Customer Service Engineer

Elizabeth Strouth

*** ******* ****** *********, ** 13088 315-***-****

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PROFESSIONAL EXPERIENCE:

DAO Emerging Technologies, Waterloo, NY 10/2009 –10/2014

Quality Assurance Test Technician

• Manual Software testing new development and bug fixes.

• Upgrade firmware; troubleshoot OS, networking, hardware issues.

• Create manual test cases, procedures and administration of bug database

TEK Systems, Syracuse, NY 8/2009 - 9/2009

Product Support Technician

• Troubleshooting network connectivity issues, providing Mac and Windows

OS support, virus removal, data backup and reinstalling operating systems

and customer service.

C&S Companies, North Syracuse, NY 8/2008 – 12/2008

Product Support Technician

• Supported deployed product software and hardware.

• Installed, setup and configured software and hardware at customer sites.

• Customer telephone and email support.

• Managed customer support calls using an in house database.

• Software testing and bug reporting of new releases.

Welch Allyn, Skaneateles Falls, NY 4/2006 – 3/2008

Product Challenge Test Engineer (Welch Allyn-Quality/Regulatory Support

for R&D)

• Performed product challenge testing for new and revised product

development.

• Develop product challenge test protocols to test beyond requirements and

perform use, misuse, abuse and destructive testing.

• Execute, compile and report test results to the project teams.

Ajilon Consulting, Syracuse, NY 11/2003 – 4/2006

Consultant/Software Test Engineer (Welch Allyn-Medical Products Division

R&D)

• Wrote software test plans, test cases and test procedures for software of

new product development.

• Prepared status reports, test result reports, problem logging spreadsheets

• Software Verification and Validation based on FDA Software V & V

guidelines

• Reported project status and project estimates to the Software Test

Engineer Lead and Project Managers.

• Consulted with Software Developers, Project Managers, Requirements

Analysts and Quality Assurance

Navisite/Applied Theory, Syracuse, NY 12/1999-1/2003

Software Test Engineer 3/2001 - 1/2003

• Developed, documented and produced software testing plans and procedures

• Business requirements, change controls, release notes and user documents

• Wrote SQL queries

• Performed black box testing and regression testing

• Used bug reporting systems to enter and track bugs

• Reported project status and project estimates to the Lead QA Engineer and

QA Manager

Customer Care Representative 12/1999 – 3/2001

• Answered a call volume of 80+ calls per day

• Entered customer calls into a Remedy database

• First level Network support for Access customers ranging from T1 –OC3

• Contacted Telecom Network Operations Centers to open tickets

• Monitored Cisco router hardware and operating system conditions and

reported potential problems to the Network Engineering group

• Provided Web hosting support for Co-Location customers, full and partial

Managed Hosting customers.

• Monitored and reported problems with web hosting customers to Web

support, UNIX and NT administrators

Gaylord Brothers, Liverpool, NY 5/1999 - 12/1999

Customer Help Desk Support (Contract Position)

• Provided first level support for legacy library system

• Opened tickets on software and hardware problems reported by customers

• Tested software application releases for functionality and appearance

Syracuse Language Systems, Syracuse, NY 12/1998 - 5/1999

Customer Support Specialist (Contract Position)

• Created and managed tickets/problems reported by customers

• Assisted customers with installation, training, hardware and operating system

• Assisted customers on the following platforms: Win 3.1, Win 95 and Win NT

EDUCATION:

Associates Degree of Applied Science, Computer Information Systems,

1999, (GPA 3.6)

Jefferson Community College, Watertown, NY

Bachelor’s Degree in Fine Art, Painting, 1994, (Magna Cum Laude)

University of Hartford, West Hartford, CT

ISTQB, Certified Tester, Foundation Level (CTFL), 2007

ASTQB (American Software Testing Qualifications Board)

Computer Education Services Corporation, 2003

Visual Basic 6 Fundamentals (M1303) & Visual Basic 6 Development (M1013)

MCDST Training, New Horizons Computer Learning Center, 2009

MCP Certification, 2009

Net + Certification, 2009

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