Customer Service Engineer

DAVID CLEETON

***** **** *** ** #****

Bothell, WA 98011

Phone: 425-***-****

E-mail: *******@*******.***

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I hope to achieve something of worth, to find a place where I can thrive

while working for the betterment of myself and my employers. I seek a

position to help me focus my skills into a good career. Additionally, I

eventually hope to further my education by returning to school to refresh

and also expand my knowledge base.

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FOUNDATION 9 ENTERTAINMENT - Kirkland, WA

Game Tester: 4/12/10 - 7/16/10

Credited Projects:

. Deadliest Warrior: The Game - Spike Entertainment, 2010

. Haunted House - Atari, 2010

Editorial:

It is sometimes difficult to describe in words the sheer change of

pace the Entertainment industry causes. It was certainly an eye

opening experience. The fluidity of the environment brought new

challenges daily and the sheer scope of the tasks made previous QA

work pale in comparison. Constantly, the need for proper procedures

and communication was reinforced as we moiled in a truly global

environment. Teams and studios from Oregon to Boston, to the UK and

onwards to India working closely together to provide people the games

they want to play.

So many things were learned in even the short time, most

importantly the need for the project to supersede the task, but

balancing and reinforcing priorities of the project in the face of

deadlines. Adjusting myself to focus on the needs of the project and

the client, while keeping an eye out for things the client may not see

were top priorities. Maneuvering through sometimes twisted

communication both between teams as well as internal lines were a

godsend to help advance my skills in the exciting environment.

Position Entailed:

. Asset and Playability testing on projects from pre-alpha builds

through to submission dates on multiple console game systems

. Maintenance and responsibility for database of bugs including

creation, follow up, and regression for both personal and team

lists

. Focus on Ad-hoc or Test Plan testing based on needs of the project

with a focus of End-User Advocation

. Regular contact with Team Leads and communication with production

and development team as needed

SEAGULL SCIENTIFIC - BELLEVUE, WA

Technical Support Representative: 03/20/2006 - 10/18/2007

Quality Assurance Software Engineer: 10/18/2007 - 09/22/2009

Editorial:

My time in the 'trenches' was quick, but very busy. With common

turnover and internal hiring, I quickly became adept at quick-training

new folks for the position. I put my use of customer service to good

use in supporting customers, both domestic and international, in both

hardware and software in a variety of environments. I maintained high

standards in customer satisfaction, maintaining some of the highest

marks in the department. I also was able to make use of my pressure

management skills, juggling several different things on a daily.

With the growth of the company, a position opened with our QA team.

I jumped at the chance and was taken in as a Driver tester, as well as

a part of the team that tests the major releases of our software.

While challenging and satisfying work, it did not fully coincide with

my education and often does not fulfill my desire for physical work to

balance the mental leanings of the position. Gleaned from the

position, however are new appreciations for procedures, a new ability

to properly gauge time estimates, and a much enhanced ability to

juggle not only standard everyday tasks, but also to take on random

and seemingly more strange happenstance as time went on.

SEAGULL SCIENTIFIC - CON'T:

QA Engineer Entailed:

. In depth hands-on Usability and Manual software testing and bug

reporting of all software releases including integrated Database

System, Automation systems and Printer Drivers

. Participated in numerous releases of the company's collection of

printer drivers as well as several minor and two major releases of

the flagship software

. Assisted in implementation of Virtualization systems for ease of

system testing

. Assisted the IT department in setting up hardware and software in

the QA department's domain

Technical Support Entailed:

. Client Relations and Training

. Support Ticketing, Escalation and Documentation

. Answering Phones and familiarity with phone systems

OFFICE DEPOT #975 - ISSAQUAH, WA

Customer Sales Specialist: 03/12/2000 - 03/16/2006

Editorial:

Time with this company taught me many things: the value of money

(paying my own tuition), the value of patience (my first time to

experience working within a corporation and direct support of

customers), and the value of learning. In my protracted retail career

I shifted positions several times within the store as time progressed

and the needs of the team required it. I honed my customer service

skills as well as learned confidence and the ability to talk to

people. Additionally, I had my first taste of managing others. As time

wore on, and I found myself rising up the ladder of seniority,

becoming a 'go-to' for information on procedures as well as someone

that could assist and train others in the workforce.

I learned quite a few things in the time I put in here. Not the

least of which was helping people and putting them at ease. I also was

placed in charge of few system critical programs by the end of my

term, including Merchandise Buybacks and Damaged Returns. This also

taught me a bit of grace under pressure as I was directly responsible

for more than $50 thousand dollars worth of merchandise weekly.

