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Technical Support and Quality Assurance Professional

Location:
Madison, Mississippi, 39110, United States
Posted:
October 09, 2016

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Adrian Caraway

*** *** **.

Madison, MS *****

acwy2h@r.postjobfree.com

cell: 601-***-****

Objective:

Solution-focused professional with 2 years experience in Quality Assurance and over 10 years experience in Technical Support. Able to utilize my skills in troubleshooting, and problem solving, along with my foundation in Customer Support to serve as a value-adding team member.

Technical Skills:

Skilled in the following platforms: Win XP - Win 10, MAC OS X, and Linux Ubuntu, Fedora, Red Hat, and SUSE.

Proficient using and troubleshooting issues with: Microsoft Office Suite, Active Directory, LDAP, Vsphere, HTML, and CSS Style Sheets.

Experienced with deploying and troubleshooting Virtual and Cloud based appliances, as well as the setup of Radius, SAML, SSO, SCADA network configurations, and failover appliances.

Skilled in Test Case Management and Incident Tracking programs such as: Net Suite CRM, Test Director, Mantis, TestLink, and Tracker.

Professional Skills:

2 years of experience testing software as a Quality Assurance Analyst, and over 10 of years in the Customer Technical Support field in a fast paced helpdesk environment.

Proven ability to create/edit test cases, run test scripts, perform functional and regression testing, while ensuring compliance guidelines are met.

Excellent verbal and written communication skills with demonstrated ability to articulate information and directions in an organized and concise manner.

Skilled at training new employees, as well as updating new and existing documents and FAQs.

Professional Experience:

2014-2016 Bomgar Corporation Quality Assurance Analyst

Met test objectives successfully within given deadlines, by studying software requirements, writing test cycle plans, writing/running test cases, and executing test scripts.

Identified software vulnerabilities and reliability by conducting system, performance, and load balance testing, and recommended any changes that were needed including verifying that new features functioned as expected and any bugs were fixed.

Reported test outcomes by collecting, analyzing, and interpreting data; recommended software changes and reported bugs via an online ticketing system.

Set up and maintained virtual test environments and equipment within Vsphere, ran Apple scripts and utilized Selenium to perform upgrade/downgrade testing and rewrote the upgrade testing guide.

2012-2014 Bomgar Corporation Implementation Engineer

Promoted to Implementation Engineer and delivered dedicated, remote installations and advanced services to Enterprise customers during the deployment of newly purchased virtual, physical, and cloud-based appliances running Bomgar’s remote control software.

Helped cross-functional teams plan and outline project phases for complex deployments, including installations within SCADA networks, and multiple failover appliances, via e-mail, web sessions, and conference calls.

Submitted technical document additions and revisions for internal/external use, assisted with creating Bomgar University Administrative Training lab exercises, and earned Bomgar Administrator certification.

Assisted in the design and implementation of the new Self Service Portal for Bomgar Customers to obtain assistance, check incidents and view documentation online.

2008-2012 Bomgar Corporation Customer Support Engineer

Provided software status updates and technical support to customers throughout their appliance installation and configuration stages via phone, e-mail and remote web sessions.

Resolved issues pertaining to SSL certificates, firewalls, DMZ configurations, port forwarding, DNS propagation, LDAP, and Active Directory setups.

Processed/resolved all reported incidents via phone, e-mail, and web sessions, liaised with hardware vendors to complete returns, and documented all correspondence in a timely fashion.

Consistently achieved 95% and higher customer satisfaction rates.

Worked with Technical Documentation, Quality Assurance, and Product Support teams to ensure that the User Guides, FAQs, and training resources were up to date and complete, and earned Bomgar Representative certification.

2007-2008 Comcast Tier 2 Technical Support Representative

Resolved advanced technical issues for customers using Comcast High Speed Internet and Digital Voice.

Prepared work orders for field technicians and assisted with training new employees.

2005-2007 EBSCO Industries, Inc. Level 2 Customer Support Representative

Supplied solutions for clients using EBSCO’s software and created/maintained internal role documentation, training resources, and FAQ's.

Performed beta testing, regression testing, and wrote test plans for upcoming builds and patches.

Education:

(2000-2002) Holmes Community College Ridgeland, MS

Associate of Applied Science with emphasis in Computer Networking

(1997-2000) Hinds Community College Pearl, MS

Associate of Liberal Arts



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