Customer Service Engineer

Areas of Expertise

ERP Software

MS Visual Studio, Basic C# and SQL,

Office 365, MS Server

Educational Technology

Cloud based solutions

Web Development

WMS – Warehouse Management Systems

Technology Skills

Customer Support Representative

Senior Quality Assurance Analyst

Application Support

Ecommerce

Hardware repair, installation of components

Ability to work on Dual Platforms

Network setup Apple Support Specialist

Professional Experience

Temp/Contract Work 6 month – Temenos

9/2018 – 3/2019

SR Quality Assurance Analyst

I was brought on board to help with their newest software release.

Daily Responsibilities included;

Executing and Designing Test Plans and Estimates for new SDLC Features

Logging Bugs and Defects

Regression Testing

Working closely with Developers and Customer Service to get Defects tested and fixed

Solely responsible for Running and Testing the Installation testing of the newest release on my Virtual Machine

Accent Control Systems

02/2017 – 08/2019

System Administrator

On a daily basis I responsible for maintaining, developing and updating our enterprise software package with integrated Internet Storefront and Web Page (Prophet 21 ERP), web site, customer relations management (Goldmine CRM) software, supporting all company users and coordinating with outside consultants for our telecommunications, system, network, operating systems/computers and related hardware.

Deacom ERP Software

07/2014 – 08/2016

Quality Assurance Engineer / Application Support Analyst

Worked with developers testing new and existing software releases, developed automated test scripts, delivered distinct training and unique application support of large-scale ERP software systems according to individual user specification.

Provided second level application support for businesses with up to $1 Billion in revenue,

Worked with mobile devices and created external tools for customers to use in parallel with Deacom.

Quality Assurance Engineer

●Build Testing: Validated that the system is working as designed through transaction, Blackbox and regression tests.

Tested the functionality of the software for new version releases, customer enhancement requests and bug fixes.

●Used Mobile Devices such as WMS and Smartphones to test the software and develop enhancements that will make the software easier to use.

●Validated that functionality is ported to forward branches.

●Customer User Acceptance Testing - validated that business processes are working as designed.

●Built API’s and external programs through manipulating code in MS Visual Studio

●Created Test Scripts for regression testing

●Wrote, maintained and published product specs and test results.

Application Support

●Implemented customer software enhancement requests

●Followed up on open issues and provided customers with instructional documentation, training and other resources to address existing or additional questions and concerns.

●Employed mobile solutions via warehouse management systems and mobile applications for handheld devices.

●Provided precise technical support directly to end users of the DEACOM system via telephone, through remote computer sessions and onsite visits.

West Chester University/Ram E Card Office

05/2011 – 06/2014

Supervisor/System Support Specialist/Technology Specialist-Liaison

Managed day to day operations and supervised a staff of four employees.

Operations include; card production and distribution, system admin/management for over 15,000 students, financial reconciliation and reporting

Point of sale management and upkeep

Provided system administration/IT support for Student Services including training and supervising employees, provided Ecommerce support.

●Grew the off-campus program from 28 merchants to 35.

●Increased the vending sales by over 80 %

●Implemented a mobile solution allowing the food trucks to use the ID Card

●Implemented mobile handheld readers

●Developed marketing material and programs designed to encourage card usage, services and their acceptance

●Trained a staff of Ecommerce support associates to handle customer service calls from the website.

Princeton Academy of the Sacred Heart

06/2009 – 06/2011

IT Coordinator

Network/Systems Administrator and IT Trainer in an Dual Platform Environment.

Personally, responsible for the tech support, help desk and tech needs of all 400 users

Implemented Network Accounts

●Piloted a successful iPad Program

●Provided instructional workshops and seminars to the faculty, staff and students

●Created and installed a network image

●Oversaw all technology operations and support for the entire school

The Agnes Irwin School

2008 – 2009

Technology Specialist/Director of Audio Visual

Provided IT support to all 800 users in the institution.

Daily duties consisted of; inventory, server backups, creating network accounts, hardware repair, software installation, presentation setup.

●Managed and serviced the use of PC’s, laptops, laptop carts, copy machines, and audio-visual equipment.

●Documented help desk requests, hardware repair requests, and hardware loans.

●Installed Cisco IP Phones

●Provided technology training for all users and conducted technology integration workshops and help sessions for faculty

Education and Memberships

West Chester University Graduate School West Chester, PA

●Secondary Education Certification in the field of Social Studies

●Business Education and Information Technology K-12

●Teaching and Learning with Technology Certificate

West Chester University West Chester, PA

●BA in Political Science

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