Summary

A highly motivated, detail Oriented & technically competent professional with multiple years of experience in Software Support, Quality Assurance and Management. Most recently I've worked in vital technical roles in the Petroleum industry. Prior to that I worked multiple years troubleshooting Comcast's Cable Network as IT support where I had to resolve some issues while sometimes making pressure judgement calls that at time's could effect up to 10,000 customers at any given moment troubleshooting services from a simple personal router all the way down to fiber cuts and hub related issues. Over the years I've displayed a wide range of skills in technical project management, team leadership, critical thinking, troubleshooting, problem analysis, and ability to find quick and effective resolutions in high pressure situations. A true asset to be had by any organization. 

Work History

Work History
Sep 2015 - Present

Sr. Product Engineer

Worldpay 

Subject Matter Expert and technical expert on Worldpay payment products for internal customers and outside vendors. Provides input for cross training documentation by product and network and acts as the primary certification tester for enhancements to products and platforms.

Assist sales support to resolve escalated product issues from sales channels and work with vendors during the development cycle and certification process.

Served as a Subject Matter Expert for Small Business POS Terminals.
• Acted as third level escalation for the credit card terminal helpdesk, terminal deployment center and account managers when issues could not be resolved in a timely manner.
• Established relationships with internal and external clients as a means to resolve any issues and escalations in the most efficient manner possible.
• Responsible for creating new technical documentation. Ensured dated technical documentation remains complete, accurate and up-to-date by submitting requests and updates to appropriate departments.
• Built, updated and verified merchant profiles for internal and external clients.
• Provided assistance to Corporate Education with training.

- Develop and execute test cases and test scripts
- Perform quality assurance testing and work to report and resolve defects with software engineers
- Serve as escalation point for National Client Relations Group and Help Desk Tier I & II representatives
- Develop and design support documentation use for training the sales team and support staff

Aug 2012 - Sep 2015

Quality Analyst

NCR Corporation

This role required me to Develop, execute, track and result reporting of manual test case scripts for assigned point-of-sale (POS) projects/features in Petroleum and Convenience Retail (PCR) industry.

•Review use case documentation, participate in the test installation cycle and provide input into work plans for assigned projects.

•Determine the time estimates and work plan necessary to achieve the goals for the entire test effort for assigned projects/features.

•Setup required test environments including Windows PC, POS terminals, printers, fuel pumps/controllers, pin-pads, networking (LAN, WAN, connections to credit networks)

•Continually attend cross function meeting with development, product and project management departments for product strategy, health and roadmap

•Responsible for providing input to clients and project management on the requirements analysis while determining the impact of each requirement on the overall software solution

•Responsible for creating and implementing QA processes, procedures, and best practices

•Responsible for traveling to client sites for training external clients on software architecture and best practices within the solution for both deployment and field support purposes

Aug 2010 - Jul 2012

XOC Network Surveillance Tech

Comcast Corporation

• Analyze system-monitoring tools and run reports to identify true alarms/alerts, outages and potential issues on the HFC Plant to the Head End.

• Notify the correct personnel (Maintenance, Hub, Head End, Transport, Engineering, Addressability, Network Power and/or XOC Tier III) to remediate any issue.

• Correlate system tickets appropriately to avoid unnecessary trouble calls.

• Monitor Network Detected tickets to alert fix agents of progress, to keep them abreast of duration so that Service Level Agreement (SLA) is met and update systems notifications appropriately.

• Support the Maintenance Field Technicians with any tasks necessary to help meet Market Health, Plant Integrity and Outage resolution goals.

Jul 2008 - Aug 2010

IP Tech Support Specialist

Comcast

Served as team lead and presented self prepared documents and training instructions for supervisors. Analyzed and interpreted technical specifications prepared by Help Desk, Quality Assurance and Product Management. Verify clarity, entirety, suitability and quality of training documentations provided to team. Had to troubleshoot technical difficulties and equipment problems with customers in order to enable them to effectively use cable & internet services. Assisted upper management & Help desk with escalated technical issues and correction of work/service orders.

Jan 2008 - Jul 2008

Customer Service Representative

Verizon Wireless

I handled a high volume of inbound customer calls and was responsible for providing high quality customerservice on calls. Conducted Tier 1 trouble shooting when customers required device assistance. Provided customerservicetransactions, including but not limited to; equipment troubleshooting, call handling, billing, service and equipment inquiries and all other customer transactions. Handled customer escalations and provided floor support for other reps. Page2

Jun 2003 - Sep 2006

Assistant Store Manager

Krispy Kreme

Worked with the General Manager to achieve business plan objectives and profitability as set forth in the store operating plan and in the established financial goals Learned and implemented procedures to maximize efficiencies and control variances in daily production of product and overall store performance Coordinated production schedules to meet customer demands and minimize labor hours Inspect, troubleshoot, and assess any production or equipment problems Build a team of customer-focused employees through coaching and measurement Certifications Microsoft Academic Course Instituted at Saginaw Valley University Skills & Expertise Test Cases

Education

Education
2004 - 2004

Business Management

Saginaw Valley State University


2002 - 2002

Baker College of Flint