Customer Service Representative

Esperanza Deulkar

971-***-**** ***********@*****.***

Profile: Highly motivated computer professional with over 10 years of experience

Technical Expertise: Microsoft Project, Mercury Quality Center, Windows NT/Server 2003/XP, Novell Netware, AS-400, MS SQL Server, MS Access, MS Office (Excel, Word, PowerPoint), Oracle, Lotus Notes, Visual Basic, ASP, Crystal Reports, Network protocols and topologies (TCP/IP,IPX, Netbios), ATM network, PVCS Tracker, Sharepoint, Trados, SDL,

Skills: Quality Assurance, Bug Tracking, Revision Control, Server support, Database Administration, End-user support and technical training, Data-entry, Hardware maintenance, Software installation and configuration, Testing, Inventory Control, Programming, Software/Hardware troubleshooting,

Linguistic Skills: Native Spanish speaker. Proficient in English communication.

Experience:

2011- 2011 Software QA tester Completed project @Microsoft Bellevue, WA

2005-Current PTI Global Inc. @Intel Corp Hillsboro, OR

Software tester QA (Spanish) and QA Lead

• Accurate internal application test planning, execution, issue tracking, issue resolution and communication of related status

• Responsible for effectively communicating and tracking issues discovered during testing and working directly with application developers towards issue resolutions

• Responsible for efficiently communication test status, risks, mitigations and assessments to co-workers and management

• Ability to become and application expert, independently testing software applications and supporting internal/external customers in a professional manner

• Responsible for thoroughly researching issues prior to escalating to management for assistance

• Work with other members of the department to understand user issues and develop solutions both as bug fixes and enhancements

2004-2005 Stream International Beaverton, OR

Bilingual Customer Service Representative

• Provided telephone and email support for HP calculators

• Troubleshot and resolved customer issues on Business, Scientific, and Graphing calculator functions

• Walked customers through online electronic resources

2003-2004 Live Bridge Portland, Or

Bilingual Customer Service Representative

• Switched mobile numbers from other carriers

• Provided telephone support for Verizon wireless

2001-2002 CableMas Cd. Juarez, Chih, Mexico

Systems Support Engineer

• Managed and maintained AS-400 application system

• Supported office hardware and desktop management tools and utilities (40 workstations)

• Software installation and configuration.

• Managed Customer Cable Channels enabling/disabling and testing system.

• Built queries to pull out Customer usage, billing, etc. information

1998-2000 Haromex Leviton Cd. Juarez, Chih, Mexico

Systems Administrator

• Administered Novell Netware, Windows NT and MS SQL Server

• Provided training to employees ranging from common desktop applications like MS Office and Outlook to Oracle.

• Project 2000. Upgrade hardware and software

• Crystal reports/MS Access Development.

• Managed Software Inventory, Faced Software Copyright/Piracy audits

• Was in charge of database backup and restore procedures

• Created a Visual Basic application to manage Employee Payroll, HR and Benefits information.

• Used Oracle Database for updating and retrieving Vendor Materials Inventory.

• Designed and installed Phone and PBX system for office, managed employee phone usage/billing database.

1996-1998 United Technologies of Automotive(UTA) Cd. Juarez, Chih, Mexico

Systems Administrator

• Administered Novell Netware and AS-400 Employee Database Systems

• Assembled and upgrade PC systems

• End-User network and email system support.

• Developed and implemented standards for optimum management of distributed desktop environment

• Managed Software Inventory, Faced Software Copyright/Piracy audits

• Designed and installed Phone and PBX system for office

• Designed and maintained an Employee Training tracking system in MS Access.

1995 Cementos Mexicanos Torreon, Coah, Mexico

• Developed a system for measuring the daily down time of manufacturing equipment using FoxPro

• Generated daily reports by querying an AS-400 system

• Installed, Configured and Supported software applications in client server and PC environment.

• Trained computer novices with common desktop applications like MS Office.

• Managed Lotus Notes Email system.

Education: Instituto Tecnologico de la Laguna, Torreon, Coah, Mexico

Bachelor’s Degree in Programming and Computer Systems Engineering, 1990 - 1994 Thesis :

Local Area Network (LAN) Administration

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