Quality Assurance Technical Support

ROCHELLE L. MATEO

Lot * Block * Lakeville Subdivision, Barangay Cuyab

San Pedro, Laguna 4023

Mobile number: +63-916-***-****

E-mail address: a1caoh@r.postjobfree.com / a1caoh@r.postjobfree.com

CAREER SUMMARY

More than six years professional experience in industries ranging from Information Technology services, manufacturing, and Business Process Outsourcing. Three years experience in software engineering, developer, and lead role with key skills in Microsoft Excel macro programming or Visual Basic for Application (Excel VBA), Oracle SQL and Oracle PL/SQL. Obtained training certificates in PL/SQL and Java Programming with high scores in Oracle certification exam for SQL. 4 years technical experience in high volume manufacturing with key skills in equipment maintenance and product platform validation, process monitoring, testing and productivity enhancement. One year experience in technical support specializing in general desktop servicing, internet connection troubleshooting and network setup. Goal-oriented, hardworking, and a team player who can be a leader open to new challenges under a demanding work environment.

EMPLOYMENT HISTORY

HEWLETT-PACKARD ASIA PACIFIC, Taguig October 2009 to present

One of the world’s largest Information Technology companies

Technical Lead / Technology Consultant / VBA Developer (SME)

Oversee overall deployment of projects and ensure process compliance. Develop solution and requirements design for VBA, PL/SQL and HTML – capable applications running in different Windows platforms. Implement code changes, apply bug fixes, conduct testing, code reviews and present application reviews with direct clients. Design and conduct training for Level 2 and 3 support and client team focusing on design logics, client-server application architecture and functional implementation. Deploy updated applications in Quality Assurance, Deployment, and Production user environments.

• Zero defect on modules and requirements assigned during the development, Business Acceptance Test, and production phases. Fixed 55% of team’s total bugs recorded and implemented 67% of change requests during development phase, fixed 57% of bugs recorded 14% of which were found and fixed ahead of QA tests and implemented 75% of change requests during QA phase. Identified as sole developer for production hypercare issues due to expertise in module testing and bug fixing.

• Significantly contributed to the delivery of high quality tools by implementing requirements and change requests, conducting thorough testing of modules, fixing bugs, deploying applications, and conducting application reviews with the clients. Team’s project RAMP 4.8 received SOBR (Statement of Business Requirement) scores of 9.0-9.5 for 6 consecutive months come March to June and was awarded 2 Special Team Recognitions.

• Awarded 2 Amber certificates for the extra mile efforts in conducting internal quality testing for RAMP 4.8 offline tools by creating and conducting “out-of-the-box” test scenarios, capturing bugs ahead of Quality Assurance testers and/or client testing, and developing required fixes which reflected in consistently high SOBR scores on applications developed and supported.

• Designed and developed the Excel auto-deployment tool for the team and reduced manual tasks of creating deployment packages from 2 hours down to 5 minutes. Created the process and best known method for deploying application and validation.

• Co-led the team’s rewards and recognition (R&R) initiative and helped increase number of awards received and created by the team in response to R&R’s process and awareness drives. PEERfect recognitions increased 300% in a span of only 3 months. Awarded an Amber certificate for these efforts.

• Developed training materials and conducted training sessions for Level 2 and Level 3 support team for RAMP 4.8. Received positive feedback for providing a fully-documented requirements training enabling the support team for faster resolution of incoming tickets.

• Conducted in-house trainings in Oracle SQL and helped save the company training amounts of about Php 1M from March to June.

• Actively participated and contributed in company initiatives including new hire onboarding technical trainings, Inspire@HP, team’s community initiatives, Innovation, and Best Workplace Environment.

INTEL TECHNOLOGY PHILS. INC., Cavite April 2005 to May 2009

Global leader in semiconductor industry

Lead Manufacturing Technical Expert (MTE)

Executes functions in manufacturing engineering support, equipment maintenance and troubleshooting, process optimization, and peer training. Leads a group of co-MTEs, contractual Field Service Engineers and manufacturing specialists to promote teamwork in meeting safety, quality, productivity, people, and high value integrity (HVI). Develops macro-enabled manufacturing tools to improve process and performance monitoring. Conducts debugging and testing of test interface units identifying bin failures related to either hardware or software. Installation and qualification of testers and handlers used in product platform validation.

• Promoted April 2008 as Outstanding employee for excellent performance for the whole focal period of 2007 with significant contributions in Intel’s critical success indicators. Identified as productivity team leader.

