PROFESSIONAL EXPERIENCE

processional experience

Collins Aerospace

Collis Aerospace

EtQ PPAP Module

Contributed to design, development, testing, and release of EtQ Reliance software for PPAP (ASQR 09.2), resulting in optimized and centralized process for PPAP management and documentation storage.

When I worked at QuEST Global I was a Member Focal Point (MFP). A year after working as a MFP for QuUEST it was suggested to the owner of the PPAP process at Collins that I help with developing a software solution for the PPAP process. I worked with the PPAP process owners from Pratt & Whitney, Pratt & Whitney Canada and Collins Aerospace, as well as a seasoned EtQ developer and representatives from EtQ. When the Collins process owner was unable to attend I took his place as the process owner/expert. As one of the process owners I assisted with the development of the PPAP module in EtQ ensuring the PPAP process was followed.

Development (Development environment):

Assisting with the design of the several different workflows
Placement of fields for a logical flow that also follows the process
Coordinate with people that will use the module as the different types of roles so they could provide feedback
Providing feedback as a MFP (the main user)
Tested as the different user types
Coordinate with the process owners to ensure all three business (Collins, Pratt and Pratt Canada) needs were met, but also have the module look nearly identical as not to confuse shared end users

Testing (Testing/QA environment):

Created test accounts, part numbers and other data needed to preform tests
Gave testers an overview of how to use the module
Wrote “test scripts” (instructions) for each user type to test every combo of every field for all workflows. Roughly 50 scripts totaling around 13,000 lines of instructions.
Coordinated with testers and their schedules assigning appropriate to their job function, including the hand off of test scripts from one tester to the next
Test scripts (written in Excel) were loaded into HPQC (Hewlett Packard Quality Center) to track progress and issues.

Launch (Production environment):

Hired by Collins to be the owner/admin of the PPAP module
Created user manuals for each role
Created flow diagrams (Visio) for each workflow
Gave several live training sessions, as well as one-on-one sessions as needed
General admin support (e.g., reassign tasks, move workflows, etc.)
Phone, Zoom and email support related to the module, including processes related to it (e.g., shipping parts)

Updates:

Held monthly meeting with users to gather feedback
Implemented applicable feedback in Development environment
Show updates via email or at next meeting, depending on scope of change
Tested updates in QA/Testing environment
Updated and distributed user manuals

EtQ version upgrades:

Wrote test scripts to test all of the new functionality when the major EtQ version upgrade was installed on the Dev environment
Provided feedback and issue reports to EtQ
Test implemented feedback and fixed issue
Used the test scripts when the version upgrade was moved to the QA/Testing and Production
Updated and distributed user manuals
Held version update training sessions for users

EtQ Quality Metrics

Executed end-to-end software implementation, including requirements gathering, development, testing, management, training, documentation, and release, leading to more user-friendly experience and improved reporting capabilities.

Gathered, analyzed, and generated reports on Collins Aerospace's customers (Airbus, Boeing, Lockheed Martin and others) as well as quality metrics from internal manufacturing and assembly, providing insights to senior leadership, including the CEO.

I took over the responsibility of pulling the quality data from the Customer Scorecard SharePoint site, weeding out all of the information that I didn’t need to generate a report. There were two parts to the Customer Scorecard: Quality and Delivery. It was a ‘homegrown’ SharePoint site build many years ago that was at its end of life. I created its replacement in EtQ in the Site Metrics module.

Delivery Scorecard (Quality Metrics Module)

Development:

Worked with the Delivery team that owned the site and process
As the EtQ developer I suggested ways to simplify the entire process; from data collection to reporting it
Worked with Tableau developer to pull data from EtQ into Tableau
Learned how to develop in EtQ while I building the Site Metrics module

Testing:

Created test accounts, Customers and other data needed to preform tests
Gave testers an overview of how to use the module
Wrote “test scripts” (instructions) for each user type to test every combo of every field for the Delivery workflow
Assigned testers their test scripts

Launch:

Created user manual
Created flow diagrams in Visio
Gave several live training sessions, as well as one-on-one sessions as needed
General admin support (e.g., reassign tasks, move workflows, etc.)
Phone, Zoom and email support related to the module

Updates:

Held monthly meeting with users to gather feedback
Implemented applicable feedback in Development environment
Show updates via email or at next meeting, depending on scope of change
Tested updates in QA/Testing environment
Updated and distributed user manuals
Added list of updates in news letters and emails that were distributed when changes to all modules were promoted to the Production environment

Quality Scorecard (Quality Metrics Module)

Development:

Quality Scorecard workflow was almost an exact copy of the Delivery Scorecard workflow as there will be users that will use both workflows
Added additional fields
Learned how to develop in EtQ while I building the Site Metrics module
Worked with Tableau developer to pull data from EtQ into Tableau
Once all fields were added I set up a meeting with a handful of the data inputers to gather their feedback
Implemented feedback
Repeated this feedback loop twice

