Barbara S. Email & Phone Number

Round Rock, Tx, Us

Austin, Texas, United States

Austin, Texas Area

Austin, Tx

Provided exceptional technical support and QA for a Java-based server/client web application, Collaborator. Responsibilities included:o Assisting customers to resolve technical issues via email, phone and screen-sharing sessions.o Troubleshooting/duplicating customer issues, analyzing debug logs, escalating bugs and enhancements as required.o Documenting and tracking progress of customer issues in various ticketing systems (Fogbugz, Salesforce, Jira).o Contributing to the knowledge base, FAQ and online forum to continually improve community support resources.o Adhering to agile development model with Support/QA/Dev relying on kanban board, daily bug triage, scrum and standups to identify, prioritize and respond to critical issues.o Manually verifying bug fixes and functionally testing new features. Smoke testing client/server installs and UI in multi-platform, multi-database and cross-browser environments. o Writing test plans and thoroughly documenting test case procedures and results.

Round Rock, Tx

Provided top-level administrative and IT support, utilizing strong knowledge and problem-solving skills of applications and system software. Responsibilities included:o Webmaster and team lead for site-wide web content… Providing sysadmin support as team lead of contact database, scheduling system and CMS... Producing graphic publications for print, electronic, web, social media distribution… IT support liaison for internal staff, escalating issues to IT consultant as needed.

Denver, Co

Primary contributor to National Customer Support group, providing technical support for an Oracle-based Production Management System (CENTRA 2000) on NT and Unix. Duties included:o Troubleshooting and resolving customer problems/bugs, primarily related to NT/Unix Oracle server configuration issues. Also included C, VB, OLE and web-based applications which directly interface with the Oracle database... Providing input on technical documentation and support strategies related to the product... Communicating as liaison between customer, R&D, IT and Management regarding critical customer issues.

Federal Way, Wa

Integral part of the technical support team, providing support for a Unix-based NOS file and print server, integrating the LanManager (NetBIOS-TCP/IP), Novell (IPX) and MAC (Appletalk) environments. Duties included:o Duplicating complex customer server/client configurations to troubleshoot and resolve networking issues... Providing input on technical documentation, support, sales and testing strategies.

Bellevue, Wa

Member of Microsoft Corporate Network Support unit, providing 7x24 hour technical support for NT Advanced Server, LanManager and Windows for Workgroups among all MS-supported multi-platform, multi-protocol LAN/WAN environments within the industry. Duties included:o Duplicating complex customer hardware/software configurations to troubleshoot and resolve issues... Performing low-level debugging using Sniffers and other network analyzers such as MS Bloodhound... Interfacing with counterparts in server-based product support groups such as SQL-Server and MS-Mail... Contributing to corporate support’s knowledgebase... Beta-testing NT and all other products related to the unit... Reporting to unit manager as interim team manager... Overseeing our team’s productivity goals, assisting to streamline team administrative functions and automate all productivity statistics unit-wide.

Denver, Co

Key member of National Support Team, providing technical support for an X-Windows-based CAD graphics package (Series 5000), running on the SunOS, HP-UX, Ultrix, Aegis and AIX platforms. Duties included:o Troubleshooting and resolving customer issues/bugs, including C and FORTRAN programming tools which directly interface with the CAD drawings... Providing input on technical documentation and support strategies related to the product... Liason with R&D, IT and management regarding critical customer issues.

Louisville, Co

Responsible for providing technical support for a GKS-based scientific graphics package (GRAFkit) running on the SunOS, VMS, Ultrix, AIX and DOS platforms. Tasks included:o Troubleshooting and resolving all customer support issues... Developing and implementing a customer call database and statistical reporting system using GRAFkit... Improving the existing product by fixing bugs and developing new software tools and device drivers... Performing interim system administration for workstation network.

San Rafael, Ca

Responsible for software testing of all image processing packages associated with the Pixar Image Computer running in a VMS environment. Managed the Customer Support Group for this start-up company, preparing for the support of a series of new Mac and PC-based 3-D graphics rendering software packages. Specific tasks included:o Thoroughly testing all software products and user interfaces... Reporting all bugs/enhancements to engineering and tracking them through the resolution phase... Overseeing the revision of all technical documentation pertaining to each software package.o Developing and implementing an immediate customer support plan for existing rendering products... Designing a customer support strategy for future rendering application packages... Providing technical support for product line.

Bethpage, Ny

Designed and implemented graphics and image analysis tools for an image processing system and graphics workstation... Assisted IT of VAX Cluster, Pixar and Vicom Image Processing System, PC and Mac network.