Summary

Over 20 years in the high-technology software industry and 16 years of that include: Desktop/ Server PC Repair Technician hardware/software , Technical/ Customer Support Specialist/Help Desk Admin., Network Administrator II and phone/email support

SUMMERY OF QUALIFICATIONS

• Install/deploy Windows based computers.
• Workstation Support / Desktop Support Tier Level 1 and 2
• Install update new applications/patches BIOS flash
• Superior analytical, troubleshooting, end user training and presentation skills.
• Ability to work well with other people in a team oriented environment or autonomously.
• Competent and fair solving customer issues.
• Outstanding phone etiquette, dry but clever sense of humor with quick email response times.
• Possess excellent organizational and oral communication skills.
• Install and maintain network hardware and software.
• Hardware and software troubleshooting on desktop/laptops.
• Troubleshoot network usage and computer peripherals.
• Call Center Operations, Incident Management, TCP/IP, Cisco Hardware Administration, Advanced Networking Skills, Unix/Linux, Adobe Acrobat
• Wireless technologies setting up WiFi routers/networks .

SPECIAL SKILLS

Confidential

Quality Assurance Engineer, QSSI

• Create and execute test cases. During the testing process monitor the system for exceptions and other items requiring post-test attention then uploading to Sharepoint and CALT.
• Performed smoke, user acceptance test UAT , ad-hoc, functionality etc. on each build major, minor and patch releases for SaaS and MMIS based applications.
• Attend project meetings to provide feedback and input for design documents. Serve as liaison between customers and I/S development. Assist customers with questions regarding the testing process, defects, etc.
• Defect tracking via Quality Center, regression testing using Selenium and automation testing using SOAPUI.

Confidential

Quality Assurance Engineer, ITG Dept.

• Perform system testing to ensure that all data processing products and services meet Company quality standards and client requirements. Thoroughly test software to ensure proper operation and freedom from defects.
• Performed integration, regression, smoke, user acceptance test UAT , unit testing, systems testing, etc. on SaaS and Enterprise applications.
• Create system test plans and test cases to ensure system functions perform as required.
• Verify data in XML schemas using AltanovaXML and SQL queries from XML files generated by application GUI input.
• SME/liaison between QA team and QA Automation team by testing in-house automation program and providing feedback for Management, QA, training for team and Automation team.

Confidential

QA Engineer

• Customer Support, QA Engineer IT/Network consultant testing web applications for local startup companies Cloneworks, LLC remedying various PC, internet and home office network issues in and around the greater Emerald Triangle area by installing internal components hard drive, memory, video cards, etc. and reinstalling OS's for those systems infected with invasive viruses.
• BIOS grade 'flashing'

Confidential

Quality Assurance Engineer

• Reconfigure various PC's/Mac's fulfilling test matrices to clients' specifications.
• QA various web, client server and retail applications from a number of different clients to determine product viability and functionality. C , ASP, Flash, Java, XML apps.
• Create duplicate ghost test environments for both PC and Mac.

Confidential

Quality Assurance Engineer, IT Dept.

• QC/QA Black/Grey Box Testing ASP code in Multi-Tier web, Client Side Client/Server environments employing Agile development tactics Extreme Programming XP . Maintained VSS for build integration.
• Tested the e-commerce back end to insure items on the sellers' site correctly performed selected item s as designed. C , ASP, Flash, Java, XML apps.

Confidential

Quality Assurance Engineer, Quality Assurance Dept.

• Help Desk support for field engineers and clients via Remedy, email and phone for irrigation issues.
• Reviewed and updated Help File content development and user requirement specifications, use/install documents for product distribution to field technicians.
• Reconfigure various PC's/Mac's fulfilling test matrices to clients' specifications.
• Build QA test machines troubleshoot irrigation controller and other hardware issues- BIOS flash PDA/Modem and PC's.
• Primary QA Engineer responsible for Black Box testing in Multi-tier web and Client Side Client/Server environments including physical layer products such as PDAs and irrigation controllers.

Confidential

Help Desk/Technical/Customer Support Specialist, IT Dept.

• Help Desk/Customer Support for web based applications supporting mortgage agents across the US. Insured proper training steps, trouble shoot usage issues via phone, email and follow through for issue resolution. I maintained trouble ticket entry and closure for all product lines.
• Resolve issue w/ on line mortgage program with field agents via phone, email or escalate to next level if needed.
• Trouble ticket maintenance for resolution ratio to phone time.

Confidential

Technical Support/Quality Assurance Engineer, Quality Assurance Dept.

• Contracted to resurrect/ re-establish the QA lab by installing and ghosting numerous PC/Mac OS's.
• Black Box test retail products and Client Side Client/Server Enterprise products in Predictive waterfall development environment. Developed test plans, use cases, sign-off sheets and source code archival. Created defect reports and perform regression tests.
• Provide basic Help Desk/Customer service resolutions for clients and internal staff for various product lines via email, bug base and phone.

Confidential

Quality Assurance Engineer, Engineering Dept.

Black Box test a budding artist's portal and gallery site within Client Side Client/Server environment written in Coldfusion, Java . Verify correct links, web content display formats and site navigation flow, Verified source links, HTML links, content, file accessibility and UI functionality.

Confidential

Quality Assurance Engineer, Engineering Dept.

• Contracted to Black Box test in their Multi-Tier web environment utilizing Agile development methodologies XP for post beta production. Verify and regression test any outstanding issues/bugs left undiscovered in their production pre-launch product suite. Documented repeatable bugs and enter them into the in-house bug tracking system.
• Reviewed help documentation content based on product s specifications.
• Rudimentary training in Tcl-Tk, SQL and Perl