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Quality Assurance Support Engineer Resume

Tinton Falls, NJ

SUMMARY:

Professional analyst with 12 years of experience successful in providing project management and quality assurance testing for mission critical proprietary and integrated software applications

CORE COMPETENCIES

  • Create Test Plans and Test Cases
  • Quality Assurance Testing, Analysis and Certification
  • Training Presentations and Demonstrations
  • Software Release Management
  • Application Software Support
  • Project Management
  • Team Leader
  • Technical Writing and Documentation
  • Collaboration and Liaison with Software Vendors, Application Development and Business Units

CORE SKILLS:

Operating System: Windows Server R2, Solaris 10, MAC 10.1, Windows Desktop 7 - 10

Software: Hyper-V, VMware, MS 2013, Outlook, Exchange, MS-SQL, MS Word, MS-Visio, MS Excel, MS SharePoint, MS PowerPoint, Office 365, SalesForce, ITSM ServiceNow, GBS IQ-Suite, IBM Notes Domino 5-9, DAMO, iNotes, Sametime, QuickR, Skype, Chrome, Internet Explorer, MS Edge, Symantec, Trend Micro, McAfee, Sophos, Cisco WebEx, Cisco VPN, Cisco Communicator, Citrix Goto Meeting, ClearSwift Mailsweeper, Meridius Anti-Spam, IMtegrity, Textpad, Ultraedit, Base64 Utilities, Oracle, KSH, Putty, MFT, JIRA, IIS, .NET, KCS, Adobe Acrobat, FTP/S, SSL, LDAP, Active Directory, Intelliwatch, WhatsUp Gold, DXL(XML)-2-NSF Utilities

Language/Scripts: Notes Formula, LotusScript, Windows Batch Scripting, KSH Scripting

PROFESSIONAL EXPERIENCE:

Confidential, Tinton Falls, NJ

Quality Assurance Support Engineer

Responsibilities:

  • Create test plans and test cases for software fixes, enhancements and new versions using JIRA and MS - Visio
  • Perform testing and analysis of reproduced software issues, fixes and enhancements for certification using SQL and scripts
  • Collaborate with application development, quality assurance teams and software vendors for escalated issues using JIRA
  • Assist global support teams for high priority software issues, production outages and fixes using WebEx and GoTo Meeting
  • Liaison with customers and internal teams concerning software issues, fixes and enhancements using SalesForce and JIRA
  • Installation and administration of testing lab servers, clients, applications and domains using MS-Windows and Lotus Notes
  • Create knowledgebase documentation, awareness bulletins and informational notices using KCS and MS-Word
  • Provide training presentations and demonstrations for internal teams, customers using MS-PowerPoint
  • Create incident trending analysis reports of outstanding requests per global region for management review using MS-Excel
  • Create software release documentation for newly released software patches, enhancements and versions using MS-Word
  • Analysis of system performance metrics to recommend best practices and software up-selling
  • Perform global application support for professional services and sales teams for software implementation and upgrade issues
  • Perform software release management to provide fixes, service packs, enhancements and major versions to global customers
  • Maintain software license data and authorized customer contact information in Salesforce and ITSM ServiceNow
  • Proactively communicate with customers by OutLook, Phone and ITSM ServiceNow to provide status updates and requests
  • Provide analysis and resolution of software issues using server console, logs, memory core dump files and dxl/xml data files
  • Research software issues using internal and vendor knowledgebases, JIRA, SalesForce and ITSM ServiceNow systems
  • Provide 24x7x365 on-call coverage for production outages, critical issues and urgent data conversion requests
  • Administer and support customer accounts for SFTP using Putty and MFT for secure file transfers

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