R oberta Campi

l aceiz4@r.postjobfree.com 408-***-****

( home)

San Jose, CA

408-***-**** (cell)

Objective

Seeking the Technical Support Engineer position. Looking for a position with challenging diversity and opportunity

for future advancement.

Technical Strengths

• Over 10 years of technical product support and QA testing on platforms Windows & Linux/Unix.

• Supervised test groups for Acceptance and Regression phases, including offshore team.

• Managed projects in QA test group, including attending project meetings, scheduling and weekly reports

• Created and implemented Test Plans, Test Specifications, Test Suites and Test cases per test phase.

• Experience with NetBackup, Winrunner, Selium, Mercury Interactive Test Director, MS SQL, MySQL, Jira, ClearQuest,

WebEx, Ghost, Salesforce, Sugar CRM and VMWare.

• Working experience with HTML, XML, LDAP, SMTP, PHP, HTTP, DNS, TCP\IP. Some experience with Java.

• Supported Enterprise and SaaS applications, IT applications and network environments. Supported PLM methodologies.

• Testing included telephony equipment, LAN configurations, SQLDB, UL specifications, and AC requirements.

• Built systems, downloading various OS versions, applications, from images and network to duplicate like environments

• Familiar with Cisco IOS, network configurations, network environment, packet tracer and switch/router configurations.

• Created and maintained procedures, documentation and have deep understanding of the QA methodologies and PLM

process.

Education

B. S. Electronic Technology, California State Polytechnic University, Pomona, California

Continuing education: CIS Courses : System/Network Administration and Programming

Experience

3/2012 – Present Customer Support Engineer (Tier 2)– Centric Software Corporation, Los Gatos,

California

• Provide Post sales and escalated support to major clients of the PLM application. Helped IT/administrators with setup,

diagnostic and maintenance of the application on their servers. Met with Clients, reviewed issues, implementations.

• Reproduce issues on VM that mirror clients servers to replicate the problems, report defects to Development of

problems, via Rally; tracked all submitted bugs/enhancements.

• Maintenance of our mirrored servers, including product updates, backup & restore DBs from client environments

• Reported all activity in Salesforce CRM; responding to internal and external emails and phone calls.

• Provided 2nd tier support to fellow support personnel and field sales support. Worked with implementation engineer

and tested the mirrored server to ensure process was done correctly before we implemented onto client server.

• Assisted with creation of fixes, using xml scripting.

• Updated clients weekly of pending issues and updates, wrote instructional documentation for clients, for training

purposes, provided pre-sales support for sales reps, and provided demonstrations.

• Worked with QA to define testing of user issues, mapping out test plans that would lead to where the problem areas

were.

• Created several white papers to help IT personnel of our clients, especially with resolving network issues clients had

with their vendors.

• Wrote several KB articles and white papers intended for internal personnel.

11/2010 – 3/2012 Technical Support– Pandesa Corporation, Los Gatos, California

• Supported SaaS application, providing escalated support to clients and internal personnel, helping administrators with

initial setups of their secured data rooms

• Supported both MAC and PC Windows environments; created VM systems, worked on backend issues concerning

downloads, backups, and ghosting images for testing and loads.

• Creating support tickets, answering customer emails, helping to define troubled areas, bottle necks, prioritizing workload

• Assisted with backend web support, corrected issues in webpages, via scripting

• Logged and tested bugs, assisted QA with defining problem spots, helped with the refining what and where to look for

in the product usage.

• Tracked essential issues for Sales and Management, resolving network issues on the customer end, helping trace their

connection issues.

2009 – 2010 Customer Support with Project Management Duties– Zhone Technologies, Oakland,

California

• Providing backend support to Technical Support Engineers, gathering information for reports, acting as liaison between

Engineering and Technical Support, managing timelines for trouble tickets/new products, helping to define troubled areas,

bottle necks, prioritizing workload, etc.

• Instrumental in helping closing tickets that were over a year old, and updating those that needed information

• Helped Sales and Management with essential tracking of support issues from support calls per product model

• Last line of support with upset customers; smoothed out tensions between our personnel and the needs of the client.

• Assisted in lab configurations, testing and setup, to replicate major issues.

• Helped in reducing the amount of open tickets per Technical Support engineer, with open reviews, call backs and

resolutions

2008 (contract) Product Support Engineer – Semotus Solutions, Los Gatos, California

• Provided support for both clients and sales personnel on issues of telephony concerning LDAP, SNPP, SNMP,

SMTP, MHTTP, HTTP, TAP protocols. Provided support via phone, email, WebEx sessions and telnet connections. This

included installations, reconfigurations of their initial setup or even modifying their system environment to optimally work with

our product.

• Maintained LAN and wireless setups. Backup maintenance at our datacenter.

• Responsible for maintaining customer contracts, alerted sales on expired contracts.

• Responsible for setting up systems, maintaining HW and any system related issues that came up.

• Created new customer data into our CRM system and updated when needed.

1997- 2005 QA Engineer & Test Supervisor – NetIQ Corporation, San Jose, California

• Wrote and executed test plans and schematics for databases, installation, upgrade, scalable production environments,

and high database-load scenarios.

• Provided main support for European and UK customers and provided resolutions for overseas support staff.

• Wrote and ran scripts via XML to test against database. Created\administered SQLDB, maintain and queried records

via query.

• Setup, tested enterprise product in: Windows and UNIX platforms, dealing with IP protocols, network configuration and

MSSQL Server and MS Analysis Server.

• Responsible for quality of testing practices, reports and group documentation, testing new builds, resolving bugs.

• Lead QA projects, including offshore test team. Created and executed team test plans, organized team, submitting bug

reports and representing team at bug reviews, and attending application-design reviews.

• Reproduce and documented defects found in product, creating reports that details the products performance and

illustrating its weaknesses.

• Worked closely with the Development, Product Management, and Technical Writing teams to design customer-focused

products. The teams also worked together to improve products and documentation.

• Continued to perfect excellent verbal and written communication skills.

• Prepared and tested product DB for all version releases, which included various versions of MSSQL Server and MS

Analysis Server.

• Trained new support personnel as well as technical sales staff in the use of AppManager Enterprise product and how to best

troubleshoot the product.

1995- 1997 Technical Support\QA Engineer - NetManage Corporation, Cupertino, California

• 2nd level of support to our customers, tracking and documenting software bugs. Tracked and documented software

bugs.

• Became main support in QA for new SMTP product and headed the support of Network sniffer application.

• Worked on NDIS, DNS and ODI setups, including the protocols for Netware, Supporting TCP/IP applications,

network protocols.

1990 - 1995 Technical Support Engineer - Caere Corporation, Los Gatos, California

• Tested out new versions of the s/w product to ensure reliability and reported any discrepancies/problems.

• Tracked and documented software bugs, Reviewed and tested new product versions prior to their release.

• Provided phone support to product users, product support for both PC windows and MAC based product.

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