Quality Assurance Support Engineer

Edward Kinealy

Denver, Co • +1-720-***-**** • ******.*******@*****.***

Software Support Engineer

Enterprise Software Support Engineering skilled with providing customer resolution via virtual troubleshooting meetings. Anticipating completing Master of Science in Software Engineering, anticipated Year December, 2015. Extensive Quality Assurance services for Fortune 500 companies such as Hewlett Packard, Sun Micro Systems and Vertis, Inc. WORK EXPERIENCE

Hewlett Packard • 05/2011 - 11/2013

Software Quality Support

• Software Quality Support providing incident solution. Software Support Engineer

• Providing technical support to customer's by creative problem solving of technical issues and providing detailed instruction.

• Communicating with customer's and troubleshooting issues to determine the cause; deliver new solutions or workarounds.

• Hewlett Packard Quality Center .NET Framework utilizing Visual Basic programming

• 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

• Microsoft SQL server 2005 and Microsoft SQL server 2008 and studio : Browsing and simple beginner commands.

• 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.

• Providing product demonstrations and technical training and documentation for Hewlett Packard Software Support Knowledge Management articles. Nrce • 09/2009 - 05/2011

Response Center Engineer

• Advocate and single point of contact for all proactive & reactive support issues.

• Personally working on customer's issues as a technical expert for the Premier Total supported products.

• Accountable for all incidents (cases) placed within HP Software Global Support Delivery for the Premier Total supported products.

• Documenting in-depth understanding & guiding the improvement of the HP Software environment.

• Establish regular reviews to provide reporting & timely updates on incidents :

• Open/closed incident review (including escalations)

• Defect & enhancement request status

• Delivering all of the proactive deliverables associated with the Premier Total supported products.

• Specialist position for veteran technical support personnel Global Or Regional Support Center • 07/2006 - 09/2009 Software Support Engineer : Quick Test Professional And Win Runner

• Providing Technical Support to customer's by solving technical issues and providing instruction and creative problem solving on product use.

• Communicate with customer's and troubleshoot issues to determine the cause, and deliver new solutions or workarounds.

• 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.

• Windows Operating Systems : XP, Vista, Windows 7 basic system administration.

• Assist customer's in installing and testing new versions of software products.

• Assist in providing product demonstrations and technical training and document solutions for internal and external use in the knowledge base.

• QuickTest Professional, WinRunner and Quality Center support integration. Vertis, Inc • Boulder, CO, USA • 06/2004 - 07/2006 Quality Assurance Tester And Junior Software Developer

• Manual Software Quality Assurance testing.

• Software Quality Assurance with governing test case outlined protocol for given software quality assurance tests.

• Software code changes with changes from the Software development team : Changes made to the Java, JavaScript and HTML existing code. Sun Microsystems • Broomfield, CO, USA • 05/1998 - 02/2001 Quality Engineer/Tester

• Engaged in constant communication about product updates with other support areas

• 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.

• Implemented software/web solutions (fixes) for software/web problems found for the Software Development team.

• 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.

• Created/Implemented test cases for software development area while tracking the changes and updates.

• 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

• Managed print queue of XEROX print room

• Operated XEROX printers, Solaris and IBM computer networks EDUCATION

Masters Of Science In Cybersecurity in Cybersecurity Regis University • Denver, CO, USA • 01/2024

Bachelors Of Science In Computer Science

Regis University • Denver, CO, USA • 05/1997

CERTIFICATIONS

Information Technology Infrastructure Library

SKILLS

Anticipation, Apache HTTP Server, ASP.NET, Assembly Language, Communication, Computer Graphics, Computer Hardware, Computer Network, Computer Operations Management, Computer Program, Constant Communication, Content Management, Creative Problem Solving, Customer Communication Management, 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, 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

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