Trudy Wilson
Charleston,SC
Summary
Performance-oriented leader with strong management and decision-making skills with experience across the entire software development lifecycle. Skilled in working under pressure and adapting to new situations and challenges to improve quality and efficiency. A proven relationship builder and cultural leader with a resourceful nature and an analytical problem-solving approach.
Overview
25
25
years of professional experience
5
5
years of post-secondary education
2
2
Certificates
Work History
Director, Engineering Operations
Atlatl Software / Dopple XR Inc
Charleston, SC
02.2021 - 01.2022
- Established DevOps team policies and procedures to improve cross team collaboration and communication
- Managed offshore DevOps supplemental resources alongside internal DevOps team
- Mentored team members in establishing quarterly performance goals to align with company goals
- Initiated, organized, and led production stability initiatives, such as code instrumentation, observability, performance monitoring, and pipeline stability
- Established strategic and tactical backlogs for DevOps team, working with Product and architect to align on priorities
- Collaborated with executives, senior managers and architects to organize and execute a robust Engineering Operations roadmap to meet the company's client acquisition goals
Quality Assurance Manager
Atlatl Software
Charleston, SC
06.2018 - 02.2021
- Defined quality department standard operating procedures
- Established community of practice to increase team knowledge of testing standards, tools and best practices
- Transformed release process for two legacy applications from hours to minutes
- Defined escalation procedure to streamline communication across teams and to address critical issues with improved efficiency
- Led transformation of QA team from manual testing to automated testing
- Applied coaching techniques and tools to support team members in individual career growth
- Established process for root cause analysis and led RCA debriefs with stakeholders to identify growth and improvement opportunities
- Established sprint demos to socialize product updates and new features with Sales, Services and Customer Success
- Authored continuous integration and delivery process for the Atlatl Visual platform
- Implemented "Shift Left" strategy to incorporate QA earlier in SDLC and to promote shared responsibility model for code quality
- Chaired committee to redefine corporate core values to better represent employees company wide
- Created QA onboarding plan to assimilate new QA team members
- Partnered with Customer Success to share product knowledge and improve troubleshooting techniques
- Supplemented testing as needed to help team meet sprint commitments
Test Automation Program Manager
Atlatl Software
Charleston, SC
11.2017 - 06.2018
- Analyzed existing testing methodology to provide risk analysis to stakeholders
- Proposed and socialized new automated testing strategy to reduce manual regression testing and improve product quality
- Defined project goals and created project plan with milestones to measure and report progress
- Created comprehensive regression test plans to document expected behavior and to categorize test scenarios by criticality
- Created job description and requisition for role of test automation engineer
- Engaged with recruiters to attract candidates and conducted screenings and interviews
- Supervised creation of automated tests achieving 80% code coverage within one year
Quality Assurance Analyst
Booz Allen Hamilton
Charleston, SC
12.2016 - 11.2017
- Engaged in all testing activities including creation and execution of test plans, filing bugs, and assisting with defect triage for both government and commercial contracts
- Automated critical test cases using Gauge to improve speed and quality of releases
- Converted tests from Excel to Zephyr to provide transparent reporting of test results and improve efficiency of test case management
- Reviewed project requirements to identify gaps and help maintain project schedule
- Participated in conversion of legacy application to modern online giving platform
Senior Quality Assurance Analyst
Blackbaud
Charleston, SC
01.2008 - 10.2016
- Collaborated with product owners, UX designers, developers and tech leads to identify and document story requirements
- Developed expertise in multiple product lines including accounting, education administration, and fundraising applications
- Analyzed and tested different builds to identify, record and help resolve bugs
- Wrote comprehensive test plans to ensure thorough feature test coverage
- Created automated test scenarios using SpecFlow/Gherkin to reduce manual regression testing
- Conducted accessibility and compatibility testing to ensure consistent user experience
- Analyzed daily automation results in multiple environments to identify potential bugs
- Trained and mentored new analysts to adhere to QA team standards and expectations
Resource Coordinator
Blackbaud
Charleston, SC
01.2006 - 01.2008
- Managed schedules for regionally based consultants and trainers across multiple product lines
- Coordinated with clients to schedule onsite consulting and training services to reach monthly billable hours goals
- Created consulting and training project plans based on contract scope of work to ensure maximum resource utilization
- Educated clients about benefits of additional professional services to increase services division revenue
Software Maintenance Advisor
Blackbaud
Charleston, SC
01.2004 - 01.2006
- Educated customers about billing and support policies and procedures related to their annual maintenance agreement
- Provided customers with cost effective renewal options to retain recurring maintenance revenue
- Renewed relationships with organizations with lapsed annual maintenance to reinstate maintenance revenue
- Maintained up to date knowledge of product and services to inform customers about benefits of paying annual maintenance
Client Relations Representative
Blackbaud
Charleston, SC
11.2002 - 01.2004
- Liaised with department managers, division leaders and technical experts company wide to investigate and resolve escalated client issues including product, service and delivery concerns
- Wrote correspondence to clients on behalf of executive leadership team to inspire confidence and demonstrate partnership in the conflict resolution process
- Forged and nurtured impactful relationships with customers by delivering exceptional customer service
- Leveraged extensive knowledge of products and services to provide the best solution for each customer's unique experience
Customer Service Representative
Hercules Sealing Products
Clearwater, FL
08.1996 - 11.2002
- Provided excellent customer service by responding to requests, assisting with product selection and processing orders for hydraulic seals and components
- Resolved order discrepancies, shipping delays, and billing problems to maintain strong customer relationships
- Answered customer telephone calls promptly to reduce on-hold wait times
- Investigated and reconciled inventory discrepancies to ensure accurate product availability
- Sourced alternatives for out of stock items to help clients minimize downtime and stay on schedule
Education
Bachelor of Science - Psychology
Clearwater Christian College
Clearwater, FL 09.1996 - 05.2001
Skills
Issues resolution
Negotiation
Goal-oriented execution
Staff Development
Strategic planning
Verbal and written communication
Project Management
Staff Management
Operations management
Certification
AWS Certified Cloud Practitioner
Timeline
AWS Certified Cloud Practitioner
12-2021
Director, Engineering Operations
Atlatl Software / Dopple XR Inc
02.2021 - 01.2022
Quality Assurance Manager
Atlatl Software
06.2018 - 02.2021
Test Automation Program Manager
Atlatl Software
11.2017 - 06.2018
ICAgile Certified Professional
04-2017
Quality Assurance Analyst
Booz Allen Hamilton
12.2016 - 11.2017
Senior Quality Assurance Analyst
Blackbaud
01.2008 - 10.2016
Resource Coordinator
Blackbaud
01.2006 - 01.2008
Software Maintenance Advisor
Blackbaud
01.2004 - 01.2006
Client Relations Representative
Blackbaud
11.2002 - 01.2004
Bachelor of Science - Psychology
Clearwater Christian College
09.1996 - 05.2001
Customer Service Representative
Hercules Sealing Products
08.1996 - 11.2002