Daniel A. Sanchez Email & Phone Number

• Evaluate existing products, new product specifications, design documents, requirement documents and other available information to develop test plans and effective test cases for new products
• Design, implement, maintain, extend and improve existing test cases as required to address test escapes and support features added throughout the product lifecycle
• Extending existing test automation framework to include new test cases and improve test coverage
• Install and configure various operating systems for use in a lab environment
• Maintain software and networking hardware in a lab environment
• Assist Customer Support, Technical Support and the development teams with test configurations to respond to technical escalations, replicate customer reported issues and verify resolutions

Glenview IL

• Internal and external support for the Navman Wireless AVL client software programs and hardware solutions, managing escalations to Global Operations Helpdesk, leading regional regression testing for ongoing updates and.
• Take ownership of escalated Tier 2 customer trouble tickets and work to resolution.
• Produce technical documentation and knowledge base articles to support new and existing internal processes.
• Coordinate with Product Management, Global Operations, and Marketing the technical requirements for new products (hardware, software and integration) releases.
• Manage testing of new AVL software and hardware releases through FVT and UAT into Production, including some travel if necessary.
• Coordinate with Global Operations change management duties, including the creation, execution and validation of production changes including preventive maintenance.

• Support complex high end products including 3 Phase UPS units and network products within the company and remote customer sites
• Educate and train clients on products and services
• Primary product consultant for major million dollar clients with high revenue generating accounts
• Provide customer on-site installations/troubleshooting for domestic U.S clients.
• Drafting/revising of troubleshooting scripts and technical procedure documents
• Partner with service provider field electricians for 3 phases UPS units

• Provided technical support to clients in order to resolve product issues
• Drafted/revised troubleshooting scripts and technical procedure documents
• Installed and troubleshoot products at various customer sites
• Research quality control issues
• Expertise in product sales and services

• Technical support via telephone/email in order to troubleshoot client issues and concerns
• Provided superior client support and customer service skills
• Exhibited consultative selling skills & techniques