Customer Support Software Development

Logan LaBranche

Cell Phone: 978-***-**** ****************@*****.***

QA & CUSTOMER SUPPORT PROFESSIONAL

Hands-on technology professional with experience working in complex technology environments on customer-facing and B2B projects. Multifaceted experience discovering, diagnosing and troubleshooting software and hardware issues using QA methodologies.

Technical Skills & Tools

● Scripting & Automation Tools: JMeter, Jenkins, Rational Robot, QTP, QC

● Software Development & Reporting Tools: Jira, Confluence, Bugzilla, PR Tracker, Clear Case

● Documentation Writing

● Verification & Validation of user-reported issues using Agile methodology

● Performance, Load, Stress and API Testing

Professional Experience

Google (TCS consulting) Haverhill, MA Mar 2021 – Present

Support Operations

• Document, triage and track bugs for Google Server features

• Work closely with the engineering team to drive successful fixes and releases

The Fulham Group (Onward Consulting) Newton, MA Aug 2020 – Dec 2020

QA Engineer Lead

• Provided QA for Cuisinart pellet grills and commercial grill products

• Tested grill software on Android and iOS operating systems and hardware

• Flashed firmware on grill consoles

• Created and administered bug tracking database

• Provided testing of network connections of Bluetooth, Wi-Fi (2.4 Ghz) and IPV4 router gateways

IBM VA Hospitals (Collins Consulting) West Roxbury, MA Jan 2020 – Mar 2020

Battery Technician Jr.

• Provided RTLS (Real Time Location System) tagging effort activation of RF devices of medical equipment in VA hospitals

Arkema (KFORCE) Middleton, MA Nov 2019

IT Lead

• Lead Windows 7 to Window 10 OS migration including backing up old PCs, updating software applications, running scripts and verifying new PCs were set up properly

• Provided documentation for OS migration follow-up and assisted junior staff with technical issues

Shark/Ninja Needham, MA Jun 2019 – Oct 2019

SQA Engineer

• Worked closely with engineering and product teams to test, resolve and validate fixes for issues on wireless vacuums and associated Android and iOS applications

• Installed and configured Android Studio for capturing logs on Android devices

• Installed and configured Xcode/ VMware and uTest for capturing logs off iOS

Business Copy Associates Saugus, MA Jan 2019 – Jun 2019

Service Technician

• Investigated and resolved customer issues with copiers and printers

• Worked closely with customer IT departments to set up and configure printer and copier networks

• Updated firmware and drivers on printers, copiers and PCs and tested associated APIs

Hubway Bikes Charlestown, MA Feb 2018 – Jun 2018

Driver / Rebalancer

• Provided maintenance, repairs, battery replacement and station reboot services for community bicycle stations

Covaris Woburn, MA Oct 2016 – Sep 2017

QA Tester

● Tested and supported software updates for Ultrasonicator Sonicator machines

● Set up new laptops with software to support new Ultrasonicator applications

● Edited and maintained manufacturing documentation and test cases to support product and software changes

Vlingo/Nuance Cambridge, MA Jan 2011 – Dec 2015

Sr. SQA Engineer

● Tested S Voice virtual assistant and compatible apps on Samsung Android mobile phones, tablets and Gear wearable devices meeting tight hardware and software shipment deadlines

● Supported product and engineering teams by reviewing requirements and specifications for new feature development and releases and creating associated test plans

● Created, prioritized and organized test cases into logical suites for automated and manual testing

● Provided detailed logging, triage and fix validation for reported bugs

● Tested Bluetooth connectivity for wireless headset integrations

● Flashed new firmware for Gear wearable devices

● Managed remote overseas QA team

● Created and instructed training classes for junior QA engineers

● Wrote and executed testing scripts using JMeter and Jenkins

MAK Technology Cambridge, MA Sep 2011 – Nov 2011

QA Engineer

● Tested military simulation software of the simulation GUI front- and back-ends, providing the software development team with detailed reproduction steps for issues found using SpiraTest and OnTime testing and reporting tools

● Engaged with source code control systems (CVS, SVN) for pre-release software version testing

Beechwoods Software Boston, MA Jun 2010 – Sep 2010

SQA Engineer

● Tested DirecTV middleware supporting Set-Top Boxes (STBs) and configured STBs to run different bit streams and PPV programming, multi-room DVRs and iTV with Game Lounge over multiple types of network connections (DECA, Diseq, Moca, Vivi, WAP, WEP)

● Flashed STBs with the latest middleware builds

Image Stream Medical Littleton, MA Jan 2008 – Mar 2009

Test Engineer

● Provided verification and validation of software releases for video stream technology on medical head cameras, microscopes, endoscopes, and room cameras within required software delivery dates

● Set up and maintained video conference recording and playback for medical meetings and operations

● Set up and tested administrative privileges across multiple user roles and permissions

● Constructed network environments for testing

● Maintained compliance with HIPAA privacy laws

Verizon Waltham, MA Feb 2008 – Dec 2008

QA Engineer

● Created test plans, tested and performed verification and validation of software on FIOS Multi-room DVRs, FIOS widgets, TV guide, traffic reports, and horoscopes on game consoles, STBs and TVs

Motorola Westford, MA Jan 2006 – Feb 2008

QA Engineer: (contract)

● Created test plans and tested DirecTV bit streams and PPV programming

● Maintained Perforce version control for Windows simulator project

● Tested using IEEE1394, HDMI, and S-Video connection types

Broadbus Boxborough, MA Mar 2003 – Jan 2006

Sr. QA Engineer

● Installation, configuration, and verification of Video-on-Demand (VOD) software to ensure it functioned as designed, satisfied marketing requirements, and performed as expected, including creating test scripts, testing storage integrity, API testing, customer support and back office software system testing, and running Perl scripts

● Quickly and effectively communicated with cross-functional teams regarding customer-facing defects and other significant potential problems early in the product life cycle

● Worked with software written in Java and C/C++

● Gained experience with TCP/IP protocol suite including TCP, UDP, IGMP, STP, 802.1Q VLAN, HTTP, FTP, SMTP, SNMP, and DOCSIS

Education

● Computer Learning Center: PC Applications Network Tech Certification

● Learning Tree: UNIX course

● Northern Essex Community College: MySQL relational database

● Keene State College: Physical Education Major

● Military: US Army Combat Telecommunication Operator Certification; Secret security clearance

● 527 CMR sec. 10.13(d) Designation of a Crowd Manager-Certification

Contact this candidate