Engineer Technical Support

Mark Smeenge

*** ******** **** *****: 815-***-****

Crystal Lake, Illinois 60014 Cell: 815-***-****

email: ***********@*****.***

Objective

Software Quality Assurance Engineer, Software Technical Support Engineer Professional Experience

Afinitiv (OneCommand/HighergearGroup) – Schaumburg, IL 2014 – 2016 Technical Support Engineer - 2015-2016

Performed database maintenance and system backups.

Assisted the customer support team to resolve client issues.

Assisted the development team with requirements for corrections and enhancements.

Investigated, documented, and provided resolution to product functionality.

Maintained virtual test environments.

Performed recreation of reported issues.

Quality Assurance Engineer - 2014-2015

Documented client requests for resolution, enhancement, or repair.

Performed application testing to achieve issue resolution.

Resolved call center software issues.

Tested new release builds per test case specifications.

Maintained virtual test environments.

Dell Software Group – Buffalo Grove, IL 2009 – 2014 Formerly Quest Software, formerly Vizioncore- vRanger Backup and Replication Software. Tier3 Support Engineer - 2011-2014

Performed as a liaison between client, support, and development.

Assisted the customer support team to resolve client issues in a global market.

Assisted the development team with requirements for corrections and enhancements.

Investigated, documented, and provided resolution to product functionality issues.

Maintained vmWare Virtual Center, ESX(i) test environments.

Maintained Windows 2012 HyperV test environments.

Performed Backup, Replication and Restore testing for VM, physical, and HyperV.

Developed knowledge base articles.

Performed recreations of reported issues.

Quality Assurance Technician - 2009-2011

Documented client requests for resolution, enhancement, or repair.

Performed application testing to achieve issue resolution.

Developed test cases.

Tested new release builds per test case specifications.

Developed knowledge base articles.

Maintained the test environments.

The Higher Gear Group, Inc. – Schaumburg, IL 2002 – 2009 One of the most recognized CRM tools in the automotive sales industry. User Acceptance Testing Supervisor - 2005-2009

Supervised a department of up to 6 employees in a testing environment.

Consistently lead simultaneous projects.

Managed and maintained multiple VMware virtual test environments.

Prepared data for test scenario evaluation.

Monitored, updated, and evaluated rpm scripts.

Developed and performed test cases to ensure user acceptance of the application.

Provided internal training, documentation, and support of new and existing application features for all departments.

Trained new department employees on tools, procedures, and products.

Communicated directly with all departments.

Customer Support Representative - 2002-2005

Handled client calls.

Documented client requests for resolution, enhancement, or repair.

Performed application testing to achieve issue resolution.

Performed application training internally and to the end user.

Made follow-up contact with client to provide resolution and/or status. Technical Abilities

14 years experience testing and supporting software applications, Linux and Windows environments, Vmware, HyperV, VirtualBox virtulization, Rest, NX, tomcat, VSS, VDDK, SSH, RPM and YUM, HTML, XML, JAVA and .NET environment, CouchDB, amqp, VNC, VPN, Webex, SQL data management, Oracle, Exchange servers, Fitnesse, multiple tracking tools; FogBugz, Siebel, Clarify, Salesforce, Jira,data management, troubleshooting.

Education

William Rainey Harper College - Palatine, IL

Network Specialist Certificate

Senior Network Specialist Certificate

Computer Science courses - various

References

References and letter of recommendation available upon request Awards

BSA – Eagle Scout

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