company culture with employee feedback.

Feb 2017 – Jul 2017 · 5 mos · Waynesboro, Virginia

• ● Managed a team of 11 direct reports, including project management, engineering and
• help desk. This staff delivered managed services to over 60 corporate clients.
• ● Responsible for recruiting, orienting, training, assigning, coaching, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• ● Developed SLA and QA processes for help desk and engineering.
• ● Created KPIs for engineering performance and client profitability.

Oct 2015 – Feb 2017 · 1 yr 4 mos · Waynesboro, Virginia

• As the Service Manager, I manage a team of ten direct reports, from tier 1 service desk staff through to engineering services. This staff delivers managed services to over 50 corporate entities. These entities are in varied businesses including manufacturing, software development, libraries and other business verticals.
• Responsible for scheduling recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Developed SLA and QA processes for tier 1 help desk.
• Lead drive to develop and create SOP documentation for previously unwritten procedures.
• Acted as the ultimate point for service and technical related escalations.
• Lead emergency response efforts for failed server recovery and other client emergencies.
• Report metrics information to CEO and CIO for performance monitoring and analysis.

Apr 2015 – Oct 2016 · 1 yr 6 mos · Waynesboro, Virginia

• Managed all centralized services including remote access tools, antivirus, virtual machine and hardware backup, web filtering services, patching and ticketing services for over 50 customers. Managed 135 Windows and Linux servers and 1300 windows and mac based workstations and laptops across 50 customers.
• Managed 2 direct reports responsible for implementing server backup and server maintenance tasks.
• Designed and implemented project to replace antiquated Ahsay backup software with Veeam virtual machine backup and recovery in a VMware ESXI environment.
• Standardized patching schedules, antivirus policy, web filtering packages, scripted services and other services in order to simplify delivery and comply with ITIL best practices.

May 2014 – Mar 2015 · 10 mos

• ● Migrated help desk operations by hiring a new team of five employees in the Harrisonburg office to replace our previously outsourced help desk team. Developed and implemented training and procedures for new help desk team of 5 employees.
• ● Created quality assurance processes, including phone monitoring, weekly metrics, and quality assurance in order to maintain a high level of support.
• ● Conducted coaching and training to help employees create and achieve goals to grow in their careers with Rosetta Stone and become more productive.
• ● Participated in HDI certification training for managers.

Mar 2010 – May 2014 · 4 yrs 2 mos

• ● Responsible for handling service troubleshooting requests through chat, email, and Quickbase ticketing system.
• ● Responsible for deploying bare metal machines, deploying software, maintaining deployed hardware, purchasing new software and hardware, license and asset management, .
• ● Helped bring several efficiency improvements by implementing technology to automate several processes.
• ● Helped with end user support during Google Apps migration.
• ● Proficient in Microsoft Applications, Google Apps, Oracle, Landesk, Quickbase.

Jun 2006 – Mar 2010 · 3 yrs 9 mos · Springfield, Massachusetts Area

• ● Supported technicians in the field with trouble shooting customer facing products including cable, telephony and internet products. Also helped troubleshoot computer and networking issues with customer equipment.
• ● Monitored outages affecting Virginia area and dispatched technicians accordingly, maintainedconference bridges for crisis situations.
• ● Support customers by phone for collections, billing, and technical issues.

Jan 2000 – Aug 2003 · 3 yrs 7 mos · Springfield, Massachusetts Area

• ● Supported dial up internet, cable internet, phone, and cable television products for customers, including troubleshooting connectivity issues and customer hardware.
• ● Handled escalated calls and worked as a lead for the floor