Technical Support Engineer

Paul DePaolo, II

****.********@*****.*** Hillsdale, NJ 07642 201-***-****

Professional Profile

Test Planning & Execution Documentation & Training Cloud-Based & Mobile Applications

Software QA and Testing Engineer 15 Years’ Experience in Testing & QA for Cloud-Based, Mobile, and Desktop Solutions

Testing/QA Analyst; excels in a collaborative environment and provides insightful, intelligent solutions to a broad range of technical challenges. Drives progress forward on business critical initiatives by cultivating buy-in and engagement among cross-functional team members in a matrixed environment. Strong presenter with top-notch documentation and project management skills, additional strengths & qualifications include:

Test Cases Test Planning & Documentation Driver, Application & Compatibility Testing Quality Engineering

Business Process Optimization Technical Support Supervision & Training Technical Bulletins & Specifications

Product Quality & Performance Testing Data Analysis Project Analysis Process & Quality Improvement Quality Assurance

Excel Word Power Point Access Microsoft Dynamics E-Commerce testing and support Beta hardware and software testing Root Cause Analysis hardware and software Preproduction testing of AV Hardware and office equipment

Professional Experience

RICOH, Parsippany, NJ 2015 – Current

Senior Testing Specialist, RAC Technology Center

Accountable for the design, development, test and delivery of application specific products and software associated with RICOH printer products for integration into networked environments within US and European Markets. Customer focused to ensure all firmware and software supported applications for all new or existing products. While utilizing a Windows platform, developed Windows based products for operational functionality and compatibility with networks i.e, Novell, TCP/IP software, IBM Tivoli, and Unix.

Consulted with end users on specific network interface issues while preparing cost projections as needed for product management.

Proactively act as post-sale technical support while testing all software and firmware products for validation to design specifications.

Develop complex Project Plans including resource and schedule management, change management, creating test plans and coordinating test schedules, writing technical manuals, coordinate product certification from external vendors and create final project completion report.

Collaborated with a team of 6 to ensure timely completion of projects.

Team Leader, of a team of 6 collaborators. Lead the team’s daily activities: provide guidance and support to junior team member.

Responsible for determining QA priorities based on project timelines, and schedules, to ensure high quality and timeliness of releases.

Report status of progress of testing to shareholders via daily, weekly updates.

Maintaining and report all defects through Jira and other tracking software.

Daily use of Microsoft Dynamics to help support dealer staff and marketing support.

Beta testing of in-house and 3rd party software

Root Cause Analysis of hardware and software

SHARP ELECTRONICS CORPORATION, Mahwah, NJ 2012 – 2/2015

Quality Assurance Specialist

Developed and executed test plans, including pure Black Box, performance, and functional/regression testing for all Sharp installed, client/server, and cloud-based software applications. Served as the in-house expert on testing and quality procedures for mobile, desktop and integrated solutions, and partnered with marketing, sales, IT, and product development teams on pre-launch and go-to-market business process mapping and testing programs. Supported on-/offshore development efforts with training, testing, and documentation.

Cradle-to-grave accountability for testing and validating of Sharp Remote Device Manager, a device-agnostic mobile print queue management and cloud document storage/delivery solution.

Managed bug reporting and resolution for the all software development projects using JIRA, and produced reports, test cases and action plans for project/product managers.

Prioritized and established weekly/monthly deliverables for the all pipeline projects. Delivered high-level testing plans culled from business requirements, and scaled plans according to constantly changing scope and deadlines.

Worked closely with technical and product teams to identify and implement imaginative, intelligent solutions for quality/testing challenges throughout the entire software development lifecycle.

Beta testing of all hardware and software

AV preproduction and post production testing: White Boards, Display Panels, Digital signage, projectors

Root Cause Analysis and failure reporting to factory or all hardware and software

Environment chamber testing of all hardware: AV, Display panels, Whiteboards, and office equipment

Tested, Installed and maintained AV equipment at 9/11 Museum in NYC

GREAT ATLANTIC & PACIFIC TEA COMPANY, Montvale, NJ 2009 – 2010

End User Support Specialist

Analyzed and expeditiously resolved complex technical problems to mitigate productivity loss across A&P’s integrated desktop, printing, and application infrastructure in a multiplatform environment. Maintained accountability and ownership of all outages and issues from initial report to resolution, and advocated for user experience within the service organization.

