Responsibilities:• Troubleshoot customer’s technical issues (software, internet & network connectivity, SQL errors, printer configuration) on Windows, and MAC OS.• Assist new customers with software installation, database integration, and training.• Respond to customer’s email requests concerning services, billing and technical issues. • Apply security best practices to prevent fraud incidents.• Document issues and resolutions in ticketing system (Salesforce, Oracle-Rightnow).• Maintain expert-level knowledge on the company’s applications, and services.• Perform software testing, and report issues in Jira.• Monitor phone queues.

As a Senior QA Engineer for Nuance, my main responsibilities were to certify the quality of Nuance’s applications and to ensure the data integrity for applications that are deployed on Nuance’s cloud-based platform. Responsibilities:• Lead the QA delivery, and coordinated all functions with QA teams both on & off-site.• Hands on testing mobile device activation, feature and plan provisioning for AT&T and MetroPCS.• Hands-on testing mobile customer care apps for MetroPCS, AT&T, USAA, CVS, Geico, GarantiBank, and others on Android and iOS mobile devices. • Hands-on testing IVRs (Interactive voice recognition) applications for MetroPCS, AT&T, USAirways, FedEx, PayPal, E*trade, and others.• Tested the speech functionality of the OnStar navigation-GPS system, and validated the integrity of the POI (point-of-interest) information.• Supported change management, and schedule test for production deployments.• Responsible for the testing and linguistic verification of mobile, speech applications and consumer websites in Spanish.• Provided data analyst support to the Business Analyst team by certifying the quality and the integrity of data for mobile, speech, IVR, and web-based applications which are hosted on Nuance’s platform.• Ensured the integrity of data which is loaded into a data warehouse and use for different report purposes. Hands-on querying, analyzing, and investigating data trends anomalies, and tracking application performance through its life cycle. • Tested various types of reports such as billing reports, telephony reports, applications performance reports, and others.• Supported the PCI and SOX compliance efforts with testing, and by enforcing internal security and sox control processes.

I started at Etak (acquired by Tele Atlas) as a cartographer. In the years to follow I worked as a map data collector, QC, test engineer, technical lead, technical support coordinator. As a member of the Map Engineer team my primary responsibilities included providing technical support to North America offices, testing map applications, and GPS equipment. Worked closely with map software Engineers on various research and development projects. • Provided technical support to approximately 100 on-site cartographers and 500 off-site field data collectors across North America.• Responsible for troubleshooting technical issues for map applications, tools, GPS equipment, data issues, and technical requirements.• Hands-on testing map applications, and GPS equipment that were developed for the collection, editing of spatial map databases. • Performed data analysis on the Census Bureau Tiger data to evaluate geographic changes, street, and address information updates.• Responsible for running the automated (conflation) process to import new topology, street names, addresses, and geographic information from Tiger data to update Tele Atlas data, and for running data check and POI quality tools.• Tested tools for the Map Software Engineer team and provided feedback.