Antonio Luis Santos

As the Quality Assurance Manager for Digital Billboards, I lead the QA strategy and team development for Bell Canada’s advanced digital signage solutions, ensuring performance, reliability, and stakeholder satisfaction. Beyond ensuring deliverables, I focus on developing future people leaders and well-rounded software professionals, teaching strong technical practices, positive work ethics, and collaborative values.

• Define and execute the QA strategy to uphold company standards and stakeholder expectations for digital billboard technology
• Strengthen quality assurance practices by standardizing code reviews, implementing QA checkpoints, and conducting training sessions, resulting in 20% reduction in production defects
• Manage high-priority escalations and troubleshoot critical issues, ensuring 95% on-time resolution of customer-impacting incidents
• Manage and mentor a cross-functional team of QA engineers and developers, fostering professional growth and leadership skills
• Oversee the end-to-end QA process, from test planning and execution to troubleshooting, defect resolution, and continuous improvement
• Utilize JIRA for Agile project management and Postman for service testing, accelerating testing and validation cycles by 15%
• Collaborate closely with engineering, design, and operations teams to ensure quality-driven product releases
• Conduct audits, root cause analyses, and performance evaluations to identify gaps and implement corrective measures
• Lead integration and deployment validation, ensuring seamless operation and high-quality customer experience
• Establish QA metrics, document test cases, and report progress to align with both technical teams and executive stakeholders

With a strong foundation in software development and QA methodologies, I bring a broad perspective on delivery, team development, and stakeholder trust, ensuring Bell Canada’s digital billboard solutions remain innovative, reliable, and future-ready.

Recognized as a Technical Lead in IBM ODM BRMS (Business Rules Management System), overseeing development, quality, and stakeholder collaboration while mentoring teams and resolving critical escalations.

Lead end-to-end development of IBM ODM BRMS solutions aligned with business and technical requirements

• Act as primary Point of Contact (POC) for ODM, coordinating with stakeholders, onshore managers, and cross-functional teams
  
• Conduct code reviews, quality checks, and training sessions to build team capability and enforce best practices
  
• Manage troubleshooting and high-priority escalations, handling 4–7 critical incidents per month initially and reducing to around 2 per month after six months through process improvements and proactive monitoring
  
• Perform back-end development in Java, integrating with ODM to optimize performance and reliability
  
• Utilize JIRA for Agile project management and Postman for testing and validation of services
  
• Deliver scalable technical solutions while ensuring compliance with functional requirements and customer impact analysis
  
• Support digital initiatives, providing status reporting, quality oversight, and Agile ceremonies leadership

Contributed to the design and development of enterprise applications using IBM ODM BRMS (Business Rules and Events), focusing on translating business requirements into scalable, rules-driven solutions.

• Designed and developed enterprise applications using IBM ODM BRMS, translating business requirements into scalable, rules-driven solutions
  
• Configured business rules and event processing logic to support critical digital initiatives
  
• Collaborated with Bell stakeholders (Virgin Plus and Lucky brands) to capture requirements and ensure alignment
  
• Implemented back-end Java components integrated with ODM for reliable rule execution
  
• Executed functional and system testing, improving system stability and customer experience
  
• Utilized Tealeaf, Postman, SAS, and Adobe Analytics for troubleshooting, analysis, and process improvement
  
• Documented workflows in Confluence and tracked tasks in JIRA under Agile practices
  
• Conducted impact analysis to forecast system and customer effects of rule changes
  
• Handled ~400 tickets per quarter with one other team member, maintaining high productivity
  
• Resolved ~54 defects in 3 months, contributing to improved system stability
  
• Managed troubleshooting and high-priority escalations, handling 4–7 incidents/month initially, reduced to ~2/month after six months

• Trusted technical and process resource for Bell Mobility agents, driving accuracy, efficiency, and consistent service delivery across mobile service operations.
  
• Guided 15–25 agents per batch across 15 batches on complex mobile service inquiries, system workflows, and policy compliance
  
• Delivered coaching and best practices to improve team knowledge, efficiency, and accuracy
  
• Collaborated with cross-functional teams to identify process gaps and optimize workflows
  
• Enhanced customer experience by providing expert guidance and ensuring consistent service quality SME for Bell Mobility Canada