Shawn P. Murphy

QA & Open Systems Professional

Skills

Quality Assurance: Agile. Scrum. Hardware/Software/Firmware Testing. Performance Testing. Functional Testing. Integration Testing. Regression Testing. Manual Testing. Verification Testing. Defect writing and resolution. Troubleshooting (Local and Remote). Problem Solving. Hand tools. Digital Multi-meters.

Hardware: Desktop & Laptop Computers. Printers. Linksys/Cisco/Juniper/Nortel Routers & Switches. IBM/Lenovo System X, HP, Kingstar, Dell, & Fujitsu Servers. IBM/Lenovo, HP Blades. IBM/Lenovo Pure Flex Servers. Cisco UCS. IBM Flex Storwize V7000. IBM Flex System Manager. NetApp Filers. Lenovo ThinkServer

Operating Systems: Microsoft Windows PC and Server OS. Multiple Linux OS (RHEL, SLES, Ubuntu, Debian), NetApp Clustered Data ONTAP, VMWare

Applications: Microsoft Office. Microsoft Outlook. Lotus Notes. IBM Configuration Management Version Control. IBM Rational ClearQuest. IBM Rational Clearcase. IBM Rational Quality Manager. Service Now. Concurrent Version System. Symantec Ghost. CloneZilla. Microsoft Exchange. WebEx. Lync.

Customer Care: Ticket resolution, Leading Conference Calls, Interfacing with Development as Needed, using Salesforce to document, track, and close cases

Scripting: C. Bash shell scripting.

Experience

Lenovo – Morrisville, NC

Client Care Quality Resolution Owner April 2016 – July 2017

Establish & maintain customer communications; Identify & engage resources to resolve issue(s); Update case database (Salesforce); Identify Triggers & Closed Loop issues; Acknowledge ownership to client; Review and confirm description of the problem; Identify and register the impact on the client

Establish and agree the client's conditions of satisfaction; Make appropriate commitments to client; Verify Problem Source entered by the Feedback Collector; Update demographic information about the client; Update BP Information; Update Notify List; Request an RTL if assistance is required from a Project Office

Input Trigger Codes to the lowest level; Update Current Status at least weekly for all active cases and as required for cases in Monitor or Client Delay; Regularly review Phase details and update as appropriate; Update Comments with relevant meeting minutes, emails and other activities; Manage action plans as necessary and lead meetings

Ensure the client is fully updated of progress throughout the complaint; Close complaints after reaching agreement with clients and determine eligibility for satisfaction survey

NetApp – Morrisville, NC

Engineering Support System Administrator December 2014 – January 2016

Responsible for a wide range of functions and expertise supporting QA and Development test teams to ensure that team objectives, ticket SLAs, and project deadlines were met.

Plan, design, implement, and lead hardware & software installation projects. Installation and configuration of Windows & Linux OS, as well as SAN/NAS as needed. Configure DNS, network switches, and routers.

Analyze, test, troubleshoot, and debug hardware & software. Plan, conduct and direct the analysis of business problems to be solved using Service Now.

Work with technical teams, to understand functional business needs and jointly develop solutions.

Problem diagnosis and resolution. QA of installations. Ensure client satisfaction and client management.

Report to customers and management on status, resources needs, and projected outcomes.

Lenovo – Morrisville, NC

Linux HPC Benchmark System Administrator July 2014 – November 2014

Built, troubleshot and administered clustered systems with high speed networks using appropriate tools. Installed OS, HPC stack including MPI and OpenMPI. Install, tune and manage parallel file systems. Installed software requirements using best of breed provisioning, system management, performance and monitoring tools. Administered performance and benchmarking requirements. Administered client requirements and scheduling.

Managed configuration of clustered/cloud systems using Extreme Cluster/Cloud Administration Toolkit in a Red Hat, CentOS, and SUSE Linux based environment.

Limited shell and perl scripting for the purpose of automating system discovery during cluster bring-up in xCAT. Layer 2 configuration of systems and network switches as part of the configuration of the overall cluster.

Cisco – RTP, NC

Data Center Support Technician April 2014 – July 2014

Working in a Cisco Datacenter as a Layer 1 Technician, build and deploy Server Cabinets in accordance with Data Center and intermediate distribution frame customer and industry standards. Install / decommission switches and servers in the data center.

Patching of equipment in the Data center. Installing manufactured fiber and copper patch cables. Cleanly dress cables to standards in an efficient amount of time. Follow patch plans and troubleshoot connections that do not comply with the patch plan.

Develop patch plans as necessary. Dispose of project material packaging in accordance with local disposal procedures.

Perform frame surveys to determine installation material as needed. Install grounding on devices in accordance with industry and customer specifications.

IBM – RTP, NC

QA Test/Hardware Development Engineer July 2005 – October 2013

Re-create and answer all hardware related defects as they are opened. Interact with management and test to ensure resolution of all defects in a timely and efficient manner.

Pre-flashing system firmware. Cloning of OS Installs to other drives using programs such as Symantec Ghost and CloneZilla; Perform RS testing, Unit testing, Functional testing, scalability and performance testing through each stage of the hardware and software development cycles on IBM X-Series Servers. Hardware testing to include bugging of hardware using soldered wires or manually grounded pins on connectors, to verify proper error handling by system control software.

Perform installation and configuration of each Tier 1 and Tier 2 IBM supported Operating Systems; Project management duties including, but not limited to, maintaining proper documentation of status and pass/fail statistics of systems under test; creating test configurations using test plan manager, developing test plans from functional specifications.

ATOS Origin – Statewide, NC

Various Contracts August 2004 – June 2005

Zurn Industries – Sanford, NC

Product Verification Test Engineer May 2003 – March 2004

StarChat IRC Network – Remote Access, USA

Network and Server Administrator March 2002 – March 2005

Nortel Networks – RTP, NC

QA Test Engineer December 1999 – August 2001

United States Air Force – Pope Air Force Base, NC

Electronic Countermeasures System Journeyman November 1995 – November 1999

Education

Keesler AFB Tech School – Keesler AFB, MS January 1996 – September 1996

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