Customer Service Quality Assurance
Resume:
M atthew Uschak
Burlington, Ontario
L7P1K1
**********@*****.***
Customer-focused IT professional with experience in technical support, network administration and
customer service and sales. Knowledge of multiple platforms, applications, hardware and technology
tools. Keen ability to deliver support in a well mannered, professional way.
Areas Of Expertise
• Diagnostics
• Root-cause Analysis
• Firewalls/security
• System Backup
• New Installations and Support
• Customer support hands on, over phone or email
Summary of Qualifications
• Two years of professional experience in Software Quality Assurance and Quality Control with
Roger's Communications, Canada's largest wireless telecommunications, cable and internet
service provider
• Participated in software testing for one of Canada's largest and complex industry projects - Local
Number Portability
• Proven experience in software analysis and software quality assurance testing within complex and
sophisticated environments
• Proficient in functional, negative, regression, User Acceptance Testing (UAT), security profiles
and end to end testing
• Knowledgeable and working experience in test planning, test execution and test result analysis
• Strong background in software for telecommunications in the following lines of business:
wireless, wire line (POTS) cable and internet
• Proficient in testing web base, backend tables, internal and customer facing applications
• Expertise in the configuration, installation and troubleshooting of computer hardware and
software
• Excellent communication and presentation skills, self-starter, fast learner, technically inclined and
a strong team player
Computer Skills
• Operating systems: Windows 95/98/98 SE/NT/2000/XP/Vista and 7
• Technologies and Application Software: Test Base, Test Director 7.0, FrontPages, MS Office
97/2000/XP
• Scripting using SQL queries through TOAD
• Familiar with LAN, WAN, Wireless and small network infrastructures
General Labour Skills
• Very handy, quick learner with any general labour task
• Drywall installer and general labour experience
• Landscaping
• warehouse manufacturing
Experience
Mid-USA-Oct.2013-Present
Sales Representative
• Prospect new customers that built our client base
• Make outbound calls to dealerships to maintain relationships and to receive/process orders
• Answer phone calls and process orders
• Assist walk in customers
Mid-USA- June.2013-Oct.2013
Warehouse Shipper and Receiver
• Process weekly shipment and put stock away
• Pick all items off shelves being shipped that day
• Handle customers coming into pick up parts
• Take care of the invoicing on a daily basis
• Do all weekly reports
• Answer phones and take orders from customers and answer technical questions if needed
• Maintain warehouse, and make sure everything is in order and in correct locations
Consulting- Jan 2009-Present
• Hardware repair and upgrade of PC’s and laptops
• System restore
• Virus repair and hard drive rescue
• Building PC’s from Barebone kits
• Safely over clocking PC’s and laptop's
Canadian Portable Structures- Apr.2012-Oct. 2012
General Labour
• Fabricate walls for buildings and assemble
• Install hydro for buildings
• Paint doors and skirts of buildings
• Operate forklifts on daily basis moving buildings and anything else that can't be lifted by hand
Rogers Communications Inc. Brampton, ON- July.2007-June-2008
Programmer Analyst
• Analyzed production service calls
• Resolved internal production issues
• Coordinated Open view Service Desk for team members, which would capture all issues, sent to
our team and I would pass the issues on to each team member who would work on each
problem/issue specifically
• Prepared weekly reports to outline what are status is in Open view Service Desk for managers and
VP’s
Rogers Communications Inc., Toronto Ontario May 2006 - June 2007
Data Analyst (Contract)
• Rogers Communications Inc., Toronto, Ontario Canada (Contract)
• Analyze production service calls logs for data related discrepancies
• Resolved non-compliant data issues, errors and omissions
• Incident and statistical analysis for root cause resolution
• Liaison with other teams for immediate fixes on production issues
• Cross referenced with other stake holders to ensure corrective resolution is expedited efficiently
• Verification of fix delivery and closure of related production issues
Rogers Communications Inc., Toronto ON-May.2006-June.2007
Software Quality Assurance Analyst (Contract)
• Interpreted business (BRD/FRD/SDS), technical (SRS) documentation, Matrix's and Design
documentation (DDD) to ensure deliverables based on the business expectations and
requirements are met
• Generated high level test case scenarios to ensure that the matrix's deliverables are met
• Developed detailed test cases, test scripts and associated documentation
• Created mock data based on the project needs and requirements
• Query through SQL of the backend tables to ensure data integrity
• Manual testing of: web base, internal (CRM) and other customer facing applications.
Education
• Assumption High School, Burlington. Ontario - OSSD
• Mohawk College, Hamilton, Ontario. - Business Administration Courses
• Sheridan College, Oakville, Ontario – Computer Programmer, Candidate
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