Escalated critical issues to avoid impact to business continuity, and collaborated with local support managers on identifying short-term workarounds and long-term solutions.

Identified areas of opportunity via ongoing analysis of trouble tickets, and provided specialized training and support to user groups as needed.

Ensured integrity and optimal uptime of the network via strict adherence to upgrade/refresh schedules, and maintained asset inventory across multiple locations.

XEROX, Old Tappan, NJ 2008 – 2009

Network Analyst, Pearson Education

Provided onsite document management support for Pearson Education as a dedicated support analyst for Xerox Docucare services. Installed, maintained, and performed break/fix repair for four different sites with approximately 500 cross-functional end-users. Attended monthly account meetings, and cultivated relationships with client-side stakeholders at all levels of management.

Took the lead on several multifunction device (MFD) installations, and implemented maintenance plans for each location to maximize uptime while managing costs.

Achieved and/or exceeded tiered service level agreements for front-line and high-priority end-users.

Produced and managed revision control for technical and product documentation, and trained users on equipment features, functions, and advanced capabilities.

BUYERS LABORATORY, INC., Hackensack, NJ 2004 – 2008

Senior Test Engineer

Advanced from Systems/Network Administrator role into senior QA/test engineer position for 3rd party quality testing and verification provider. Reporting to the Lab Director, designed and executed test plans to validate performance of digital imaging solutions in line with product documentation and marketing materials.

Conducted unit performance assessments for pre-release and one-month durability testing programs. Executed and documented results of rigorous quality, speed, ease-of-use, and ease-of-setup assessments.

Partnered with clients on customized testing. Spearheaded requirements gathering, test design, and presentation of findings, complete with detailed reports and qualitative metrics.

Maintained security and stability of the test network weekly backups, upgrades, and performance monitoring of the entire Windows network/server environment.

SHARP ELECTRONICS CORPORATION (Contract), Mahwah, NJ 2002 – 2004

Lab Support Engineer

Conducted pre-sales technical support and testing for Sharp’s full line of multifunction devices. Installed and tested systems and solutions on multiple OS, including Windows XP/2000/NT, DOS and Linux Red Hat, to confirm seamless operation and functionality within the client environment. Maintained and installed hardware/firmware upgrades on enterprise imaging solutions within the Document and Network Solutions Group.

Set up and documented the lab environment, comprised of over 20 different Sharp multifunctional devices, and worked extensively on verifying compliance with HIPAA and Common Criteria requirements.

Partnered with external vendors, i.e. Fiery, Toshiba, Liberty and Equitrac to isolate, troubleshoot, diagnose and resolve compatibility issues.

Instrumental in capturing a 175% revenue increase for the Sharp EZCluster solution, a best-in-class print queue platform with built-in integration across the entire digital imaging line.

WARPDRIVE NETWORKS/US CABLE, Paramus, NJ 2000 – 2002

Technical Support Supervisor

Advanced from Network Administrator to a supervisory role. Managed a 10-person remote and desktop support team for a regional ISP with residential and business-class service offerings, including T1-T3 wireless internet, web hosting and individual/corporate email. Scheduled and monitored performance of a 10-person Tier III support team, and personally provided Tier III response and remediation for personal service outages and issues.

Authored and institutionalized a 500-page troubleshooting manual, complete with step-by-step guides and call scripts for the most commonly reported issues.

Optimized customer experience, utilizing Remedy help desk systems to log, track, analyze, and strategically address service issues, response times, and effectiveness of follow-up.

Performed in-house QA for new products, services, and solutions in the pipeline. Served as a valuable resource during roll out and ramp-up for market introductions.

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