Software QA Engineer at Fortinet (2022-12 – Present)
QA Engineer responsible for testing and validation of security firewall products
- Developed and executed migration test plans to transition legacy FortiGate configurations to newer hardware; performed interface mapping and policy audits to ensure seamless cutovers with minimal downtime
- Executed 700+ conversion tickets to migrate Cisco, Juniper, and Palo Alto configurations to Fortinet while maintaining a 4.5/5 customer satisfaction rating
- Maintain and troubleshoot devices in the Lab environment required for Quality Assurance
- Collaborated with cross-functional teams to enhance testing strategies and improve product quality
- Conducted regression testing to verify fixes and validate new features in software releases
Technical Support Engineer 2 at Stryker Corporation (2020-04 – 2022-12)
Technical support engineer providing Tier 2 support for healthcare platform
- Diagnosed and resolved complex issues for the Engage Platform, using SQL Server to troubleshoot, modify, and optimize customer software solutions
- Managed the full case lifecycle in Salesforce, providing Tier 2 technical support and escalating critical defects to engineering teams
- Identified and corrected networking misconfigurations between client-server environments and healthcare vendors including Epic, Hillrom, and Philips
- Performed Root Cause Analysis (RCA) on SIP and PBX/telephony integration cases to resolve platform connectivity issues
- Created technical Knowledge Base articles to help customers resolve common configuration issues independently, improving overall time-to-resolution (MTTR)
Network Associate at Synergy Fiber (2019-05 – 2019-11)
Network support associate managing production issues and client requests
- Managed production issues and client requests using QuickBase, ensuring end-to-end ticket tracking and resolution
- Troubleshot wired and wireless connectivity issues to restore services and optimize network performance at the Tier 1/2 level
- Monitored residential network health via SolarWinds to proactively detect and resolve connectivity outages for end-users
- Designed wireless heat maps and calibrated Access Points (APs) to optimize signal coverage for new building deployments
Instructional Student Assistant at San Jose State University (2019-08 – 2020-05)
Student assistant supporting undergraduate networking coursework
- Prepared networking labs and assignments for undergraduate students
- Graded coursework and assisted students with questions on networking concepts and lab exercises
