IT QUALITY AND CUSTOMER SUPPORT ENGINEER Resume

PROFESSIONAL SUMMARY:

A self - starter with an entrepreneurial spirit and proven success managing multiple projects. Detail driven with outstanding analytical and communication skills and a technical background in quality assurance, customer support and telecom. Experienced liaison between customers, development teams and marketing/sales.

PROFESSIONAL EXPERIENCE:

IT QUALITY AND CUSTOMER SUPPORT ENGINEER

Confidential

Responsibilities:

Defined and implemented the software development QA process of a Windows based application built on a .NET platform and CAD based applications to create a quality department for InspectionXpert that moved it from a startup model to a more repe Confidential ble, predictable development model.
Achieved a 50% improvement in the software release cycle by establishing comprehensive specifications, a quality plan, and test plans including smoke, acceptance, and performance tests for software applications.
Decreased the number of customer reported bugs by 400%.
Defined testing milestones, managed resources across multiple projects, set priorities, identified courses of action, estimated time/resources for executing test plans.
Collaborated with other team leaders to improve the information flow between all teams involved in the software development process.
Performed test suites, reported bugs and tracked their process through the bug tracking system for both the national and international markets.
Provided first line support for InspectionXpert products including both standalone and CAD integrated products which includes next step to recovery and assignment of third party resources.
Planned and executed the verification of medical chart software at Medic Computer Systems for distribution to customers.
Tested four new versions of software composing of approximately 30 features each.
Prime technical support for Confidential Networks Confidential, Confidential, and Confidential accounts to resolve customer issues for the DMS-100 voice switch with an emphasis on customer satisfaction. Included supporting and troubleshooting all hardware, firmware, and software components within the Confidential product line.
Planned and executed the verification of connectivity, sanity, and system functionality of an ISDN network and of the DMS-100 voice switch for software distribution to customers. Managed project, vendor interactions, test plans, and validations.
Designed, built, tested, installed, and commissioned customer specific packet switched networks and network management systems for telephone companies and private businesses. Coordinated with customers and field engineers.

MATHEMATICS TUTOR

Confidential

Responsibilities:

Teach all levels of mathematics including Algebra II, Trigonometry, and Pre-Calculus, to high school, middle school and elementary students on an individual basis.
Taught over 75 students with the majority raising their scores by a minimum of two letter grades.

FOUNDING TREASURER

Confidential

Responsibilities:

Established a non-profit corporation with the federal and state governments. Filed all required paperwork for corporation establishment, non-profit status, charitable licenses to solicit, etc.
Managed full responsibility for all accounting and financial functions.
Developed a three year operating budget for the chapter.
Prepared and presented monthly financial reports to the board and general .

MARKETING ENGINEER

Confidential

Responsibilities:

Provided product communication and technical marketing for the Digital Multiplex Network Telephone Switching System (DMS-100) switch management product portfolio.
Maximized penetration, visibility, and knowledge of the switch management products and services globally, across product lines, and throughout the customer base increasing market awareness with both external and internal customers.

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