Technical Support Quality Assurance

Max Paulino

*** ******** ** • Shoreview, MN *****

Phone: 612-***-**** • Email: *******.******@*****.*** • Discord: tardispilot

Objective

Results-driven IT professional with 20+ years of experience seeking a challenging position where I can leverage my expertise in IT management, network security, and technical support to drive organizational success.

Education

Lincoln Technical Institute

Business Administration Specialist Certification - April 2007

New Milford High School

High School Diploma - June 2005

Core Skills

IT Support & Help Desk Management

Network & Infrastructure Design

Cybersecurity & Compliance (FTC, FCC, Payment Processing)

Custom-Built Servers & Gaming Workstations

Remote Desktop & Networking Solutions

Project Management & Team Leadership

Software Quality Assurance & Testing

Customer Service & Technical Support

IVR Configuration & Management

Google AdWords & Digital Marketing

Telecommunications & Installation

Professional Experience

Activision Gaming, Eden Prairie, MN

Quality Assurance Tester (12/2021 - 11/2023)

Conducted comprehensive ad-hoc testing for Call of Duty to identify bugs and performance issues.

Collaborated with cross-functional teams to reproduce and document issues, enhancing game quality.

Leveraged analytical skills to complete daily tasks requiring innovative problem-solving.

Maintained confidentiality and upheld NDA agreements across all company functions.

Institute of Reading Development, Novato, CA

Program Advisor (04/2016 - 12/2020)

Provided expert customer support for reading programs, addressing inquiries and resolving issues.

Developed personalized educational plans for students, improving their reading and writing skills.

Engaged with parents, guardians, and caseworkers to ensure program success and student progress.

Manasseh Jordan Ministries, New York, NY

Chief Technical Officer (06/2011 - 10/2015)

Led the configuration and maintenance of satellite workstations, ensuring seamless remote operations.

Enforced industry-standard compliance for payment processing, enhancing security protocols.

Managed and optimized all online advertising platforms, including Google AdWords campaigns.

Directed website and application development, improving digital presence and user experience.

Configured and maintained IVR systems, streamlining communication channels.

The Lincoln National Group / Gramercy SEO, Englewood, NJ

Director of Information Technology (06/2009 - 10/2011)

Delivered 24/7 IT support, maintaining network integrity and client workstation functionality.

Ensured compliance with FTC and FCC regulations, protecting company assets and data.

Managed backup and disaster recovery solutions, minimizing downtime and data loss.

Restaurant Technology Services, Clifton, NJ

Service Manager / Help Desk / Client Support (04/2008 - 06/2009)

Managed the service department and help desk, ensuring prompt and effective technical support.

Led on-site and off-site installations and provided top-level support as the lead technician.

Oversaw telecommunications installations, enhancing communication infrastructure.

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