Technical Lead Resume Example

Hired by: Lily Robotics

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Technical Lead Resume Example (Full Text Version)

Jack Kardashian

Address: Parker St, Berkeley

Email address: hello@kickresume.com

Phone number: contact hidden

Profile

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.

Education

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

Skills

Communications

Written Comms

Verbal Comms

Training/ Onboarding

Content Generation

Platforms

ZenDesk

Testrail

JIRA

CenterCode

Netsuite

Technical

Troubleshooting

Software QA

Firmware QA

Networking and Routing

Command Line

Hobbies

Exploring distant lands

Getting lost in a good book

Capturing moments

Feeling the music

Every kind of sport

References

Available upon request

Position Overview:

Technical Lead

A Technical Lead is usually a software, sometimes a hardware engineer who takes care of leading a team in a company to maintain a project’s technical direction. They are involved in establishing the technical vision, resolve any technical disagreements, and manage the technical quality of what their team delivers. A Tech Lead can find themselves co-leading a group of workers with someone involved in marketing or a product manager, who is tasked with oversight of the entire development process. Therefore, communication skills and other soft skills, like being able to work in a team, are as important for this job as is one’s technological prowess.

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