Customer Service Software

Deborah L. Fonda

MANASQUAN, NJ *****

732-***-**** . 908-***-**** (cell) . *******@*****.***

SUMMARY

Technical Client Support Professional with extensive experience in various

aspects of software support in a global market. Demonstrated record of

performing multiple task and projects simultaneously by ensuring optimum

productivity and efficiency. Committed to highest level of performance and

client service management. Outstanding communication and interpersonal

skills with the ability to develop and maintain a strong client rapport.

Productive working relationships with individuals at all levels with

diverse backgrounds. Extensive experience various aspects of the software

lifecycle including (but not limited to):

Technical Client Support Deployment & Installation Development

Training Product and Solution Test End to End Test

TECHNOLOGIES

Windows (NT, 95, 2000, ME, XP, Vista, Windows7), MS Office (Excel, Word,

PowerPoint, Access)

UNIX, C, SQL, ORACLE, XML, JAVA

Professional Experience

TELCORDIA TECHNOLOGIES, INC., Piscataway, NJ 1995-

2010

PROVEN ABILITIES AND RESULTS

Technical Client Support

. Logged and maintained detailed trouble reports of all issues in report

tracking system.

. Supported software in both Unix and Windows environments which mainly

used java based User Interfaces.

. Performed troubleshooting investigation to determine root cause and

resolution of issues by gathering data from clients as well as logging on

to client systems to gather additional data.

. Utilized SQL to determine if problems were database related and to update

client databases to correct corrupt data, insert missing data and delete

extraneous data.

. Engaged development, system engineering and testing organizations to

provide resolution if solution could not be determined within the client

support group.

. Provided resolutions to client as well as information on how to implement

the resolutions.

. At client request, logged into client system to resolve issues/apply

fixes as well as providing documented procedures used to resolve issues.

. Kept customer and internal teams and management apprised of status of

issues.

. Provide Crisis notifications and updates for critical issues to upper

management.

. Provided metrics reports for management to track Field Fault Density and

provide higher quality software.

. Prepared and presented yearly Trouble Report analysis to internal teams

to set goals for quality and process improvement.

. Authored Technical and Informational Customer Service Bulletins to

provide instructions to apply software updates or patches or to notify

customers of important information.

. Actively monitored client environments to assist in keeping software up

and running smoothly.

. Assisted with Solution Test, Product Test and Customer Acceptance Test

activities.

. Assisted in System Administration training for the client.

Installation and Deployment Support

. Provided end-to-end installation expertise for major telecommunication

clients.

. Ensure that schedules are met and that software is delivered and

installed on time and with quality.

. Interfaced with software testers, developers, system engineers, project

managers and management to understand solution products and business

flows.

. Supported Clients in development of Business Integration Test strategies,

Customer Acceptance Test plans and Operational Methods and Procedures.

. Provided overall solution process expertise and product specific

knowledge as well as data, testing, and flow-through expertise to

clients.

. Developed Deployment Plans to provide clients with guidelines for

planning deployment support necessary to transition from one software

release to another, as well as providing impacts to work centers

resulting from such transitions.

Software Quality Engineer

. Wrote and Executed test plans, recording and maintaining metrics.

. Participated in document reviews, problem identification and resolution.

. Analyzed test results to ensure functionality, identify problems and

recommend corrective action.

. Acted as both environment support and Subject Matter Expert.

. Assisted in System Administration training as well as End User training.

. Worked closely with Customer Service representatives to clarify and

resolve issues and to assist in troubleshooting and support for the

clients.

. Co-developed a metrics system for use by the test groups for standard

metric reporting.

. Acted as mentor for new group members.

Programmer Analyst

. Developed, maintained and supported software developed in C on a UNIX

platform.

. Maintained and supported Graphical User Interface.

. Responsibilities also included implementing additions for added

functionality and revisions.

. Responsible for installations on various platforms including IBM RS/6000,

486, various SGI platforms as well as others.

. Provided technical support for the user community.

. Participated in updating and maintaining user manuals for the products.

Education

BA, Mathematics (Minor: Computer Science), Georgian Court University,

Lakewood, NJ

Associate Degree, Elementary Education, Brookdale Community College,

Lincroft, NJ

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