Customer Service Quality Assurance

GLENRUNZER

Olive St, Victoria, BC V*S*H* (C) 250-***-**** glen

*** ***** **, ********, ** V8S3H3 C: 250-***-**** Email: ****.******@*****.*** Professional Summary

IT professional with a 17 year background in system administration, hardware, software troubleshooting and network management. I excel at identifying and resolving highly technical issues efficiently to maintain uptime and increase productivity levels. Personable team player focused on cultivating positive and productive relationships both internally and externally. Skills

Results-oriented

Effective multi-tasker

Data backup and retrieval(various tools)

Quality Assurance tools(Target process)

Collaboration tools

Excellent communication skills

Microsoft Team System(Sharepoint,

Office 365)

Excellent diagnostic skills

Network maintenance and system

upgrades

Requirements gathering

Remote access support(Teamviewer,

VNC, RAdmin)

Team player

Excellent problem-solving abilities

Analytical thinker

Firmware upgrades knowledge

Work History

Quality Assurance Engineer, 3xLogic Inc., Mar 2013 – Present.

Established compatibility with third party software products by developing program for modification and integration.

Worked effectively with design teams to ensure software solutions that elevate client side experience.

Interfaced with business analysts, developers and technical support teams to determine the most effective requirement specifications.

Coordinated with systems partners to finalize designs and confirm requirements.

Provided continued maintenance and development of bug fixes and patch sets for existing business applications.

Diagnose and troubleshoot UNIX and Windows integration problems and apply solutions to increase company efficiency.

Ensured network, system and data availability and integrity through preventative maintenance and upgrades.

Provided documentation on start-up, shut down and tier 1 - 2 level troubleshooting of processes to help clients.

Implemented company policies, technical procedures and standards for preserving the integrity and security of data reports and access.

Consistently met deadlines and requirements for all production work orders.

Made recommendations and developed technical design for new application features.

Trained resellers/clients in the proper use of VIGIL software.

Maintained and monitored the server room, the network and other office infrastructure.

Gathered detailed business cases and requirements through virtual meetings and customer feedback.

Tested and evaluated VIGIL software to improve performance and usability.

Completed remote repairs and troubleshooting involving software solutions and hardware repairs.

Incorporated feedback and recommendations from clients when modifying software.

Served as a liaison between clients and software developers. Network Support Analyst, Konica Minolta Business Solutions, 1997 – 2013.

Monitored two company-wide trouble ticket queues.

Implemented, troubleshot and maintained all networking devices and infrastructure across the enterprise including switches, routers, firewalls and multi-function devices.

Tested and evaluated Konica Minolta Pagescope software to improve performance and usability of network multi-function devices.

Communicated with vendors to determine the nature of network outages and periods of reduced performance.

Documented all server and network problems and other unusual events in detail.

Upgraded and expanded network systems and their components.

Diagnosed system hardware and software problems using advanced root -cause analysis.

Completed remote repairs involving software solutions (Teamviewer/VNC).

Incorporated feedback and recommendations from other staff members when modifying software.

Translated business goals, feature concepts and customer needs into prioritized product requirements and use cases.

Collaborated with the sales, marketing and support teams to launch products on time and within budget.

Set up staff workstations including PCs, Macs, phones and laptops.

Partnered with the marketing team to translate product features into customer value propositions to be used in consumer messaging.

Gathered detailed use cases and requirements through regular on-site visits, virtual meetings and customer advisory board sessions.

Led communication with stakeholders regarding product goals and progress made.

Translated technical specifications into detailed product requirements.

Coached and mentored new staff members, including conducting performance reviews.

Delivered on-site IT and technical support for thousands of clients.

Collaborated with the sales department to complete and submit request for proposal (RFP) in winning tenders.

Recommended process and systems improvements such as imaging print controller hard drives to reduce client down time.

Developed multiple sales presentations and reports to facilitate product launches. Education

Bachelor of Science: Electrical Engineering

University of Alberta - Edmonton, AB

Certifications and Achievements

MSCE Certified

CompTIA A+, Network+ Certified

Windows, Linux and Mac Operating Systems

Programming Languages: Python and JavaScript

Northern Alberta Institute of Technology Electrical Apprenticeship

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