Jody K.

Clifton
(831) 601-9057 jc10d49be@westpost.net
CAREER OBJECTIVE
A leadership position with responsibility for quality, project definition, team
building, and managing multidisciplinary teams to assure timely, accurate, and u
nder budget completion of deliverables.
QUALIFICATIONS
Over 15 years of management experience in the fields of quality assurance, techn
ical support and technical services. Strengths include:
Strong leadership and team building skills
Personnel hiring and training
Budgeting and planning
Motivating and growing staff
Project management
Detail oriented
Counseling people
Strong technical problem solving
Excellent communication skills with people at all levels
Detailed metrics
PROFESSIONAL EXPERIENCE
Pacific Metrics Corporation, Monterey, CA 2009 - Present
Pacific Metrics provides psychometric software, research and technical services
for K-12 large scale assessments as well as online test development, delivery an
d administration.
Technology Quality Assurance Analyst
* Reviews all documentation, (i.e. requirements, user's guide, FAQ's, online hel
p, etc.) for accuracy and completeness.
* Develops, maintains and uses test case management and automated testing tools.
* Establishes, maintains and executes test plans.
* Provides training to our customers and Help Desk support.
* Tracks test status, evaluates defects, and provides written reports to project
team members.
* Authorizes final release of software to clients and customers.
* Communicates QA status and issues with customers and senior management.
* Plans and executes tests to meet project deadlines and documented test results
.
* Provides QA Management support as needed by participating in the reviewing and
defining of project schedules and requirements. Also, assigns resources, inves
tigates and resolves priority issues.
* Contributes to design and/or specification reviews to ensure quality issues ar
e addressed early in the process. Provides cost and time saving solutions and e
nsures customer satisfaction.
* Participates in the proposal process by providing input for the Quality Assura
nce.
CTB McGraw-Hill, Monterey, California 1999 - 2008
Quality Assurance Manager
Managed the Front-End Quality Assurance Group of 12 regular employees plus 25 co
ntractors responsible for applications used for scoring of educational testing m
aterials with state-based educational institutions, both domestic and internatio
nal.
* Managed the Front-End Quality Assurance Group of 12 regular employees plus 25
contractors responsible for applications used for scoring of educational testing
 materials with state-based educational institutions, both domestic and internat
ional. Delivered successful projects to many institutions, including: Colorado
Dept. of Education, Wisconsin Dept. of Education, Qatar Dept. of Education, Indi
ana Dept. of Education, Florida Dept. of Education, New York Dept. of Education,
and California Dept. of Education.
* Implemented new policies and processes that streamlined and improved the quali
ty of work, released 98% of the projects on time and under budget. Managed as ma
ny as 10 projects at one time.
* Implemented new release management process which provided major savings to the
corporation and reduced rework. Set up portal to track software releases and d
ocumentation.
* Developed and implemented a configuration management process as our software w
as deployed in 7 different sites nationwide. This provided tremendous cost savi
ngs to the organization.
* Created and utilized scripts that validated that the correct software was inst
alled. All software was stored in Visual Source Safe.
* Documented and communicated actual deployments of individual software items ac
ross all environments.
* Coordinated effectively with multiple project teams and functional departments
in the execution of the Configuration Management solution.
* Implemented Winrunner and Rational Robot testing for some black box testing an
d introduced Loadrunner performance testing to measure response time on distribu
ted handscoring processes.
* Worked towards departmental Six Sigma certification by documenting all process
es and eliminating non-value added tasks. Team was ahead of other departments.
* Scheduled resources and provided reliable durations and delivery dates and bud
gets based on a very dynamic project load.
* Trained Customer Service and Technical Support on applications introduced for
production use.
* Contributed to design and/or specification reviews to ensure quality issues we
re addressed early in the process. Provided many solutions that development imp
lemented, saving significant cost and time.
* Selected, trained, and managed offshore (India) resources to perform software
testing.
