Support Team Performance Testing

DAVID S. MARKS

904-***-**** ******@*******.*** https://www.linkedin.com/in/david-s-marks-baa5215/ Yulee, FL 32097

PROFESSIONAL SUMMARY

IT Professional and Military Veteran, with a comprehensive background in IT and team/technology management across various sectors, experience in software performance testing, and a deep understanding of software business processes. Proficient in LoadRunner tools, including LoadRunner and LoadRunner Enterprise, encompassed administration, installation, configuration, operations, and documentation. Excellence in leadership, teamwork, creativity, system analysis, troubleshooting, and problem-solving ensured efficient project delivery. Additionally, strong interpersonal, technical documentation, communication, and research skills enabled effective collaboration and knowledge sharing. A solid grasp of the Software Testing Life Cycle (STLC) and the Software Development Lifecycle (SDLC) drove success and innovation in any software testing environment.

Systems Analysis

Workflow Optimization

Records Management

Troubleshooting Testing

Agile Methodologies

Virtual Office Management

Technical Support

Project Management

Training Development

OVERVIEW OF KEY CONTRIBUTIONS

Quality Assurance Performed meticulous verification to ensure clients' performance testing environments operated within established parameters, maintaining efficiency and reliability in their testing processes.

Load Testing Led load test project planning, proficiently gathered requirements, scripted test scenarios, executed tests, fine-tuned applications/scripts, conducted benchmarking, and expertly debugged issues to ensure optimal performance and reliability.

Customer Relationship Management Managed customer relations across all tiers of the support help desk, ensuring prompt resolution of inquiries, providing exceptional service, and fostering positive and long-lasting relationships with clients.

PROFESSIONAL EXPERIENCE

TekShapers Inc. Troy MI (Remote, Contractor) Jul 2024 – Nov 2024

Performance Testing Architect/Engineer Birlasoft/Lennar - Oracle JD Edwards Enterprise One Upgrade Project. Collaborated with team to scope the load testing requirements to ensure optimal performance and reliability for clients’ systems. Created, debugged, and executed performance/load scripts and tests specifically tailored for Oracle JD Edwards Enterprise product using LoadRunner Script Protocols.

Orasi Software Inc. Kennesaw, GA (Remote) Dec 2006 – Apr 2024

Senior Performance Support Delivery Engineer Team Manager (2011 – 2024)

Led a team in providing technical software support and performance optimization, ensuring client satisfaction and smooth operations.

Supervised, and provided comprehensive training, and mentorship to a team of Performance Testing Tool Support Engineers, fostering their professional growth, and ensuring the delivery of exceptional support services.

Delivered comprehensive technical systems support services to clients through various channels including telephone, email, and web meetings, personally resolving over 3,500 technical support cases of the 8000 LoadRunner cases my team and I handled, ensuring client satisfaction and a high issue resolution rate.

Conducted thorough research and confirmed defects, provided one-on-one training, and offered technical support for the installation, enhancements, upgrades, and maintenance of hardware and software, ensuring optimal performance and functionality for clients.

Spearheaded the creation of a virtual/remote office environment, facilitating seamless collaboration, brainstorming, and interaction among team members to address client issues and deliver timely resolutions.

Developed detailed documentation outlining solutions for client inquiries related to configurations of covered products, third-party product integrations, operating systems, databases, installations, data migrations, operations, scripting, application of software patches, and licensure issues, providing clarity and guidance for clients' technical inquiries.

LoadRunner Performance Testing Engineer Consultant (2006 – 2011)

Specialized in optimizing software performance through meticulous performance testing and providing expert consultation to enhance the efficiency and reliability of software systems.

Completed 45 LoadRunner Performance/load testing projects across various industries, demonstrating a diverse and extensive portfolio of experience.

Mentored and provided formal classroom instruction to customer employees in LoadRunner fundamentals and scripting best practices, contributing to their professional development and enhancing their skills

Performed proof of concept, conducted demos, managed installations (including SiteScope and SAP Diagnostics), developed business process scripting, executed performance testing, and provided mentoring for LoadRunner, highlighting comprehensive expertise in the tool's utilization across various aspects of software testing and optimization.

DAVID S. MARKS Page 2 of 2

LoadRunner Performance Testing Engineer Consultant (cont.)

Executed 10 projects focused on rigorously testing SAP systems, showcasing specialized proficiency in performance testing tailored specifically to meet the unique demands and intricacies of SAP environments.

Showcased advanced proficiency in scripting and performance testing utilizing LoadRunner Performance Center, playing a pivotal role in enhancing software performance and reliability across a spectrum of projects and industries.

US Navy (April 1984 – December 2006)

Naval Aviation Warfare Systems Operator and Naval Aircrewmen AW1, AW/NAC/MTS/MI)

(Held Top Secret Security Clearance)

Aviation Warfare Systems Operator First Class Petty Officer

Coordinated and directed the operational efforts of both senior and junior operators responsible for detecting, analyzing, localizing, and tracking submarines. Evaluated personnel performance, directed administrative functions, and supervised operations, maintenance, and training teams through complex combat, training, and operational exercises.

Acoustic Sensor Operator

Performed general flight crew duties. Operated anti-submarine warfare (ASW) sensor systems to extract, analyze, and classify data obtained. Performed specified pre-flight, in-flight, post-flight, and diagnostic functions using manual techniques, built-in test equipment, and computer routines to troubleshoot faults and failures, and optimize system performance. Operated tactical support center systems to analyze and classify ASW data. Assisted in aircrew briefings and debriefings. Provided database information to the Tactical Commander for use in prescribing mission objectives and tactics.

Certified Master Training Specialist/Master Instructor

Trained junior officers and enlisted personnel in Submarine Acoustic signatures, Tactical Operations, and USW Oceanography in both classroom and in airborne environments. Initiated and oversaw the production of a comprehensive divisional curriculum plan that upgraded existing programs. Developed new training guidelines and integrated an extensive interactive computer-based training program. Managed squadron-wide training requirements, positively affecting mission readiness for 160 Pilots, Tactical Flight officers, and Aircrewmen.

EDUCATION

Bachelor of Science (B.S.) Information Technology University of Phoenix

CERTIFICATIONS CERTIFICATES

Tricentis NeoLoad Professional Certification

Tricentis NeoLoad Fundamentals − Testing Application Performance Specialist Certification

Certified LoadRunner Accredited Integration Specialist

Certified Professional Pro LoadRunner – Micro Focus Certified Accredited Technical Professional (ATP) – LR/PC

Application Delivery Management (ADM) – Performance Engineering Certified Presales Engineer (MFCPE) Micro Focus/OpenText

TECHNICAL COMPETENCIES

Programming: C, XML, HTML, JavaScript

Software: LoadRunner 8.1 to 24.3, LoadRunner Enterprise 9.0 to 24.3, LoadRunner Cloud, SiteScope, Network Virtualization, NeoLoad, JMeter, Jenkins, Jira, Windows (all versions), Microsoft Office 365, OneNote, MS SQL, VMware, Salesforce, Zoom, MS Teams, Quicken, Snagit, Harvest, Intercom, RingCentral, PagerDuty, GoToMeeting, Microsoft CRM, SharePoint, Input Director, Adobe Acrobat, DisplayFusion, FlashFXP, NotePad++, OneDrive, Skype, MS Sysinternals Suite, Zoom

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