Customer Service Quality Assurance
Resume:
NAN ZHANG, MS
Boylston, MA ***05
508-***-**** (H)
508-***-**** (C)
*************@*****.***
SUMMARY
Highly motivated professional with proven technical, communication, influence and teamwork skills.
Over sixteen years of Storage Management Software Development, Software Quality Assurance and Software Customer Support experience.
Excellent analytical / problem solving skills. Proven abilities to innovate and perform effectively both as a team player as well as independently.
Experience with all phases of software product lifecycle (agile and waterfall) for multiple releases.
Ability to multi-task, switch gears and embrace change without losing focus and quality, as the priorities and the business requirements change.
TECHNICAL SKILLS
Database: Oracle, SQL Server, GreenPlum, PostgreSQL and MySQL
Languages: SQL, .NET, C#, Java, JavaScript and Shell Script
OS: Linux/UNIX, VMware Workstation for Windows
Software: VISION7 CAMA
DELL EMC products: Symmetrix, CLARiiON, CELERRA, VPLEX, DPA, VMWare, ECC, ProSphere, SRM Suites, Watch4Net
EXPERIENCE
Vision Government Solutions, Northborough, MA 2/15 – 11/16
Senior Software Engineer
Led Maricopa County CAMA Data Conversion project. Analyzed and Designed Data Conversion mapping document, and successfully designed and implemented data conversion product with using SQL Server scripts. It completely loaded over 1.5 million parcels from Maricopa MARS Oracle database to Vision 7.5 database.
Designed and coded the GIS functions and report for finding the nearest none sale parcels in Vision 7.5 product.
Designed Database Model for Maricopa CAMA product, such as CASE Management, Economic Unit, Land Components and Legal Class.
Vision 7.5 CAMA Product for Hennepin County, VA. Proficiency in C# language, designed and coded Vsion7.5 CAMA software for Hennepin County product release.
Designed and Created Reports Server (SSRS) Project for Vision7.5 Hennepin County, VA product.
Designed and coded database migration product for Vision Clients to upgrade Vision 6.5 Oracle based software to Vision 7.4 SQL Server based software.
DBA role in the Engineering team. Managed development SQL Servers and Databases, and designed model databases and schema check utility.
Managed Vision7.5 software release build process and maintain each release.
DELL EMC Corporation, Hopkinton, MA 2000 – 2015
Principal Software Development Engineer
Designed and implemented EMC product VIPR Controller REST API based application prototype to manage Hitachi HDS Storage provisioning from UCP Director.
Time Warner Cable Project: Created a design proposal for calling Red Hat CloudForms REST API to send a request to create a File System on EMC product VIPR Instance, and manually mount NFS volume on desired host.
Designed and coded VMAX storage used and provisioned capacity detection alert functions for VMAX Cloud Edition Version 2.2.
Designed VMAX CE Stand Alone Data Warehouse Database on VMware Platform by using PostgreSQL 9.3.2. Designed and developed schema conversion and data migration scripts to transfer data from Oracle data warehouse database to Postgres. Optimized various sever parameter as well as physical design.
Converted and rewrote provisioning dynamic queries in Java and XML scripts to PostgreSQL to support VMAX CE Data Services functionality.
Developed Java modules to perform EMC VNX Storage data extraction from RDF data store and high speed data loading (EDG VNX ETL Tool) to Managed Services Data Warehouse Database.
Designed, coded, executed and maintained StorageScope Repository database functionalities for EMC ControlCenter version 6.0, 6.1 and 6.1 Upgrade Patch Bundles.
Designed and coded trending retention, table partition and database export functionalities for EMC Prosphere version 1.5 which was the next generation of EMC ControlCenter Product.
Designed, wrote, executed and maintained test cases for EMC ControlCenter 5.0 / 5.1 / 5.2 Infrastructure testing, and documented and tracked the flow of modifications and enhancements through the quality assurance process.
Designed and coded EMC ControlCenter 5.0 / 5.1 / 5.2 Repository Database automation testing scripts for product sanity testing and regression testing.
Guided teams to implement automated processes for database build and upgrade script generation.
Implemented processes for developing, testing, releasing database, xml and model changes so that agent changes could happen simultaneously for multiple releases.
Contribution to the customer support was vital to the TCE. Coordinated cross functional efforts to create, test, and deliver Hot Fixes to ControlCenter, StorageScope and Oracle in an efficient and timely way.
Personally visited high visibility customer sites such as Bank of New York, Goldman Sachs and helped to analyze and resolve ControlCenter and StorageScope issues and kept customers satisfied, and guided team members to conduct numerous WebEx sessions to solve issues immediately.
Designed and implemented an improved SQL HotFix process to include the standard HotFix template of SQL and batch files, and worked with all the stakeholders such as SQL developers, QE, project management, ccmhf and install teams.
Successfully negotiated with development, customer service, customers, customer solution development and QE teams for mutually acceptable dates for many hot fixes.
Influenced install and QE teams to implement pre-upgrade validation procedures to improve users overall upgrade experience.
Developed the trusted working relationships with other Hopkinton development teams, Customer Solutions Development, Project Management, Quality Engineering, Technical Support Engineering, Business Development, Ireland and India development teams.
Helped EMC to build a strong collaboration with the local Yangpu District, Shanghai where the China COE was located. This not only helped EMC in terms of operation efficiency, but also helped to expand EMC's brand recognition in Shanghai and China. Contributions included:
1). Helping with the negotiation with the government in terms of facility expansion in 2010.
2). Helping EMC field team access to several key government accounts.
3). Helping to arrange several key EMC executives (Bill Teuber, Sanjay Mirchandani, Steve Leonard) visit the world expo.
4). Helped China COE to open EMC branch in Chengdu city, China by arranging the meetings with the government negotiating the terms of the facility expansion.
5). Helped to arrange the meeting for CEO Joe Tucci and his Board of Trustees members with Chinese government.
6). Arranged Chinese government delegations to visit EMC headquarter Hopkinton, MA, and worked as an interpreter for Pat Gelsinger and David Goulden.
Computer Sciences Corporation, Framingham, MA 12/99 – 12/00
Database Developer
Developed and maintained HEDIS 2000 and HEDIS 2001 databases using Oracle / SQL in a Unix / Window NT environment.
Created and designed the programs of the National Committee for Quality Assurance (NCQA) to import / export the raw data to /from database.
Designed and tested various data capturing and processing applications, such as decoding algorithms, building table DDL, and leading retrieval and download systems.
Vision Appraisal Technology, Inc., Northborough, MA 3/99 – 11/99
Software Support Engineer
Designed, coded, and performed modifications to VISION Appraisal Software, an Oracle 8 Relational Database with a Visual Basic graphical user interface.
Converted various incoming data types, such as Progress database into Oracle 8.0.5 database.
Installed, upgraded, and supported Oracle server and client software application for New England Municipalities.
Trained assessor and staff working at New England Municipalities to use Vision Appraisal Software.
Assisted support personnel in resolving problem customers had with programs.
EDUCATION
Master’s Degree, Software Engineering
Brandeis University, Waltham, MA
Bachelor of Science, Computer Science
Worcester State University, Worcester, MA
CERTIFICATES
• VMware Certified Professional 5 – Data Center Virtualization, October 2014.
• Certificate in Oracle8 PL/SQL Developer with Oracle Corporation, July 1999.
• Certificate in Oracle11g PL/SQL Developer with Oracle Corporation, August 2010.
REFERENCES
Available upon request.
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