Customer Service Engineer

E D U C A T I O N

Colorado Technical University, Denver, Colorado

Master of Science Computer Science

Master of Science Management-Information Technology

Cumulative GPA 3.95

Fort Lewis College, Durango, Colorado

Bachelor of Arts, United States History

Graduated Magna Cum Laude

Cumulative GPA 3.9

S K I L L S

Automated Testing Tools and Verification Tools

Selenium WebDriver/Eclipse, Apache JMeter, Junit, NUnit, TestNG, Soap UI Pro, Git/bitbucket, QTP, Fit, PuTTY

Programming and Scripting Languages

Java Script, Perl, Java, C#, UNIX shell scripting languages (Bash, Bourne), XML, HTML, SQL

Agile Methodologies and Documentation Tools

Agile Project Development, Sprints and Scrum, Rally, Jira, Git, Jenkins, Quality Center, QAComplete, MS Team Foundation Server, MS Test Manager

Networking and Operating Systems

UNIX, Linux, Windows 7/8

UNIX programming and networking

UNIX certified

Databases

MySQL, MS SQL Server 2012, MS SQL Server 2008, Mongo DB, IBM DB2

E-R modeling experience

Extensive experience with the RDBMS model

Areas of Concentration

Software Engineering

System Administration

System Analysis

Extensive experience with software testing techniques

Experience with Object Oriented Programming and Object Oriented Development methodologies

Experience with Agile project methodologies

C E R T I F I C A T I O N S

UNIX Systems Programming

UNIX Network Administration

Computer Systems Architecture

Systems Engineering

Software Development

Information Systems Security Professional

Networking and Telecommunications

Database Management

W O R K H I S T O R Y

QA Automation Engineer, First Data, 2016 – Present

Develop, run and maintain Java test automation scripts against new and existing code bases. Build test automation framework code in Java. Apply functional knowledge and technical expertise for test planning, design, scripting and execution. Develop test cases by reviewing business documentation and application requirements to ensure proper test coverage is established. Create and update QA test process documentation when necessary via SharePoint. Analyze issues and document resulting defects into Jira for tracking purposes and resolution. Use Git/Bitbucket for source control. Track user story progress via Rally. Manually tested applications when necessary. Run SQL queries against associated databases to ensure test validity and data integrity. Projects take place in an Agile environment. Attend daily scrums to communicate QA testing status, bring up any issues that may impact testing efforts and to ensure project milestones are met and schedules maintained.

QA Automation Engineer, Pacific Metrics ACT, 2015 – 2016

Development, maintenance and management of Automated Test Suites. Write and execute Automated Tests in Selenium via Junit and TestNG for functional, integration and regression testing against new and existing code. Perform Manual Testing where necessary. Design and execute test plans and test cases for software inspection, verification, and validation. Test programs for validity of results, accuracy, reliability and conformance to established standard set by project requirements. Create smoke and regression test scripts to verify product functionality and points of integration dependencies. API 's, user interfaces, web services, and/or web apps and direct database queries verified via automated MySQL test calls. Identify differences between established standards and user applications; and recommend or suggest modifications to conform to standards and client requirements. Monitor program performance post implementation to document and prevent reoccurrence of program operating problems and ensure efficiency of operations. Open new defects and track user story progress via Rally. Track test status, evaluate defects, and provide written reports to project team members. Effectively communicate quality assurance status and issues within and to cross-functional work groups. Communicate clearly and concisely with clients, customers, and senior management regarding issues, status and development. Develop documentation to describe program evaluation, testing and corrections for groups outside of the QA Department. Develop utility programs to test, track and verify defects in software program. Write and execute performance, load and stress tests in JMeter.

Consulting QA Automation Engineer, Towers Watson, 2013 – 2015

Write and execute Automated Tests and new and existing builds in Selenium. Perform functional, integration and regression testing against new and existing code. Work closely with Business Analysts and Developers to ensure all business requirements, project milestones and target dates are reached and achieved in order to keep testing efforts on schedule with project deadlines. Research, analyze and develop an understanding of project's story requirements and technical specifications in order to create new test cases for total test coverage. Create detailed test cases as well as keep records of project testing progress via Test Manager and QAComplete. Track project stories and open software bugs through TFS and Jira. Execute positive and negative tests to meet all aspects of the requirements and technical specifications of the project for the software product under development. Execute tests via different browsers and operating system combinations to ensure the code running the applications functions as intended. Mobile testing via iPad and iPhone. Create and execute SQL queries to verify that code is migrating to the SQL Server databases correctly. Execute manual tests against code in different testing environments to ensure that code deployments have not damaged existing code as well as to verify that code fixes needed to resolve bugs are function correctly.

Consulting QA Automation Engineer, Visa, 2013

Provide Production level support through the use of performing Functional, Regression, Smoke, UAT and performance testing to troubleshoot issues against existing design specifications. Quickly respond to Production incident requests. Test new mobile applications via Selenium. Perform Web Services testing via SOAP UI. Verify the test results in SQL Server databases and IBM DB2 databases via SQL queries as well as extracting data for analysis. Verify associated test data in the system logs and application logs for back end validation. Use Putty for data validation in a Linux environment via Linux commands. Set up new client profiles for testing purposes. Write and execute test cases via HP ALM.

Software Quality Engineer, Pearson Education eCollege, 2008 – 2013

Test alpha and beta versions of Pearson eCollege software products through functional, integration, regression and performance tests in a .Net environment. Execute automated and manual tests to meet the requirements and technical specifications of the project for the software product being developed. Set up and execute regular automated BVT’s to perform maintenance testing on existing products via Lab Manager. Write and execute automated Web Services tests via Fit, Selenium and SOAP UI Pro. Research, analyze and develop an understanding of project requirements in order to create test plans and test cases using the project’s technical specifications to keep testing efforts on schedule with project deadlines. Create detailed test cases as well as keep records of project testing progress via Quality Center (QC). Execute SQL queries to perform database verification during automated and manual testing. Troubleshoot and resolve technical issues that occur during testing efforts by working with different departments in the company via written and verbal communication. Work closely with the Development and Product teams using Agile methodologies to ensure all project goals, business requirements and target dates are reached and achieved. White box and Grey box testing of individual software components to ensure quality before release. Perform long distance integration testing by working with different branches and people in the company via black box and grey box testing.

Help Desk Technician, Pearson eCollege, 2007– 2008

Answered incoming phone calls, e-mails and chats concerning end user questions and difficulties pertaining to the eCollege software application. Troubleshoot and resolved end user technical difficulties with third party software used in conjunction with the eCollege application while providing a high level of customer service. Resolved issues for users utilizing Windows XP and Windows Vista as well as Mac OS X. Researched system and user issues and, if necessary, escalated them to alternate departments for further study and resolution.

Technical Support Specialist, Zoll Data Systems, 2006

Researched and resolved complex software and system issues for customers. Answered incoming customer calls in a very busy call center setting while researching and resolving outstanding issues. Tracked and researched issues through the use of ticketing software. Extremely strong technical aptitude with MS SQL Server as well as servers and clients. Used Relational Database knowledge to resolve synchronization problems and user errors pertaining to wireless mobile units, administration systems and various servers. Multi tasked and handled projects simultaneously while being detail oriented and using follow up skills to tailor specific solutions. Used communication and customer service skills to interact with clients in order to resolve their particular software issues. Resolved problems with Crystal Reports used by the clients. Connected to customer’s systems through the use of VPN and WebEx sessions to troubleshoot and diagnose problems to provide technical support for software, hardware and systems.

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