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 releases, and producing technical documentation that support internal processes within the Operations team.• 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.• Manage and represent the region in escalated trouble ticket management, including both bugs and change requests.• Provide on-call support for afterhours escalations.

• 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• Develop testing procedures and facilitate actual product and software testing• Effectively manage projects and high priority deadlines• Responsible for platform training on troubleshooting procedures, new products and effective client service skills• Solid reputation as true business partner and project leader on cross functional projects• Troubleshoot and resolve complex escalated customer concerns• Coach and develop representatives on product support skills and competencies• Manage and coach product support representatives in order to resolve technical issues• Provide training to the support teams in order to educate representative on new products and services• Strategized customer retention efforts and plans• Partnered with sales and marketing teams in order to develop new business• Facilitate hardware and software training and development for new hires and current employees• Work closely with the quality assurance department to report tending product issues• Assist the quality assurance department to implement changes to improve hardware • Report software/firmware bugs to the developers• Test software and firmware prior to official release

• 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