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Winter Springs, FL 32708

Phone: 407-230-0533 Email: Louise.Elaine.Osborne@gmail.com


Solution-oriented professional with a dedicated career building best-in-class applications development and
quality assurance organizations to meet evolving business, market, and customer needs.

Skilled in partnering with global stakeholders, management and teams to guide the appropriate and on-time
design, development, testing, enhancement and support of key systems, applications and products of
technology projects in telecommunications, broadband and digital payments.

A change agent with can-do attitude skilled in building, integrating, optimizing and expanding teams,
systems, services and processes to reduce costs, enhance efficiency, maximize quality, and increase customer


Strategic & Operational Planning

Software Development Life Cycle (SDLC) using Waterfall and Agile methodologies
QA Strategy, Definition & Execution
Writing & using Test plans, Use cases, Test cases and Test scripts using ALM & QC
Manual web & background application testing
Project / Program Planning & Management
New Product & Service Business Analysis through Launch
Global Team Development & Leadership
Blended Onshore/Offshore Delivery Model
Processes, Procedures & Standards Design
Customer, Partner & Business Relations

Lockheed Martin Orlando, FL
(February 2015 April 2015)
Contractor on-site SENIOR TEST ENGINEER
Supported the Joint Strike Fighter (JSF) Autonomic Logistics Information Systems (ALIS) F-35 System
Integration, Verification and Deployment (SIVD) Life Limited Parts Management (LLPM) agile project.
As a hands-on tester, ensured use cases complied with template format and verified all capabilities and
requirements were met. Updated and executed Use Cases for the new release. Executed Test Plans from the
previous release. Addressed open issues, concerns and defects.
Attended daily scrum team meetings and provided daily detailed status report.
Technologies/Applications: Web Gui, Client/Server, Oracle SQL, Jira.
Frontier Communications Allen, TX
(March, 2014 August, 2014)
Contractor on-site - SYSTEM TEST LEAD of 8 testers
As the Connecticut AT&T Conversion Wholesale System Test (WST) Lead agile project, managed the ASR and
LSR manual test teams. Finalized the necessary resources, provided day-to-day management of testers,
addressed open issues, concerns and defects, and met the project deadlines.
As WST Test Project Manager, provided weekly detailed status reports, daily metrics compared against the
project plan and updated project plans published to the Test Manager and Release Management Teams.
Technologies/Applications: Metasolv (M6) ASR, Synchonoss (VFO), DPI LSR, Web Gui, Client/Server,
Mainframe, Oracle SQL, ALM, XML.
PriceWaterhouseCoopers (PwC), Tampa, FL
(Oct, 2013 February, 2014)
Contractor on-site - QA TEST LEAD of 6 testers
As the IGCS Tax QA Test Lead on 4 agile projects, contributed requests for modifications of business
requirements as testable requirements. Defined an effective staffing plan by generating acceptable estimates,
identifying the necessary resources and meeting the project deadlines based on development deliveries.

As needed, hands on manual test execution of manual test scripts created in Test Manager, tracked each step
through execution and identified defects in Visual Studio. Defects were created, managed and reported.
Technologies/Applications: Enhanced financial tax applications for international market SharePoint,
Microsoft Test Manager, Visual Studio, Oracle SQL, XML.

American Express/Serve St. Petersburg, FL

(November, 2011 April, 2013)
Employee - QUALITY ASSURANCE MANAGER of 12 testers
Managed the Test Script Development, Test Execution, QA Process/Procedure and Test Automation teams.
As the primary contact from QA for each Business Vertical, reviewed submitted projects per release, generated
high-level estimates plus projected timeline of all QA tasks.
Managed an existing small Test Automation Team. After a review of their current processes, the infrastructure
code was redesigned to better address reusability across similar transactions. The current manual test scripts
were separated out by main business functionality. Prioritization was used to identify the quickest impact to
locate defects in the parts of the application that were used the most or were error prone. This work was done
using Visual Studio. These tests were run daily in the production environment to make sure all interface
connectivity was working correctly. These tests were also run after System Test received a new build.
Lead day-to-day management of QA Project manual testers, with a maximum of 20 resources for a large
project. Addressed open issues, concerns and defects. Provided weekly detailed status reports compared
current status against the project plan and updated project plans accordingly. Generated daily metrics
published to the Test Directors, Release Management, Project Management Office, Development Teams and
Business Verticals.
As QA Project Manager created and tracked a detailed project plan for the QA phase of the many Serve
enhancement projects. Tracked each task and met the project and release timeline. Reviewed all the QA
artifacts with the business and development teams while validated requirements traceability to the test plan
and each test suite.
As needed, hands on test execution of manual test scripts created in Microsoft Excel or Word, later translated to
Quality Center. This included mobile testing. Tracked each step through execution and identified defects.
Defects were created, managed and reported using Jira and then TFS.
Technologies/Applications: SERVE web and mobile applications, client/server, Oracle, Quality Center, Visual
Studio, Jira, TFS, Toad, XML
Frontier Communications - Rochester, NY
(February, 2011 October, 2011)
Contractor on-site - SYSTEM TEST LEAD of 6 testers
As the Conversion Gap Wholesale System Test (WST) Lead, managed the ASR and LSR test teams. Finalized
an effective staffing plan, generated acceptable estimates, identified the necessary resources, and provided dayto-day management of testers. Addressed open issues, concerns and defects and met the project deadlines.
As WST Project Manager, provided weekly detailed status reports, daily metrics compared against the project
plan and updated project plans published to the Test Manager and Release Management Team.
Technologies/Applications: Metasolv (M6) ASR, Synchonoss (VFO), DPI LSR, Web Gui, Client/Server,
Mainframe, Oracle SQL
CenturyLink Group Monroe LA

