Lead Quality Assurance EngineerÂ Resume Englewood, CO - Hire IT People

SUMMARY:

Conscientious Technical Support Engineer with over 25 years of experience in computer and telecommunications systems. Expertise in all phases of telecommunications support, processing and technical support.
Focus on process improvement, quality and meeting company goals and objectives.
VOIP / Softswitch /SBC Support Solaris / UNIX Support
IP network Cisco / Riverstone support IVR Support Interactive Voice Response
Software Application Support IVR Vendor Support/Management
QA ALM testing IVR code changes - DTMF and Nuance VOIP/SIP/SS7

PROFESSIONAL EXPERIENCE:

Confidential

Lead Quality Assurance Engineer

Responsibilities:

Design, write and execute IVR software test cases for Finance Management Group IVR migration project.
Use HP Application Lifecycle Management 12 (Quality Center) to test financial IVR code for credit card and EFT payment and portfolio management software.
Testing included XML, VXML and HTTP protocol test cases on Sybase database platform.
Test cases were both DTMF and Nuance voice testing.
Provide software audit data and application performance monitoring reports.

Confidential

Technical Support Engineer

Responsibilities:

Support customers voice services - VOIP, SIP, SS7, Sonus softswitch and SBCs, using CDRgit, Empirix Hammer test system, Neustar (NPAC), and SalesForce.

Confidential

Quality Assurance Engineer

Responsibilities:

Write and execute IVR software test cases for Avaya IVR migration project.
Use HP Application Lifecycle Management (Quality Center) to test financial IVR code for credit card and EFT payment via IBM authorization platform.
Testing included XML, VXML and HTTP protocol test cases.

Confidential

Provisioning Engineer

Responsibilities:

Sonus softswitch/SBC, Broadsoft, Adtran and Genband provisioning.
Provision customer voice and data configurations for T1 Voice, SIP, VOIP, ISDN, PRI, CAS, IP PRI Trunks.

Confidential, Englewood, CO

Engineer II

Responsibilities:

Provide technical support of Confidential Digital Voice (CDV) IP voice over Cable Monitor all production application servers, data bases, network connectivity, GUI interfaces and VPN / load balancer connectivity to ensure customer quality service Monitoring tools include Spectrum application manager, application emails and user emails.
Researched digital voice service outages and resolved, support provisioning efforts for telephony customers, telephone number porting from NPAC and billing system interfaces Troubleshooting tools include Wily Intrascope, Oracle SQL Developer and Remedy Trouble Ticket System.
Provide root cause reports to management on a timely basis Support web logic applications for Confidential Digital Voice - service provisioning and activation applications Managed OrderPath application to allow TN activations from NPAC to and from ILECs Lead Point of Contact for Voxeo Installers IVR platform
Trained field managers and field techs to insure proper use of Installer IVR platform.
Manage IVR Vendor to provide technical specifications for installer IVR application for new functionality
Provided detailed call flows for new IVR menu options and provided technical specifications to developers.
Wrote test scripts for QA testing of new IVR menus.
Worked with QA to resolve failures of code identified by QA testing.
Worked with vendor developer to resolve QA tickets to QA test team satisfaction.
Manage and resolve IVR outage situations.
Maintained SQL Data bases for reporting field installers customer installations requirements.

Confidential, Longmont, CO

System Admin II

Responsibilities:

Worked in E-911 Wireless Tech Ops group and provided support to wireless providers
Provide data base support, SS7 network support, Tandem system support, and UNIX support, troubleshooting and data provisioning for wireless switches

Confidential, Denver, CO

Lead Technical Support Engineer

Responsibilities:

Tier 3 Technical support of Sonus Next Generation VOIP soft Switches.
Supported migration from Nortel long distance platform to Sonus VOIP platform.
Support of Riverstone Switch/Routers, Sun Solaris platforms (Netra) and Sage test platforms (SCO Unix).
Provided Tier III vendor interface and escalation to resolve complex technical problems in VOIP long distance network

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Lead Quality Assurance EngineerÂ Resume

Englewood, CO

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