Testing:

Created test accounts, Customers and other data needed to preform tests
Gave testers an overview of how to use the module
Wrote “test scripts” (instructions) for each user type to test every combo of every field for the Quality Scorecard workflow
Coordinated with testers and their schedules assigning them test scripts

Launch:

Created user manual
Created flow diagrams in Visio
Gave several live training sessions, as well as one-on-one sessions as needed
General admin support (e.g., reassign tasks, move workflows, etc.)
Phone, Zoom and email support related to the module

Updates:

Held monthly meeting with users to gather feedback
Implemented applicable feedback in Development environment
meeting, depending on scope of changeShow updates via email or at next
Tested updates in QA/Testing environment
Updated and distributed user manuals
Added list of updates in news letters and emails that were distributed when changes to all modules were promoted to the Production environment

Quality Metrics (Quality Metrics Module)

Took over the Quality Metrics Website (QMWS) as the admin and process owner. Responsible for ensuring that all Collins sites enter their data in the QMWS by the due date. Collected the data, performed the necessary calculations in Excel and submitted the report to a senior director. The QMWS was a ‘homegrown’ database built many years ago and it was at its end of its life. I created its replacement in EtQ in the Site Metrics module.

Development:

Learned how to develop in EtQ while I building the Site Metrics module
Listed out all of the fields needed
Once all fields were added I set up a meeting with a handful of the data inputers to gather their feedback:
- Implemented feedback
- Repeated this feedback loop twice
Worked with Tableau developer to pull data from EtQ into Tableau

Testing:

Created test accounts, Customers and other data needed to preform tests
Gave testers an overview of how to use the module
Wrote “test scripts” (instructions) for each user type to test every combo of every field for the Site Quality workflow
Coordinated with testers and their schedules assigning them test scripts

Launch:

Created user manuals for each role
Created flow diagrams in Visio
Gave several live training sessions, as well as one-on-one sessions as needed
General admin support (e.g., reassign tasks, move workflows, etc.)
Phone, Zoom and email support related to the module

Updates:

Held monthly meeting with users to gather feedback
Implemented applicable feedback in Development environment
Show updates via email or at next meeting, depending on scope of change
Tested updates in QA/Testing environment
Updated and distributed user manuals
Added list of updates in news letters and emails that were distributed when changes to all modules were promoted to the Production environment

QuEST Global

EtQ PPAP Module

Contributed to design, development, testing, and release of EtQ Reliance software for PPAP (ASQR 09.2), resulting in optimized and centralized process for PPAP management and documentation storage.

BOSE Corporation

Bose

Webmail Responces

Improved operational efficiency within BOSE webmail and social media response team by overseeing Siebel Standard Response Library and crafting 100+ customized templates.

Enhanced customer experience at BOSE by building an Access database to conduct data analysis, organization data to identify trends, creating first contact resolutions.

Air Force

US Air Force

Customer Service

When I joined the Air Force I was trained as a F-15 Weapon Systems Specialist. I learned how to maintain and overhaul the F-15’s weapon systems; namely M61A1 Vulcan gun, bomb racks, and missile launchers. Ensuring operational integrity and compliance with United States Military and Air Force regulations. After about a year I had to be retrained due to a very bad reaction my hands had with all the chemicals that were used. I first cross training choice was EOD (Explosive Ordnance Disposal), but the timing didn’t work out. So, I was cross trained into Personnel. Flew from Anchorage Alaska (Elmendorf Air Force Bass) down to Biloxi Mississippi and spent the next six weeks getting trained as a Personnel at Keesler Air Force Base.

After (re)training and returning to Alaska, one of the first items I was tasked with was to transcribe the information (customer name, time signed in, time helped and representative’s name) from the Customer Service desk sign in sheet into Excel. It was a painful task, handwriting could be hard to read, it took hours to end the previous day’s sheet and there was the potential for human error when entering the data. There had to be a better way.

I taught myself Microsoft Access by reverse engineering the included examples and trial & error. I created the Access database, so all a customer had do was enter their name, pick their reason for the from visit dropdown list and click the Submit button. When the Submit button was clicked their name was added to the waiting list and time stamped. When the next representative was available, he/she would call the next customer on the list, click on their name to highlight it and click the Helped button. The Help button removed them from the Waiting list and timestamped it. Having the Access database allowed us to generate reports instantly, instead of several hours later or even the next day.

The reports provided valuable metrics on how many customers were helped per day, which days were the busiest, most common issues, wait time, number of customers each representative helped and how long it took them per issue. These metrics were used to help with scheduling appropriate coverage, write FAQs to post in the waiting room, know which reps excelled at certain task so they could help reps that were slower at that task. Maybe a few other things that I have since forgotten, it was way back in 1998/9. Our Captain used the reports to report to his superiors.