John Ferraro
Springfield,IL
Summary
Talented professional considered aknowledgeable leader and dedicated problem solver. Brings over 20 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
Project Coordinator
CQuest
Springfield, IL
08.2019 - Current
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Gathered requirements for ongoing projects and organized details for management use.
- Collaborated with project leaders to comply with accounting needs for project maintenance requirements.
- Transitioned projects from estimation and pre-construction phase to well-defined project execution plan.
- Reported regularly to managers on project budget, progress and technical problems.
- Verified quality of deliverables and conformance to specifications before submitting to clients.
Test Leader
CQuest
Springfield, IL
08.2019 - Current
- Interacted with product managers to deliver performance issue resolution reports.
- Coordinated with offshore development teams, delivering remote lectures on testing techniques, tools and protocols.
- Defined test strategy for product documentation and diagnostic frameworks.
- Maintained extremely low defect detection rate of [Number]% in customer-facing [Industry] products.
- Reported test findings to development personnel, advising staff on efficacy of subsequent remediation attempts.
- Created both real-time and accelerated testing scenarios for long-term and expedited development schedules.
Technical Support Representative
Software Engineering Of America
Manhattan, NY
03.2018 - 08.2019
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Identified potential sales and cross-selling opportunities in course of delivery of support services.
- Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
Operations Manager
LRS Consulting
Springfield, IL
10.2015 - 02.2018
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
- Investigated and resolved departmental non-conformances.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained and guided team members to maintain high productivity and performance metrics.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Promoted positive customer experience through day-to-day supervision and management of [Type] facility.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Reduced operational risks while organizing data to forecast performance trends.
Education
Master of Arts - Business Administration
College of St. Scholastica
Saint Cloud, MN06.2004
Skills
- Microsoft Office
- Continuous Improvements
- Time Management
- Project Coordination
- Quality Assurance
- Attention to Detail
- Verbal and Written Communication
- Team Leadership
- Agile Projects
- Microsoft Visio
- Microsoft Azure
- ADP Workforce Now
Timeline
Project Coordinator
CQuest
08.2019 - Current
Test Leader
CQuest
08.2019 - Current
Technical Support Representative
Software Engineering Of America
03.2018 - 08.2019
Operations Manager
LRS Consulting
10.2015 - 02.2018
Master of Arts - Business Administration
College of St. Scholastica
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