SUMMARY

• Experienced in all phases of product development from requirements, design and documentation through testing, release, deployment and support. Teaming, collaborate work style. Comfortable working with customers and happy to help them. Familiar with many tools and languages common to the linux realm.
• Knows what it takes to get a quality job done and out the door.
• Tenacious problem solver. Proven capability in complex troubleshooting and root cause analysis and resolution, with direct 24/7 tier 4 customer support experience. Committed to customer satisfaction.
• Additional skills and experience include manual & automated testing; producing internal, support - level and user documentation; shell script languages, utilities and techniques; teaching and mentoring.
• Always ready for new challenges.

PROFESSIONAL EXPERIENCE

Confidential , Boulder, CO

QA/Product Intro

Responsibilities:

• Performed QA / product intro and release management converting Windows-based automated key-cutting machine to Linux. Manual testing on complex precision legacy hardware. Quickly learned current product inside and out to guarantee regression and system-level test coverage. Got the product out the door.
• Introduced disciplined software product and project control methodologies adapted for small agile operation. Leveraged my prior experiences to raise product's quality level and greatly reduce high support load.
• Championed use of detailed bug tracking (JIRA) and strict release methodology to achieve field stability and maintainability. Gained buy-in for standard load numbering and field-usable release notes.
• On-call support rotation kept me on top of any field-found problems. Installed first Linux-based product.

Confidential , Denver, CO

Telecom Analyst

Responsibilities:

• Successfully re-administered client's diverse corporate Confidential telecom network, preparing it for consolidation from many call servers down to two, allowing client to save thousands in monthly maintenance fees. “Heads-down” exhaustive analysis of thousands of existing call center routing translations, TFNs, and traffic patterns on live systems. Heavy-duty data gathering and number crunching using Excel, SQL and similar tools.

Confidential , Denver, CO

Software Engineer III

Responsibilities:

• Developed new Call Center features and capabilities on Confidential 's leading communication server product, extending product's lifetime, improving its marketability and desirability. Programmed in "C" and "C++" on commodity hardware running Red Hat Linux.
• Integrated several market-critical customer-requested new call center features into massive legacy code base while preserving existing functionality and performance (CPU, memory usage and realtime response).
• Boosted customer satisfaction and maintained contractual escalation SLA times by developing, testing, documenting and delivering many patches for diverse legacy product field problems.
• Back-ported and regression-tested several newer call center features to older releases, protecting customer investment and growing the customer's perception of product quality and value.

Confidential , Denver, CO

Remote Field Support

Responsibilities:

• Provided 24/7 upper-tier support for Confidential 's premium voicemail product. My unique expertise and experience as product's developer enabled rapid resolution of critical customer escalations, enhancing customer's satisfaction and perception of service quality. Included onsite product installation/update and verification.
• Partnered directly with customers to develop, schedule and deploy numerous custom feature and bug-fix solutions, meeting urgent customer needs and fulfilling contracted SLA times.
• Mentored and educated tier 3 support engineers, deepening their product knowledge, expanding their skill sets and confidence, increasing their problem identification/resolution capability.
• Efforts included creating deep-dive documentation as well as extensive one on one tutoring.

Confidential , Denver, CO

Tier IV Software Engineer

Responsibilities:

• Directly supported voicemail product I had developed, responding 24/7 to critical customer "system-down” problems and executive escalations. Investigated, coded, tested, documented and deployed hundreds of field fixes rapidly and successfully, often under severe time pressures and intense customer scrutiny.
• Created and documented many custom “C”, shell and Perl tools for voicemail database access and report generation in direct response to customer and field support requests, winning sales and customer loyalty while improving product supportability (many tools still in use today).
• Developed and provided training and documentation for in-country and offshore field support and development level personnel, enhancing product supportability and problem resolution success rate.

Confidential / Lucent / Confidential , Denver, CO

Member, Technical Staff 

Responsibilities:

• De-coupled Audix® application software from custom Confidential -only hardware, enabling voicemail to run on commodity platform. Opened up product to thousands of new non- Confidential customers while dramatically cutting COGS and allowing product to gracefully and inexpensively evolve with new market technology.
• Developed all-new automated software installation, upgrade and patching suite for voicemail application server (still in use today). Greatly cut support costs and reduced operator errors while boosting customer's confidence in a successful upgrade outcome.
• Coded in C, C++ and shell utilities in a SCO Unixware and Red Hat Linux environment.

TECHNICAL SKILLSLanguages: Expert command of "C " & Unix/Linux tools (bash, awk, grep, sed, others). Familiar with C++, various debuggers, TCP/IP usage; some perl, java, python. 

Platforms: Many flavors of Unix/Linux on proprietary and commodity hardware. Familiar with both "Waterfall" and "Agile" development methodologies, ISO 900x, JIRA and similar tools