PROFILE

• Strong troubleshooting skills
• Programming knowledge with emphasis in PHP & MySQL
• Ability to write support documentation
• Software & hardware QA experience
• Professional customer relations
• Years of customer support
• Extensive knowledge in Word and Excel.

EXPERIENCE

• Developed testing tool for QA of cell phone browsers (CBAT) using PHP & MySQL.
• Management of test cases in proprietary test case and bug tracking system (START).
• Assisted test engineers in test plan development and management for the START system.
• QA of cellular devices: applications, browsers, system selection
• Provisioning of test devices for hardware vendors within lab environment.

• Troubleshooting of Safari system problems with customer's computers and networks.
• Maintaince and configuration Safari QA machines (Linux and Windows).
• Extensive QA of Safari versions and subsequent releases.
• Writing and editing of Safari customer documentation (FAQ/Help) and internal knowledge base.
• Worked with product management team and Safari techs in a QA and technical role.
• On going development and QA of Safari using Test Track Pro.
• Assisted customers using Request Tracker web-based ticketing system.
• Gave customer demos and training, in person and using WebEx meeting tool.
• Training of new customer service reps and Safari technicians.
• Assistance of customers with billing, access, and browser/UI issues.
• Feedback to Safari product management from users resulting in system enhancements.
• Wrote of Perl scripts to assist in QA and group support.
• Safari database reporting using SQL.

• Assisted readers in understanding questions about book content and examples.
• Troubleshooting of code with customers and authors.
• Communications with editors, authors, product managers, and customers.
• Educational presentations to O'Reilly customer service and marketing.
• QA of O'Reilly CD Bookshelves and Palm Pilot Ultimate Guide CD.
• QA and support of O'Reilly's shop cart.
• Tech review of Learning Perl, 3rd Edition.
• Development of online examples website.
• Use of MH (Mail Handler), Unix email interface.
• Creation and modification of Perl statistical tools for MH.

• Website creation & management.
• Creation of document delivery database.
• Book circulation, document delivery, cataloging and collation.
• Database research.
• Departmental computer assistance & training.

KNOWLEDGES/COURSES

• WinXP, WinNT, Mac
• Hardware Troubleshooting
• HTML & Web Page Design
• Linux, UNIX
• MS Word & Excel
• Networking
• PC Support & Integration
• Perl, PHP, C & C++
• Web Site Maintenance
• SQL, MySQL

EDUCATION

MEMBERSHIPS & AFFILIATIONS