SUMMARY

• Extensive hands on experience using several SaaS products - Workday, GoToMeeting, Salesforce, WebEx, Google Drive and JIRA.
• Experienced in wired and wireless network technologies with focus on Wi-Fi network s, QA and customer escalations.
• Provided 24/7 on-call support on a rotational basis which included troubleshooting real-time production issues, resolving production support tickets based on severity levels and maintaining logs for future reference.
• Well acquainted with the Software Development Life Cycle (SDLC) and Software Test Life Cycle (STLC)
• Possess excellent troubleshooting, analytical, communication, and management skills
• Fast learner and self-motivated with the ability to handle multiple tasks.

TECHNICAL SKILLS

Platform/OS: MS Office Suite, Windows 7/Vista/XP, Mac IOS, Linux.

Network Tools: Ethereal, Bugzilla, Wireshark.

CRM Tools: Salesforce, Parature, Confluence, JIRA, Workday, GoToMeeting, WebEx.

Languages: HTML, Tcl, Perl, Python.

Network Hardware: Cisco Routers (1700, 1800, 7600), Cisco switches (Catalyst 1900, 2900, 2500), Cisco PIX 506E.

PROFESSIONAL EXPERIENCE

Confidential, Campbell, CA

QA Support Engineer

Responsibilities:

• As part of escalation team, QA responsibilities include recreating customer escalated defects, debug and analyze the issue and work closely with developers for best deliverables.
• Serve as primary point of contact for the Level 1 and 2 support team helping to identify, troubleshooting, and resolving customer escalated product issues.
• Help replicate and identify customer connectivity issues and document problems and causes to help QA resolve the bugs.
• Provided support on occasional basis which included troubleshooting real-time production issues, resolving production tickets based on severity levels and maintaining logs for future reference.
• Help execute and implement automated test plans, test cases and scripts to identify and document problems and causes.
• User acceptance testing, manual testing, desktop apps testing, feature testing responsibilities.
• Troubleshoot, analyze and isolate defects and report them to the bug tracking database used (JIRA).
• Maintain weekly meetings with engineering for bug status report and verification of fixes.
• Weekly meetings with engineering to help prioritize and resolve the bugs logged.
• Author knowledgebase articles as and when new features are tested and verified.
• Technical point of contact for product defects reported by customer for the support team.

Confidential, Santa Clara, CA

Network Support Engineer

Responsibilities:

• Resolve all technical issues associated with general user operation and administration of WhiteHat Sentinel Service by identifying and reproducing all customer issues.
• Generate different traffic types using tools (Ixia, iperf, VLC).to validate fixes and for regression cycles.
• Functional testing, Regression testing, and system test, User acceptance testing and defect tracking responsibilities.
• Develop a plan of action working with the customer to fully deploy the purchased WHS solution. Includes defining tasks, roles/responsibilities, timelines, and definition of success.
• Was promoted to Level II satellite configuration and deliverables after less than a year, was the sole point of contact for support team on satellite appliance connectivity issues.
• Driving and own complex issues with customer support team to diagnose and resolve appliance connectivity issues.
• Identify, design, reproduce and document bugs using JIRA.
• Act as liaison between the Support, engineering and Product Management teams.
• Lead the bug analysis report between the PM and Engineering team weekly.
• Maintained bug status reports and drove to resolution including verification of fixes.
• Author knowledge-based articles with new features launched.
• Effectively use Wireshark, VMware and Ethereal to diagnose network issues.

Confidential, San Jose, CA

Network Test Intern

Responsibilities:

• Responsible for regression testing, identifying and logging complex network defects and reporting to senior network testing engineer.
• Rebuilt /upgraded obsolete SUP2 modules with current operating code, updated configuration and memory.
• Worked with the CRS, GSR and 7600 series of routers.
• Executed test cases including slight modification of test scripts in Perl during regression testing.
• Summarized and presented the test results to project management team every week.
• Collaborated with the development team in India to resolve issues found posttest execution.
• Maintained bug status reports and drove to resolution for bug fixes and verification during meetings with the Engineering team.
• Used the Cisco DDTS bug tracking system to report and track bugs.

Confidential, San Jose, CA

Provisioning Test Engineer

Responsibilities:

• Configure third party OEM hardware to a baseline configuration utilizing Tera Term, TFTP, BootP batch scripts.
• Involved in working with Network Engineering staff for Network equipment testing and troubleshooting.
• Responsible for executing test plans and debugging network issues.
• Responsible for developing network equipment functional manuals and documentation.
• Identify defects in the testing process; develop the corrective action to be incorporated into the new test requirements.
• Provide bi-weekly status updates to VP of Network Engineering.
• Handled responsibilities of testing different switches and routers as well as investigating test failures.