Quality Assurance Engineer 1998 - 1999
Performed black box and automation testing on Scanning, Winscore, and Electronic
Handscoring applications. Did database validation through queries.
* Reviewed and provided feedback on all project requirements.
Aladdin Systems, Watsonville, California 1997 - 1998
Quality Assurance Engineer
Responsible for software testing Flashback Windows and Deluxe Stuffit MAC applic
ations on MAC and Windows platforms. Wrote up software bug reports in FileMaker
* Performed localization testing of English, French, German, and Kanji versions
of FlashBack on Windows 3.1 and 95.
* Signed off and tested Alpha, Beta, Final and Gold Masters; developed acceptanc
e test plans, test matrices, and project time estimates.
DeltaPoint Software, Monterey, California 1996 - 1997
Technical Support Manager
Managed Technical Services Department, providing direct technical support for pr
oprietary technical and business applications. Supervised one support person, m
anaging a daily backlog of 250 calls.
* Hired additional support representatives, eliminating backlog and dramatically
improving morale of customers and employees in less than four months.
* Automated key processes, streamlining call handling and improving productivity
of support team.
* Investigated and implemented paid support plan and a FAQ section on our websit
e.
Integrated Systems, Monterey, California 1994-1996
Technical Support Manager
Responsible for setting up the Monterey site including facilities, and managing
the Technical Services Department for FlexOS.
* Selected site to support Monterey business operations including staff of 15, s
erver systems, data and telephone systems.
* Managed FlexOS maintenance projects that involved engineers and consultants, l
ocal and in Japan.
* As acting FlexOS Product Manager, released more than 16 Nihongo FlexOS product
s, including creating bills of materials, assigning part numbers, designing cove
r pages, and creating copyright pages, cover letters, and release notes.
* Arranged and organized training for customers. Revised and implemented new Su
pport and Maintenance Agreements.
Novell/Digitial Research, Monterey, California 1991-1994
Technical Services Manager
Managed department of 28 to 45 with over 10,000 calls backlogged and extreme cha
os.
* Eliminated call backlog within six months and established orderly business pro
cess.
* Managed $4 M departmental budget, and ranked best in Services Division for var
iances.
* Investigated, implemented and managed Automatic Call Distribution System, FaxB
ack System, and a bulletin board system (BBS), leading to broader acceptance acr
oss corporation.
* Achieved PC Magazine's Best Support Award for the Technical Services Departmen
t in June of 1994, winning over Microsoft and IBM. Earned recognition as Employ
ee of the Year in 1992.
OTHER PROFESSIONAL EXPERIENCE
Positions as a Customer Services Manager, Sales Representative, Asst. Manager of
Technical Services, and Technical Support Representative at various software co
mpanies.

TECHNICAL SKILLS
Systems: IBM PC's and compatibles, MacIntosh's, DEC VAX, UNIX Workstations
Environments: MS/PC DOS, Novell DOS, FlexOS, Solaris UNIX, Windows NT/95/98/200
0/XP/Vista/7, Apple System 8.x, 9.x, and 10.x
Software: Norton Utilities, Microsoft Project, Microsoft Office, Filemaker Pro;
Borland C++, Microsoft Powerpoint, Php MyAdmin, My SQL, Visio, Oracle, Scitor
PS/8, Araxis Merge, Acrobat Distiller, Professional, and Reader, Internet Explor
er, Rational Suite of tools, Mercury Winrunner, Loadrunner, and Test Director,
Seapine Test Track Suite (Requirements and Test Case Manager)
EDUCATION
Business and Technology Degree, Warren Technical School, Golden Colorado.
Professional Certifications: Novell's Management and Supervisory Corporation spo
nsored training program in management and technology; McGraw-Hill's management p
rogram
Professional Classes: Software Test Automation Design, Oracle Database Programmi
ng for Application Developers, and Software Quality Assurance and Testing. Unive
rsity of California Santa Cruz.
C++ programming, Monterey Peninsula College, Monterey, CA.