Quality Assurance Analyst, Product Support Representative
Resume:
Gerald Matlack
Anaheim, CA 92806
Phone: 562-***-**** Email: *****.*******@*****.***
OBJECTIVE
Seeking a position as a QA analyst and/or Product Support representative with a stable, growing company that will utilize my strong skills, knowledge, and experience in these areas.
GENERAL SKILLS
Solid experience in troubleshooting network issues, hardware, black box and manual testing for software QA.
Over 15 years experience in technical support, Testing and QA.
Excellent troubleshooting and documentation skills. Documented changes to system configurations, upgrade procedures and service status/history.
Able to effectively communicate with management, technical staff, third-party vendors, and non-technical end users.
Solid customer service skills and experience in a service-oriented technical environment.
PROFESSIONAL EXPERIENCE
CompuGroup Medical Dec 2014 to Nov 2015 Irvine, CA
Quality Assurance Analyst and Technical Writer
Responsible for validating new features and fixes for EHR software on test servers and in production in an Agile/Scrum environment, creating and maintaining product release documentation.
Created release testing plans to validate success of new features and stability of product following updates.
Created and maintained release notes for regular product releases and hotfixes.
Created users' guides for new features and modules.
Validated customer issues to identify needed fixes.
Documented defects in JIRA/Confluence.
The van der Roest Group Dec 2007 to Sept 2014 Orange, CA
Product Support representative and Quality Assurance
Responsible for responding to customer support tickets for various software product modules and system configurations in Open Text Content Server environments, QA testing for product modules, and updating product documentation.
Created testing plans and test cases for new and existing software products.
Validated multiple software products working individually and in conjunction with each other, diagnosed and resolved configuration issues, and identified issues for developer resolution.
Supported customer issues via telephone, email, and remote online meetings, and resolved issues with development, test, and production environments.
Planned, wrote, and conducted product training sessions for clients and partners.
Amp’d Mobile Oct 2006 to May 2007 Santa Monica, CA
NOC Hardware Tester
Responsible for monitoring,, testing, reporting and verification of availability of digital network services and content, and initiating responses to service outages through the Network Operations Center.
Executed distinct guidelines for system outages. Notified appropriate personnel for resolution.
Performed QA testing for revisions and new release handsets. Maintained maintenance and testing logs.
Discovered and documented user interface content programming errors for correction.
Symantec Corporation Oct 2002 to Oct 2004, Jun 2005 to Jun 2006 Santa Monica, CA
Contract SQA Technician and SQA Analyst
Responsible for testing software for defects during the development process, providing online feedback to management and development team.
Developed and performed procedures for rapid build acceptance of Norton Internet Security for testing purposes.
Evaluated and executed testing procedures on Norton Internet Security, Norton System Works, and firewall/intrusion detection drivers (systems software group) to detect defects in the software product.
Proposed enhancements to improve value of the overall product on both Internet Security and System Works.
SBC Advanced Solutions, Inc 2000 to 2001 Monterey Park, CA
Testing Technician
Responsible for resolving issues with physical facilities and between assorted departments within the company and competitive service providers to keep installation on schedule and keep customers informed of progress, modifications necessary and possible additional service required to assure maximum performance of connection.
Provisioned ADSL circuits, resolving assignment conflicts between offices and ensuring installation completion by scheduled date.
Performed remote testing and troubleshooting of DSL circuits, locating line problems by type and cause and dispatching line technicians for corrections/repairs/modification.
Resolved conflicts and service issues through third party service providers when direct contact with end user was prohibited.
The City of Commerce 1998 to 2000 Commerce, CA
Microcomputer Specialist
Assisted Systems Analyst in maintaining and improving existing infrastructure, resolved issues with equipment and service as the issues emerged and identified available solutions for ongoing issues.
Diagnosed and resolved hardware and software problems for PC platform standalone stations, on LAN/WAN network, and public access Internet computers. Installed hardware and software systems and components at various city facilities.
Created current content for the city’s web site.
Trained staff in changes to IT services and procedures as well as new software and resources.
The City of Santa Fe Springs 1997 to 1998 Santa Fe Springs, CA
Computer Administration Intern
Installed hardware and software systems and components at various city facilities, diagnosed and resolved hardware and software problems.
Created and maintained current content for the city’s web site.
Completed maintenance and wrote improvements to COBOL software for HP3000 platform mini-computer.
OTHER ACTIVITIES
Staff Writer Jan 2007 – 2008
www.DamnInteresting.com
Amateur Radio Operator 2000 – Present
FCC License# KF6VCH
American Red Cross 1995-1998
Volunteer CPR/First Aid Instructor, First Aid Service Team member
EDUCATION
International Consortium of Technology Professionals (ICTP) Anaheim, CA
Network Master Program: Cisco CCNA, 2002
California State University Fullerton Fullerton, CA
Bachelor of Science in Computer Science, 1992.
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