Engineer Customer Service

Chad Allred

*******@*****.***

Professional Summary

Excellent analytical and creative problem-solving skills gleaned from a comprehensive background in software development, with experience in defining and gathering requirements for designing for web and mobile devices, developing web front end with responsive design, writing test cases, quality assurance, user-acceptance testing, application metrics, writing system and functional tests, mentoring junior analysts, and well versed in project management principles.

Technical Skills

Operating Systems: Windows and Windows Sever, Unix/Linux

Software Tools: Visual Studio, Dreamweaver, Quality Center, Clear Quest, Clear Case, SQL, AQT, Enzyme, Excel, Mix Panel, VMware, Test Case Manager, TestRail, MongoDB, mLab, Jira, and Git, Azure, AWS

Programming Languages: C#, JavaScript, Node JS, React, Angular, Python, Java, HTML5, CSS, VBScript

Education

Certificate in Programming for Web and Mobile Development (Completed 2017) Bellevue College

Certificate in Systems Analysis North Seattle College

Bachelor of Science in Industrial Technology Western Washington University

Professional Experience

Microsoft (thru Allyis) Kirkland, WA

Support Engineer September 2017-

Analyze customer issues, trouble reports, and service requests to uncover defects and errors

Working in an Azure, Amazon AWS, and Google cloud environment, generate and run

customized SQL queries for reporting and troubleshooting

Troubleshoot web-based code customer issues and undertake root cause analysis

Produce technical and user documentation from requirements and testing efforts

Bellevue College Bellevue, WA

Academic Tutor December 2017-

Conduct individual and drop-in tutoring for Web Programming students at Bellevue College

Maintain records and assist other tutors working for the Academic Service Center

Determine needs for assistance in other areas such as counseling

Starbucks (thru Collabera, Inc.) Seattle, WA

Systems Analyst- Application Design November 2015 - May 2016

Gather and document functional requirements to support the design and development of technology solutions for mobile devices using JavaScript, HTML5, CSS, SQL technologies

Define and communicate targeted solutions via functional design specifications and stakeholder demos

Design and provide for application monitoring and data assessment using tools such as Mix Panel, and project tracking via Jira, generating reports using Excel and SQL queries

Create system and end-user documentation to support new system implementation, enhancement deployment, and incident management efforts

Deliver training, demos, and performs knowledge transfer to team members as required

Boeing Bellevue, WA

Systems Analyst 3– Functional Analyst and Test December 2006 - April 2015

Performed and expanded automated software testing, proving process improvements to save hours of manual testing allowing projects to be completed on time or early

Employed SDLC methodologies such as Agile/SCRUM, Lean+, and waterfall

Developed and maintained website applications in a HTML 5, CSS, JavaScript, Python, SQL, Python environment

Worked with stake holders across the organizational levels to create functional specifications for system and application designs including UI design and requirements management from concept to launch

Managed and tracked project plans, schedules, and timelines for development cycles, creating reports and other documentation, defect tracking and end-to-end requirements traceability (RTM)

Provided IT support and End User Documentation and configuration control documents

Administered and supported licensing for enterprise-wide CATIA software

AT&T Wireless (Cingular Wireless) Bothell. WA

Software Test Engineer July 2005 - Dec 2006

Established technical specifications, test scripts, test automation, and then executed tests for customer facing voice response software and wireless applications interfacing with diverse systems such as billing and customer service.

Safeco Seattle, WA

Software Application Tester March 2003 - July 2005

Working with software developers and business analysts this position entailed writing application specifications, test scripts, and test automation for executing tests against large mainframe applications and client/server apps used for billing and insurance rate calculations.

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