Technical Support Engineer and Software Test Engineer
Resume:
CANH PHAM
Grand Prairie, TX *****
********@*****.***
SUMMARY
An accomplished, self-starter, self-directed, results-driven, problem solver, and fast learner professional specializes in production application support, technical support, and monitoring for SQL, RDBMS, release, installation, upgrade, migration, integration, deployment, production, configuration, analysis, environment, testing, patches, maintenance, and troubleshooting; problem identification, ticketing, logging, escalation, solving and resolution; Proficient in SQL, RDBMS, MySQL, web and window applications, web services, computer networking, understand programming, C/C++, Java, XML, Perl, Windows, Linux, and UNIX. Knowledge in Agile, Scrum, DevOps, and Cloud Computing.
TECHNICAL SKILLS
● Languages: C/C++, SQL ● Databases: SQL, RDBMS, MySQL ● Scripting Languages: Perl, Visual Basic
● Web Server: IIS, ASP.NET ● Platform: .NET Framework ● Tools: The Hammer, Testpartner, JIRA, IRMS
● Networking: TCP/IP ● Systems: Windows, Linux, UNIX ● MS-Word, Excel, Power Point, PDF
● Methodologies: Black, White Box Testing, Waterfall, Agile ● Verbal and Written Communication skills
● Flexible, Adaptable, Organize, Prioritize, Attention to Detail ● Platform, Application, and System Support
● Self-Starter, Self-Directed, Results-Driven, Team Player, Fast Learner ● Time Management, Development Support
● Production Support; Problem Debugging, Logging, Analysis, and Solving; Defect and Incident Management.
PROFFESIONAL EXPERIENCE
NEC Corporations of America, Irving, Texas
Sr. Technical Application Support Engineer 2009 – 2017
Accountable for providing an outstanding production application and technical support, troubleshooting, solving, providing solutions to field associates, engineers, and customers related to SQL, systems, web server, databases, servers, documents, release, deployment, production, environment, down system, upgrades, installation, configuration, and operational. Created, updated, maintained, followed up, and provided solutions to issues on incident tickets.
Provided expertise and supported on critical issues, production application support, solving 17-28 production application issues, responded to service/issue requests for internal and external customers providing recommendation and solutions on new and existing applications daily and quickly under minimal supervision so as to avoid or minimize system downtime.
Assessed initial severity, gathered impacts, created tickets, engaged necessary support teams, and escalated as necessary to provide solutions quickly.
Took ownership of issues, root cause analysis, analyzed logs, debugged, researched, identified issues, collaborated with DQA and developers to solve issues and provide resolutions quickly.
Coordinated with various support teams across the organization and carried out activities related to issues reported incident and solved problem quickly.
Performed SQL queries to analyze and troubleshoot data in SQL database ensuring data correctness and intact, data reporting, and provided solutions.
Prepared, managed, and performed software professional service and conducted training resulted in more revenue.
Constantly looking for ways to improve debugging, analysis, solving, customer service, and production application supporting process to meet or exceed customer expectation.
Participated in training document reviewing process ensuring completeness and accuracy.
Sr. Systems Engineer 2004 – 2009
Testing process improving management; prioritized test plan, test procedure, test case design and execution on new and existing products to meet deadline; test bed and lab setup, maintain, improvement and management; bug, defect and incident tickets creation, maintained, management, reported; supported development and production application, software release and delivery for RC and GA; products, platform, integration, regression, system, functionality, compatibility, features, performance, and UTA test.
Attend requirement, functional, project, and status meeting to provide inputs and presented on testing progress status.
Identified what are to be tested by participating in the requirement, functional and design meeting in early stage.
Supported the software RC and GA delivery, deployment processes, development and production applications.
Thoroughly tested multiple releases of applications from start to finish; performed User Acceptance Test per procedure resulted in potential sales.
Performed SQL queries to analyze and troubleshoot data in SQL database ensuring data correctness and intact, data reporting, and provided solutions.
Identified software bugs, defects, and proposed solutions; verified, validated implemented solutions, fixes and patches against different releases on Windows and Linux.
Improved software quality and minimize bugs through careful, thoroughly documented test plans and test cases per requirement, design, and specification.
Hardware and software integration, regression, functionality, performance, compatibility, configuration, and interoperability test.
Refined and improved documents with more details explained, reduced lots of issues and confusions for field associates on software installation, upgrade, and configuration.
Constantly looking for ways to improve software testing process for more efficient and to automate some of the testing to save time.
Improved documentation of testing practices to enhance their repeatability, saving time, money, and encouraging testing standardization and best practices.
Drummond Group, Inc., Fort Worth, Texas
Sr. Project Engineer 2002 – 2004
Oversaw, coordinated, facilitated and conducted conformance and interoperability test for EDI, and B2B E-Commerce over HTTP and HTTPS ensuring application vendors interoperable and compliance to RFC standards. Researched, interpreted RFC standards, and provided ideas and solutions to application vendors.
Administered and managed the UCCnet certification, conformance, and interoperability testing software project for 5 – 10 participants via conference call daily, provided recommendation and solutions.
Constantly looking for ways to improve the testing process for better, and more efficient.
Built, installed, setup, and administered a small Client/Server over secured network with certified applications running 24/7, helping application vendors test their software as much as possible without human intervention to reduce cost.
Marconi Communications, Irving, Texas
Sr. Support and Systems Engineer 2000 – 2002
Oversaw the testing lab setup, products integration and configuration, created, updated, executed, and maintained test cases for team members to use, participated in design meeting on new and existing product enhancement and modification ensuring test cases are updated accordingly.
Researched and recommended testing equipment to manager for the company.
Trained team members on test tools usage.
Performed User Acceptance Test and demonstrated VoIP products to customers increasing potential sales.
Protocol testing to ensure all products compliance to VoIP standards.
Constantly looking for ways to improve testing lab for better, and more efficient.
EDUCATION AND TRAINING
University of Texas at Arlington, Bachelor of Science in Electrical Engineering
SQL, RDBMS, SQL, MySQL, JIRA, VMWare ESxi, HperV, DevOps, Agile and Scrum methodologies.
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