Quality Assurance Engineer

ADAM LACKEY

**** ********* *****, ********, ** **020

acvnhp@r.postjobfree.com • 267-***-****

Support Engineer & Software Technician

Support Engineer and Software Technician with over 20 years developing and managing business process engineering and software management projects. Proven expert in project management, technology infrastructure and strategic planning initiatives. Cross-functional leader who is recognized for high quality assurance strategies, team building ability and job mentoring capacity.

Areas of Expertise

Business Process Improvement

Client Management

Customer Support

Design & Implementation

Infrastructure Project Management

IT Operations Management

Quality Assurance Strategy

Support Engineering

Software Troubleshooting

Professional Experience Highlights

SAP America, Bristol & Newtown SQ, Pennsylvania, USA 1997 – 2016

MM Support Engineer (2008 – 2016)

Managed and resolved issues that prevented procurement to customer plants. Performed root cause analysis and provided solutions by means of SAP Notes, Knowledge Base Articles, information documents derived from past solved customer incidents, best practices and other customized parameters.

Achieved a high level of customer satisfaction through individual case work and provided extended 24-hour personalized coverage. Handled incidents and enterprise support through KPI adherence & SLA adherence.

Drove knowledge creation in area of support and proactive proliferation. Produced Knowledge Base Articles (KBAs) and e-Learning content.

Using best business practices lowered incoming helpdesk tickets from being logged by hundreds of cases and tens of thousands of servers.

Quality Assurance (2007 – 2008)

Analyzed and monitored a variety of business processes and procedures.

Tested software and applied quality assurance documentations to software released by developers.

Technical Product Specialist (2005 – 2007)

Served in a technical advisor role to solve highly technical cases and other business processes issues.

Innovatively solved problems by reverse engineering issues from a lab setup that duplicated the customer environment and recreated the problem for troubleshooting.

Created business processes and quality assurance documentation to institutionalize support-engineering methodology.

Software Support Technician (1997 – 2005)

Assisted with troubleshooting customer’s software problems via phone. Trained customers and fellow employees on Transactionware GM products to reduce call volume into the call center, which reduced overhead.

CDI Corporation, Philadelphia, Pennsylvania, USA 1992 – 1997

Hardware Support Technician

Setup, maintain and support SCO Unix database servers.

Education

Western Governors University, Database Management

Bucks County College, Certified Network Administrator

Bright Wood Career Institute (Formerly Kaplan Career Institute), CompTIA A+

SAP America, SAP01, SCM500, SCM510, SCM 515, SCM520, SCM540, SAPTEC, SAP Sizing & SAP Sizing Advanced

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