Manager of Software Engineering

• Jan 2021 - Present

Quality Assurance Lead

• May 2019 - Jan 2021

Provide personal support, mentoring, professional development and feedback for testersFacilitate inter-team communication across the organizationExecute visions and strategies of the QA department Write and update policies in the organizationIdentify areas to reduce risk in a short release cycleDirect the Manual QA Guild with direction to assist their agile team

Quality Assurance Engineer

• May 2018 - May 2019

Identified, documented and reported bugsWorked with the full C1 suite of productsFacilitated and enhanced testing with Calabrio partners Contributed to cross-functional discussions about features and product functionalityOrganized group tests between Manual and Automated QA and Customer SupportParticipated in process improvement initiatives

Escalation Engineer – Level 2

• May 2017 - May 2018

Supported key and escalated accountsProvided detailed action plan to de-escalate accountsUpdated account health to upper management and execute team on a regular basisAssisted with in-depth technical assistance for all Calabrio products including the full Calabrio Cloud SuitePerformed lab creations of reported issuesTested newly created software in lab to verify reported issues are resolvedProvided proactive support to verify Calabrio products were functioning optimally Show less

Technical Support Engineer

• Apr 2016 - May 2017

Provided support for Calabrio products: QM and WFMAssisted development team for escalated issuesConfigured telephony environments: UCCE/UCCX/AES/CUCMAssisted customers with SQL best practicesCleary documented issues in Salesforce in a timely matter

Technical Support Engineer (Layer 2/3) - Level 2

• Feb 2014 - Feb 2016

Troubleshot layer 2 and 3 issues on Brocade Campus routers and switchesExperience: 801.Q, Spanning Tree, TCP/IP, SSH/Telnet, ACL, QOS, SNMP, DNS, Routing, etc.Implemented network configurations for new customersMonitored health and stability of customer networksWorked with engineering and various teams to achieve quick resolutionDocumented and logged all contacts and actions into database per specified guidelinesUsed a lab to simulate customer environment and issuesTrained new engineers on process and procedure, troubleshooting ideas, and concepts Show less

Technical Support Representative

• Aug 2012 - Feb 2014

Managed incoming customer support engagements (phone, email, web,) by gathering customer and problem information.Proactively monitored and analyzed customer environments remotely. Aided customers with general support questions and troubleshooting.

Compellent Copilot Analyst

• 2010 - 2012

Responsible for providing telephone/email/chat and remote diagnostic technical support of servers, storage, switches, routers, blades and various software applications Applied diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures Assisted team members with both technical and non-technical issues. Provide mentoring for Copilot Engineers who are learning the Dell Compellent SAN product Answered questions about installation, operation, configuration, customization, performance, and usage of assigned products Show less

Enterprise Support Analyst

• 2009 - 2010

Monitored clients’ network data to forecast potential problems and provide proactive solutions Consulted with clients to identify problems, investigate causes, and execute corrective plans Provided phone and email diagnostic technical support for storage area networks (SANs) Monitored clients’ network data to forecast potential problems and provide proactive solutions Consulted with clients to identify problems, investigate causes, and execute corrective plans Provided phone and email diagnostic technical support for storage area networks (SANs)

IT Manager

• 2007 - 2009

Installed and configured new hardware (Hard drives, RAM, PSUS, CPUS, etc.) and softwarePerformed backupsApplied operating system updates, patches, and configuration changesEnsured that the network infrastructure was up and running

Manager

• 2003 - 2009

Trained and mentored new employees: daily operations, inventory systems, customer serviceProcessed web ordersLed and aided in the development and implementation of a new inventory systemInventoried and maintained merchandise through communication w/suppliers Created and maintained floor merchandising