Nora Tobon Email & Phone Number

Irvine, California, Us

San Jose, California, Us

Provided primary support on product usage and technical support through direct customer contact for CA Technologies’ Clarity Project and Portfolio Management product (CA Clarity PPM). Answered questions about product function and assisted customers with troubleshooting any technical issues.CA Clarity PPM manage your entire innovation lifecycle, including project and portfolio management, demands and resources, financial and time tracking from a single platform. Collect, prioritize, assess and deliver projects, portfolios and products, and empower people enterprise-wide, with a single system of record.• Take ownership of complex and highly escalated technical customer issues• Consistently achieving customer satisfaction ratings above 98%.• Researched and investigated technical problems to determine the root cause and advised customers on solutions.• Analyze customer logs and diverse customer environmental data to troubleshoot and recreate issues on approved test systems.• Created internal test systems on Virtualized machines as well as on local systems, and restored customer dataset (Oracle and SQL) to recreate issues which were not reproducible on generic systems.• Querying Oracle and MSSQL databases to verify the data when customers reported discrepancies in the Tool as well as querying any errors found in the log files.• Verified, reported and documented software defects identified by customers in everyday use of the products. Worked with the Development teams to analyze and provide a solution in turn increasing product quality. • Log enhancements for the application.• Work independently to appropriately prioritize workload and backlog; escalate issues to next level that require code interpretation to resolve.• Provide coaching and mentoring to less-experienced team-members to assist with progressing issues, troubleshooting and recreating customer issues.• Enhance a positive customer experience by creating high quality knowledgebase documents.

Bellevue, Wa, Us

Testing Engineer for Remedy, Ultra Verint, SIVR (Speaker-Independent Voice Recognition), Aceyus products (CDR Vault, RealDash). Quality Center.• Testing Engineer for applications: Remedy, Ultra Verint, Aceyus products (CDR Vault, RealDash). SIVR (Speaker-Independent Voice Recognition).• Reviewed and approved Business Requirements, Functional Specifications, Impact Assessment documents.• Ensured all milestone dates are met for completing testing.• Created project and functional requirements in Quality Center. For tracking purposes, mapped functional requirements to project requirements and mapped the test cases to functional requirements.• Created test plans, test cases, exit report (test results). • Identified the test environment and data needed for the project.• Conducted and coordinated testing activities• Identified, isolated and clearly documented software quality issues and logged them into the defect tracking system (Quality Center). Recommended and tested fixes to software defects and confirmed resolution.

Boston, Ma, Us

Software QA LeadDelivered high quality of the following applications on time:QA Lead for Proficy Real-Time Information Portal (RTIP) Software. Proficy Real-Time Information Portal is a web-based tool for accessing, analyzing and visualizing production information. It is a web-aware server application that relies on the Microsoft Internet Information Services (IIS) web server, the Java Plug-in runtime environment, and the Microsoft Internet Explorer web browser.QA Lead for Batch Executive Software. It is a powerful recipe management and batch execution software system. It uses ISA S88.01 standard model to define the available equipment, recipes, and the steps involved in manufacturing a product, and provides graphical interface for a complete batch control and monitor system.• Ensured product functionality was consistent with design documents, test cases/test plans and industry operations.• Coordinated and communicated with development and marketing on system functionality.• Developed the QA Schedule for the release. Developed the QA Strategy for the release.• Translated marketing requests into testable use cases and software test plans. Lead development of test plans covering the major components of the software. Lead executing of test plans for product functionality.• Identified, isolated and clearly documented software quality issues and logged them into the defect tracking system. Recommended and tested fixes to software defects and confirms resolution.• Tracked and communicated all quality metrics to the project team and stakeholders.• Transitioned RTIP product to GE Fanuc India giving clear directions and assigning tasks to QA Engineers.

New York, Ny, Us

• Researched and resolved customer concerns, consistently achieving customer satisfaction ratings above 95%. Provided advanced telephone, e-mail, and web support to customers and affiliates, answering questions regarding function and usage of PRISM and PROTEAN software manufacturing and logistic modules. Marcam’s PROTEAN and PRISM solutions are process manufacturing (ERP) software for Client Server and AS400 platforms. • Independently communicated directly with national and international customers, efficiently solving a wide range of complex applications problems. • Acted as support representative with the development team located in India, assigning priorities to the defects and enhancements,and reviewing the software fixes.• Acted as support representative representing the customers’ best interest for product development, ensuring supportability and customer satisfaction. Reviewed designs for enhancements and new functionality.• Performed QA testing on new software releases.

London, United Kingdom, Gb

Same as Senior Product Support Consultant at SSA Global

• Provided application and technical support for customers in Colombia using Marcam's PRISM software manufacturing and logistic modules. Evaluated, analyzed and resolved application support issues. Reported software issues to Marcam Customer Support.• Provided lead implementation consulting, business analysis, planning, training and software support to process manufacturing firms. Primary focus: Customer Order Management, Purchasing, Inventory, Production, and Planning modules.

Education record

Business Administration

Education record

Software Engineering/Computer Science, Engineering

Master In Automation And Production Computerized Techniques