SUMMARY

• I am currently a L2 Support Engineer for the Confidential . As an L2 Engineer my tasks are to provided QA of the MYCITE app and support.
• QA training is provided through the companies Jira and Bugs, Regression, Smoke testing, User Stories is done through Target Process.
• During my time at Confidential, I have developed an automation script to test the applications back end using Java and Cucumber.
• I also reduce the number dependencies by redeveloping the script in Postman using JavaScript.
• My current project is using a NoSQL database, but do have experience and creating, managing, and querying an SQL database from my college studies. I have experience in creating, managing, and querying SQL, MongoDB, DynamoDB and MySQL databases. QA daily task include iOS app, Android app, and Web app.
• Tools that we use in QA are Charles to capture traffic, Postman to test backend, Google Drive for visuals and redlines, Sheets to document environments information, Slack for daily communication, Robo 3T to connect to the database, XCode to install app on iPhone, ADB in terminal to install Android app.
• Android Studio and XCode for device simulation testing. Web App testing in the browsers Chrome, Firefox, Safari, and IE. Jenkins to get compiled software builds. Confluence to pass on knowledge such as database queries or simple instructions on setting up a database connection.
• GitHub and Jenkins to provided CI/CD for the app. Other than daily task, I have demonstrated my ability to learn things quick and train others on what I have learned. I use logical to break big problems into small problems which makes solving the problem easier.
• I multi - task to complete task quickly. During my downtime, I continue to develop my education in programming. I have taking courses Java, Visual Basic C# with .Net, C#, HTML, CSS, and JavaScript. The courses help me understand object-oriented methodologies and web technologies as I developed my own projects.
• Other than learning new lanagues I have taking courses on SQL, MySQL, and MongoDB which I have created, maintained, and queried my own databases. I am also learning AWS cloud systems and pursing the Associate Level Developer certification.

PROFESSIONAL EXPERIENCE

End User Support Spc.

Confidential, Gainesville, FL

Responsibilities:

• Created new account, reset passwords and configured access for users.
• Created end-user self-service tools and documentation. Troubleshot hardware issues and worked with service providers to facilitate repairs.
• Developed documentation for common processes for both support staff and end-users. Maintained records, logs and the lifecycle of work requests.
• Developed and maintained technical expertise in Windows 10, Surface Pro, Mac OS X, and all Mac hardware.
• Devised workarounds for problems. Maintained a calm, professional demeanor when faced with high demand, high volume workloads.
• Diligently followed up with customers about existing orders. Handled a large volume of phone calls, chat and emails

End User Support Spc.

Confidential, Gainesville, FL

Responsibilities:

• Provided Tier-3 hardware and operating system support for end user computing equipment including workstations, printers, scanners, and mobile devices, clinical and research equipment.
• Provided Tier-2 support for telephone, network, file storage, and audio-visual devices or services.
• Support includes standard configuration and/or troubleshooting steps as documented in process documentation and the knowledgebase.
• Collaborated with Tier-3 support teams as required to resolve complex service disruptions.
• Advised and provided mentoring for Level 1 & 2 technicians. Key contributors for knowledgebase articles related to unit applications, end-user hardware configurations, and diagnostic procedures.
• Utilizes automation technologies such as scripting, templates, and workflows to enhance productivity.

Support Engineer

Confidential, Gainesville, Fl

Responsibilities:

• Answer inbound calls and response to new tickets. Reproduce reported bugs and work with developers to find a solution.
• Smoke test and Regression test new builds. Use target process to create User stories for regression testing.
• Capture each test using gifs and screen shots. Download new builds from Jenkins for iOS and Android.
• Test iOS app, Android app, and Web apps. Provide courteous and professional customer service to our clients. Route bugs to the appropriate team.
• Conducts follow-ups with leads on reported bugs.
• Memorizes and leverages Knowledge Base articles for common answers, and author of new knowledge base articles to assist in future bugs. Reacts quickly, calmly and efficiently during an emergency and works with the team showing a balance of urgency and empathy to implement resolution and/or file appropriate product quality complaints.
• Assist clients with any technical issues experienced with the application or hosting and escalate any issues to management appropriately.
• Perform basic data base queries to investigate bugs. Maintain and update study devices and assist in prepping and shipping as needed. Meet Quality Assurance Requirements and other key performance metrics.