Support Professional
Resume:
David J. Clarke
Strong experience in customer service, technical research, and technical support. Comprehensive experience with quality processes, customer support, data management, and customer service. 20 years’ experience with Microsoft and Adobe software. Phone: 206-***-****
Email: *********@*****.***
2800 W. Viola Ave. # 18
Yakima, WA 98902
EXPERIENCE
Axiom Technologies,
Yakima, WA — Technical Consultant
JULY 2019 - November 2019
● Provide customized technical support for corporate and individual customers.
● Diagnose network, operating system, and hardware issues for multiple operating systems.
● Customize, design, and install desktop and network solutions for Windows, macOS & Linux operating systems.
● Provide phone support for customers for hardware and software issues.
● Create detailed case notes, references, and documentation. King County Crisis Clinic, https://crisisclinic.org/ (now Crisis Connections) Seattle, WA — 24-Hour Crisis Phone Line Worker
APRIL 2016 - FEBRUARY 2018
● Provide support for individuals undergoing acute crises.
● Offer temporary forms of advocacy to help clients meet essential needs.
● Enable clients to regain sufficient levels of functioning so they can resume advocating for themselves.
● Deliver accurate and timely referrals for extended and long-term support when appropriate.
● Support clients dealing with severely distressing issues, including grief, loss, and suicidal ideation.
Sunrift Media, Walla Walla, WA — http://sunriftmedia.com/
— Website Editor
JANUARY 2010 - JANUARY 2011
● Edited posts, blogs, and general content for a professional photography website.
● Line edited writings by website author, whose experience includes working as a professional journalist and major market newspaper editor.
● Delivered web design analysis and design solutions for an e-commerce website.
● Provided detailed feedback on the website for live content and projects. SKILLS
Documentation publication and
editing using interactive help
systems.
Research new technologies and
document detailed content to
specialized and general
application users.
Author user stories for coding
using Agile development
methodology.
Product specification creation to
develop software applications.
NOTEWORTHY
Graduated magna cum laude
from Seattle University.
Completed Ph.D. coursework,
DePaul University.
Member of Society for Technical
Communication.
LANGUAGES
Reading knowledge of French.
Costco, Issaquah, WA — https://www.costco.com/
— QUALITY ASSURANCE MANAGER
MARCH 2005 - JANUARY 2007
● Managed quality assurance team of 12 direct reports.
● Performed functional, usability, performance, and regression testing of an e-commerce website.
● Analyzed product requirements and guided business analysts and development teams to convert business requirements into a retail e-commerce website.
● Analyzed testing to be performed (manual and automated) based on regression analysis and product coverage.
● Reported test results using statistical quality control metrics and product release criteria.
Pacific Edge, Bellevue, WA — QUALITY ASSURANCE MANAGER JANUARY 2002 - FEBRUARY 2005
● Managed quality assurance team of 9 direct reports.
● Built a quality assurance team from 2 testers to 9 and managed the recruiting, hiring, and training of all employees.
● Developed quality assurance and test plans for all products and development cycles resulting in a consistent and repeatable testing process.
● Implemented test automation infrastructure to run over 5,000 regression tests as part of a daily build automation process.
● Decreased manual testing of middle-tier and database by fifty percent with test automation.
● Managed software testing lab, including the automation of a nightly build process and automatic update of all supported operating systems and web browsers. Nordstrom, Seattle WA — TEST CAPTAIN
JANUARY 2001 - DECEMBER 2001
● Managed test activities through the entire product lifecycle.
● Directed completion of test designs, test scripts, quality status reporting, and communication of project risks to program manager and senior management stakeholders.
● Implemented software quality process improvements for all teams: areas of focus included code inspections, design reviews, build acceptance, defect verification, and regression testing.
● Gathered requirements and managed the development of a custom solution defect tracking system.
● Developed a custom set of reporting metrics for quality assurance and regression analysis.
Captura Software, Kirkland, WA — QA MANAGER
JULY 1998 - DECEMBER 2000
● Managed quality assurance team of 14 direct reports.
● Line edited application manuals and online-help guides for each phase of the software development lifecycle and all released products.
● Developed quality assurance and test plans for all products resulting in a consistent and repeatable testing process.
● Created documentation for software testing processes and procedures for quality auditing and requirements traceability.
● Wrote test plans, test cases, prioritized test strategies, and communicated testing objectives and results to the executive management team. Autodesk, Inc., San Rafael, CA — QUALITY ASSURANCE III JANUARY 1995 - JUNE 1998
● As program manager created product requirements and functional specifications for installation, system administration tools, and security model for a document lifecycle management application.
● Edited product documentation for clarity, accuracy, and adherence to technical writing department style guide.
● Wrote, tracked, and verified defect reports.
● Created, edited, and maintained test plans and designs.
● Executed and maintained automated test scripts for database and browser testing. Autodesk, Inc., Bothell, WA —PRODUCT SUPPORT ANALYST JANUARY 1992 - DECEMBER 1994
● Wrote technical white papers on document management standards for product workflow, database optimization, document control, security, and archive strategies.
● Provided expert technical assistance to direct customers, resellers, and system integrators for Autodesk WorkCenter and AutoCAD.
Aldus Corporation, Seattle, WA —ACCOUNT MANAGER
JANUARY 1990 - DECEMBER 1991
● Trained key corporate accounts, including Boeing and Microsoft, on the implementation of desktop publishing and graphic design application solutions.
● Responsible for training of entire Aldus product line for strategic accounts and major resellers.
● Presented technical seminars and training focused on technical documentation, desktop publishing, and graphic design workflow.
EDUCATION
DePaul University, Chicago, IL — Ph.D. coursework, Terminal Masters, 1987. Seattle University, Seattle, WA — B.A., Philosophy, 1985.
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