CORY L.

GEBHART
7209 E. Bayley, Wichita, KS 67207 * 316.687.5874 * cg726aca@westpost.net
QUALITY ASSURANCE MANAGER
IT Management professional with 14 years experience working in fast-paced qualit
y control and technical support environments demanding strong organizational, le
adership, and interpersonal skills. Detail-oriented and resourceful in spearhead
ing, organizing and completing projects. Expert at streamlining operations, inc
reasing efficiency, and improving overall product quality.*
Demonstrated success record in:
Managing, planning, coordinating, and directing quality control programs designe
d to ensure continuous production/service consistent with established standards
Managing the development and analysis of statistical data and specifications to
determine present standards and establish proposed quality and reliability expec
tancy
Formulating and maintaining quality control objectives, and coordinating objecti
ves with production procedures in cooperation with other managers to maximize qu
ality and reliability and to minimize costs
Managing, directly and through intermediate personnel, workers engaged in activi
ties to ensure continuous control over materials, facilities, services, and prod
ucts
Developing and implementing methods and procedures for monitoring work activitie
s in order to inform management of current status or work activities
Planning, promoting, and organizing training activities related to quality and r
eliability
Analyzing and resolving work problems, and assisting employees in solving work p
roblems
Working with senior management and department heads to assess and institute comp
any-wide technical support policies and procedures
Supervising all operations and functions of high-volume help desk operations pro
viding first and second level support for over two dozen individual software pro
ducts
PROFESSIONAL EXPERIENCE
CCH, Incorporated, Wichita, Kansas, 1996 - 2010
Supervisor, Software Quality Assurance/Product Support
Supervised up to 25 on-shore and off-shore personnel utilizing Lean Six Sigma, C
MMI, and Agile methodologies ensuring company quality goals were met while meeti
ng established deadlines
Successfully led first collaborative software development project between Wichit
a and Chicago offices
Selected to supervise company's first commercially released .net software releas
e
Chosen to co-supervise company's first combined quality assurance and phone supp
ort department
Successfully managed only help desk team providing phone, email, and chat suppor
t
Researched, designed, and implemented company's only First Contact Resolution tr
acking system
Successfully implemented new department phone, email, chat, and client web-conne
ction software

COMPUTER SKILLS
Word, Excel, PowerPoint, Outlook, Lotus Notes, PeopleSoft, InstantService, Share
Point
EDUCATION
Bachelor of Science in Business Management, Wichita State University