Muhammad Qureshi Email & Phone Number

Chicago, Il, Us

Itasca, Illinois, United States

Identifies and documents software faults and interacts with the development team to isolate and resolve testing issues. • Defines, establishes, implements and maintains quality assurance methodology and process deliverables for successful customer launches.• Detects opportunities and recommends solutions for improving service efficiency and effectiveness; participates in IT initiatives to address service issues to avoid any bottlenecks.• Assists in technical and process change management for swift resolutions.• Attends and actively participates in project workshops and meetings to make sure all requirements are fully captured from a QA perspective.• Defines and measures the metrics used to manage, internal, or contracted test resources. Provides feedback and reviews to deliver incremental improvement in resulting metrics.• Develops test plans from functional and business specifications to make sure the product meets all requirements.• Schedules, test, and reports the results of manual testing to validates and document product functionality across releases (e.g. perform regression testing) to verify.• Performs static and dynamic load analysis and determines compliance with test plans and procedures.• Develops testing documentation and report on test process and results. Also validates problem resolution fixes from the software development team.• Performs load, stress, performance and reliability testing for Customers like GoPro, Nextel, Canon, Amazon, BMR, Pandora, Dyson, Targus, Sonos, Avaya, and Apple.

Addison, Il

Provided diagnostic support to System and Network Engineering teams and the Service desk in supporting the plants as it relates to; Desktops, WAN, LAN, and Servers.• Performed work and implemented standards as established by the System and Network Engineering Teams in regard to planning and supporting the plants in the areas of Desktop, WAN, LAN, Servers, and Disaster Recovery.• Captured site-specific network, server, and end device documentation. Created/updated work instructions for new tasks or as the steps for existing tasks were modified. I also ensured all documentation was stored in the location identified by the TSS Team Lead.• Participated in global support on-call rotation to support the various geographic Syncreon plants and locations. • Actively participated, enforced, and followed syncreon’s Change, Incident, and Problem management processes. Adhered to syncreon’s purchasing processes ensuring that all IT equipment is properly tracked throughout the hardware life-cycle.• Provided onsite support for new site launches, server/network refreshes, and other projects as required. • Performed a vital role in the testing and deployment project of McAfee Web Gateway throughout the company for a successful rollout.• Participated in several site launches for Kansas City, KS (Harley Davidson), Spartanburg, SC (BMW), and Columbus, OH (Verizon). Helped in moving and configuring servers, imaging PCs, thin clients, printers, and setup packing cells with IT equipment on the production floor.• Worked on a project to resolve the memory loss issue on Motorola RF scanners that resulted in increase productivity across North America technology sites.• Resolved a Harley Davidson RF scanner issue during a site launch in Kansas City to successfully connect to Syncreon network via VPN tunnel.• Created a silent Install AMS SOTI package for RF scanners deployment for remote sites to avoid any user interaction for Installation.

Led a team of technicians at Chicago-land’s busiest Service and Repair store by providing in-house support to customers and businesses on operational or maintenance aspects of equipment and service-related problems. • Supported customers on operational or maintenance aspects of equipment, and served as customer contact on service-related problems by solving complex issues, and delivering solutions that enhance the customer experience.• Used highly technical test equipment and followed rigid test procedures, managed and oversaw all technical testing and repair of handsets, maintained calibration on all diagnostic equipment, adapter, and connectors. • Provided inventory reports to the Retail Store Manager and managed inventory security using computerized database inventory management systems by conducting weekly cycle counts.• Supported installation and upgrades on Windows, Blackberry, and Android-based software on customer devices and laptops.• Possessed well-developed interpersonal and supervisory skills with the ability to interface at all levels both internally and externally. • Worked as a Supervisor from Nov 07- May 08 and managed a team of 16 Technicians at the busiest locations of Chicago land area by managing weekly 1-1’s with employees and monthly meetings to communicate Service and Repair updates and goals.• Implemented policies and best practices resulting in higher customer satisfaction and metrics including repair rate, repair time, productivity for Illinois and Wisconsin market by reducing wait time, ordering parts, and making service appointments.• Performed Service and Repair monthly checklist on all stores to comply with company methods and procedures by daily store visits to ensure all representatives were on board with company metrics.• Facilitated several RMS back-office training for area sales managers that improved daily store operations and resulted in satisfied corporate audits.

Bolingbrook, Il

Provided customers with technical and consultative support for new and existing 3G products and services.• Received a “Peak Performer Award” for exceeding company metrics like average call handling time, issue resolution, and customer satisfaction.• Demonstrated solid understanding of wireless web and modem card applications used via handset and laptops.• Provided technical troubleshooting, as well as handling billing inquiries and general questions about products and services in a professional manner.• Maintained user account and their security to 900-1000 users. Logged approximately 50-60 call resolution issues daily that improved inbound call and CDMA system trending.• Chosen to oversee call center area due to strong job performance that ensured consistent operation in the absence of team leader.