Bryan Biller Email & Phone Number

United States

Carlsbad, California, United States

Carlsbad, California, United States

Review product design documentation to ensure that requirements stated are correct, unambiguous, and verifiable. Consult with product development to evaluate system interfaces, operational requirements, and performance requirements of overall system. Define test methods and create test plans for new or updated software projects to determine if the software will perform accurately and reliably according to documented requirements as well as established standards under both normal and abnormal conditions. Perform manual testing across multiple platforms with high level of detail and quality. Platforms include mobile/tablet, web, mobile web, Torque / Grasp scripting languages and .Net backend technologies. Maintain effective communication with I soproduct managers and developers on project limitation, capability, performance requirement and hardware interface changes.Execute test plans and create test reports to describe program evaluation, testing, and correction. Monitor program performance after implementation to prevent reoccurrence of program operating problems and ensure efficiency of operation. Conduct compatibility tests with vendor-provided programs.• Experience with Agile and Waterfall methodologies.• Knowledge of test methods including black box testing, white box testing, user acceptance testing, load testing, and maintenance regression testing• Experience maintaining test environments, automated testing tools, and other resources in support of SQA process.• Strong knowledge of Microsoft SQL, .NET, web applications, iOS and Android.• Strong analytical, problem-solving, and troubleshooting skills.• Strong organizational and time management skills while working in a rapid software development process.• Ability to work under tight deadlines

Provided on-the-job training and coaching to improve the company's overall technical customer service. Verify procedural problems and resolve those by implementing new or different technical tools or added training. Schedule, coordinate, and assign Technical Representatives to particular duties for which they are well-suited. Work with disgruntled or unsatisfied customers, by stepping in to resolve problems quickly and with cost efficiency. Documented service issues, compile 'tech notes' detailing specific information, maintain 'knowledge bases' of support information. Collected and analyzed call center metrics to guide decisions about performance and support quality.

Assisted team members by providing level 2 support as well as guidance to resolving issues. Respond to emails providing technical support or scheduling a time to contact the customer to work with them over the phone. Completed daily tasks which included review of staff troubleshooting documentation and by monitoring and providing improvement recommendations to management team, service and installation completion review/sign off, review and approval of service requests and part orders, and running connectivity reports and metrics. Supported and maintained network connection for customers to ensure our system had stable and constant connectivity.

Delivered service and support to end-users using and operating automated call distribution phone software, via remote connection or via email. Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services. Gathered customer’s information and determine the issue by evaluating and analyzing the symptoms. Diagnosed and resolved technical hardware and software issues involving video distribution, RF delivery, internet connectivity, verifying proper hardware and software set up, power cycling equipment. and username and password problems. Researched required information using available resources. Follow standard processes and procedures. Identify and escalate priority issues per Client specifications. Accurately process and record call transactions using a computer and designated tracking software (Clientele and NetSuite). Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business in order to prevent retention. Follow up and make scheduled call backs to customers where necessary. Stay current with system information, changes and updates.