Position Entailed:

. Stocking & Cashiering

. Technology Sales & Consultation

. Furniture Sales & Consultation

. Receiving & Inventory Management

. Loss Prevention

. Employee Training

EAGLE HARDWARE - ISSAQUAH, WA

Cashier: 1999-2000

Editorial:

My tenure at Eagle was short lived, as this was the transition

period from Eagle to Lowe's Hardware, which was a difficult time for

the company. I felt it best to find more secure position. I did learn

basic ten-key and money handling skills, as well as the basics of

customer service.

Position Entailed:

. Cashiering

. Money Handling & Till Responsibility

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Lake Washington Technical College, Kirkland, Washington

Graduated AAS, Computer Science 2004

Certificate of Proficiency-Computer Technician

Certificate of Proficiency-Network Technician

My Alma Mater was chosen on a few basic tenets. I wished to attend

a well thought of school with a solid technical program. The school

also was small, with manageable class sizes and plenty of teachers to

go around. The first practical application of my previously self-

taught abilities, as well as class work, I can strongly say that I

enjoyed my learning experience. Modeled on the thought that there is

no learning such as the real world, the curriculum was based around

the faculty run and student staffed computer center. Students and

staff from other programs were encouraged to bring their computers

from home whenever they had a problem so that the staff could diagnose

and repair the equipment, as well as educate the customer on the finer

points of computer use.

Additionally I found myself involved with a singular event during

my time at school. Happily, the school was remodeling the existing

buildings as well as building a third wing. During the construction

and afterwards, the students were involved with the planning, wiring,

moving and execution of the backbone network, linking the program's

new classrooms with the existing network of the school. This project

also included entirely new hardware for the classes, including more

than 200 new computers which required setup to exacting specifications

of the curriculum.

Butler Area High School, Butler, Pennsylvania

Graduated 1999

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HARD SKILLS

Hardware & Networking

Hardware is a favorite of mine. It is rewarding hobby, though somewhat

cost prohibitive. As a gamer I must always have more and more, but as

a responsible credit card holder I must balance the money against the

quality.

Building Common & Not-So-Common Hardware

From budget level to Game rigs that harness the power of a small sun

to run the GPUs.

Setup & Implementation of Small to Medium Networks

Includes: Addressing (Subnets, Dhcp Etc), Wireless, Network Devices

(Routers, Switches Etc), Wiring And Cabling

Since school, my network building has been somewhat limited, but I

don't fear the rat's nest of the wire-closet. And I can honestly say

I've never made a bad wire, not once.

Network Navigation

Not a problem, I take to hierarchies fast and am comfortable in such

an environment

Maintenance

Computers like me and often behave well in my presence.

Software

Playing with strange new programs is exciting, as is reading the OS

propaganda during install aloud in a proper radio announcer voice.

Bug Tracking

The navigation, creation and sorting thousands of bugs is an

interesting skillset to have. Additionally, learning new software from

the many, and I do mean many, types of bug tracking software is always

a fun challenge.

Operating Systems

Not a ton of experience in Mac OS, and I've installed Linux a few

times. Windows is no problem however, from DOS to Server '08 and

Windows 7

Ms Product Line

I'm comfortable with Office and Visual Studios. This goes for Visio

and FrontPage as well.

Photoshop

Many an evening lost to the 'shop, but it pays off when that picture

comes out -just- right.

VMware ESX

I used it literally every day in QA at Seagull, up to and including

varied admin and setup procedures.

Coding

I dabble in the following: C#, HTML / XHTML, CSS, XML, SQL and Java

SOFT SKILLS

Managerial & Training

I helped train in two very rough environments, Retail and Technical

Support, including some managers that I reported to. Also, I've acted

Manager in several instances, while fulfilling the role of senior

staff and mentor as needed.

Customer Service / Troubleshooting

7 years Retail, 1 year Call Center Technical Support. I think that I'm

a fairly decent lion-tamer.

Artistry, Layout & Design

I hope that some of that is evident in this resume.

Skilled Written Expression & Form Creation

I also hope this document can more than attest to my skills at the

written word. I also enjoy creating documentation.

Purchasing & Pricing

Retail is a great way to learn how pricing works and really helps in

finding good deals.

Typing Skills

10-key: 50 kpm / Typing: 50 wpm.

CAREER OBJECTIVE

EXPERIENCE

EDUCATION

SKILLS AT A GLANCE

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