RESUME
Career objective:
To be a part of a fast paced environment that will allow me to utilize my knowledge and experience for professional and personal growth.
Expertise:
- Over 8 years of experience in software development, web development, QA and technical support
- Modeling, designing, developing, testing, automating, implementing, administering and supporting The Customer Support Department and Database with knowledgebase and web interface
- Skilled troubleshooter who cuts to the root of a problem
- Effective liaison between technical and non-technical people
- Proven leader with demonstrated abilities in training, mentoring and management
- Professional and effective work record in all areas of responsibilities.
- Committed team player with strong interpersonal, written and verbal communication skills
- Highly motivated, organized and result oriented.
Work Experience:
Management:
Hiring, training and mentoring new customer support team members on the products of the company. Keeping a smooth flow and an open line of communication between Product Support, Quality Assurance and Engineering. Working with QA and Engineering on bug fixes and delivering fixes to the customers in the form of patches or updated releases. Organizing and participating in pro-active e-mail of new features of the product, upcoming releases and know issues that are sent to existing and potential customers. Providing weekly training sessions to team members, which include: Product troubleshooting, Oracle, NT and SQL interface to the products. Working with upper management on Service Level Agreements, Staff Development and Retention, Avoiding Burnout, and Understanding Statistics. Working under budget and finding method to cut overhead expense of the department. Focusing on live customer issues and working with Engineering in achieving successful results.
Administrator/Developer:
Modeling, designing, developing, testing, automating, implementing, administering, supporting and documenting the Customer Support Department and Databases with knowledgebase and web interface to support internal and external customers in a 7 x 24 low maintenance, high volume environment. Worked with two life cycles of the same product. Created tables, stored procedures, indexes and triggers. Managed projects from development through testing, production rollout, monitoring, performance tuning, backing and restoring the database. Built web pages for customers using java scrip and flash 5/6 and worked with ftp to move the files and set up downloads for the product. Created web interface for support and bug tracking.
Technical Support:
Provided comprehensive support to 2900 concurrent users at each level of multi-tier support organization for consumer and enterprise software. Troubleshooting issues face-to-face, by telephone and via e-mail. Analyze and isolate customer's Issues in production environment and provide solution. Participated in weekly meetings with QA and Engineering on Bug tracking and fixes. Resolved minor product related issues to major connectivity issues to the network and databases. Also provided Local Area Network (LAN) support to customer with issues related to their hardware such as Desktop or Laptop. Built computers from parts. Installed, configured and trouble shot Network, Hardware, Database and Software related issues. Provided live support to customers, merchants and end users. Track record efficiency of 97% resolution on fist encounter with product/computer related issue.
Quality Assurance:
Working hand in hand with Engineering in providing solutions to the product defects. QA testing of Product across all Windows and UNIX platforms. Outlining the complete QA process and collaborating with engineering to determine most appropriate solution to product issues. Sent out proactive e-mails and memos to all parties involved in the QA process. Conducted tests for regression and compatibility tests with firewall, anti-virus, and proxy server software. Logged bugs in the bug tracking system and sent reports on a weekly basis of the open and closed issues with the product to engineering and support after verifying the issue as resolved.
Computer Experience:
Hardware:
Assembly, installation, troubleshooting, maintenance of computer components.
Operating Systems:
Win 3.1/95/98/ME/XP, NT3.51/NT4/2000/XP Sever/Professional, and Unix - Sun Solaris7/8.
Software Microsoft:
NT3.51/4.0/ME/2000/XP Administration, Small Business Server 2000/2003, Visual Basic 6, Outlook, SQL Server 6.5/7.0/2000, Project, FrontPage, Access, Word, Excel, Power Point, Act, DOS, Lotus Notes, People Tools, Erwin, Vantive 7 Tools, Vantive 7 Forms Designer, Vantive Help Desk, Crystal Reports, HTML, ASP, NetObject – Fusion, Java Script, ftp, Gupta SQL, Oracle 7.s/8.x, ghost, Developer 2000, SQL\PL-SQL, TSQL Programming, Infopump E-mail, Reflections X 7.2.
Capabilities:
Application Development, Quality Testing, Implementation, Troubleshooting, Backup, Maintenance and Fine Tuning.
Databases:
ORACLE 7.x, MS-SQL Server 6.x and 7.x Administration, Vantive 7.x, MS-Access. Working knowledge of Relational Databases such as Informix, DB2, Sybase and mySQL.
Education:
McNeese State University – Bachelor of Science, Electrical Engineering, May 1991
CoreSoft Technology Inc. – Santa Clara, California
- Database Administration for Oracle
- RDBMS, Oracle 7 DB Design & Modeling
- SQL, PL/SQL.
- Developer/2000
- Microsoft Visual Basic 5.0
Vantive Corporation Inc. – Santa Clara, California
- Vantive 7 Object Studio - System Administration.
- Vantive 7 Advanced Object Studio.
Microsoft Training Center – Pleasanton, California
- Core Technologies for NT 4.0 Servers and Workstation.
- System Administrator for MS-SQL Server 6.5.
Employment History:
09/2002 – Present Customer Support Manager/QA Strategic Connections, Reno, NV
09/2001 – 03/2002 QA, Support Specialist SurfMonkey, Inc., Campbell, CA
07/2000 – 04/2001 Customer Support Manager/QA Callixa, Inc., San Francisco, CA
07/1999 – 07/2000 Senior Technical Support Specialist Vignette, Inc., San Ramon, CA
10/1996 – 07/1999 Developer/Administrator/QA/Support PeopleSoft, Inc., Pleasanton, CA
11/1993 – 10/1996 Customer Service/Account Executive Crosscheck, Inc., Rohnert Park, CA
03/1991 – 11/1993 District Distributor/Manager Tri-Star, Inc, Santa Rosa, CA
03/1989 – 06/2002 Computer Consultant and Analyst Technical Computing, Fremont, CA
Hobbies:
Flying, traveling, reading, computers
Currently Looking
Quetions or Comments:
mghazali@ee-corp.com