Quality Assurance Manager
Resume:
Anthony R. Rinaldi
Austin, TX 78759
********@**.***
Profile
A senior support technician and team leader with seven years experience in
application services, defect management, quality assurance, technical
writing, and issue resolution within a variety of environments. He quickly
builds subject matter expertise in the setup, configuration, and
capabilities of the hardware and software configurations of each project.
Anthony focuses on building client relationships, participating in and
managing teams, facilitating communication between clients and technical
personnel, and providing end-user support.
Anthony maintains an intermediate-level fluency in Spanish and was recently
voted "Support Technician of the Year" for 2009 in a nationwide competition
sponsored by Digital Dining dealers.
Knowledge Areas
Operating Systems: DOS; Windows XP, Vista, 7, Server 2003, Server 2008; Mac
OS X; Linux
Development Tools: Microsoft Office Suite, Visual FoxPro, HTML
Hardware: PCs, Macs, Servers, PDAs, Mobile devices, Networks
Communications: TCP/IP, HTTP, FTP, Terminal Services, wireless networking
Email: SMTP, POP3, IMAP protocols; MX, DNS, SPF records
Creative: Adobe Photoshop, Premiere, Audition
Skills and Experience
Software Support Consultant
Peopleclick Authoria - Austin, TX
September 2010 to December 2010 (Contract Position)
Part of a global support team that worked directly with clients assisting
them with their use of the Talent Management business solution, a software-
as-a-service.
- Interacted and dialogued with clients providing consultative direction on
how to leverage Talent Management business solutions to meet business
needs. This included compensation, performance, recruiting, and
succession modules.
- Tested complex technical problems for which there is no known solution
and provided effective methods to assist the client in resolving or
providing a functional work-around to resolve the issue.
- Managed complex and concurrent customer relationships ensuring their
successful use of multiple software applications.
- Defined, analyzed, researched, and resolved customer issues in a timely
and accurate manner.
Support Technician
Harte Hanks - Austin, TX
June 2010 to August 2010 (Contract Position)
Responsible for supporting system and network administrators with issue and
defect management, resolution, and system architecture and software issues.
- Led client relations efforts; served as the primary contact for Microsoft
customers using Business Productivity Online Services and Forefront
Online Protection for Exchange.
- Led issue resolution efforts; fielded regional and international system
issues via phone and email.
- Responsible for documenting all service requests in appropriate ticketing
programs and contributing to the internal Virtual Knowledge Base.
- Leveraged experience in business requirements analysis and technical
writing by distilling technical processes and procedures for distribution
to peers and customers.
Senior Support Technician
Menusoft Systems - Springfield, VA
November 2007 to April 2010
Supported licensed dealers of Digital Dining, a popular point-of-sale and
back-office software package, used by thousands of restaurants and
retailers across North America.
- Led issue and defect management efforts, documented issues, bugs, and
enhancement requests to a call ticket program. Advanced critical issues
to and collaborated with the Quality Assurance and Programming
departments to facilitate software changes.
- Managed software patches and new version releases for customers,
including providing technical support as well as writing release notes
for dissemination to customers. Wrote help guides for new software
features and compatible hardware.
- Led testing and configuration of new hardware to ensure compatibility
with company software. Specialized in mobile hand-held devices and access
points.
- Configured technical equipment for high-profile industry trade shows and
demonstrated product to potential customers.
- Participated in business development efforts and processed leads at
industry trade shows.
- Responsible for general network administration including setup and
configuration of TCP/IP networks over workgroups and domains. Maintained
and conducted weekly back-ups of company servers.
Route Manager
Endless Pursuit LLC - El Segundo, CA
June 2006 to October 2007
Oversaw a team of employees' daily schedules, performance, and productivity
for a franchise of an international company specializing in the pick-up and
removal of residential and commercial items in a professional and efficient
manner.
- Served as an accounts manager and primary representative for customer
contact. Tailored service points and budget considerations to meet
customer needs and satisfaction while ensuring company profitability.
- Compiled individual performance reviews for subordinate staff and
trainees.
- Submitted weekly and monthly status reports to executive management
detailing revenue, business volume goals, and efficacy of marketing
efforts. Participated in monthly franchise and regional meetings with
senior and executive management.
- Selected by the franchise owner to evaluate and retrain selected staff.
Developed and executed a training curriculum and rated staff on specific
performance evaluation criteria.
Education
B.A. in Communication Studies; Minor in Economics
Virginia Polytechnic Institute and State University, Blacksburg, VA: 2003
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