Quality Assurance Customer Service
Resume:
Ralph Gutierrez
*** * ******* **, ******, CA ****2
*********.*****@*****.******.**************.****
CAREER PROFILE
* ***** ******** ******* ********** advanced technical support on wireless phones and
devices
10 years of combined Air Force officer and civilian management experience in software
engineering and leading teams in the research, development, quality assurance, and
management of software and database applications and network administration.
Program Manager for the Symantec Antivirus emergency Response Center. Coordinated
worldwide antivirus programming efforts.
Bachelors Degree in Computer Science from the United States Air Force Academy
TECHNICAL SKILLS
A+ certified remote support technician. Trained in object oriented design using ADO.NET,
ASP.NET, C#, Visual Basic, and Java. Experience with algorithms and data structures.
Familiar with SQL Server, HTML, CSS, Photoshop, Flash CS4 and Actionscript 3, Android
development, Microsoft Office (Word, Excel, Outlook)
PROFESSIONAL EXPERIENCE
Verizon Wireless, Houston, TX Jul 2004Aug 2010Advanced Technical Support Coordinator
Provided exceptional customer service and technical support for the company s entire
line of voice and advanced data products: Blackberry, Windows Mobile, Palm and Android
Troubleshot both PC and device hardware/software and network/application issues.
Provided detailed information on how to setup/configure data and voice products
Demonstrated exceptional communication (verbal & written), negotiation and independent
decision-making skills. Able to effectively multi-task and take initiative.
Hacienda LaPuente Unified School District, Hacienda Heights, CA Nov 2001Jun 2004Elementary and High School Teacher
Taught both beginning and advanced Algebra classes to grades 9-12, using a variety of
lesson plans to emphasize functions, logic and problem solving using applied mathematics.
Able to walk into any elementary or high school classroom and confidently teach, tutor
and manage the behavior of over 100 students throughout the day in a variety of classes,
including Algebra and Geometry, English, Science, and Computer skills.
Symantec Antivirus Response Center, Santa Monica, CA Dec 2000Sep 2001Program Manager
for Antivirus Development
Supervised worldwide efforts within Symantec s Antivirus Response Center (SARC) by
directing development and quality assurance teams focusing on computer virus emergencies.
Reduced emergency antivirus software production timeline in half from 8 hours to 4 by
consolidating procedures and personally managing developer and quality assurance efforts.
During several worldwide virus outbreaks and customer emergencies, the reduced timeline
saved countless customers time and money, greatly improving Symantec s reputation.
MILITARY EXPERIENCE
Air Force Information Warfare Center, Kelly AFB, TX Apr 1996Nov 2000Systems Security Software and Network Engineer
As the chief infrastructure engineer, designed, built and administered a 40 node
Solaris/Linux/Windows development and test computer network for 50 engineers. Expertly
managed the computer network lab s $200,000 hardware/software budget. Managed the help
desk to quickly resolve problems and assist users.
Trained and led a technical crew of 30 personnel in support of a 24/7 operations center
supporting rapid reaction network security operations during several high profile joint
Air Force/Navy exercises. Upper management praised expert supervision and training.
Rigorously developed and tested numerous computer security tools as the lead QA
engineer. Used configuration management procedures to document and baseline tools.
55th Computer Systems Squadron, Offutt AFB, NE Jun 1991Apr 1996Systems Software Engineer
Directed a 5-person network software development team in producing several hundred
software modifications in support of a major release to 95 Air Force installations.
Improved the ease of use, functionality, maintenance and graphical interface of a
complex vital operations center tool that monitored a wide area network of 95 Air Force
communication stations by directing a project to port the tool from Ada to Visual Basic.
EDUCATION
DeVry University,
Pomona, Ca
Bachelor of Science
in Game and Simulation Programming
Expected Graduation October 2012
Bachelor of Science
in Computer Science
United States Air Force Academy
1991
TRAINING AND CERTIFICATION
18 Credits of graduate level courses in Computer Science algorithms and data
structures, University of Nebraska, Omaha, Nebraska 1992-94A+ Certified Professional - Remote Support Technician, October 18, 2007
.Net Visual Basic Programming, Mt. San Antonio College, 2003
Java Fundamentals and Advanced Java, Mt. San Antonio College, 2003-04
A+ Essentials and Remote Support Technician, TechSkills, 2007
Developing Windows-based Applications with Visual Basic .NET, TechSkills, 2008
Designing Databases with Microsoft SQL Server 2000, TechSkills, 2008
.NET XML Web Services and Server Components, TechSkills, 2008
Certified Internet Webmaster Foundations and Site Designer, TechSkills, 2010
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