Customer Service Engineer
Resume:
Darrel W. TisdalE 832-***-****
**** **** **** **. abll0n@r.postjobfree.com
SPRING, TX, 77379 WWW.LINKEDIN.COM/IN/TISDALEDW
Professional Summary
Experienced manager in IT R&D organizations focused on product quality
assurance testing and customer support of Storage, Server, Workstation
and PC products. Work with all levels of management, marketing,
engineering and customers in highly complex, multi-focused
international demanding environments. Collaborate in a matrix
organization with teams from multiple sites working on multiple
projects in parallel. Drive continuous improvement in organizations
to meet ever expanding requirements using fewer resources while
improving product quality using automated and hands on test
methodologies.
Professional Experience
Hewlett-Packard (Compaq Computer Corporation), Houston, TX 09/1990
- 07/2010
Manager - Enterprise Storage Test Group 2003 - 2010
Managed a team of 20+ full time and outsource contractor test
engineers as well as off-shore labs responsible for the overall
quality of HP storage products selling for less than $30K.
. Directed the development and implementation of an automated test
system using the Agile software development method. The goal was
to create and implement the system within 18 months to increase
product quality while reducing the need for hands on manual
testing. The test framework:
. Built using Object Oriented PERL.
. Supported both Windows and Linux host OS environments
. Worked on three different storage hardware platforms
. Abstracted the test cases from the hardware interface to allow
test cases to be re-used again and again
. Used a web-based tracking and reporting tool built using MySQL
and PHP which allowed testers and developers immediate access to
test results. Also provided management easy access to review
testing progress.
. Utilized other HP in-house developed testing tools as well as
IOmeter, QTP, Winrunner, and Loadrunner.
. Developed test strategy targeting high risk areas of new products.
. Utilized project management skills to determine scope, schedule and
resources required to complete qualification testing of new storage
arrays, associated components and software.
. Team performed system level testing on complete customer solution
including all management software and configuration tools.
. Utilized HP Quality Center software for defect tracking.
. Worked with multiple test labs and sites in the U.S. and around the
world including Bangalore, India and Taipei, Taiwan to coordinate
test efforts in support of committed product deliverables and
launch dates.
. Developed staff to be able to perform any function on the team by
providing time for training and using job rotation.
Project Lead - Server Division, Performance Team 1999 - 2003
Supervised a team of engineers responsible for generating performance
data on Server and Storage products using industry standard
benchmarks.
. Primary point of contact for all requests for performance data on
Server Division products.
Darrel Tisdale Page 2
. Directed team to generate performance data comparing HP server
products to our competitor's products. Data was utilized by
Marketing to highlight areas of strengths in HP server products
which resulted in a 15% increase in sales.
. Worked with engineers to identify performance issues and assist
with resolution prior to new servers being released.
. Implemented goals, policies and procedures as well as
standardization of spreadsheets and charts for external
distribution of performance data generated by the team.
Project Lead - Workstation Division, Performance Team 1996 - 1999
Supervised a team of engineers that generated performance data using
industry standard benchmarks and application benchmarks on Compaq
Workstation products.
. Prioritized requests and directed the team to generate performance
data for use in product announcements and other marketing
literature.
. Identified performance problems prior to product shipment and
followed problems to resolution avoiding costly customer service
calls.
. Represented the company at all meetings of the Standard Performance
Evaluation Council (SPEC) Graphics Performance Characterization
committee meetings (www.spec.org/gpc).
. Achieved very favorable reviews in trade magazines by consulting
with the Press Evaluation Marketing team to determine which
machine(s) to send to magazine reviews. Directed team to test and
ship optimized machine(s) to magazines for review.
Customer Escalation Engineer - Server Products Division 1994 - 1996
Provided support to Level 1 and Level 2 customer support centers of
international subsidiaries of Compaq Computer Corporation.
. Managed a case load of up to 140 open issues per week while working
on the post sales server support team. Issues were either resolved
with known solutions or reproduced and escalated to Systems
Engineering for resolution.
. Primarily responsible for supporting Server Division products
running Microsoft Windows NT 3.51 and NT 4.0 Server operating
systems.
. Utilized Lotus Notes for issue tracking and follow up.
Test Engineer - PC Products Division 1990 - 1994
Worked as part of a team to identify risks in new platforms, designed
test plans to expose product issues and performed tests that
integrated third-party hardware and software.
. Performed product validation testing of pre-production and
production Desktop and Laptop products in networked and stand alone
configurations.
. Coordinated efforts with other test groups to verify complete test
coverage of all components.
. Solely responsible for connectivity and compatibility testing of
3270 and 5250 emulation cards crucial to maintain support of
banking and finance customers.
Education
Executive MBA - Texas A&M University
B.S. - Business Computer Information Systems - University of Houston,
Downtown
MCSE - Microsoft Windows 2000
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