Technical Support Engineer

PROFILE

Cum Laude graduate with a Bachelor of Science in Management Information Technology.

Experienced with PC Repair, Window Operating Systems, iOS, and Android.

Over five years of experience in Technical Support.

Over four years of experience in Quality Assurance.

Experienced using HP Application Lifecycle Management (ALM), Atlassian Jira, Confluence, Test Link, Zephyr Test Management, BugZilla, Microsoft Dynamic CRM, Rally, Service Now, Seibel Merlin, SAP CRM and Salesforce.com(SFDC).

Experienced using developer and accessibility tools cross browsers Firebug, Firefox, Internet Explorer, Google, Safari and Splunk to isolate issues within Web Based applications during testing phases.

Experienced using Google Tag Assist and Google Analytic to analyze how customers utilize Web Based applications.

Interpreted XML files, CSV files, JSON files and HTML CCS style sheet to identify discrepancies.

Ability to multi-task and work closely within a team.

Worked in an Agile and Waterfall environments.

Experienced working in the Payroll, Financial, Educational Technology and Health Care Industries.

EDUCATION

University of Massachusetts, Lowell 05/2009

Bachelor of Science in Management Information Technology

Cum Laude

Certificate in Security Management/ Homeland Security 05/2009

Certificate in Data Telecommunication 05/2009

EXPERIENCE

Casenet LLC, Bedford, MA

Software Quality Assurance Engineer 05/2017-11/2017

Created, executed test plans and test cases over Agile methodology based on user’s stories requirements and changed requests utilizing Zephyr Test Management tool.

Worked with Customer Support, Developers, Quality Assurance, and other departments to find resolutions for open defects.

Provided on-going technical support as needed to help identify and resolved complex issues that may require analysis and in-depth evaluations for reported issues on Healthcare platform.

Worked in an Agile environment with other Software QA Engineers, Developers, Customer Support, and Subject Matter experts to ensure stories are groomed and prioritized in order to be in-line with the Software Development Life Cycle (SDLC).

Executed manual functional tests using appropriate tools and requirements to report defects for specific product functionalities.

Tracked defect status for assigned product areas and verified resolutions for all defects on assigned project.

Setup and organized lab configurations to perform functional and system testing.

Identified, analyzed, and documented defects, questionable functions, errors, and operational characteristics that are inconsistent with requirements and design specifications.

Reported and tracked bugs using Jira tool to ensure issues have been correctly identified and responsible parties are addressed to resolve issues reported.

Lexia Learning (Company of Rosetta Stone), Concord, MA 07/2014-03/2017

Quality Assurance Analyst

Manually created, executed and tracked test cases using Test Link management case tool.

Produced customer’s scenarios that replicate real-world product usage into test cases.

Understood developer design specifications and write new test cases with traceability into that specification.

Performed root cause analysis and implement corrective action processes.

Utilized tools such as MySQL, Splunk, Google Chrome developer and Firebug to troubleshoot issues.

Ensured customer support is fully versed in the technical implications of new product releases.

Worked in a team-oriented environment with other QA analysts, programmers, customer support, educational content and research experts.

Prioritized multiple, simultaneous assignments from within and outside of the QA group, including from off-shore QA contacts.

Escalated software’s defects using bug tracking tools such as Jira and created knowledge-based articles using Confluence.

Executed manual mobile testing on iOS and Android devices for all educational apps.

Performed across Operation Systems platforms and across browsers testing during the regression phase prior to live release of all Web Based educational products which is in-line with Software Development Life Cycle.

Utilized Google Tag Assist and Google Analytic to identify customer’s interactions.

Curriculum Associates, North Billerica, MA

Tier 2 Technical Support Engineer 07/2013-07/2014

Provided customer support and technical issue resolution via email, phone, Live Chat, and other electronic media.

Provided solid technical assistance including networking, firewall, and security troubleshooting with Windows and MACs based customers.

Provided guidance and training to customers in the use of all Web Based educational products.

Troubleshoot application defects in the database using MySQL.

Became proficient in all Curriculum Associates Web Based educational products.

Performed GoToAssist and Live Chat desktop sharing sessions with customers.

Escalated technical or application issues to Tier 3 team via Rally Defect creation.

Created and update procedures and technical documents.

Cross-trained other technical staff as necessary.

Wolters Kluwer Financial Services, Waltham, MA

Technical Support Engineer 03/2012-07/2013

Provided essential 1st and 2nd -level technical support to all 1900 customers within the US through telephone and other resources to resolve installation, data and formatting issues.

Answered application questions and troubleshoot technical problems with all Web Based products such as RiskID, Advanced Intelligence Suite and Anti-Money Laundering financial products.

Worked with the Product Management, Quality Assurance, and Development departments to identify and resolve client’s issues.

Seek and communicated opportunities to improve the product installation process, usability, and delivery of educational information to customers.

Performed project- based assistance as needed.

Utilized GotoAssist for remote access to better service customers.

Tracked cases into Seibel Merlin and SAP CRM ticketing systems.

Paychex Inc, North Reading, MA

Technical Support Specialist 04/2009-03/2012

Worked as the technical support point-of-contact to all 2500 Paychex’s clients within the New England regions of MA, ME, NH, RI and VT. As well as provide second level on-call support to Paychex’s client across the US.

Provided comprehensive product support and technical issue resolution to customers via emails, phone, remotely, and in-person to diagnose and resolve software, user and systems issues.

Conducted research of recurring problems/issues to determine root causes and devised viable solutions for customers.

Conducted on-site software installations for clients to resolve non-standard systems issues.

Provided additional technical product trainings to all clients on-site as well as through GoToMeeting

Assisted and supported sales representatives in pre-sales efforts through technical trainings/presentations or answering technical questions.

Maintained knowledge of Preview and software changes; monitored major changes and trends in the PC industry to better service our clients and employees.

Served as local IT professional to install and maintain local hardware and Microsoft standard applications within the branch.

Served as subject matter expert regarding new Preview software releases; communicating with corporate IT department to resolve software issues.

Responsible for setting up new Preview hosted clients to ensure the client can process payroll using the service.

Monitored and tracked update versions of the Preview software twice per year to ensure clients are up-to-date.

Used WebEx to assist client thus reducing time spent on troubleshooting client PC and better servicing our clients.

Knowledgeable and experienced with issue management and/or ticketing system such as Salesforce.com.

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