Customer Service Quality Assurance
Resume:
Todd A. Novak
Toms River, NJ 08753 *******@*****.***
CUSTOMER SERVICE REPRESENTATIVE• QUALITY ASSURANCE LEAD • SOFTWARE
SUPPORT TECHNICIAN
PROFILE
Goal oriented, talented and resourceful individual offering a unique blend of computer technical
experience, an analytical mind and excellent customer service skills. Highly proficient at building sound
business relationships and determining customer needs. Possesses strong customer relation skills and
presenting a positive company image. Advanced understanding of the software testing lifecycle.
EXPERIENCE
Voxware, Incorporated, Hamilton, New Jersey, 2010-2012
Customer Support Engineer
• Specialized in the support of Voice Recognition software.
• Provided customer support to resolve software and hardware issues for over 50 clients such as
Kellogg’s, Target, Advance Auto Parts, Auto Zone, Dunkin Donuts and Rayovac.
• Utilized and Maintained the Customer Relationship Management (CRM) tool SalesForce, to track the
voluminous amount of daily correspondence with clients.
• Coordinated/Hosted on-site troubleshooting seminars.
• Authored detailed specification reports for new enhancements and product upgrades.
PurchasingNet, Incorporated, Red Bank, New Jersey, 2006-2008
Customer Support Representative, Software Tester & Quality Assurance Evaluator
• Provided customer support to resolve software issues for over 70 high-end clients such as HBO, XM
Sirius Satellite Radio, Black & Decker and Liz Claiborne.
• Acted as an integral member of a support department that received a 94% customer satisfaction rating
in 2007 and 2008.
• Specialized in the testing and support of eProcurement and ePayables software.
• Initiated and planned testing requirements within the software development lifecycle, to include the
testing strategy and test plans for multiple software releases. Tested and verified numerous client
specific custom projects to exact specifications.
• Composed enhancement summary guides and product improvement reports.
• Created and maintained a database to assist in the tracking of all unaddressed anomalies.
• Coordinated detailed weekly meetings to analyze test data and ensure maximum productivity.
United States Army, Fort Monmouth, New Jersey, 2000-2006
Telecommunications Specialist and Terminal Operator
• Operated and maintained the AN/GSC-39(C) and AN/GSC-52A (V) antennas to support a variety of
live satellite missions.
• Troubleshot numerous pieces of high-powered equipment, for example, high power amplifiers,
up/down converters, and dehydrators to ensure full working capability.
• Configured base band circuits utilizing equipment such as, TSSP, FCC-100, Promina, MIDAS and
cryptographic key materials for use in numerous testing scenarios for the Strategic Test and Entry
Point (STEP) area. Participated in and supported the Department of Defense Interoperability
Communications Exercise (DICE) for years 2000-2006.
• Tested and verified various satellite modems to include, OM-73, DMD-15, SLM-8650, and BEM-
7650 to meet Department of Defense (DOD) military standard requirements.
• Participated in and supported the Joint User Interoperability Communications Exercise (JUICE) for
years 2000-2006.Planned/Implemented/Taught SATCOM related training courses for enlisted military
ranging in rank from Specialist (SPC) to Master Sergeant (MSG).
• Contributed to the implementation/utilization of the TELEPORT Test bed for purposes of establishing
video-teleconferences, Linkway modem connectivity, and point-to-point networks to various
locations around the world.
• Created and maintained an MS-Access database of highly valued test equipment worth over $20
million dollars.
EDUCATION
Thomas Edison State College, BSBA-Computer Information Systems 2013
Ocean County College, AA-Business Administration 1994
COMPUTER and HARDWARE EXPERTISE
Microsoft Office, Visual Basic, Microsoft SQL Server, .Net and FoxPro frameworks, crystal reports,
spectrum analyzers, TSSP, FCC-100, Promina, MIDAS, LXE and Motorola devices.
AWARDS
• Awarded a Civilian Achievement Medal as part of the Team C4ISR Team of the Quarter, Fourth
Quarter, 2005.
• Awarded a Civilian Achievement Medal by the enlisted United States Army soldiers at Fort
Monmouth for training and support during the years 2004-2005.
• Awarded a Civilian Achievement Medal for support during JUICE 2004.
• Awarded a Civilian Achievement Medal for support during JUICE 2003.
• Awarded a Superior Performance Certificate for support during JUICE 2003.
• Awarded a Civilian Achievement Medal for support during JUICE 2002.
• Awarded a Superior Performance Certificate for support during JUICE 2002.
• Awarded a General's Coin from MSG Robert Willet for participation and support in JUICE 2001.
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