Deborah Matyi
Paxton
Summary
Accomplished in technical support and quality assurance, I excel in problem-solving and teamwork, as demonstrated at IBM and now at HCL Software. My expertise spans technical documentation, application support, testing, training and programming, enhancing product quality and customer satisfaction. Proven ability to mentor and lead teams, I bring valuable technical and collaborative skills to any employer.
Overview
37
37
years of professional experience
1
1
Certification
Work History
Senior L2 Technical Support Engineer
Unica Corp / IBM / HCL Software
04.2010 - Current
- Supported end-user Marketing customers submitting technical issues and questions related to an Enterprise level 15-product Unica software suite, which includes Unica Campaign, Unica Platform, Unica Plan, Unica Interact, Unica Optimize, Unica Deliver and more. This involved providing walk-through assistance, troubleshooting activities, reviewing and analyzing logs and other meta-data, and performing replications of issues to diagnose root case and solutions and/or workarounds.
- Escalated defects and enhancements to L3 Engineering for resolution in future releases. Additionally requested hot fix patches upon customer request.
- Worked closely with Sales, Services, Engineering and Operations teams on various technical issues and acted as client advocate for several customers.
- Received training in Cloud based Kubernetes / Docker in order to support customers using the Unica suite running in those types of environments.
- Took formal week-long IBM training course on WebSphere administration in order to potentially receive a Websphere Administrator Certification
- Officially corporate certified in a Unica Campaign and Unica Plan
- Reviewed product documentation and provided feedback on appropriate changes and defects.
- Strived to always have timely case resolution and closer, making sure to manage time effectively.
- Provided analysis reports to management concerning support backlog
- Worked closely with peers to collaborate on issues and provide possible solutions or avenues to review.
- Received promotion to higher ranking at IBM to take on customer escalations and provide higher level support.
- Trained, mentored and assisted junior support engineers with their case work, customer calls, and understanding of Support processes in order for them to become successful at their jobs.
- Managed triage schedule duty roster for several years.
- Performed Unica product installations and configurations. This included installation and configuration of 3rd party applications such as Oracle and DB2 database servers, Websphere, WebLogic and Tomcat application servers, ODBC database drivers for Teradata, Netezza, SQLServer, MariaDB and others, and configuring Unica products to integrate with other 3rd party applications such as LDAP, SMTP email servers, IBM's Digital analytics, IBM SPSS, Acoustic Campaign and Exchange, IBM Cognos, and SSL certificate installation/setup.
- Created Perl, Unix Shell and Windows OS Batch files to perform database table population using SQL commands, execute external triggers from the Unica suite and to setup and configure database loaders and environmental configuration settings.
- Analyzed database meta-data for accuracy using SQL across various databases such as Oracle, DB2, SQLServer, Netezza, Teradata, MariaDB, PostgreSQL, and more
- Documented knowledge articles and various technical blogs. Routinely posted answers to customer questions on the company Forum page of the website.
- Trained SAAS groups working closely with the Unica product suite running in a dockerized environment in the cloud to better understand the products and environment.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Always met the SLA timing on contact and response back to customers.
- Worked 24/7 on-call duty on as much as 9 weekends per year and some weekdays post business hours to support customers worldwide with critical issues.
- Extremely well-organized and consistent with approach and meeting process requirements.
- Well versed when documenting and have reviewed other peer knowledge articles for consistency, phrasing, technical content and was the sole individual on the team capable of authorizing publication of knowledge articles on the company wide support portal viewed by all customers.
Software Quality Assurance Team Manager/Engineer
Lavastorm / Martin Dawes Corporation
01.2007 - 02.2010
- Designed and executed robust test plans and procedures for regression, functional, and feature testing of Lavastorm's VCDR software application, ensuring clear expectations for project deliverables and timelines.
- Optimized test coverage by identifying gaps in existing test cases and developing new ones as needed.
- Acted as key point of contact for all QA aspects of releases .
- Used SQL to validate test results and recommend corrective actions.
- Conducted thorough regression tests for each software release, minimizing post-launch issues.
- Recommended software solutions such as automated test tools or improved test processes to meet business strategies.
- Created requirements for milestones and monitored completion of tasks for QA team.
- Mentored junior team members, improving their technical skills and overall performance.
- Assisted with documentation updates and reviews to ensure documentation of software application works as documented.
- Trained new employees on the VCDR software system.
Senior Software Quality Assurance Engineer
Pearson Education
08.2004 - 12.2006
- Developed comprehensive test plans and manual test cases, resulting in thorough coverage of all software components of Pearson educational software.
- Collaborated with cross-functional teams to establish project requirements, ensuring software met stakeholder expectations.
- Monitored defect tracking systems, enabling prompt resolution of reported issues and maintaining high-quality standards.
- Led successful integration testing efforts, ensuring compatibility between different system components before deployment.
- Participated in Agile development sprints, collaborating closely with Scrum teams to incorporate QA feedback throughout the development cycle.
- Performed extensive regression testing after each release cycle to identify potential areas for improvement and maintain software stability.
- Managed multiple simultaneous projects effectively while adhering to tight deadlines without compromising quality or productivity levels.
- Developed comprehensive test plans and cases, resulting in thorough coverage of all software components.
