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Customer Service Quality Assurance

Las Vegas, Nevada, United States
October 13, 2016

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Edward Block

***** ****** **** **.

Las Vegas, NV 89183



Quality Assurance Engineer

Las Vegas, NV 2013 – 2016

*Created the Q.A. Department for Redemption Kiosks and Point of Sale systems for Ditronics.

* Experience with ATM, Bill Break, (TITO) Redemption, Currency Exchange, and Jackpot modules.

* Software Regression, Smoke Tests, Bug creation, and software design for new modules and changes.

* Created Test Cases for regression testing for all products.

* Technical Writer for Release Notes, Technical documents, Installation guides, and Training manuals.

* Trained Technicians and Employees on Redemption Kiosk and POS system software functionality.

* Worked with Glory SK-100 & SK-500 Redemption Kiosks. Maintenance and upgrades of new hardware.

* Worked with Ingenico 250 EMV POS hardware.

* Worked with Hyosung 5300 and 5600 ATM hardware and software.

* Trade show preparation for all major gambling trade shows. Xytech Systems

Software Support Analyst / Quality Assurance Manager / Jr. Admin San Fernando, CA 2010 – 2012

*Tech support for custom software for the movie and television industry.

*Quality assurance testing and approval for final release of the software.

*Documentation, problem solving, and remote work for clients and internally.

*Heavy detail to quality assurance of the software finding bugs, and improving the software.

* Jr. Admin assisting with day to day computer issue's within the company. Final Draft

Tech Support Agent

Calabasas, CA 2007-2008

* General tech support for both Windows and Mac for scripting software (movie and television industry).

* Beta testing for the new Final Draft 8 software.

* Customer service, sales, and trade show tech for the software.

* High volume tech support calls, email’s, and live chats to repair and give scripting software advice.

* Windows Vista specialist for Final Draft.

Digital Insight

Implementations Project Manager

Westlake Village, CA 2006 – 2006

* Managed 75 projects and delivered 250 products worth $285,000 with a monthly subscription income of


* Major clients include: Harvard Federal Credit Union, Bank of Georgetown, Centris Federal Credit Union, and Tucson Federal Credit Union.

* Deliver products to include: Intuit's Web Connect and Direct Connect, CheckFrees's Bill Pay, CashEdge's Funds Transfer and New Account Open & Fund.

* Develop and manage project budgets.

* Heavy attention to Customer Service and retention. SUMMARY

Information Technology professional with over twenty five year’s of experience. Areas of expertise include Quality Assurance, Project Management, System/Network installation, upgrade, repair, Help Desk, and training. Responsible, detail oriented with strong technical, analytical, problem solving, communication, and relationship management skills.


Systems: Win 10, Win 8, Win 7,Vista, XP, 2000, 2000 Server, NT, 9.x, ME, 3.x, DOS. Mac OS. Hardware: Configure, Build, Troubleshoot, and Repair PCs, Servers, and Peripherals such as PDA's, Pocket PC's, Cell Phones, etc., Routers, Switches, Hubs, Cabling, Build and Maintain Networks. Software: Ditronics Kiosk and Point of Sale software, Microsoft Test Manager, Microsoft CRM, MediaPulse, Enterprise, Pivotal eRelationship, Word, Excel, Outlook, FrontPage, Quickbooks, Symantec/Norton products, McAfee, WordPerfect, Antivirus, Firewall, Ad-blocker programs, Sugar CRM. Remote Tools: PC Anywhere, Microsoft Live Meeting, GoToAssist, TeamViewer, Bomgar. Networking: TCP/IP, VPN, SMTP, HTTP, Ethernet, Peer-to-Peer, Client/Server.

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