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Hickson Mictas

402 Mount Hood Parkdale, Waterbury LA 37201

  Email:  mictas.hick3021@yahoo.com

IT Applications Development & Quality Assurance

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.

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 satisfaction.

Strong presenter, negotiator and communicator able to forge solid relationships with teams, business, leadership and partners, and build consensus across multiple organizational levels.

Core Competencies

·          Strategic & Operational Planning ·          Software Development Life Cycle (SDLC) ·          QA Strategy, Definition & Execution ·          Project / Program Planning & Management ·          New Product & Service Launch

·          Global Team Development & Leadership ·          Blended Onshore/Offshore Delivery Model ·          Processes, Procedures & Standards Design ·          Customer, Partner & Business Relations

Professional Experience

FRONTIER COMMUNICATONS through ProCom – Rochester, NY (February, 2011 – current)

Working as a System Test Team Lead on a conversion project at Frontier Communications, one of the nation's largest independent providers of telecommunications services.  Contributing to raising the quality-level of the testing for wholesale application enhancements. 

• Creating and tracking a detailed project plan for the System Test phase of the Wholesale projects.  This involved finalizing an effective staffing plan along with generating acceptable estimates and identifying the necessary resources to meet the project timeline.
• Day-to-day management of testers, addressing open issues/concerns, providing weekly status reports and updated project plans to the Test Manager and then on to the PMO.

CENTURYLINK through Fenway Group – Monroe, LA  (January, 2009 – January, 2011)

Worked as a Quality Assurance Consultant at CenturyLink, a leading provider of high-quality broadband, entertainment and voice services, headquartered in Monroe, Louisiana.  Contributed to raising the quality-level of the testing for customer care and billing applications.  This involved developing and working the plan for expanding the quality footprint for the Testing organization, implementing more detailed and thorough planning along with more effective execution statistics. 

• As a Project Manager, responsible for finalizing the structure and vision for the new Test Automation team.  This involved building a business plan, identifying necessary resource allocations in order to meet the goals for 2009-2010, scheduling and leading the TA team and project meetings, measuring and reporting on weekly and quarterly status and metrics.
• As a hands-on System Tester, responsible for evaluating requirements, writing detailed test cases, executing those test cases and tracking defects using HP Quality Center.  This testing covered 4 product releases and 350 test cases.

CONVERGYS CORPORATION – Lake Mary, FL (April, 1986- December, 2008)

Built a record of achievements through a series of increasingly responsible positions for this global leader.  Began as a programmer and progressed through every role of the SDLC, promoted into management and executive leadership.  Contributed to projects that provided information management, relationship management, customer management and human resource management solutions; consulting, professional and billing services; and multi-channel technology solutions to clients.

·         Spearheaded the continual design and further launching of the Testing Center of Excellence for internal product groups and subsequently as a service to external clients, reducing costs and delivering a new revenue stream.

·         Contributed to the design and launch of next-generation customer care and billing products utilizing a modularized component approach, facilitating the capture of the global marketplace.

·         Contributed to the redesign of customer care and billing product from COBOL to client/server, C++, Oracle and UNIX technologies; and subsequent migration of GUI front-end (internally developed CRM) to Java technology to capture new mid- and large-sized wireless markets.

·         Pivotal role in building dedicated Help Desk Organization, increasing overall customers’ satisfaction and retention.

QUALITY ASSURANCE / TESTING DIRECTOR (2007 to 2008)

Total accountability for expanding global team across 3 continents; introducing and evangelizing testing services to sales, internal divisions, and clients; and guiding the full life cycle testing of core products and custom solutions. Global responsibility for entire $6 million budget within the Global Solutions Center comprised of more 240 resources through 3 Directors.  Direct accountability for 70 team members through 5 managers in the United States, Brazil and India.

·         Successfully expanded the Testing Center of Excellence providing an integrated testing organization across  company divisions. 

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

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

DIRECTOR OF APPLICATIONS DEVELOPMENT (2003 to 2006)

Drove efforts to develop and launch new fully integrated, component-based customer care (customer/account setup, service order entry/fulfillment) and billing (usage processing, billing, collections) wireless, wireline and cable product offering, 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, and partner and customer relations.

·         Successfully defined and created a wireless extension development organization to accelerate the customization of billing product from newly acquired organization for the wireless industry. Built team of 10, comprised of internal employees and wireless Subject Matter Experts (SMEs) while meeting budgeted headcount across 3 global locations within an aggressive timeline.  Collaborated with product management to define features and validate requirements for new product to meet wireless customer and market needs.

·         Drove the successful design of core platform framework for revenue-generating product to effectively integrate and support all components of new customer care and billing system.  Selected appropriate 3^rd party tools for integration per customer requirements.

·         Led team in designing, customizing, enhancing, and maintaining 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 3 platform, installation and wireless development teams, comprised of 28 globally dispersed developers and 3 Application Managers, utilizing blended onshore/offshore delivery model.

DEVELOPMENT MANAGER / SYSTEMS ENGINEER (1992 to 2002)

Built and led dedicated team in the full SDLC: requirements, design, development, unit testing, integration testing, enhancement and support of message processing subsystem for newly developed product to ensure optimal integration and information access. Interfaced with customers to identify and integrate advanced functionality into core product to meet evolving wireless market needs. Directed aspects of multiple, simultaneous product customization, enhancement, upgrade, and optimization projects. Managed team of 32 Developers supporting 14 clients.  Created and managed project plans with Microsoft Project.  Provided weekly status reporting and escalation as necessary.

·         Managed the design and launch of next-generation message processing subsystem of the customer care and billing product within 2 years, utilizing C++, Oracle and UNIX technologies, facilitating the capture of new wireless markets.

·         Planned and oversaw the deployment of new message processing subsystem for 3 clients. Collaborated with clients to validate requirements; developed and trained data configuration, operations and customers on subsystem usage.  Coordinated efforts of developers, project managers, systems engineers and product managers to customize system to meet each customer’s needs.

·         Oversaw Y2K remediation efforts of product; and guided the redesign of price plan management GUI front-end from C++ to Java technology to allow customers access to key data on-line while reducing costs and enhancing response time.  Created a team of 22 resources made up of java consultants and retrained existing C++ developers on Java technology to support new initiative.

·         Spearheaded the establishment of a dedicated Integration Test team and processes; streamlined and enhanced configuration management procedures, increasing overall performance and quality of subsystem prior to handoff to the QA organization

·         Pivotal role in creating quality assurance test criteria for migrating releases and new functionality from integration to system testing environments, enhancing overall quality of last major release by 25%.

TEAM LEAD / SYTEMS ANALYST / QUALITY ASSURANCE ANALYST / PROGRAMMER (1986 to 1991)

Originally recruited as Programmer and earned 3 promotions within 4 years to oversee the continuous enhancement of customer care and billing systems supporting wireless customers’ outsourced operations.  Collaborated extensively with clients to define needs into system/application requirements and guide the integration of new functionality into systems to automate manual functions and increase efficiency. Oversaw the introduction of best practices to enhance customer satisfaction and retention. Led team of up to 8 in providing optimal support to 4 key clients.

·         Drove the establishment of Help Desk Organization to provide optimal support to clients on all product and service questions, issues, and concerns.

·         Member of team credited with customizing and implementing customer care and billing system for new client.

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