(January, 2009 January, 2011)

As a Project Manager, finalized the structure and vision for the two-month old Test Automation team.
Defined a clear and concise business plan, identified necessary resource allocations. Measured and reported on
weekly and quarterly status with metrics to the QA Director. Assisted with the prioritization of the application
classes and functionality to be developed first. These tests were also run after System Test received a new build.
The TA construction and execution was managed through another team and manager.
As a hands-on manual System Tester, evaluated requirements, created detailed test cases, executed those test
cases and tracked defects using HP Quality Center. This testing covered 4 product releases and 350 test cases.
Technologies/Applications: Amdocs Ensemble, Martens, Avantx, CRM, BE Web, SMT, client/server,
mainframe, oracle SQL, XML

Convergys Corporation Lake Mary, FL


(January, 2007 to December, 2008)

Provided financial and procedural accountability for expanding Global Quality Assurance team across three
continents; introduced and evangelized testing services to sales, internal divisions, and clients, and guided the full
testing life cycle of core products and custom solutions. Global responsibility for entire $6 million budget within
the Global Solutions Center comprised of 240 resources through 3 Directors. Directly accountable for 70 team
members with 5 managers in the United States, Brazil, UK and India.

Successfully expanded the Testing Center of Excellence by providing an integrated testing organization
across company divisions, utilized blended onshore/offshore delivery model.

Enhanced quality assurance test processes, procedures and best practices (End-to-End, CMMI), enhanced the
on-time and within budget delivery of high-quality products while reduced the number of trouble reports
during production.

Drove the establishment of clear testing roadmaps with each customer, enhanced overall value of QA
organization while facilitated the capture of new integration, interfacing, user acceptance, implementation, and
product validation testing programs.

The majority of the 38 customers tested were for wireless applications. The others were for cable. Managed a
performance test team on AS400 for ICOMS to identify any problem areas and create defects, then retest to the
requirements, fixed defects and generated a detail report for the customers.

Majority of testing was manual test cases plus a small automation test team that was in its infancy. The
automation tests included a home-grown infrastructure and application test cases. No product tool was used.
Prioritized the application functionality to be developed first. These tests were run after System Test received a
new build. The Automation Manager and I put together a spreadsheet formula to generate the number of times
these tests needed to be executed in order to get a Return on the Investment (ROI). These test cases were going
to be executable as Regression tests as their highest priority.

Convergys Corporation Lake Mary, FL


(February, 2002 to December, 2006)

Provided leadership efforts to develop and launch new fully integrated, component-based customer care and
billing wireless, wireline and cable product offerings, utilizing client/server, C++, Java, UNIX and Oracle
technologies. Scope of responsibility spanned the entire software development life cycle, team leadership, issue
and change management, program planning and monitoring, as well as partner and customer relationships.

Successfully defined and created a wireless extension development organization to accelerate the
customization of billing product from newly acquired organization for the wireless industry. Collaborated
with product management to define features and validate requirements for new product to meet wireless
customer and market needs.

Led team in design, customized enhancement and maintenance scripts and components for installation of
product at client sites.

Managed (interviewed, hired, mentored, performance reviews) and coordinated efforts (project
management, task priorities balanced with customer needs) of three platform, installation and wireless
development teams, comprised of 28 globally dispersed developers and 3 Application Managers, utilizing
blended onshore/offshore delivery model.

Convergys Corporation Lake Mary, FL

(April, 1986 to January, 2002)
Built and led dedicated teams in the full SDLC: requirements, design, development, unit testing, integration
testing, implementation, production support and new enhancements.

Supported the message processing subsystem for newly developed product to ensure optimal integration
and information access.

Interfaced with customers identifying and integrating advanced functionality into core product to meet
evolving wireless market needs. Directed aspects of multiple, simultaneous product customization, and
enhancement, upgrade, and optimization projects.

Managed team of 32 developers supporting 14 clients.


Created and managed project plans with Microsoft Project.

escalation as necessary.

Provided weekly status reporting and

2015 Currently pursuing PMP Certification
2008 Completed numerous technical, project management, financial management, and leadership courses
sponsored by Convergys Corporation
1998 George Washington University, Masters Certificate in Project Management
1986 Valencia Community College, Business
1974 Columbus Technical Institute, Business