Donna Dickson

Experience

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  MCI

  Jan 2000 - Jan 2006

  Customer Service Desktop (SystemOne) Quality Assurance Lead

  Planned and coordinated activities required for MCI's Customer Service Desktop (SystemOne) Quality Assurance to accomplish the required testing of each single release. Evaluated individual test plans, test cases, and test execution plans into a single plan per release and coordinate activities of multiple Quality Assurance Specialists to affectively test multiple projects in a single release. Evaluate issues and test execution progress across multiple projects to prioritize work, assign Quality Assurance Specialist recourses, and adjust test execution plans accordingly. Communicate overall release testing status across the organization.• Application SME Show less

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  Verizon

  Jan 2006 - Jan 2019

  Expedited and monitored top issues reported by the customer service centers. Worked with both external teams and the Governance Committee to address volumes and aging issues. Collaborated to design and define process improvements as well as a standardization process across all IT organizations. • Assisted with Service Now Roll-out, ensuring the teams needs were addressed as well as assisted with UAT testing and process definition for the new issue reporting tool. Prior to rollout, identified multiple high severity issues impacting multiple organizations.• Worked with the Service Now team to stabilize the Service Now and JIRA interfaces. • Pursued AWS Certified Solutions Architect Associate training. Show less Tracked project LOEs, budget allocations for charge IDs, and time physically charged to each project to detect any area where time was being under or over reported based on LOEs given for the Director. Provided a Weekly Financial Accountability Spreadsheet to managers and director, as well as pointed out any areas of concern. Provided weekly report for the org showing LOEs not complete, which aided in the org to avoiding late LOEs. Also provided the team with any other financial data as requested. Show less Planned and coordinated activities required for Quality Assurance to accomplish the required testing of each release. Evaluated individual test plans, test cases, and test execution plans into a single plan per release and coordinate activities of multiple Quality Assurance Specialists to effectively test multiple projects in a single release. Evaluate issues and test execution progress across multiple projects to prioritize work, assign Quality Assurance Specialist resources, and adjust test execution plans accordingly. Communicate overall release testing status across the organization.• Application SME Show less

  • Customer Service Desktop (CoFEE Anywhere) Development Production IR Triage

    Jan 2014 - Jan 2019

  • Customer Service Desktop (CoFEE Anywhere) Development Tester

    Jan 2014 - Jan 2019

  • Customer Service Desktop (CoFEE Anywhere) Development Production Support Project Manager

    Jan 2013 - Jan 2019

  • Customer Service Desktop (CoFEE Anywhere) Development Project Manager

    Jan 2010 - Jan 2019

  • Finance Single Point of Contact (SPOC) for Customer Service Desktop (CoFEE)

    Jan 2009 - Jan 2010

  • Development Organization/Director Single Point of Contact (SPOC)

    Jan 2007 - Jan 2009

  • Customer Service Desktop (SystemOne) Application Project Manager/Business Analyst

    Jan 2006 - Jan 2009

  • Customer Service Desktop (SystemOne) Quality Assurance Lead

    Jan 2006 - Jan 2009
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  Hexure

  Aug 2020 - now

  • Senior Project Manager

    May 2023 - now

  • IT Project Manager

    Aug 2020 - May 2023