Customer Service Engineer

Edmond Duro

Worcester, MA ***** 508-***-**** ******.****@*****.***

www.linkedin.com/in/edmond-duro

Summary

Self-directed, flexible, highly organized and multilingual senior software QA Engineer with a diverse background who performs multiple roles, achieves consistent results, implements time-saving process improvements and delivers innovative solutions to complex business needs. Extensive experience in all phases of software product life cycle, from requirements gathering through deployment. Wrote complex SQL queries and collaborated with Marketing team to spark a data-driven culture.

Maximized operational efficiency and team productivity through the development of comprehensive automation.

Automation Tool and Language Aptitudes:

Strong knowledge of automation scripting using C# and Telerik’s TestStudio.

Proficient in creating organized scripts and automation framework using SilkTest.

Proficient in writing complex PL/SQL and T-SQL SQL statements.

Platforms, OS, Tools, and Certifications:

Windows10, Win2012 R2, Win2008, Windows7.

Oracle 11g, SQL*Plus, PL/SQL Developer, SQL Server Enterprise Manager, Salesforce CRM, ServiceNow.

Certified client/server developer.

Experience

STRATUS TECHNOLOGIES, Maynard, MA 1999 – 2017

Senior Lead QA Engineer

Primary application focus: an internally developed customer service relationship management application known as “Atlas,” encompassing a suite of customer service/technical support tools, including case management, customer entitlement, and phone home alert tracking.

Created a TestStudio automation framework and automated test cases for several applications, which accelerated the average QA testing turn-around time by 25% or more, allowing the company to accept more testing projects without increasing staff.

Automated and streamlined the process to merge company records as part of data hygiene improvement initiative, decreasing errors and redundancy.

Wrote, executed complex SQL queries and collaborated with Marketing team to spark a data-driven culture and develop new email campaigns focused on driving portal use for case initiation instead of phone/email.

Performed SQL injection testing in Atlas web applications and found several vulnerabilities.

Tested Salesforce and its integration with other customer service relationship management applications, minimizing operation downtime by several hours per week and decreasing operating cost.

Created, maintained, and executed SilkTest scripts, resulting in automation of 40% of Atlas and 60% of ASM test cases, substantially improving the efficiency of the testing efforts. Served as the project lead for all SilkTest test automation.

Utilized ServiceNow to track and maintain QA project schedule, greatly reducing the time from start to completion.

Transitioned to a test-driven development (TDD) process, which brought QA testing and automation in the front end of the development cycle for gains in code quality.

Researched products and methods for tracking user stories and managing a backlog for Agile; chose Pivotal Tracker software. Implemented Agile/Scrum methodologies in IT processes by incorporating daily stand up and bi-weekly sprint reviews.

Wrote and executed test cases for Data Archiving project directly querying, updating, deleting, and inserting into an Oracle database, which reduced the database space and improved its performance.

Mentored QA members on Atlas database, SQL queries and automation.

Contributed to the functional specification requirements and review during analysis and design of Atlas roadmap releases and participated in all aspects of the dev/test/production build process.

Advised and participated in Disaster Recovery implementation, ensuring compliance.

Maintained QA lab systems of OS and application patches and security maintenance in accordance with company IT policies.

Created and executed performance and load testing scripts using Microsoft ACT tool; based on the results, recommended changes to the environment, which improved Atlas performance.

Contributed several knowledge base articles in ServiceNow as part of self-service initiative which improved product knowledge, expanded customer base and reduced customer complaints by 20%.

FIDELITY INVESTMENTS, Marlborough, MA 1997 – 1999

QA Engineer

Wrote test cases for the Defined Benefit application.

TIRANA UNIVERSITY, Albania 1989 – 1993; 1995 – 1996

Assistant Professor of Macropaleontology and Stratigraphy at the Department of Earth Sciences

Taught stratigraphy and paleontology. Worked on a project with Milan University regarding the Albanian Alps.

Researcher

Worked on a project regarding the geology of Albania.

LOW LEVEL RADIOACTIVITY CENTER, France 1994

Researcher

Worked on a paleoclimatology project concerning Indonesia.

PIERRE AND MARIE CURIE PARIS VI UNIVERSITY, France 1994

Researcher

Presented the first data about the Ostracodes in Guatemala.

Education and Training

Master of Science, Geology, Paris University, France

Bachelor of Science, Geology, Algerian Institute of Petroleum, Algeria

Certified Ethical Hacker training course, ITUOnline.com 2016

Lean Six Sigma Yellow Belt certified: Awarded Lean Six Sigma Yellow Belt; passed Yellow Belt Certification Examination 2015

Test Studio Instructor Led Training 2014

Developing ASP.NET Web Applications Using Visual Studio .NET, Pinnacle Training 2005

Course 2800: Microsoft Security Clinic Glow Training Center 2003

Oracle 8i: A comprehensive hands-on introduction, Learning Tree Int. 2001

Segue Intermediate and Advanced Training Course 1999

Client/Server Development Certified, Clark University 1997

Languages

Albanian, French, Italian, Spanish

Publications

Permian ostracodes (Crustacea) from Guatemala (Central America): first data

C.R. Academy of Sciences, Paris, t 320, Serie II a,p. 1109 a 1116, 1995

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