QA Engineer Resume Example

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QA Engineer Resume Example (Full Text Version)

Ken Thompson

Address: Parker St, Berkeley
Email address:
Phone number: contact hidden


Solution-oriented and hands-on technical utility player, centered in hardware and software testing with additional experience in upper level support in the start up environment. Focused on creating collaborative efforts between support and engineering teams to implement system or product level changes to benefit end users. Experienced in user behavior patterns and potentials areas of product misuse that lead to better testing practices and more complete coverage of edge case issues. Ability to learn quickly, often in high pressure situations, in order to fully understand a new product, platform or any mixture of the two. Proficiency in ZenDesk, JIRA, Confluence, CenterCode, TestRail, Slack and Google Docs. 


08/2010 - 05/2014, B.S. - Communications and Media Science, Clarkson University, Potsdam, NY

Focus in Public Relations within Media

Minor in History

Work experience

08/2017 - present, Embedded Firmware QA Engineer (Contract), eero inc, San Francisco, CA

After joining the eero team, the challenges and daily requirements of my role were entirely based in testing the core operating system of eero's hardware products. In my day to day I primarily focus on:

  • Test case generation and management
  • Test plan execution (regression, smoke, exploratory feature)
  • Bug logging and tracking through JIRA
  • Command line interaction with all generations of hardware
  • Management of testing environments
  • Soldering testing hardware
  • Network level testing
  • CoreOS testing
02/2017 - 07/2017, Sr. Technical Support Lead, Plume, Palo Alto

Joining the Plume team shortly after their December 2016 launch meant my primary goal was to streamline the support and escalation process for both customer service and engineering teams. My responsibilities included:

  • Support training
  • Content generation (for internal and partner teams)
  • Creating QA cycles for production bugs
  • Monitoring NPS to drive development on new features
  • Tier 3 escalation support
  • Hardware log review
  • User bug logging for all production and dev environments
  • Interop test program planning and execution
  • Intern management
11/2015 - 02/2017, Technical Support Lead, Lily Robotics, San Francisco, CA

Joining the team prior to launch, it was my duty to plan and implement a support system ready to handle a brand new experience while testing the product for usability and performance. My focus then expanded to planning and executing on both an alpha and beta hardware testing program. The responsibilities of this role included:

  • Email support
  • Support process and strategies planning
  • Order management
  • Hardware test planning
  • User research
  • Anecdotal data analysis
  • Community management
  • Content creation
  • Developmental product testing and QA
  • Product demonstration
02/2015 - 11/2015, Tier 3 Support Representative, Wink, Schenectady, NY

This role had me at the intersection of our upstate support center and NYC based engineering team. The goal was to leverage the experience of real end users, and those who supported them, to generate quality improvements system-wide. My work included:

  • Developing troubleshooting strategies
  • Providing advanced system-level technical support
  • Product and service training
  • Case escalation management
  • Product QA testing
  • User data analysis
  • Beta product support
10/2014 - 02/2015, Tier 2 Technical Support Representative, Wink, Schenectady, NY

Following Wink's launch, I was transitioned to their dedicated technical support team and gained additional mobility in troubleshooting. In depth knowledge of home networking moved to the forefront and the focus on creative troubleshooting sharpened. My priorities shifted towards:

  • Adaptive troubleshooting
  • Long term user issue resolution
  • Technical support via social media
  • Product integration support
  • Product testing
  • Recruiting
  • Onboarding and training


Written Comms
Verbal Comms
Training/ Onboarding
Content Generation
Software QA
Firmware QA
Networking and Routing
Command Line


Exploring distant lands
Getting lost in a good book
Capturing moments
Feeling the music
Every kind of sport


Available upon request

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