Orem, Utah 84797
Career Summary: Manual/Software Tester
Seven years’ experience as a software tester; sixteen years’ as a technical support and customer service representative, and two years’ as an executive admin assistant to an IT executive. Praised and rewarded for excellent customer relation skills and found legacy bugs. Twice I won employee of the month and once nominated for employee of the year at companies. I’m valued by coworkers and management as a supportive, hard-working and dependable team player. I’ve been praised for being pleasant and professional to work with.
Former Certified NetWare Engineer (CNE) and Microsoft Certified Support Engineer (MCSE).
Testing Software: QTest, Control Center, QrEdit, Excel
Software Tester & Bug Database Manager, Reed Elsevier/LexisNexis, Orem, Utah 2006-2013
Job Duties: Confirmed accuracy of insurance quotes for various companies for input into LexisNexis database. Managed bug reports by identifying categories for the bugs. This information was then placed into reports for management.
Accomplishments: Worked overtime for rush projects as needed. I volunteered to take team minutes, which kept people better informed on projects. Provided content and clarification for the Twiki knowledge database. Programmers praised me for catching legacy bugs.
Customer Support and Researcher, Auto Net TV, American Fork, Utah 2004-2006
Job Duties: Performed market research to gather contact information nationwide for auto service shops that were potential clients. Once clients came onboard, I provided quality assessment by interviewing and surveying current clients. If clients reported issues, I would research the issue with our TV producers and relay the resolution back to clients.
Accomplishments: Received a one-time bonus in recognition of the quality of my work.
Universal Agent for the United States Postal Services, Convergys, Orem, Utah 2003-2004
Job Duties: Took calls on behalf of the Post Office to address customer concerns.
Executive Administrative Assistant for Vice President of Information Technologies, Caldera International, Lindon, Utah 1999-2002
Job Duties: Provided administrative support to IT vice president and performed additional technical support functions.
Administrative Assistant Duties:
- Data entry, mail, filing, equipment inventory, correspondence
- Took meeting minutes
- Set up company access badges
- Software and Hardware Inventory, Licensing
- Scheduled appointments for VP and managers of department
- Managed and processed purchase orders
- Follow-up on assigned tasks by other personnel of the department
- Receptionist duties for a year
- Made travel arrangements for members of the IT department
Technical Support Duties
- First-level helpdesk support such as printing and internet access issues
- Equipment and software librarian
- Creator of technical support database
- Delivered and set up equipment for coworkers
Accomplishments: Maintained positive working relationships between IT and other departments. Known as a persistent professional who would get things done and make sure coworkers had what they needed to do their jobs. Was first runner-up for Employee of the Year.
Technical Support Engineer, Intel Corp., American Fork, Utah 1991-1999
- Product specialist for LANSchool®
- Resource for outdated Intel products.
- Trainer for legacy products.
- Support engineer for Intel LANDesk® family of products
- Usability testing for documentation for many Intel products.
Accomplishments: As a result of my support skills, Intel gained a $37K sale. Praised for my excellent rapport and communication skills. Received a constant 95%+ average for quality support via Intel survey. Received a bonus for reviewing product documentation for technical accuracy and usability.
Utah Valley Community College, Computer Information Systems Associates Degree, 1990
Project Linus; Mountainland Headstart, Center for Women and Children in Crisis, The Food and Care Coalition, Teaching Reading to children, CERT trained, Story Telling, Patriot camp, Kids on the Move and Toastmasters member.