Tessa J. Cuffy
Pflugerville,TX
Summary
Experienced Information Technology professional with diverse backgrounds in government, utilities, and retail. Motivated self-starter with strong leadership skills and the ability to effectively manage technical support teams and projects. Skilled in providing customer solutions, communicating solution strategies and product offerings, and offering technical expertise, quality assurance, support, and training to both internal and external customers. Recognized for exceptional interpersonal skills and excellent communication abilities when interacting with management, users, vendors, and other support teams.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Quality Assurance Manager
TEXAS DEPARTMENT OF PUBLIC SAFETY
11.2014 - Current
- Accountable for managing IT Quality Assurance team
- Manage cross-functional day-to-day activities of all direct reports
- Ensure department/division milestones/goals are met
- Recruit, mentor, lead and develop quality assurance analysts
- Forecast and manage budget
- Collaborate with project managers, business teams/divisions, development to coordinate and prioritize projects
- Develop and monitor performance goals for team
- Contract monitor for all quality assurance work products
- Establish and maintain relationships with business partners internally and externally
- Facilitated communication between departments regarding quality concerns, fostering collaboration towards shared goals.
Quality Assurance Analyst/LEAD (3/2016 - 12/2022)
Programmer IV (11/2014 - 3/2016)
IT Technical Support Supervisor
STATE OF LOUISIANA OFFICE OF TECHNOLOGY SERVICES
08.2009 - 10.2014
- Accountable for all IBM Hardware and Software support
- Supervised and mentored IBM Software Support team, which supported entire state's Department of Public Safety
- Led regular meetings with the team to discuss updates in technology trends, ensuring all members stayed current with industry developments.
- Led technical upgrade projects by working and coordinating with consultants and developers for integrations.
- Administered team development/evaluation plans and activities
- Provided end-user support to applications as well as users and testing teams across state
- Led numerous data migrations, which included migrating over 140 million ImagePlus images to Content Manager; migrating over 5000 platters from 3995 Optical Libraries to TS 7720; migrated SHARK DASD to DASD
- Provided detailed team documentation to reduce on-call resolution time
- Successfully managed vendor interactions and relationships
- Provided on-call support as needed by team and/or operation's staff
- Prioritized batch jobs to optimize system use; ensure scheduled jobs were entered into system
- Reviewed and prepared SOW, RFPs and ITBs
- Monitored team performance and facilitated necessary training programs to help maintain high level of competence among support staff.
- Enhanced customer satisfaction by resolving complex technical issues promptly and efficiently.
- Coordinated cross-functional teams to address software and hardware issues, improving overall product quality.
Education
MBA -
University of Phoenix
Tempe, AZ12.2018
Bachelor of Science - Computer Science
Southern University A&M College
Baton Rouge, LA07.1988
Skills
- Staff Leadership
- Research & Analysis
- Teamwork
- Requirements Management
- Business Solutions
- Software Testing
- IT Project Management
- Reporting & Documentation
- Problem Resolution
- Quality Assurance Management
Websites
Certification
- Scrum Master
- ITIL Foundations
Timeline
Quality Assurance Manager
TEXAS DEPARTMENT OF PUBLIC SAFETY
11.2014 - Current
IT Technical Support Supervisor
STATE OF LOUISIANA OFFICE OF TECHNOLOGY SERVICES
08.2009 - 10.2014
MBA -
University of Phoenix
Bachelor of Science - Computer Science
Southern University A&M College
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