Customer Service Management

Angie Y. Hall

Tel: 732-***-**** Email: ******@*****.***

Address: ** ********* ***, ******, ** 08817

OBJECTIVE

Highly adaptable Telecom Network QA professional who has extensive

experience in computer systems /Telco networks in both public and private

sectors, seeking a network QA position where I can integrate my strong

background in system software testing and add value to contribution of the

company's profits.

ACCOMPLISHMENTS

. Analyzed the customer's requirements, designed, tested and delivered

the "Caller ID Service for Intra VLAN/VPN/WAN" and "Outgoing Trunk

Hunt Restriction" Projects by using Assembler and PL1 languages in

Unix, Sun/Solaris environments. Applied my responsibility for the

projects by using my integrated expertise, resulted in my solution

successfully passing QA and delivered to a key ISP client so as to

gain over a million dollar for the employer.

. Implemented the function, integration, system, regression and user

acceptance testing suites for NEC digital switching systems G7 & G9

projects on the simulator and model. Received a commendation from

senior managers for my effort and best efficiency in the team which

saw G7/G9 system files successfully delivered to key industry clients

within the deadline and saving the cost.

. Found defects and fixed bugs at the first instance independently and

accurately hence saving company resources and making the application

release ahead of the schedule.

TECHNICAL SKILLS

. Software: MS Office, Excel, PowerPoint, PLC, Assemble, FORTRAN, SQL

and Lotus Notes

. Networking: Network Essentials, Internetworking and troubleshooting

TCP/IP Networks, broadband, NGN, VoIP, OSPF, BGP, MPLS, IPv4, QoS,

Tier 1, 2, 3 support and testing, switches and routers, fixed and

mobile, voice and data.

. Test Tools: Jira, HP Quality Center, Wireshark, Wisdom, MGTS, STC

. Databases: MS SQL Server, Oracle

. OS: UNIX/Linux, Windows and Sun/Solaris

AREAS OF EXPERTISE

QUALITY ASSURANCE TESTING

. Creation and design of test scenarios for the testing of software

programs.

. Review and checking of test cases for software programs.

. Development and implementation of software program functionality tests

and regression tests.

. Preparation of reports on defects and problems that arise during

software tests.

. Extensive System Administration on Windows, Solaris, and Linux based

networks.

. Extensive experiences in system and software testing practices and

methodologies. A solid understanding and practice of the full system

development life cycle (SDLC). Good at component, integration, system

and acceptance testing; as well as performance, regression, web and

application testing.

. Successful experience in project management, operations and service

management, service and billing system management in a variety of

settings.

. Good experience in customer relations and system support, liaison with

product and service providers.

Network Engineering

. Technically sophisticated network engineer in designing, configuring,

troubleshooting, implementing complex to simple TCP/IP based production

networks.

. Expertise in configuring OSPF, EIGRP, IGRP, RIP, BGP, EGP, Static

Routing, Dynamic Routing, Policy Based Routing, Multicast Routing, Frame

Relay, PPP Leased Line, HDLC, ISDN, E1/E3, T1/T3, VLAN, QOS, IPsec, VPN

and ATM.

. Extensive hands-on experience in configuring CISCO routers (7500, 3800,

3700, 3600, 2600 series) and CISCO switches (6500, 3750, 3560, 3550, 2900

series), LAN/WAN engineering, design, implementation, and administration.

EDUCATION and professional certifications

. Practice in CCNA and QA; Prepare in QA course; AVTECH Institute, South

Plainfield NJ, 2013-Present

. Complete ISTQB testing foundation certification class successfully.

. Master of Science in Network Technologies /Telecommunications /IT &

Engineering /George Mason University, Virginia, USA, (GPA 3.7/4.0),

graduated with Distinction, 2005

Degree courses included: Data communications and LAN, WAN and Internet,

Internet Protocols, Voice over IP, Clients and Server, Project Management,

System Engineering.

. Certificate in Mobile/Wireless Communications from George Mason

University, 2005

. Postgraduate diploma in Business Administration, Victoria University of

Wellington, 2012

Papers include: Information Systems, Operations and Service Management,

Problem Solving and Decision Making, Organizational Behaviors, Strategy

Management, Market management.

Research topics include:

. SWOT Analysis /Analyzing and Improving the Operating System

. Benchmark Study for Customer Service Line

Working EXPERIENCE

Office Support, office lab, Edison, New Jersey, USA, 5 /2013 to present

. Work on EMR/EHR web based on-line access system actively and

independently. Manage electronic health records, lab tests and results

files accurately and successfully.

. Trouble-shoot and fault-fix computer, telephone, fax and network

connection problems in the office at timely manner.

