Technical Support Customer Service
Resume:
ROBIN SPENCER
**** ***** ****** ***. **********, OH 44502 *********@*****.*** 330-***-****
INFORMATION TECHNOLOGY PROFESSIONAL Specialist in Increasing End User Satisfaction through Friendly, Knowledgeable Helpdesk & Tech Support services & QA
Helpdesk/ Technical Support ● Troubleshooting/ Problem Resolution ● Customer Service ● QA
PROFILE SUMMARY
Goal-oriented self-starter with highest levels of personal initiative, integrity, and work ethic who is recognized as an effective, solution oriented troubleshooter able to resolve simple to complex IT issues.
Possess naturally accelerated learning curves, quickly absorb new information and able to effectively transfer knowledge to others.
Thrive in a team oriented environment but able to work and make sound decisions independently whenever necessary; able to multitask and oversee several projects simultaneously ensuring all are completed on time and in budget.
Highly developed and effective communication skills and interpersonal abilities–use tact and diplomacy in all communications.
Skillfully manage structured, measurable test planning and execution online, over the phone and/or in person to ensure PC / other systems are returned to normal operations after fix.
TECHNICAL SKILLS
Software: Microsoft Office: MS Word, Excel, PowerPoint; Harry Rhodes; SAP; Key Pad; Peachtree; Quicken; QuickBooks; Tech Support; SQL; DBAMGR2K; Query Analyzer; GroupWise; Exchange; IMAP; Kerio; MeetingMaker; MDaemon; Sun; Oracle.
Languages: C; Some Visual Basic; Basic; Python; SQL.
Operating Systems: Windows 98/NT/XP; Windows 2000 Pro; Windows 7; Windows 2000 & 2003 Server.
Hardware: Experienced installing CD ROMs, Memory & Sound Cards, Printers, Hard Drives.
Networks: Installed wireless networks at own home; some basic knowledge of TCP/IP.
PROFESSIONAL EXPERIENCE
SOFTWARE QUALITY ASSURANCE ENGINEER November 2013-November 2015
GLOBO MOBILE Canfield, OH
Leading provider of wireless mobile middleware focused on collaboration email systems providing services for Over-The-Air synchronization, access/management of email and PIM independent of device/network; (http://www.notifycorp.com/).
Manual testing with MDM system and smart phones.
Tested using Ranorex automation system
Used Jira in an Agile environment to add test cases and bugs
Regression testing after each sprint which was 2 weeks long
Used SQL every day to check tables and numerous different other data
Tested connection of MDM system to smart phones using different logs
Used different types of logs (smart phone and MDM service) to check for errors
Installed different types of servers to use for testing environments including SQL, MS Windows servers and smart phones
Worked closely with the development team to find issues before testing and release of the product
Worked closely with other QA teams to help out when needed
Utilized SOAPUI to validate the transfer of information between web servers and web applications
As part of the testing process, wrote SQL scripts and queries to insert data and validate that the database was working properly with the application.
HELPDESK SPECIALIST July 2013-November 2013
HARLEY DAVIDSON DEALER SYSTEMS Valley View, OH
Took support calls from Harley dealers.
SYSTEM TEST ENGINEER July 2009-July 2013
NOTIFY TECHNOLOGIES Canfield, OH
Leading provider of wireless mobile middleware focused on collaboration email systems providing services for Over-The-Air synchronization, access/management of email and PIM independent of device/network; (http://www.notifycorp.com/).
Manual testing with MDM system and smart phones.
Tested using Ranorex automation system
Used Jira in an Agile company to add test cases and bugs
Regression testing after each sprint which was 2 weeks long
Used SQL every day to check tables and numerous different other data
Tested connection of MDM system to smart phones using different logs
Used different types of logs (smart phone and MDM service) to check for errors
Installed different types of servers to use for testing environments including SQL, MS Windows servers and smart phones
Worked closely with the development team to find issues before testing and release of the product
Worked closely with other QA teams to help out when needed
Utilized SOAPUI to validate the transfer of information between web servers and web applications
As part of the testing process, wrote SQL scripts and queries to insert data and validate that the database was working properly with the application.
HELPDESK TECHNICIAN August 2008-April 2009
INNOSOURCE (Now Docufree Corp.) Akron, OH
The leading Solutions as a Service (SaaS) provider for document and business process management including support services, document management, and business process outsourcing; (http://www.innosource.net/).
Provided customer support for both the Goodyear Business Management System (GBMS) and the Tire HQ system via phone for dealer and company owned stores and locations.
Troubleshot connectivity issues, product codes, replacement of equipment and coordinated for on-site support which helped Goodyear reduce costs, increase efficiency and maintain high volume workflow.
Projected and maintained a positive, professional image that reflected well on both the InnoSource and Goodyear organizations.
TECHNICAL SUPPORT REPRESENTATIVE September 2004-August 2008
NOTIFY TECHNOLOGIES Canfield, OH
Leading provider of wireless mobile middleware focused on collaboration email systems providing services for Over-The-Air synchronization, access/management of email and PIM independent of device/network; (http://www.notifycorp.com/).
Provided superior Tier I technical support via email and phone for customers’ using wireless devices; received and responded to customer inquiries and resolved issues in a proactive and expedient manner.
Supported Notifylink (an Enterprise Server that allows iPhone and iPod touch devices to synchronize applications) on company hosted servers and supported the Notifylink servers themselves which included remote install / upgrades.
Conducted queries using SQL, DBAMGR2K, and Query analyzer to determine the source of issues and corrected based on findings.
Successfully handled 15-25 calls and 10-15 emails per day with a 75% resolve rate and demonstrated exemplary abilities in resolving issues with difficult customers by remaining calm and following through to problem fix.
FORMAL EDUCATION
A.A.S. DEGREE – COMPUTER NETWORKING SYSTEMS 2003
ITT TECHNICAL INSTITUTE Youngstown, OH
GPA: 3.62 ● Honors
A.A.S. DEGREE – ACCOUNTING TECHNOLOGY 2000
BOHECKERS BUSINESS COLLEGE Ravenna, OH
GPA: 3.95 ● High Honors
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