Technical Support Quality Assurance

John A. Young

408-***-**** Santa Clara, CA **050 *************-******@*****.*** https://www.linkedin.com/in/johnyoungsw

Summary

I have over ten years of experience with complex systems and technology, increased responsibilities in each position.

Roles in Software QA, training, support, and electronic engineering provided me a focus on the usability of products and customer scenarios to create procedures for the most effective tests. Prefer to work with cross-functional teams.

Skills

Troubleshooting hardware and software issues, duplicating difficult customer issues, building toolsets for quickest thorough use cases, prototyping, electronics, Windows, QNX 4.0, VAX & XWindows, Machine (hex, decimal, octal, binary, assembly), Basic, C, C++, Python, Visual Basic, Visual Studio IDE, HTML, XML

Professional History

Ultratech Inc., San Jose, California

Software Quality Assurance Engineer, (2011 – 2014)

Generated white box, black box, boundary, corner, and performance tests

Created and used Regression Test Procedures and acceptance Test Cases for all products from requirements

Developed Factory Automation scripts for laser, stepper, metrology and EDA products

Provided and/or reviewed root cause analysis to optimize test plans for overall quality improvement

Created automated tests for reliability, long term testing, and customer specific use cases with SECSemPro

Created acceptance documentation for software version release, including PowerPoint and ManMan data

Entered, researched, reproduced, and verified defects from database and email each day

Worked with Visual Studio 2005, 2008, 2012 (VB, C, C .COM, .NET, SourceSafe, Wireshark, and VNC

Trained local and international teams on complex tests, tracked through Seapine TestTrack and TCM.

Worked with cross functional teams to debug failures and improve test methods for quality improvement

Created test cases with Seapine QA Wizard Pro scripts, Excel VBA scripts, and internal utilities

Novellus Inc., San Jose, California

Software Quality Coordinator, (2001 – 2008)

Quality team lead for PECVD, CMP, and PVD semiconductor products (Vector, Xceda, Inova, and InovaxT)

Assured quality of devices from inception to final release to discontinuance

Maximized usage for multi-node simulator and was the ‘Go-To’ guy for several departments

Received several ‘Above and Beyond’ awards for taking extra steps needed

Researched technology to make testing more efficient, including Agile and V-models, on Windows and QNX

Created and used Regression Test Procedures, FAQs, and ‘Cheat Sheets’ for all products tested

Tested Factory Automation with CCS Protocol, SECSemPro, and Winrunner scripts

S3 Graphics, Santa Clara, California

Software Quality Assurance Technical Lead, (1999 – 2000)

Team lead for 3D gaming and Viper II Z200 product, including hardware, drivers, and packaging WHQL

testing and log submission

Assured quality of devices from inception to final release to discontinuance

Diamond Multimedia, Inc., San Jose, California

Software Quality Assurance Technician, (1998 – 1999)

Alpha and beta testing of new hardware and software products

Provided immediate feedback to the QA leads and Engineering staff

Product Development Technician, (1997 – 1998)

Alpha and beta testing of new hardware and software products and provided feedback to all departments

Assisted in the review of product literature and packaging for accuracy, clarity, and content

Created product training material, including database resolutions, FAQ’s, and web pages

Solved product issues by providing documented and timely feedback to Engineering

Provided first tier support for OEM vendors

Provided level 3 Technical support for customers and other support personnel

John A. Young – Page Two

408-***-**** Santa Clara, CA 95050 *************-******@*****.*** https://www.linkedin.com/in/johnyoungsw

Diamond Multimedia, Inc., San Jose, California

Technical Support - Technical Resource Group, (1995 – 1997)

Solved hardware and program questions, international and domestic, by phone, IRC, e-mail, and fax

Saved the company from losing sales each week due to creative technical workarounds

Trained and assisted technical support representatives in immediate critical areas

Generated sales of Diamond products through technical expertise

Created FAQ’s and tested products as a guide to ensure questions were answered quickly and consistently

Ensured departmental uptime as backup to the Technical Support Engineer

McAfee Associates, Santa Clara, California

Technical Support - CompuServe Sysop, (1994 – 1995)

Solved virus and program questions, international and domestic, by phone, fax, and e-mail

Earned hundreds of dollars a week for McAfee, in royalties as Sysop for the McAfee forum on CompuServe

Generated sales of McAfee products through technical expertise

Created and updated Tech Notes sheet as a guide for technical and customer support personnel to ensure

questions were answered quickly and consistently

Stanford Linear Accelerator, Stanford, California

Programmer, (1993)

Created display interfaces to the linear accelerator using proprietary GUI tools on a VAX/X Windows system

Teledyne Components, Mountain View, California

Calibration Manager - Line Maintenance Technician, (1991 – 1992)

Designed and implemented calibration and spare parts software programs, converted from cards

Taught line maintenance group how to use PC, DOS, Foxpro, Graftool, and Lotus 1-2-3

Ensured calibration for production, test, and QA for branches in USA and overseas to NIST standards

Teledyne Semiconductor, Mountain View, California

Power Applications Technician, (1989 – 1991)

Fabricated prototype circuits from schematics for performance evaluation of Teledyne parts

Conducted parts testing by hand and using automated test equipment for functional data sheets and

application notes on PWMs, OP AMPs, switches, and drivers

Military, US Navy, D.O.D. Secret Clearance, Honorably Discharged

Data Systems Technician, (1982 – 1989)

Installed software and hardware, ran diagnostics, and repaired electronics to component level

Maintained and repaired Naval Tactical Data System display systems - ATC consoles and connected devices

Responsible for maintenance of primary and support computer systems for ocean mapping

Repaired Control Data Corp. equipment consisting of six mainframes, peripherals, and satellite communications

Education and Training

SCSI Nuts and Bolts training certified

DS 'C' school, Mare Island, California, Earned NEC 1665, Graduate

DS 'A' school: Mare Island, California, Earned Data System Technician rating, Graduate

Basic Electricity and Electronics: San Diego, California, Graduate

Alief Hastings High School: Houston, Texas. Graduate

Studied languages – Basic, Fortran, Python, C++, assembly, SECSgem Streams and Functions

OJT for a wide variety of hardware and software tools and instruments, list available on request

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