SUMMARY:

• Experienced Software Quality Assurance/Engineering professional with rich background in Telecommunications and Networking.

TECHNICAL SKILLS:

• DOS
• Windows 95/98
• Windows NT 4.0 (Workstation and Server)
• Windows 2000 (Workstation and Server) and SCO Unixware 7.0

WORK EXPERIENCE:

Confidential, Confidential, GA

Principal Software Quality Engineer

• Participate in Agile Software Development process by working closely with Product Owners, Developers and QE peers (within and across the scrum teams)
• Lead engineering innovation efforts by researching and implementing new tools and technologies to improve QE efficiency and productivity; identify effective test strategies and socialize them throughout the QE organization
• Contribute to test automation efforts by adopting automated test practices, frameworks, and tools, identifying product areas suitable for automation, providing consulting help for the automation engineers in specific product domains
• Build subject matter expertise in various product domains and utilize this knowledge (along with available metrics data) to provide estimates, identify and mitigate risks, assess product quality and release readiness
• Lead by example: design ‘state of the art’ test plans, test suites, and test cases that exercise and validate product functionality in the most efficient and elegant way
• Champion the process of ‘product quality ownership’: work with the Support Team to gain keen understanding of customer pain points, work with the Product Owners to drive functionality improvements, and demonstrate the value of Test Driven Development
• Architect and implement NM Performance Testing Lab
• Maintain and rearchitect MFT Performance Testing Lab
• Design and maintain automated and manual Performance Test Cases
• Report Performance Testing results regularly to stakeholders
• Maintain QE Lab devices and network
• Assist with identifying new equipment required for future needs
• Maintain QE Labs documentation

Support Engineer

• Provide second - tier service and technical assistance to customers of network management software applications and other Ipswitch employees via telephone and e-mail.
• Develop deep understanding of assigned products and related processes
• Provide technical assistance and customer service to customers and Ipswitch employees via telephone and e-mail by:
• Troubleshooting software issues
• Diagnosing and explaining external hardware and software issues that affect the use and/or configuration of Ipswitch’s Network Management software
• Documenting customer issues, logging steps taken to address them, and recording outcome of interactions with customer
• Using call management and case tracking systems
• Identifying and reporting product defects to product management via a defect tracking application
• Escalating customer issues through Level III Engineers or Support Manager as needed
• Contribute technical articles to the Ipswitch online knowledge base and respond to questions on the Network Management online user forums, as directed
• Provide mentoring to less experienced engineers
• Provide second-tier (escalation) support for customer issues
• Responsible for designing, developing, executing, and maintaining test plans, test cases, and test methodologies that ensure exhaustive testing of all assigned applications.
• Additional responsibilities include: managing defects, generating reports, defining testing strategy, communicating issues, documenting test results, reviewing documentation, and responding to issues from Technical Support.
• Work closely with project team to design and implement solid test coverage
• Design, implement, and maintain complex testing environments
• Plan, develop, and execute system and regression level testing scenarios on multiple platforms.
• Actively participate in sizing and planning exercises
• Accurately estimate tasks and assignments
• Accurately track and report testing progress and daily status
• Provide detailed descriptions of defects in the defect tracking database
• Research and answer escalated issues from Tech Support
• Actively support customers during Technical Preview Programs
• Read and interpret technical materials
• Increase level of knowledge in regard to the product and related technologies.
• Take on special projects (Setting up servers, test data, research, etc.)
• Perform other duties as assigned

Technical Support Analyst

• Manufacturer support (call center) of telecommunications products including digital telephone, VOIP, and 911 PSAP / Enterprise systems.
• Project management of PSAP installation and upgrade.
• Support of Intelligent Service Level Management equipment (Nimbus)
• MIS support for office LAN and WAN including Windows domain admin as well as Linux
• Management of firewall ACLs, as well as troubleshooting corporate VOIP and WAN connections.
• Network Engineering for local office and consultant on corporate network
• Conduct network analysis for IP phone system installation at customer locations

Service Technician

• Installation, maintenance, programming, and repair of Motorola two-way radios, voice systems, data systems, 911 telephone systems, telemetry systems, and VOIP systems.
• Support of current 911 dispatch center technology that includes Windows NT and 2000 networks in single domain environments.
• Regular maintenance and upgrades to Windows NT / 2000 workstations and servers.
• Design and implementation of wired and wireless LAN / WAN.
• Above mentioned duties included the use of DOS, Windows 95/98, Windows NT 4.0 (Workstation and Server), Windows 2000 (Workstation and Server) and SCO Unixware 7.0

Installation Technician

• Installation, maintenance, and repair of Motorola two-way radios.
• Staging, wiring, and programming of Centralink E-911 telephone systems.
• Above mentioned duties included the use of DOS, Windows 3.1, and Zenix.
• Responsible for daily operation of shop in Confidential .