Engineer Customer Service

Daniel Rohde

***** **** *****, ******* ** *****

510-***-**** *******@*******.***

https://www.linkedin.com/in/daniel-rohde-10bb1922

PROFILE

A team player with a solid background in hardware, software and firmware testing. Excellent in people skills and customer satisfaction. A self-starter with the initiative to think outside of the box to attain goals. Eager to learn, and highly capable of adapting skills to become a leading contributor in a new environment.

SKILL SUMMARY

Seasoned QA Engineer with 20 years of Silicon Valley experience. Fluent in using CAT-C analyzer to find root cause of hardware and firmware bugs. Experienced in USBIF and CAC\PIV testing. Electronic Assemblies Certified IPC Specialist, proficient in prototype rework and repair. Skilled in providing face to face off-site support (pre and post sales) to valued customers - including government, DOD, universities and high enterprise accounts. Able to multi-task and collaborate cross-department to support the team.

WORK EXPERIENCE

Senior QA Engineer 3/2009- 12/2015

IronKey by Imation, Campbell CA

Technical Sales Engineer experience

Cross department collaboration and support

Agile QA methodology environment

Knowledgeable of full QA test cycle

Bug submission and regression testing of issues found

Analyze hardware and firmware failures, work closely with Engineering to find root cause

Creation of test cases based on specs and product management requirements

MTBF lab manager maintaining test beds and expansion of test environment

Reliability and compatibility test across many platforms i.e Windows, OSX, Linux

Firmware validation, chip and board bring-up, boot loader and embedded systems

PCBA/Prototype hardware rework and repair, down to 04x02 components

Silicon and PCBA validation on new USB drives running SSD and Flash memory

First article testing for pre released products

FIPS, hardware encryption, authentication, data security, mass provisioning of devices

Storage technologies: hard disk drives, Solid State Drives (SSDs), eMMC, secure USB flash drives and digital media (CompactFlash, uSD/SD/MMC, Memory Stick and xD/SmartMedia)

Hardware, firmware, application software and web technologies testing

AES 256 Vector testing for FIPS level 3 certification

Manufacturing support for production line systems

End to end manufacturing life cycles with customer facing products

Some Experience in Python, and Batch scripts for automation

Strong knowledge of IT (system setup, Vmware, Imaging and domains)

Firmware QA, Hardware Lab Engineer 4/2007 – 3/2009

Harman Int’l, Margi Systems Division, Fremont, CA

Provide main support for the Software Development team

QA all new firmware updates to maintain the highest level of quality for Harman/Kardon in-car infotainment Systems

Keep all firmware for head units current

Repair of all hardware and software for desktops, laptops, and HEAD UNITS

Reprogram and flash of FPGA, SH4 and ATMEL chipsets using BIOS Control software and the NEC IOC flasher

Maintain the Hardware parts lab and keep all testing supplies full and up-to-date

Regularly work with Teams in Germany and India to solve complex problems

Technical Support Analyst, IT QA Apps Engineer 7/2004 – 4/2007

CompuCom, contracted to Cisco Systems, Santa Clara, CA

Key member of a team responsible for development, delivery and distribution of software applications via Altiris Notification Server

Work closely with other teams including developers, project managers and customer support throughout all theatres

Hands-on experience with Configuration Management tools

Solid understanding of the Software QA process and testing methodologies

Proficient in Cisco’s software release management and image process

Key player in the development and testing of the IITC XP build process

Hardware Test Engineer 3/2004 – 7/2004

Logitech, Control Device Business Unit (contract position), Fremont, CA

Field Technician 11/2003- 2/2004

TEKsystems (contracted to Cisco Systems), Santa Clara, CA

Diagnose and repair laptops and desktops

Fix all software issues and imaged new computers

One-on-one customer service skills

Help desk

Software QA Test Engineer 2/2000 – 10/2003

Roxio Inc. (a former division of Adaptec), Santa Clara, CA

Design, write and carry out test plans, test cases and text matrixes for CD and DVD burning software; very strong testing methodology

Excellent in identifying, troubleshooting and submitting well detailed software bug reports to development team for resolution

Knowledgeable in using white box test tools (ie: memory usage, Bus Trace 2003)

Fully proficient in black box testing and ad-hoc testing of all major OS platforms (Windows 9x, Me, 2000, XP, Mac OS X)

Full knowledge of Mpeg and other Video formats

Systems Administrator 10/1999 – 2/2000

Zeetek Technology Inc. (contracted to Novellus Systems), San Jose, CA

Image and configure desktops and laptops for users

Troubleshoot and install NT, Exchange, Microsoft Office Pro

Manage and maintain NT user accounts

Set up computers on TCP/IP network

Help desk

Senior Customer Engineer 6/1996 - 10/1999

Entex Information Systems (contracted to Pacific Bell), San Ramon, CA

One-on-one customer service

Intensive troubleshooting; installation of all hardware and peripherals

Installation, operation and configuring of Windows NT, Windows 98, 95, and 3.11

Installing and configuring workstations on a TCP/IP EtherNet LAN system

Senior Customer Engineer and lead tech for the executive building

Responsible for the repair of desktops, laptops and printers in a 13,000 employee facility

Main hardware support for all of Pacific Bell’s Northern California servers both Hardware and software

CERTIFICATIONS

Certified IPC Specialist IPC-7711/IPC-7721 Rework and Repair of Electronic Assemblies

Interactive Programing in Python Statement of Accomplishment

Electronic Technician Certificate, Computer Business College, San Jose, CA

Altiris Certified Professional (ACP)

A+ Service Technician ID #B8BDTT1422

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