Productivity and People

• Reduced time in generating accurate and real-time shiftly reports of assembly to backend areas from 2 hours cut to 10 minutes by developing automated tools and programs which improved productivity across Cavite Assembly and Test with the use of Crystal Reports and Visual Basic for Application. Received commendation from Intel’s Operations Engineers, Shift Managers, and Factory Manager.

• Led technicians from 3 other teams in dismantling and converting test interface units resulting to new testers supporting engineering requirement in new product testing. Received Extra Mile Award.

• Displayed expertise in handler conversion and best known methods implementation thru 24x7 activities on the installation and qualification (I/Q) of mobile processor test modules, endorsing them ahead of schedule to support high manufacturing demands. Received Instant Recognition Award.

• Number 1 in cluster module performance across the team with an availability of 97.36% versus 90% goal by doing timely preventive maintenance and effectively troubleshooting hard-down testers resulting to improved product yield and tool utilization.

• Actively volunteered in Intel Involved activities reaching out to communities within Cavite province, thereby strengthening company-community relationship through education, environment, health, and safety awareness projects.

Safety and Quality

• Significantly increased machine uptime from 65% to 92% on a span of only 2 months during the Yonah Rev. 0 Socket DOE (Design of Experiments) by testing and monitoring TIU’s (test interface unit) sockets with reduced mechanical stress; identified common test bin failures and recommended best known methods.

• Corporate Quality Network (CQN) awardee for excellent support while monitoring and performing tests in Milville Product Platform Validation (PPV) modules identifying common test bin failures and recommending solutions with minimum escalation to engineering department.

• Received Instant Recognition Award for smoothly executing wirebond tool preventive maintenance (quarterly, semi-annual, and annual) without safety and quality issue after Level 2 PM certification hence improving machine performance.

CONVERGYS SERVICES, PHILIPPINES April 2004 to May 2005

One of the top customer care services provider in the BPO industry

Technical Support Representative (TSR) for BellSouth Telecommunications

One of the pioneers in technical support for customer’s dial-up and DSL (Digital Subscriber Line) internet configuration and line issue troubleshooting. Major functions also include modem and router configuration (Westell, Linksys, D-Link, Alcatel, Netgear, Airport and Belkin), general computer troubleshooting, home network and email setup.

• Two-time awardee (white and yellow belt) by Convergys’ General Manager for excellence in customer care and technical support.

• Enabled efficient resolution of escalated customer concerns by providing advanced technical support capabilities despite level 1 responsibility status and identified as the team’s dedicated callback agent (DCA).

• Received several commendations from both peers and customers for genuine concern and expertise in resolving escalated issues that significantly contributed to the team’s high performance metrics.

AMERICAN MICROSYSTEMS INC. (AMI) April 2003 to September 2003

An American company, pioneer in manufacturing of analog and digital ICs

On-the-Job Trainee under Process Engineering Department

Performed preventive maintenance, troubleshooting, test and verification of Device under Test (DUT) boards and load boards used for wafer sort and final tests of integrated circuit packages based on device specifications.

• Successfully completed the 5-month 48 hours per week contract as OJT while taking degree in Engineering by doing time management and exerting extra effort to meet required tasks without sacrificing quality expectations both from work and school.

EDUCATION

Polytechnic University of the Philippines June 1999 to April 2004

Bachelor of Science Major in Electronics and Communications Engineering

(Dean’s Lister, 2000-2001)

ACADEMIC RECOGNITIONS

• November 2004 ECE Licensure Board Exams Passer

• Graduate Scholar, PUP Sta. Mesa Manila (2004)

• College Full Scholar, H.S. Kim Scholarship Foundation c/o Amkor Technology (1999 to 2004)

• College Scholar, Gunma (Japan)-Muntinlupa Kakehashi Association (1995 to 2003)

• College Scholar, Batang Munti Foundation (1999 to 2002)

SELECTED SEMINARS AND TRAININGS

• Java Programming (Informatics, Hewlett-Packard)

• Oracle SQL (Informatics)

• Oracle PL/SQL (Oracle University)

• Basic HTML, Unix, and Javascript

• Introduction to CISCO Certification (SkillSoft)

- Creating a Simple Ethernet Network

- Basic Networking Concepts

- Essentials of Microsoft Networking

• AutoCAD 2009/2010 (Autodesk and TESDA)

• Information Security Awareness (ISA) Essentials

• Visual Basic 6.0

• ISA for Application Developers

• Teaching Skills Workshop

• Failure Modes and Effects Analysis (FMEA)

• Structured Problem Solving

• Effective Meetings

• BellSouth DSL Technical Training

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