Software Quality Support Engineer
Resume:
Edward Kinealy
Software Support Engineer
*** *. ******** #****, ******,
Co
******.*******@*****.***
With over 20 years of experience in software quality support, technical troubleshooting, and product demonstration, I have expertise in various technologies including .NET, Java, and SQL. Successfully resolved over 1000 customer issues, leading to an improvement in customer satisfaction in just 6 months. Work Experience
Hewlett Packard
Centennial, CO • 05/2011 - 11/2013
Software Quality Support
Contractor
WellsFargo contract job, providing software support for WellsFargo in-house development program projects.
Software Support Engineer
Full-time
Skills
• Software Quality Support providing incident solution. Providing technical support to customer's by creative problem solving of technical issues and providing detailed instruction.
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Communicating with customer's and troubleshooting issues to determine the cause; deliver new solutions or workarounds.
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Hewlett Packard Quality Center .NET Framework utilizing Visual Basic programming
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• Visual Basic Scripting object instantiation scripted
• Windows Servers 2003 and 2008 basic system administration
• JBoss Application Server 5.1, Apache Web Server
• Internet Information Services (IIS) v. 6.0 and 7.0. Oracle 10G and 11G basic 'Execute statements for table schema view
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Microsoft SQL server 2005 and Microsoft SQL server 2008 and studio : Browsing and simple beginner commands.
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• Red Hat Linux (Basic) system administration
• HTTP and TCP/IP Protocols
• Solaris 9 and 10 basic system user commands
Assisting customer's in installation, upgrade and testing of new software product versions and product patches.
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• Apache HTTP Server
• ASP.NET
• Assembly Language
• Communication
• Computer Graphics
• Computer Hardware
• Computer Network
Computer Operations
Management
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• Computer Program
• Constant Communication
• Content Management
• Creative Problem Solving
Customer Communication
Management
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• Customer Service
• Data Processing
• Enterprise Software
• GroupWise
• HP Quality Center
• HP WinRunner
• Hypertext Markup Language
• Hypertext Transfer Protocol
• IBM Mainframe
• InstallShield Software
• Internet Information Services
• Java
• Java Applet
• JavaScript
• JavaServer Pages
• JBoss Application Server
• Knowledge Based Systems
• Knowledge Management
• Linux
• Linux Administration
• Lisp
• macOS
Hewlett Packard (NRCE)
Remote 100% • 09/2009 - 05/2011
Fortune 500 company Hewlett Packard, Named Response Center Engineer. Single point of technical support for other Fortune 500 companies which had an Enterprise Service contract with Hewlett Packard Enterprise Support Services.
Named Response Center Engineer
Full-time
Global Or Regional Support
Center
Remote 100% • 07/2006 - 09/2009
Software Support Engineer : Quick Test Professional And Win Runner
Full-time
Providing product demonstrations and technical training and documentation for Hewlett Packard Software Support Knowledge Management articles.
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Advocate and single point of contact for all proactive & reactive support issues.
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Personally working on customer's issues as a technical expert for the Premier Total supported products.
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Accountable for all incidents (cases) placed within HP Software Global Support Delivery for the Premier Total supported products.
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Documenting in-depth understanding & guiding the improvement of the HP Software environment.
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Establish regular reviews to provide reporting & timely updates on incidents :
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• Open/closed incident review (including escalations)
• Defect & enhancement request status
Delivering all of the proactive deliverables associated with the Premier Total supported products.
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• Specialist position for veteran technical support personnel Providing Technical Support to customer's by solving technical issues and providing instruction and creative problem solving on product use.
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Communicate with customer's and troubleshoot issues to determine the cause, and deliver new solutions or workarounds.
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• HTML rendering and control recognition.
Java control recognition within a rendering web page. .NET C# controls recognition within a rendering web page or application under test.
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• Manual Testing
• Microsoft Office
• Microsoft SQL Server
• Microsoft Windows
• .NET
• Network Administration
• Network Protocol
• Operating System
• Oracle Database
• Pascal Programming Language
• Perl Programming Language
• PHP
• Proactive
• Provide Support
• Quality Control
• Query Language
• Red Hat Enterprise Linux
• Regression Testing
• Sales Presentation
• Single Point of Contact
• Software Development
• Software Engineering
• Software Quality Assurance
• Software Technical Support
• Solaris Operating System
• SQL
• StarOffice
• Technical Training
• Test Cases
• Test Planning
• Troubleshooting
• Unix Operating System
• VBScript
• Visual Basic
• Windows NT
• Windows Server
• Windows Server Administration
Vertis, Inc
Boulder, CO, USA • 06/2004 - 07/2006
Quality Assurance Tester And Junior Software
Developer
Sun Microsystems
Broomfield, CO, USA • 05/1998 - 02/2001
Quality Engineer/Tester
Education
Masters Of Science in
Cybersecurity
Regis University
Denver, CO, USA
08/2024 - 12/2027
Bachelors Of Science In
Computer Science in
Computer Science
Regis University
Denver, CO, USA
GPA: 3.5
05/1997
Minor in Mathematics
Windows Operating Systems : XP, Vista, Windows 7 basic system administration.
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Assist customer's in installing and testing new versions of software products.
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Assist in providing product demonstrations and technical training and document solutions for internal and external use in the knowledge base.
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QuickTest Professional, WinRunner and Quality Center support integration.
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• Manual Software Quality Assurance testing.
Software Quality Assurance with governing test case outlined protocol for given software quality assurance tests.
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Software code changes with changes from the Software development team : Changes made to the Java, JavaScript and HTML existing code.
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Engaged in constant communication about product updates with other support areas
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Performed manual testing scenarios for International software/web based products on own without guidance. Wrote test plans and scripts for Black Box and Regression testing. Developed a testing procedure for software and web-based products.
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Implemented software/web solutions (fixes) for software/web problems found for the Software Development team.
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Worked in Software Quality Assurance area troubleshooting online web content (tested software, submitted bugtraq reports, and implemented fixes) . Used content management library tools for manual testing.
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Created/Implemented test cases for software development area while tracking the changes and updates.
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• Technical Areas :
• Java applets and language
• InstallShield program configuration and creation.
• Solaris 4, 5 and 6 basic user commands
Blue Cross And Blue Shield
Denver, CO, USA • 05/1997 - 05/1998
Computer Operator
Certifications
Information Technology
Infrastructure Library
Java Programming
Sun Microsystems, Inc.
Projects
Hewlett Packard Global
Support Engineer Training •
08/2011 - 05/2012
Hewlett Packard
Trained the Global Support Engineers for Hewlett Packard (New Costa Rican Global Support site teams) (Bi-lingual training)
• Managed print queue of XEROX print room
• Operated XEROX printers, Solaris and IBM computer networks
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