Eric Raketic Email & Phone Number

Winter Garden, FL, US

Orlando, Florida, United States

Orlando, Florida Area

• As a Senior QA Analyst, I am constantly involved in the planning and implementation of projects that affect the entirety of the Orlando Utilities Commission. These projects are coordinated through our Major Projects.
• IVR Replacement CE Project – Phase 1
• PrePaid Project (IVR) – Phase 1
• Authentication Redesign (IVR)
• Report a Problem Relocation (IVR)
• Various Change Requests, Tuning, Callback, and Playback Changes (IVR)

Oak Brook, Illinois

• Software Quality Assurance Engineer, employing over 11 years of Product knowledge gained as a Senior Level 3 Customer Service Engineer, to perform Customer Centric Testing for a Leading Call Center Solution.
• Demonstrated ability to quickly understand complex interrelated software applications and their corresponding hardware components. This is demonstrated by successfully Creating Test Plans, and building new Server and.
• Frequently sought after for advice and answers, participating in Development Scrum meetings for new projects that are coming into QA, and creating Test Plans for Development to use before a product is dropped to QA for.
• Manage, Train and Mentor Junior-level QA personnel by providing in depth knowledge transfers and assisting with day-to-day tasks and testing schedules.
• Day-to-day packaging and releasing of Emergency/Diagnostic software patches.
• Packaging and releasing Monthly Software Update packages.

Oak Brook, Illinois

* Platforms include Windows 95 and everything in between and up through Windows 7 and Windows 2008 R2 Server.* Software used includes MSOffice Suite, Cisco VPN, Remote Desktop, PCAnywhere, Webex, and more.* Customer Support Escalation Point, assisting L1 and L2 Support Engineers with Customer Issues.* Average Load of Escalated Tickets under my ownership is.

Palatine, Illinois

Provided Front Line Customer Support to Customers with Workstation/Application and MSSQL Database Problems via the Phone and PCAnywhere. Platforms included Windows 3.x, 95, 98, NT Workstation and Server and SQL v6.* Performed Hardware Testing and assisted other Departments with Compatibility Testing between Product Lines.* Coordinated Hardware Replacements.

Wooddale, Illinois

Traveled Nationwide to Install Bindery Line Controllers and Industrial Ink Jet Printers while maintaining contact with Customer Management and Personnel. Amount of Travel was 90%.* Coordinated Installation tasks with Outside Vendors for 3rd party Equipment based on customer driven schedules.* Trained Customers Operators on usage of new equipment.* Assisted.

Bachelor’S Degree, Technical Management, A (4.00 Average)

Completed my Bachelors program sustaining a 4.0 average for all classes necessary to obtain my degree. Classes consisted of two business.

Associates Degree, Electronics Technology

We studied a vary wide range of materials, starting with how vacuum tubes worked all the way to ladder logic and satellite communications..

Telecommunications

Classwork was focused on the principals of Telephony, including how the PSTN is setup, the role of a central office, and the use of PBX's.

Cisco Cucm 4.1

This was a focused Cisco IP PBX class that focused primarily on the setup and configuration of a Cisco PBX in an office environment.