OBJECTIVE

An experienced technical support and quality assurance professional is looking to work in a challenging environment where he can use his analytical skills to help your company and customers grow.

EXPERIENCE

Help Desk Manager / QA Analyst

Confidential

• Managed development and QA resources for new feature work using SharePoint and Microsoft Project..
• Managed support tickets to completion in accordance with a service level agreement.
• Wrote and executed user acceptance tests for e-commerce websites. Tests where written and managed in MS Excel and maintained in SharePoint.
• Wrote, recorded, maintained and executed automated tests for e-commerce websites using Microsoft Test Lab Manager.
• Smoke testing and content management system testing.
• Provided detailed communications to clients in regards to website maintenance.
• Requirements gathering for new features and functionality.
• Tools and systems used included Windows Server 2008, OnTime, Ektron Content Management, MS Visual Studio 2010, MS SQL Server and SharePoint.
• Managed budgets and estimates for support tickets.
• Provided support and quality assurance metrics from existing reports and modified custom queries from SQL Server for additional reporting.
• Scheduled and tested website deployments to test and live environments.
• Created and maintained customer portal sites for project and ticket management.
• Accessing IIS for restarting services and applications pools for website testing.
• Provided customer support for website management, triaged support requests. Documented trouble shooting steps in a ticket management system.
• Provided support for Ektron Content Management System .

Sr. Software Support Analyst

• Provided support for Enterprise solutions Tomcat web service, Java API, XML troubleshooting for products such as MapXtreme and Envinsa.
• Modified Java applications and XML for testing and troubleshooting issues with geocoding and route requests.
• Provided sample code to customers.
• Responded to incoming customer calls and emails and created support cases.
• Technical document writing training, product defect reports .

Sr. Software Support Analyst

• Provided world class technical support for a vast array of mapping software, data products and solutions for customers in numerous industries including Telecommunications, Mining, Transportation, Insurance, Retail, and Government. As a senior support analyst, I represented a team of support analysts by providing second level support, managing work load, call center metrics and participated in the development life cycle of desktop mapping software and data products.
• Troubleshooting: SQL, database connections, map building and display, printing, digitizing, XML requests, geocoding.
• Provided installation support for complex database driven desktop software and data products.
• Provided support for building and running SQL queries within MapInfo Professional for map building and intelligence gathering. Supported databases included but not limited to SQL Server, Oracle, PostgreSQL and Access.
• QA: Manual regression testing using documented test plans for pre-release builds of desktop software products.
• Supported installation of desktop and server/client software products.
• Product Lead for MapInfo Professional and telecommunications data products.
• Customer training.
• Managed an escalation process for new issues from overseas offices.
• Technical document writing training, product defect reports .
• Provided prioritized defect reports to Product Engineering.
• Provided demos for sales staff and potential customers.
• CRM vendor selection and implementation which included flow charting business processes, requirements gathering, documentation, testing and training. CRM systems included PeopleSoft and SalesForce.
• Provided support related call center reports.
• Administrated Avaya phone system queue management and setup . Developed an intelligent work load matrix based on skill sets and resource availability.
• Wrote and maintained Knowledgebase documents for internal and external use.
• Responded to incoming customer calls and emails and created support cases.
• Experience with Terminal Server and Citrix server concepts.

Customer Service Representative

Confidential

• Answered incoming customer calls and emails for order tracking and product maintenance.
• Maintained shipping reports.
• Generated customer maintenance databases reports.
• Processed returned product.
• Generated license files for software products.
• Provided support and training for team members with the use of new software and hardware.

Production Assistant

Responsibilities as a production clerk included international and domestic shipping of product including large stocking orders for overseas offices, provided freight quotes and shipping reports. Processed shipped orders in financial system QAD . Developed and maintained instruction guides for UPS and FedEx shipping systems. Assembled software and data kits for order fulfillment in a team environment. Produced data products using media duplicators. Oversaw production at external locations. Received incoming deliveries . Warehoused incoming raw materials.

Skills GIS

• MapInfo Professional
• MapMarker
• Vertical Mapper
• TargetPro
• RDBMS
• XML
• SQL
• Windows Server
• Windows XP
• Windows 7

Tools

• CRM
• SharePoint
• Microsoft Project
• Microsoft Office
• Salesforce
• Avaya
• PeopleSoft
• Lotus Notes
• Adobe Photoshop
• Jira
• OnTime
• Ektron CMS

Ticketing Systems

• Salesforce
• OnTime
• PeopleSoft
• Vantive