VICKIE BAYLISS SEMIDEY

Herndon, VA 20171 Vickie.BaylissSemidey@gmail.com 571-212-9854 www.linkedin.com/in/vickiebaylisssemidey

CUSTOMER SUPPORT / QUALITY ASSURANCE / DEVELOPMENT / MANAGEMENT

Goal oriented professional with strong leadership skills with a large software development company. Over 20 years in the IT industry, with over 10 experience managing Customer Support, Sustaining Engineering (Level 2 Support), Development and Quality Assurance teams. Excellent communication and interpersonal skills that can understand requirements and translate them into business / technical specifications and aligning them with mission objectives. Experience includes mentoring and coaching team members, and responsibility for hiring, terminations, performance reviews, and compensation recommendations. Also managed direct reports at remote locations in US and internationally.

CORE COMPETENCIES
Team Leadership Agile Development Training Quality Assurance Customer Satisfaction Request For Purchase Customer Escalations Scrum Master Technical Analysis Service Level Agreements Development Management

PROFESSIONAL EXPERIENCE
CA, INC. (FORMERLY COMPUTER ASSOCIATES, INC.) HERNDON, VA 2008 - 2011 SR. DIRECTOR, DEVELOPMENT AND SUSTAINING ENGINEERING Managed development and level 2 support teams for mainframe and client server applications, leading the teams to top performance by meeting or exceeding SLAs, and delivering product on time and within budget. Key Projects / Achievements: Key communicator between Development, Sustaining Engineering, QA, and Customer Support Effectively presented information to technical engineers, top management, and public groups using appropriate communication methods Sustaining Engineering group was consistently in the top performing group with the lowest mean time to resolve issues and a reduction in issue backlog Successfully managed development team to deliver two product releases in one year with high quality results and few product defects reported Led daily Scrum meetings for Agile development, including development, support, QA, and technical writing teams Led weekly Change Control meetings to review upcoming enhancements, fixes, and test plans Strong participant in bi-weekly Process meeting to set and document policy, procedures, and best practices for Development, QA, and Sustaining Engineering Effectively communicated status in weekly Cross Functional meeting between Product Line Manager, Product Manager, Product Analyst, Project Manager, QA management, Marketing, and other Development managers

 Responsible for content of online support pages to enable customers to search the problem and solution database and receive notifications of new releases or high impacting solutions Created and maintained SharePoint site for knowledge continuance Assisted quality assurance group in testing of both mainframe and workstation components of the product Assisted in development and review of training materials for internal and customer use Reviewed and approved Knowledge Documents to reduce the number of calls for customer support Wrote and reviewed product documentation Key participant in Product Advisory Committee, meeting with a panel of 20 key customers quarterly to discuss product direction and solicit feedback from customers on future enhancements Primary contact for Product User Group, monitoring and maintaining User Group website COMPUTER ASSOCIATES, INC. HERNDON, VA 2002 - 2008 SR. DIRECTOR, CLIENT BASE OWNER Provided leadership & strategic direction for all customer facing initiatives, including management of Customer support, Sustaining Engineering, and Quality Assurance teams. Key Projects / Achievements: Directed team of managers to work together to ensure quality delivery of solutions and provide high level of customer support Conducted daily interactions with call center personnel to ensure that training issues and initiatives were in line with Quality and Customer Satisfaction objectives Customer support surveys showed above 95% customer satisfaction Sustaining Engineering was top team for all mainframe products for 5 consecutive quarters Quality Assurance teams were among the lowest in defects delivered to the field Created Knowledge Documents to reduce the number of calls for customer support Implemented weekly Change Control meetings to review enhancements and fixes before they were published to the customer base Responsible for all customer escalations for Mid-Atlantic region Applied assessment techniques and strategies to measure and continuously improve quality of service, and to troubleshoot the root causes for a lack of performance Led Customer Beta program, helping to recruit beta sites and having direct contact with beta customers via weekly meetings to discuss problems and suggested enhancements Strong participant in Enhancement Request meetings, evaluating and responding to customer requests Acted as QA tester for selected products when necessary, reviewing, executing and improving upon test plans and entering problems into defect tracking system for all phases of testing, including unit, regression, and integration testing Key participant in committee to improve Sustaining Engineering and Customer Support practices COMPUTER ASSOCIATES, INC. - HERNDON, VA 1999 - 2002 CUSTOMER SUPPORT MANAGER Managed first line call center, providing superior service to customers with 24/7/365 coverage. . Key Projects / Achievements: Implemented bi-weekly meetings between Customer Support and Sustaining Engineering to bring about quicker resolutions of customer issues and foster team relationships Assisted Customer Support on resolution of difficult issues, working directly with the customer to collect diagnostic information, determine root cause of problem, and documenting issue progress and resolution

 Responsible for customer escalations for selected product lines Acted as QA tester for selected products, reviewing, executing and improving upon test plans and entering problems into defect tracking system for all phases of testing, including unit, regression, and integration testing Participated in committee to improve Sustaining Engineering and Customer Support practices Reviewed product documentation for clarity and quality, suggesting changes where appropriate Responsible for Year 2000 testing matrix and scheduling coverage

COMPUTER ASSOCIATES, INC. - HERNDON, VA 1990 1999 SR. SUSTAINING ENGINEERING TECHNICIAN Provided level 2 support for mainframe products, mentoring junior level technicians and customer support. Subject Matter Expert (SME) on Resource Management products for the mainframe and z/OS operating system usage. Key Projects / Achievements: Had direct contact with customers reporting defects with software Assisted Customer Support on resolution of issues Debugged software defects and wrote solutions to resolve Provided solutions in ZAP format or module replacements Wrote development test plans to assist QA in verifying solutions Assisted in QA testing as necessary COMPUTER ASSOCIATES, INC. - HERNDON, VA 1988 - 1990 SENIOR SYSTEMS SALES ENGINEER Assisted sales by identifying products to meet customer specific requirements and following through during the entire sales cycle.. Key Projects / Achievements: Visited customer sites in Mid-Atlantic region to provide technical assistance in selling software solutions Designed and delivered demo of the products to meet the individual needs of the customer Installed solution after the sale of the product Provided individualized customer training onsite ____________________________________________________________________________________________

Certifications
Certified Scrum Master for Agile Development