Customer Service Quality Assurance

Alan Nerem

***** ******** *** ********@***.***

Eden Prairie, MN 55347 952-***-****

612-***-****

SENIOR SOFTWARE TESTER

An experienced software/hardware tester with proven skills in installing

and maintaining client/server based test environments. Server environments

include Windows Terminal server, Citrix server, MS Application Server,

Lotus Domino, GroupWise, MS Exchange and Oracle. Strong desktop and network

troubleshooting skills on all versions of Windows. Excellent communication

skills and have worked with diverse teams throughout the world. Recognized

for ability to streamline processes for efficiency and learning new

technologies.

Technical Skills

. Windows (95 to Windows 7)

. Windows Server (NT to 2003)

. Novell Netware

. Citrix

. UNIX & Solaris

. SourceSafe

. Lotus Domino

. GroupWise

. Windows Outlook

. Microsoft Office

. Clarify

. Oracle & Informix

. Active Directory

. Scrum & ISO 9001

. Ghost & Drive image

.

.

. Experience

NORTEL - Bloomington, MN 1978 - 2008

Test Prime 1999 - 2008

. Followed a Windows based Messaging product through IS0 9001 certified

Software Design and Test Cycles.

. Installed, configured and maintained a test environment that included

MS domain controllers, Lotus Domino, GroupWise, MS Exchange, Citrix

and MS web servers.

. Performed client/server based functional integration, regression and

sanity testing.

. Shared in the customer support requirements by rotating the "On Call"

pager duties.

. Generated new software builds and performed source backup duties.

Software Verification Specialist

1993 - 1999

. Followed a UNIX based Messaging product through Software Test Cycles,

successfully delivered desktop client versions 1.0 through 4.0 on time

and within budget.

. Performed various types of testing, such as functional, regression,

user acceptance and installation testing.

. Installed, configured and maintained a test environment that included

MS domain controllers, Lotus Domino, GroupWise, MS Exchange, Citrix

and MS web servers.

. Created and updated Test Plans, Test Matrixes, Test Scenarios, and

Test Cases for a integrated messaging product using Lotus Notes,

GroupWise and MS Exchange.

. Served as a lead and provided training for several new hires.

. Created test scripts using Microsoft Test.

Senior Hardware Technician

1978 - 1993

. Testing, updating and repairing a wide variety of telecommunication

equipment and computer peripherals.

. Ability to troubleshoot and repair from a system to a component level.

. Contributed towards the achievement of a 98% Customer Service Level

for emergency parts shipments to customers.

. Received recognition for a $600,000 cost savings, by initiating the

rework/upgrading of obsolete equipment.

. Designed a departmental SQL database for the tracking of product

release/mix information.

. Designed and created a new System Integration Test area.

. Served as a System Administrator for the building.

. Performed System Integration Test (SIT) on voice and data systems.

Education

Austin Vocational Technical Institute, Austin, MN

. Degree in Digital Electronics

. Microsoft Administration, TCP/IP and Core technologies

. Software Testing and Quality Assurance Techniques

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