Technical Support Engineer
Resume:
RESUME OF SERGIO SHIMABUKURO
***************@*****.***
Objective Seeking a full-time position in the Testing & Quality Assurance Engineer position.
Education Bachelor of Science in Telecommunications Management
DeVry University - Pomona, CA
Graduated - June 2001 GPA: 3.36/4.0
Experience Nine years of Mobile and bench test experience with high level proficiency using Enterprise Tester management software. In conjunction, reporting bugs with programs such as JIRA, ClearQuest and Mantis Bug Tracker. Basic knowledge of Microsoft SQL and Javascript.
Bilingual team player with multi-cultural experience with traveling to India, Germany, Mexico and Japan as part of my job requirement.
Key Skills Microsoft Office Reporting/Bug Tracking Test Plans Procedures/Processes
Mobile Testing IOS/Android Testing Software Update Testing
Acceptance Testing UI Compatibility Testing Performance/Stress Testing
Basic SQL JIRA Basic Javascript
HP Quality Center Charles Wireshark
Work History
Apex Systems Inc. May 2016 – November 2017
Client: AT&T
Mobile App Tester
Developed various outside the box test cases that customers may encounter while using a DIRECTV mobile product.
Ensured test coverage of all assigned feature
Read and understood technical documents including but not limited to specifications, procedures, whitepapers, and ICDs.
Troubleshoot and documented bugs associated with deviations from the feature specifications.
Developed and created test procedures based on product specifications.
Maintained and updated test procedures as new information is delivered and be able to validate and execute test cases.
Researched new ways to test new functionality and how to decrease testing time.
Apex Systems Inc. February 2016 – May 2016
Client: Sempra Energy
Software Tester (IVR Application Testing)
Provided optimal design recommendations for supporting business requirements and overall objectives of the project around channel containment, usability, and customer experience.
Reviewed solution design with project team and to obtain and document acceptance from Company Business SME.
Supported testing team activities.
Provided Spanish translation for IVR menu prompts.
Tested IVR call flow in English.
Tested IVR call flow and validate Spanish prompts.
Made recommendations for improvements in user experience.
Made recommendations for improvements in Spanish prompts.
Supported other testing activities (e.g. User Acceptance, Performance, etc.)
Provided production support for IVR applications.
Ensured quality of service by applying best practices in testing methodologies and usage of tools.
Apex Systems Inc.
Client: Kaiser Permanente November 2015 – January 2016
Software Tester (IVR Application Testing)
Performed UAT on a new enterprise IVR system that will be used by Kaiser
Permanente members for pharmacy prescription refills and call routing to Call Center.
Analyzed and understand the business requirements, understand the functionality and test case.
Reported incidents/problem tickets of issues with IVR application.
Performed user acceptance testing of fixed defects, tested and validated new requirements as well as validated additional and ad hoc testing. Attended meetings/calls with vendor to discuss and provided additional information about the defects and reported to the Project Manager - results, test metrics.
Humax Americas February 2015 – September 2015
Software Quality Engineer
Tested STBs (set top box) in various software development process, specifically, projects based on client’s middleware, which included tuning, recording, playback, manual and automated testing. Functional and Performance, (auto-stress rack automated), Stability Testing (additional manual testing against a reduced test plan designed to be completed quickly to ensure software stability.)
Production Software Verification testing to verify the software image that is applied in the production line on a development box and converted into a production unit, in which version checking and basic functionally test are performed.
Teletrac Navman October 2014 – February 2015
Customer Support Representative
Logged and handled all incoming customer requests via phone, email and fax.
Worked with customers to reach problem resolution quickly and in an efficient manner. When necessary, escalated to proper department and conduct close follow up.
Troubleshoot software issues and devices using necessary tools and resources. Tested OTA communication between devices and fleet management software and networks.
Scheduled vehicle service appointments as needed.
Performed other duties as assigned.
Nova Management Inc. January 2008 – July 2014
Client: MiTAC June 2007 – August 2007
Mobile Tester
Developed test cases according to the system requirements. Tested GPS hardware/software functionality in a lab and outdoor environment. Tested Client Server and web-based application.
Verified the process of software upgrades, installing new releases and performing acceptance testing.
Tested Mobile Navigation Apps for iOS and Android platforms.
Reported bugs using JIRA and updated status directly to software and system engineering. Coordinated with project management and engineering for testing sustaining releases for future software upgrades.
Cardinal Health August 2007 – January 2008
Project Specialist
Provided advanced level Technical & Clinical Assistance to VIASYS Clinical Service (VCS) customers on the operation, troubleshooting, and repair of company products. Documented all correspondence and disseminate information as needed.
Provided support for all functional groups within VCS in cooperation with project management, product management, development, quality control, production and service. Coordinated and supported Repair Department and Warehouse Department for logistic solutions of customer’s repair orders and replacements.
Magellan Navigation August 2001- June 2007
Technical Support Engineer/Quality Support Engineer
Technical Support Engineer: Answered heavy volume of phone calls and emails assisting customers with technical issues with their GPS units and software programs. Tested GPS units and mapping software programs for GPS units before they are released. Provided internal technical support by troubleshooting returned GPS units and CD software from customers. Created and maintained FAQs for online support.
Quality Support Engineer: Assisted in new product development in design and usability. Identified opportunities for improvements and innovation. Beta tested GPS equipment and software. Prepared training materials, flowcharts and procedures and provided training and support for technical support team overseas, Quality monitored in-coming technical support calls and database applications in order to improve work process. Coordinated and supported Repair Department and Warehouse department for logistic solutions of customer’s repair orders and replacements.
Personal Motivated Team-Player Superior Organizational and Analytical Skills Goal- Oriented Able to Comprehend and Handle Complex Command & Situations Able to Speak, Read and Write in Spanish Fluently Willing to Travel
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