Software Testing and Quality Assurance
Resume:
Oshkosh, WI *****
Michael R. Vils
Accomplishments:
Established and supervised several Technical Support call centers. Also started and maintained Quality Assurance standards for Software Testing procedures to maintain the quality of the software product in response to customer input. Active in Training methodologies for each product.
Experience:
1/2006 – 12/2016 NavigatorMD, Inc. Knoxville, TN
Customer Relations Manager
●Responsible for customer satisfaction and retention.
●Responsible for training classes via the Web and on site for customers.
●Assisted customers in solving their software issues via the phone and Web.
●Assisted Sales Support functions as requested.
●Responsible for all Quality Assurance functions.
●Maintained and created Help file for product.
●Processed monthly data feeds for customers and insured data integrity.
7/2001–11/2006 AutoTester, Inc. Dallas, TX
Customer Support and Services Manager
●Supervised 3-5 people in Customer Support and Services.
●Responsible for Customer Success Program to insure total customer satisfaction
and retain those customers.
●Conducted monthly training classes related to AutoTester software via the Web for Customers.
●Assisted Customers in solving their software issues via the phone and Web.
●Executed sales related demonstrations of AutoTester software products for Sales Support.
●Responsible for maintaining the “Answer Book” within the call tracking software.
●Managed Customer software issues (bugs) and insure that they are resolved and fixed in a timely manner.
●Assisted Marketing by E-mailing existing and potential customers of our latest releases or software offerings.
●Assisedt in any Sales Support functions as requested.
9/1995–7/2001 AutoTester, Inc. Dallas, TX
Quality Assurance Analyst/Senior Customer Support Representative
●Responsible for quality of AutoTester for Windows95/NT, and automated Software
Testing product.
●Assisted Customer Support Representatives with problem resolution and solutions.
●Assisted Customers with procedural/technical questions.
●Solved Customers software issues via the phone and Web.
473 Oak Crest Drive
Oshkosh, WI 54904
Michael R. Vils
9/1994–9/1995 Color Tile Information Center Ft. Worth, TX
Programmer/Analyst/Trainer
●Enhanced and customized Expert System.
●Responsible for training Specialists on Expert System.
●Backup support for complex software problems and resolutions
9/1992–9/1994 Color Tile Information Center Ft. Worth, TX
Information Center Supervisor
●Responsible for all day to day support for 800 + retail locations.
●Supervised 6 Employees and 1 Programmer.
●Coordinated equipment replacement with in-house parts depot.
1/1991–10/1992 Color Tile Information Center Ft. Worth, TX
Programmer/Analyst
●Developed and maintained custom programming for the Information Center
utilizing the Expert Advisor software package by Software Artistry.
●Responsible for Local Area Network maintenance and administration.
2/1988–1/1991 Color Tile Ft. Worth, TX
POS Trainer/Support Specialist
●Installed and configured POS equipment at store location.
●Trained store personnel on all register transactions.
●Telephone support and problem resolution.
●Tested Radius Plus software before release to field.
●Aided in the development of department policy and procedures.
●Maintained procedure manual.
●Involved in evaluating automated call tracking software for the Information Center.
●Special projects:Store communication problem resolution, payroll adjustments, and Software verification prior to the software rebuild project.
Computer Software:
MS Word, PowerPoint, Excel, CRM, Outlook, SQL and Internet
Education:
University of Wisconsin Stout Menomonie, WI
●Concentration in Studio Art, Industrial Design and Speech
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