Associated Software QA Engineer:• Planned strategy and management of on-shore and off-shore teams in the testing process of multiple products simultaneously.• Managed multiple small projects as Scrum Master using Scrum Management.• Created project test plans, test schedules, resource schedules, test cases, project reports and release memos.• Created, implemented and improved processes.• Performed test execution on multiple complex integrated software products.• Conducted defect management and analysis of root cause of program defects.• Teamed with Technical Support to address particular customer concerns.• Supported marketing department with Help content, Readme files, Quick Start Guides and Installation Guides.Product Support Specialist: • Assisted customers with designing, consulting, and troubleshooting hardware/software concerns via phone, email and fax.• Documented program defects and detailed steps to recreate said defects.• Assisted the Professional Services department with creating customized check sums and conditional/logical sting functions to customize label designs.• Provided detailed documentation of customers’ requests for program enhancements; analyzed these requests and assisted R&D with recommendations.• Improved department processes; decreased length of calls and improved phone hold time.Technical Support Specialist:• Created and certified shipping compliance labels for major companies like Sears, Wal*Mart and GM.• Tested new programs, printer drivers, service pack releases and provided detailed documentation to programming engineers.• Tested, monitored and resolved customer problems.• Created technical documents for web site, fax system and internal knowledge base.Specialties: Strengths include project leadership, project planning, liaison between departments, process improvement, customer relations, recognizing product errors, detailed documentation, and facilitating between customers and development to improve product quality and service. My values consist of, honesty, integrity, respect, self-motivation, customer focus, and teamwork.