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Quality Assurance Technician Resume Profile

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Hanover, MD

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SUMMARY OF PROFESSIONAL QUALITIES

Strong Leadership and Management Skills Problem Resolution Escalation Customer Focused Detail Oriented Strong Organizational Skills Strong Analytical Skills Telephone Remote Web-based Support Team Oriented Training Experience Dedicated Strong Communication Troubleshooting Skills Flexibility Willingness to Learn

PROFESSIONAL EXPERIENCE

Confidential

Quality Assurance Technician

  • Provide quality assurance for security doors and windows for American Embassies globally in conjunction with the US State Department
  • Ensure quality of all hardware, electronics and dimensions of doors and windows during highly detailed and quantified inspection within guidelines of the US State Department
  • Scan hard copy of inspection data sheets and manage data storage online for backup and recovery
  • Manage soft and hard copies of documentation and quality assurance reports for future retrieval
  • Collaborate to optimize inspection techniques to create efficiency with processes and within the team

Confidential

Technical Support Engineer

  • Provided support to ApplicationXtender document management solution product suite and DiskXtender storage, backup and recovery software
  • Recognized as Knowledge Base Manager who reviewed and edited all KB articles for view by public Knowledge Base in order to share information with technicians, EMC employees and customers
  • Trained and mentored remote technicians located in Canada, Ireland, Brazil and India increasing efficiency and global visibility
  • Collaborated in problem resolution with partners and clients globally
  • Leveraged product and maintenance expectations for company partners and users
  • Created and managed VMware servers for troubleshooting and failover operating systems

Confidential

Technical Support Analyst

  • Provided support to ApplicationXtender document management solution product suite and DiskXtender storage, backup and recovery software
  • Troubleshot Tier 2 issues: critical, complex, and escalated problems
  • Trained hew hires, mentored and assisted Tier 1 technicians
  • Collaborated with Product Development and Product Managers
  • Assisted in roll out of Knowledge Base initiative which sought to diffuse all technical knowledge and software discrepancies to expand company-wide knowledge

Confidential

Technical Support Analyst

  • Provided support to ApplicationXtender document management solution product suite and DiskXtender storage, backup and recovery software
  • Participated in weekly staff meetings with team members and managers to facilitate customer satisfaction with company partners and customers
  • Collaborated and planned with company partners to optimize customer satisfaction

Confidential

Associate Support Engineer

  • Provided level II technical support via telephone to Palm Pilot mobile device users
  • Provided higher-level support to Palm software integration with Mac computers
  • Troubleshot end-user problems and environment and provided quality customer service
  • Mentored and provided assistance to lower level technicians to share knowledge in order to optimize customer service
  • Maintained client data in Sitel information database to ensure resolution of problem and assist in any potential follow up

Confidential

Discovery Room Coordinator

  • Liaison between docents and museum management
  • Assure that The Discovery Room is operated safely
  • Educate visitors to the room on natural history objects and concepts
  • Maintain communication with information desk and follow museum protocol
  • Prepare written reports to manager each shift in order to document any irregularities and propose ideas for streamlining procedures and enhancing the experience of visitors
  • Coordinate with docents to fully staff each shift to allow all visitors an opportunity to interact with a trained docent

COMPUTER SKILLS

Hardware / Software: DOS, Windows 3.1, Windows 95, Windows 98, Windows NT, Windows 2000, 2003 and 2008, IIS, Adobe, MS Word, Excel, PowerPoint, Outlook 2003 and 2007, SQL 2000, 2003 and 2008, Microsoft Access, Appsight Black Box, EMC ApplicationXtender and DiskXtender product suites, Primus, WebEx, VMware, Cloud computing concepts.

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