1. ALEXANDER S. CAMPBELL
11783 Bayfield Court – Reston, VA – 20194 – 703.587.7627 – alexandercampbell562@gmail.com
QA ENGINEER/SENIOR SOFTWARE SUPPORT ENGINEER
INTERNAL/EXTERNAL SUPPORT ~ SOFTWARE DEVELOPMENT & TESTING
CRM
Software Development
SAAS Support
Quality Assurance
Software Testing
Product Management
Technical Troubleshooting
Software Requirements
24/7 IT Support Programs
Wireless Networks
Highlymotivated SAAS Support Engineer and QA professional with 15+ years of
proven experienced. Skilled in troubleshooting, analyzing and resolving complex
technical problems, utilizingadvanced resolution procedures.
Key Skills:
• Outstandinganalytical, testing, problem-solving skills.
• Superior communication (oral and written), customer service oriented with
interpersonal skills.
• Both independent and team worker, asrequired.
• Exceptional telephone etiquette.
• Abilityto multi-taskand prioritize effectively.
• Professional, Poised and Patient when dealingwith difficult clients.
CAREER PROGRESSION
TECH FIT 360
SENIOR PRODUCT MANAGER TESTER -OCTOBER 2015-PRESENT
Coordinated Technical Product testing, consumer testing, and comparative testing. This is all based on configuring, as well measuring
comparative analysis for the performance of IT devices such as the latest smartphones, smartwatches, tablets, while writing technical blogs,
and producing online video reviews for each of the products, resulting in over a thousand subscribers.
MICROSOFT - April 2011 – September 2015
CLOUD CRM SENIOR SUPPORT ENGINEER
Provided critical support for largest clients holding the Premium Support package. For customer facing issues, act as the primary escalation
and prioritization point, and coordinate with Hosting, Engineering, Sales, and Product Management to see them through proper resolution.
Assisted as a decision maker in Premium support processes as well as planning the implementation of process changes affecting the
department and its larger role within the company.
 Client Service: Delivered elite customer service through responsive interfacing, problem assessment, prompt
determination of corrective actions and comprehensive follow-up.
 Leadership/Senior Support: As a Senior Support Engineer for the Premium support group, I mentored, guided, and
fostered the growth of the group as professionals, making operational decisions needed to run the team and ensure
proper and highly technical resolutions were provided on a timely basis to Premium clients.
Core Responsibilities
 Provided Tier 2 Support for Microsoft Parature’s CRM ticketing System for clients.
 Supported Business Objects Reporting, Live Chat, Knowledge Base, Email, and Surveys.
 Conducted Customer Conference Calls/Training via Go-to Meeting sessions.
 Work with Product Management and Development advocating customer enhancement requests.
 After hours 24x7 on-call emergency engineer for assigned accounts.
 Interfaced with Product Management/Software Engineering regarding client issues.
 Served as an escalation point for critical issues.

2. BAMBOO SOLUTIONS- March 2010 – April 2011
APPLICATION SUPPORT SPECIALIST
• Provided technical support for over seventy web parts developed for Microsoft SharePoint.
• Assisted System administrators in performing server installs via WebEx sessions.
• Tested all web parts prior to their release via the use of automation tools.
• Installed and configured test instances, to replicate client software issues.
PLATEAU SYSTEMS- September 2008 – August 2009
TIER 2 SOFTWARE SUPPORT ANALYST
 Provided second tier telephone support for LMS application usage and technical issues.
 Effectively supported all customer requests to identify application issues and defects.
 Provided support via phone, email, and web ex sessions for customers.
 Used CRM software to track internal and external customer interactions.
 Facilitated and effectively communicated product and company information to clients.
 Coordinated with other departments to identify defects and resolve issues.
 Logged complex customer inquiries and provided appropriate follow up via the support portal.
 Performed testing on software enhancements.
VOVICI CORPORATION- April 2004 – August 2008
SENIOR QA ENGINEER/SENIOR SUPPORT ENGINEER
Established and drove technical support function in a startup environment. Raised support function productivity by
revamping portal to include FAQs and other support materials that helped customers independently resolve common issues.
 Performed functional, GUI, regression, system integration, user acceptance, and configuration testing for all web
based applications.
 Worked closely with developers and product management on troubleshooting and verify defects.
 Managed and coordinated the Microsoft ISV company certification program; ensuring that our SAAS. models were
certified via the Microsoft Partner Software Solutions Program.
 Provided tier II support for proprietary and customized web based applications.
 Recognized by management for providing exceptional customer service.
 Promoted to the corporate development team in a Senior QA role after a year of service on the support team.
VALUE OPTIONS, IT- February 2001 – March 2004
EDI SUPPORT ANALYST/QA ENGINEER
 Coordinated the retrieval and analyzed all customers EDI electronic data transmissions.
 Provided support for over twenty EDI applications and healthcare form types on a daily basis
 Managed the support process of all healthcare providers.
 Served as the Senior POC (Point of contact) while managing the migration from a standalone application (EDI Claims
Link) to a web based infrastructure (E-provider)
 Tested all EDI submissions for HIPPA compliancy.
 Provided technical support for various healthcare providers ensuring the efficient transmission of their electronic
claims.
 Represented the company at various behavioral healthcare seminars, providing EDI application demonstrations.

3. FANNIE MAE FOUNDATION- DECEMBER 1998 – JANUARY 2001
APPLICATION SUPPORT ENGINEER/Y2K TEST ENGINEER
Performed QA initiatives testing our flagship product, Mornet (Mortgage Network) to provide critical security to com
simultaneously enhanced product quality and cut QA costs by researching several JUnit automated test products to facilitate
unit testing of new code.
 Provided customer service support for the mortgage network which consisted of applications; such as desktop
underwriter and originator.
 Worked on high level, high pressure calls with mortgage lenders, while supporting the transmission of their electronic
mortgage loans.
 Supported over ten embedded systems and eight e-business web based applications for the Fannie Mae client base.
 Created Technical FAQ's based on the most common issues reported by customers.
 Consistently exceeded the call centers statistical percentages pertaining to average call handling time while resolving
incidents.
 Researched complex technical business inquiries for customers; escalating unresolved issues to the appropriate
personnel.
 Provided in depth follow through and updated customers on a daily basis via the incident database for all unresolved
technical issues.
 Tested various e-business applications prior to their deployment in a production environment.
 Created test data for stand-alone and client server mortgage applications.
 Ensured that all testing data adhered to the Y2K Mortgage Bankers association guidelines.
 Verified the successful release of software migrations, updates, and system patches prior to their release.
EDUCATIONAND CERTIFICATIONS
Oklahoma Baptist University 1992-1996
BACHELOR OF ARTS, THEOLOGY
AMERICAN INTERCONTINENTAL UNIVERSITY
BUSINESS MANAGEMENT AND INFORMATION SYSTEMS 2008 –2010
TECHNICAL EXPERTISE
Linux/Unix, TCP/IP, VMWare, XML, Java, HTML, WebEX, SQL, SharePoint, RightNow CRM, Netsuite, Bugzilla, Jira,
SalesForce, Visual Studio Team Foundation Test Server, Wireless Networks such as 802.11b, g, and n.
| E-BUSINESS CERTIFIED | SOFTWARE SUPPORT CERTFIED | EDI CERTIFIED PROFESSIONAL | SOFTWARE TESTING CERTFIED |