. Provide great customer services with remote lab coworkers and visitors

with positive attitude.

Test Analyst, Web and Application Testing Services /IT Group/NZ Government,

Wellington, 2011- 13

. Plan, execute and report on testing for a range of applications across

the organization, with Jira, SQL, VMware and Excel tools, as part of a

team or with full responsibility.

. Successfully apply the testing methodologies to the testing life cycle.

Provide black box functional manual testing for existing applications and

new Agile or Waterfall projects, verifying the testing is completed

satisfactorily for business owners.

. Provide network designs, solution deployment, and technical documentation

for the WAN, LAN, and Network Equipment Centers.

. Participate in projects with HQ, NNO, Area planning, regions, and

technology development teams to both understand and define voice and data

infrastructure, vendor direction and service offerings.

. Work with all departments and manage projects to provide connectivity

through the data networks and equipment centers to existing and new

applications.

. Provide higher tier technical escalation support to operations and

engineering teams on network related issues.

Lab Engineer, Testing & Validation /Alcatel-Lucent /Telecom NZ, Wellington,

2010

. Set up test lab environments to support various test execution activity.

Responsible for fault tracking and management, system test and trouble

shooting of various IP projects.

. Controlled ALU and HP service applications and user accounts. Set-up and

modified users information in the Unix environments and provided

technical support in timely manner.

. System test and trouble shooting for various applications and projects,

as well as resolving technical issues in timely manner. Directly support

the design and test on "SIP trucking" projects, confirm the test results

to meet the projects requirements.

. Working knowledge of the following protocols: IS-IS, BGP, EIGRP, OSPF,

RIP, SONET, PPP, HDLC, DS3/DS1/OC3/OC12/OC48, and Ethernet.

. Manage, maintain, and configure network hardware (ex. LAN Switches, Load

Balancers, Content Switches, Routers, and ATM switches). Network buildup,

configuration, engineering and lab.

. Provide troubleshooting expertise for IPv4 and IPv6 network issues

utilizing expert level knowledge of TCP/IP, BGP, ISIS, OSPF, Multicast,

and MPLS L2TPv3.

. Provide technical support to personnel who are diagnosing,

troubleshooting, repairing, and debugging complex software, or networked

and/or wireless systems.

. Solve problems with collaborating with the vendor i.e.: Cisco, new member

Juniper and others to get to the root cause of the problem, and funnel

that information to the appropriate group. Minimize customer down time by

providing a quick resolution and providing fix action in a timely manner.

. Provided strong external and internal customer support as the first

contact point for clients, while reducing operational issues to a

minimum.

Postgraduate Diploma in Business Administration Studies, Victoria

University of Wellington, 2009 -2012

System /Test Analyst

Verizon Wholesale Billing Management/ PRT Team, Verizon/ExcelaCom, VA, USA,

2006-2007

Prepared test plans and created the Testing Handbook for Verizon Wisdom

(Century) Order Management/Test System for PRT (Puerto Rico Telecom). Wrote

and executed test cases, wrote testing reports and deliver test results to

internal and external clients. Provided functional and technical support

for various releases (Retail, Whole Local, Access and PSR).

Performed the technical analysis of the web-based order management and test

system. Tracked faults and resolved incidents through detailed

investigation of log data in HP Test Directory (Quality Center). Used

various test tools expertly. Also provided support for the software team

and worked with developers closely to help them solve system problems.

Analyzed the detailed customer's business requirements and defined

assumptions. Coordinated on Service Level Agreement (SLA's) and formulated

business documentation in support of implementation of new business

processes. Modified various databases and created various network project

reports.

1 IT Business Lead, Computer Network Services, NTI, Washington DC, USA,

2005-06

Manage the technical area of computer networks, trouble-shooting computer

configuration problems, system and customer support on Windows 95, 2000 and

XP.

Oversee business development and sales functions, including key account

management. Work with new and existing customers and clients to develop

sales goals.

Master of Science in Network Technologies /Telecommunications /IT &

Engineering, George Mason University, Virginia, USA (GPA 3.7/4.0),

graduated with Distinction, 2003-2005

2 IT Consultant, Annual Meetings/ISG, The World Bank, Washington DC, 2002

Technical support in IT Helpdesk Center for The World Bank. This included

office and personal IT applications trouble-shooting, testing, move and

change; Modified various subscriber data and maintained the AMS system

database.

Professionally managed on-call and walk-in customer services for solving

their IT problems in several World Bank conference buildings; Allocated

system's billing information for hundreds delegates from all over the

world. Provided a strong interface and maintained relationships with

internal and external business partners and users.

Additional

. US permanent residence with New Jersey Driving License.

Contact this candidate