David E. Bowles Email & Phone Number

Durham, Nc

Review knowledge base articles through Knova. Co-admimistrator for internal Sharepoint site. Support a Workforce scheduling application for the medical industry. Support a Workforce scheduling application for the medical industry. Reproduce and trouble-shoot client problems to be fixed by engineering team. Create and execute SQL statements when needed. Create tickets in internal CRM application for client questions and issues. Prepare and prioritize open issues. Escalate high priority issues to Product Advisor or Manager when necessary. Work closely with clients and co-workers to resolve open issues.

Waltham, Ma

Support a flexible spending account application for the health insurance industry. Reproduce and trouble-shoot client problems to be fixed by engineering team. Create and execute SQL statements when needed. Create tickets in internal CRM application for client questions and issues. Prepare and prioritize open issues. Escalate high priority issues to the Team leader when necessary. Work closely with clients and co-workers to resolve open issues. Software is web-based, written in JAVA.

Boston, Ma

Support a PACS radiology imaging archival application for the medical industry. Reproduce and trouble-shoot client problems to be fixed by engineering team. Create and execute SQL statements when needed. Fix database issues when appropriate. Create tickets in internal CRM application for client questions and issues. Prepare and prioritize open issues. Escalate high priority issues to the Team leader when necessary. Work closely with clients and co-workers to resolve open issues. Software is web-based, written in JAVA.

Burlington, Ma

Performed functional and regression testing against the RMS (Retail Management System) application while adhering to current technical and functional specifications. Created test cases for bug fixes and enhancements. Created and executed SQL statements when needed. Attended and contributed to requirements, solution, functional and test case review meetings. Assisted other engineers with business process flows. Assigned to a group of three SQA engineers, tasked with testing a new JAVA based version of RMS developed in-house.

Burlington, Ma

Oversaw staff of 4 Tier II Support Specialists to help provide complete customer satisfaction. Primary escalation point for all Support issues. Assisted Tier II Specialists in resolving application issues. Trained new Specialists. Monitored Remedy (CRM application) tickets to make sure questions and issues are being resolved in a timely manner. Evaluated all software problem reports submitted by Tech Support team before assigning to Development. Oversaw SQL updates to customer databases. Served as the resident user acceptance testing resource for implementations and upgrades. Developed and implemented a user acceptance testing process plan for implementations and upgrades. Helped RMS QA test releases when staffing levels were not met. Resume responsibilities of the support manager when needed.

Burlington, Ma

Supported the RMS application for the wireless communications industry. Trouble-shooting and replication of client problems to be fixed. Client problems included application, database, cash drawer and receipt printer issues. Created Remedy tickets for client questions and issues. Create software problem reports for identified bugs/issues. Created SQL reports for clients as needed. Created and executed SQL statements as needed. Prepared and prioritized open issues. Escalated high priority issues to the RMS Application/POS Specialist Tier III when necessary. Worked closely with clients and co-workers to resolve open issues and propose solutions. Software is written in PowerBuilder and Oracle using a client/server architecture.

Newton, Ma

Supported an enterprise resource planning (ERP) software application for process manufacturers. Modules included Production, Inventory, Customer Order Management, Planning, Resource Accounting, Costing and Financials. Troubleshoot and duplicate client problems to be fixed. Prioritize open issues. Work closely with clients, co-workers and upper management to resolve open issues. Software is written in C++, using a client/server architecture.

Marlborough, Ma

Managed a team of 4 Support Specialists responsible for providing clients with 24/7 application and technical support, and quality assurance testing. Primary escalation point for all support and QA issues. Monitored calls to make sure questions and issues were being resolved in a timely manner. Assigned documented problems to development. Assisted specialists in resolving application and system issues. Trained specialists in all facets of the application and support department. Presented timely updates on open issues to Account Management and clients. Worked closely with development team to resolve Support and QA issues.

Marlborough, Ma

Supported a Point-of-sale package for the wireless communications industry. Includes Accounts Receivable, Inventory Control, Order Entry and Point of Sale. Trouble-shooting and replication of client problems to be fixed. Client problems included application, database, cash drawer and receipt printer issues. Prepared and prioritized open issues. Worked closely with clients, co-workers and upper management to resolve open issues. Resident IQ expert for the company. Created and maintained a report writer database using Intelligent Query. Updated file descriptions and created links between files. Created custom reports upon request. Test enhancements and bug fixes before releasing. Wrote release notes and test scripts. Prepared and prioritized software changes. Worked closely with clients, co-workers and upper management to deliver software changes. Software was written in Cobol using VMS and UNIX platforms.