Senior Support Engineer/ QA Tester Resume Seattle, WA - Hire IT People

SUMMARY:

Over 20 years of technical customer service, product support and quality assurance
Areas of experience include Confidential and Microsoft SQL Server databases, Jira, and multiple Unix and Windows OS
Proven track record of analytical and problem - solving skills
Certified Technical Support Professional

EMPLOYMENT HISTORY:

Senior Support Engineer/ QA Tester

Confidential, Seattle, WA

Responsibilities:

Provide tier 2 level technical support to enterprise customers.
Contribute problem resolutions as part of a self-help online system to enhance customer’s knowledge.
Work closely with Development team on reporting product defects and enhancement using bug/issue tracking systems.
Participate in product quality testing activities through Epic, stories and defects in bug/issue tracking systems (Jira) to ensure the products meet high standards.

Senior Product Support Engineer/Trainer

Confidential, Bellevue, WA

Responsibilities:

Participated in pre-product launch activities with Production Quality Assurance team to ensure the products met high standards.
Provided tier 2 level technical support to global customers.
Conducted product demonstrations in various events including user’s conferences and tradeshows.
Developed training materials and trained new support employees on technical support procedures, as well as provided an evaluation to assess junior support members’ performance.

Senior System Engineer

Confidential, Bellevue, WA

Responsibilities:

Provided expertise, support and technical consultation on complex problem resolutions to broad Confidential customers.
Provided installation support, analyzed the results and recommended actions on new projects.
Produced a test case for customer’s problems for the development team.
Designed and implemented a local Confidential webpage.

Pre-Sales Consultant

Confidential

Responsibilities:

Developed a customer database application for marketing department utilizing Confidential products.
Demonstrated Confidential products to customers and prospects in pre-sale activities including local Confidential user’s conferences, trade shows, and promotional seminars.
Implemented a web-based employee staff directory with Confidential programming language.
Developed an internal Confidential scheduling program for the pre-sales department.