Customer Service Engineer
Resume:
Carla Clark
Woodbury, CT 06798
*********@*******.***
Professional Summary
Over nine years of experience in software testing and technical project
management in engineering and manufacturing environments. Concentrated
background in software testing, hardware support and customer service.
Logical and task-focused with the ability to coordinate multiple
departments and teams to achieve mutual goals. Excellent communication,
troubleshooting and problem solving skills. Detail-oriented with the
ability to multitask.
Fluent in Spanish and Portuguese.
Areas of expertise include:
Matrix Software Test Design Project Planning
Project Management HP Proliant Server Configuration
Professional Experience
Pitney Bowes, DMT Division Danbury, CT 2000-2009
Engineer, Systems Integration (2004-2009)
Configured and imaged industrial computers and HP Proliant servers for
inserter products with a 100% on-time delivery to required production
schedules. Provided technical support to Technical Service and Support,
Test Engineering teams and customer sites. Ensured computers and servers
were configured and delivered under accepted standards. Recognized and
managed the business impact of product issues to Engineering teams and
vendors.
o Assisted Technical Service and Support and Test Engineering teams in
improving customer service and product quality. Resolved problems with
emergency service calls by researching compatibility with prior
releases, thereby preventing returns and retaining customers.
o Identified and managed project dependencies and critical path by
planning and forecasting production schedules for industrial computers
and servers. Tracked workflow projects with 100% time delivery, which
contributed to revenue targets. Also, responsible with all software
EULAS and Carepacks (Service packs) for computer and server products.
o Assisted Engineering with product documentations using Windchill.
These documentations gathered product specs, installation guide and
technical system information including photos.
o Directed and managed Barcode Automation Project. Collaborated with
senior management to define project scope, goals and deliverables to
improve inventory control and warranty tracking at five DMT
manufacturing sites. Wireless Barcode Scanning Technology was
implemented to populate a database utilized by four departments.
Carla Clark
Page 2
ENGINEER, Software Testing (2001-2004)
Managed test projects and designed test matrixes according to customers'
requirements through tracking database software (Rational Clearquest) for
three real-time products and one web based. Assisted the System Test Team
in achieving ISO9001 compliance by following test development processes.
Coordinated software defect meetings to discuss priorities for specific
customers or for new code releases.
ENGINEER, Software Testing (cont.)
o Implemented functional test design for meter link box project to
measure product performance. Meter link box project facilitated
communication between meter and software. As a result, a series of
test scenarios were performed in small time frame allowing team to
reestablish relationship with previously dissatisfied customers.
o Supported the test team lead in software deployment by testing and
training 10 technicians in the use of test fixtures and test
procedures, thereby increasing test environments and improving product
quality. Closed loop test processes also helped to identify issues
that were not part of the original test plans.
Software Test Engineer, Internship (2000-2001)
Conducted research and development for High Speed Inserter project focusing
on Vision systems.
o Compared and analyzed qualitative data among multiple types of Vision
systems for various barcodes. Supported Engineering in selecting best
products and vendors.
o Utilized Minitab software to create statistical reports, which team
leaders used to evaluate decisions.
Education
B.B.A: Major - Management Information Systems / Minor: Computer Science
Western Connecticut State University, Danbury, CT, 2001
TECHNICAL SKILLS
Microsoft Office: Word, Excel, PowerPoint, Access, Visio, and Project.
Windows Server 2003, Norton Ghost and Acronis.
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