Bryan Biller

*** **** *****

Vista, CA *****

760-***-****

adies5@r.postjobfree.com

A Quality Assurance Engineer with more than Seven years of experience with great attention to detail and a commitment to developing and implementing continuous improvement initiatives through the collection and analysis of data and converting it into actionable information.

Skills

● Experience with Scrum/Agile and Waterfall methodologies.

● Knowledge of test methods including black box testing, white box testing, user acceptance testing, load testing, and maintenance regression testing

● Experience maintaining test environments, automated testing tools, and other resources in support of SQA process.

● Strong knowledge of Microsoft SQL, MongoDB, Soap UI, .NET, web applications, iOS and Android.

● Strong analytical, problem-solving, and troubleshooting skills.

● Strong organizational and time management skills while working in a rapid software development process.

● Ability to work under tight deadlines

● Ability to work independently or in a team.

Experience

February 2013 - March 2020

NTN Buzztime INC., Carlsbad California - Software QA Engineer

● Reviewed product design documentation to ensure that requirements stated are correct, unambiguous, and verifiable.

● Consulted with product development to evaluate system interfaces, operational requirements, and performance requirements of the overall system.

● Defined test methods and created test plans for new or updated software projects to determine if the software will perform accurately and reliably according to documented requirements as well as established standards under both normal and abnormal conditions.

● Performed manual testing across multiple platforms with high level of detail and quality. Platforms include mobile/tablet, web, mobile web, Torque / Grasp scripting languages and .Net backend technologies.

2

● Maintained effective communication with product managers and developers on project limitation, capability, performance requirement and hardware interface changes.

● Executed test plans and created test reports to describe program evaluation, testing, and correction.

● Monitored program performance after implementation to prevent reoccurrence of program operating problems and ensure efficiency of operation.

● Conducted compatibility tests with vendor-provided programs.

● Main responsibility towards the end of my role at Buzztime were to test and maintain back end microsoft SQL, MongoDB/Analytics, Site PC testing, Website and the Mobile application.

May 2012 - February 2013

NTN Buzztime INC., Carlsbad California - Technical Support Manager

● Provided on-the-job training and coaching to improve the company's overall technical customer service.

● Verified procedural problems and resolve those by implementing new or different technical tools or added training.

● Scheduled, coordinated, and assigned Technical Representatives to particular duties for which they are well-suited.

● Worked with disgruntled or unsatisfied customers, by stepping in to resolve problems quickly and with cost efficiency.

● Documented service issues, compiled 'tech notes' detailing specific information, maintained 'knowledge bases' of support information.

● Collected and analyzed call center metrics to guide decisions about performance and support quality.

January 2011 - May 2012

NTN Buzztime INC., Carlsbad California - Technical Support Lead/Connectivity Specialist

● Assisted team members by providing level 2 support as well as guidance to resolving issues.

● Responded to emails providing technical support or scheduling a time to contact the customer to work with them over the phone.

● Completed daily tasks which included review of staff troubleshooting documentation and by monitoring and providing improvement recommendations to the management team, service and installation completion review/sign off, review and approval of service requests and part orders, and running connectivity reports and metrics.

● Supported and maintained network connection for customers to ensure our system had stable and constant connectivity.

October 2005 - January 2011

NTN Buzztime INC., Carlsbad California - Technical Support Representative 3

● Delivered service and support to end-users using and operating automated call distribution phone software, via remote connection or via email.

● Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services.

● Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.

● Diagnosed and resolved technical hardware and software issues involving video distribution, RF delivery, internet connectivity, verifying proper hardware and software set up, power cycling equipment. and username and password problems.

● Researched required information using available resources.

● Followed standard processes and procedures.

● Identified and escalated priority issues per Client specifications.

● Accurately process and record call transactions using a computer and designated tracking software (Clientele and NetSuite).

● Offering alternative solutions where appropriate with the objective of retaining customers’ and clients’ business in order to prevent retention.

● Follow up and make scheduled callbacks to customers where necessary.

● Stayed current with system information, changes and updates. Education

2000

El Camino High School - Oceanside, CA

High School Diploma.

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