- Facilitated risk assessment efforts during product planning stages to identify and mitigate potential software quality concerns before development began.
- Contributed to product documentation efforts, supporting user manuals and technical guides for end users and internal staff members.
Senior Software QA Team Lead/Tech Support/Release Coordinator
Auspice, Inc
03.2001 - 06.2004
- Designed and executed complex test plans for the Auspice TLX software used by cable-modem industry. This involved creation of TLX software programs using TLX-based coding language to execute connectivity, communication and transferrence of instruction to and from disparate protocols, including XML, Java, SNMP, TCP-IP, File I/O, and more.
- Responsible for assisting other QA members in design and plan implementation and mentoring.
- Performed Senior level Technical Support for cable-modem industry customers to troubleshoot, analyze and resolve problems.
- Submitted defects and performed testing of defects for various releases.
- Responsible for generation of all customer FlexLM license keys, deployment of new website material across a clustered website setup, creation of CD-ROM and Shrink-wrap software packages and delivery to customers.
- Worked closely with Sales, Services and Engineering to track and maintain defects, enhancements, environment changes and releases for quality and timely delivery.
- Assisted in design and testing of customized solutions using TLX software for specific customers.
- Planned, developed and executed training materials for several week-long Auspice TLX Training programs for new employees.
- Managed a team of 2-5 persons for both QA testing and Tech Support providing status updates, testing analysis and overall employee performance metrics to upper management.
- Delivered excellent results under tight deadlines by managing workload distribution among team members effectively.
- Handled multiple projects simultaneously while maintaining high levels of quality assurance standards.
- Documented testing procedures for developers and future testing use.
- Kept scripts and test cases updated with current requirements.
- Tested functional and compatibility of new programs or updates in comparison to existing applications.
- Built automated test scripts to handle repetitive software testing work.
- Assisted Engineering with all Release Build creation and branching in CVS release system.
Software Technical Support Engineer
Centerline Software / CenterLine Dev. Systems
01.1997 - 01.2001
- Performed Technical Support Level 2 duties for C and C++ language compilers and debugging tools and testing tools for many Unix variants (Sun, Solaris, HP-UX, AIX, MP_RAS, Ultrix, and more)
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided assistance with debugging C and C++ programming code and Makefile related issues submitted by end-users by using alternatives for better performance and resolution of errors.
- Replicated various issues reported by end-users in order to file defects and enhancements with engineering.
- Assisted in testing various software releases
- Responsible for all FlexLM license key generations and delivery of shrink-wrapped software and documentation to customers.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Documented faults and bugs for referral to development staff for use in updates.
- Earned recognition from management for consistently delivering exceptional service quality.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Documented knowledge articles into internal system based on support case submissions with problems and their solutions.
- Sole programmer/developer responsible for designing and implementing an automated Support Center on company website used to provide technical support to customers. This involved installation and configuration of a Unix server running Solaris OS, Apache web server, MySQL database, CGI, Oracle to MySQL database content migration and database schema design, knowledge article transfer/migration, FlexLM license key generator, and all HTML, Javascript, and Perl programs to be used.
Technical Support Engineer
REALink Systems
04.1995 - 12.1995
- Performed technical support assistance for a Real Estate software package for the Multiple Listing Service (MLS) including responding to support requests from end-users and patiently walking individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Earned recognition from management for consistently delivering exceptional service quality.
Senior Quality Assurance Engineer
Thomson Financial Services / Thomson Reuters
09.1993 - 04.1995
- Developed and executed comprehensive test plans and procedures related to functional, regression and feature testing of Stock Market financial trading system.
- Collaborated with developers and project managers to assess program capabilities, features and testing demands.
- Met tight deadlines to satisfy client demands and project timelines.
- Conducted root cause analyses on critical defects, recommending improvements to prevent future occurrences.
- Improved software quality by developing and implementing comprehensive test strategies for new products and features.
- Supported the successful launch of numerous product releases by coordinating QA efforts, including test planning, execution, and reporting.
- Developed strong working relationships with stakeholders to set realistic expectations regarding product deliverables and timelines.
- Reduced product defects by designing and executing detailed test plans using manual testing methods.
- Assisted actual customers in troubleshooting issues to identify find root causes, solutions and/or workarounds.
- Optimized test cases to maximize success of manual software testing.
Software Quality Assurance Engineer
MathWorks
10.1992 - 07.1993
- Developed and executed QA test cases and procedures for functional, regression and feature testing of MatLab software
- Reduced defect rates with thorough manual testing, ensuring all use cases were covered before deployment.
- Collaborated with QA analysts to establish, meet and maintain quality assurance thresholds based on best-practice tools.
- Tested software to assess optimal in-project deployment.
- Supported successful product releases by performing regression testing on existing features after each update cycle.
- Collaborated with developers to ensure timely resolution of identified issues, enhancing overall product performance.
- Tested functional and compatibility of new programs or updates in comparison to existing applications.
- Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing QA perspective.
Software Quality Assurance Engineer
Credence Systems
03.1992 - 10.1992
- Developed and executed QA test cases and plans for testing on-board software for semi-conductor test equipment.
- Improved software quality by designing and implementing comprehensive test plans, identifying bugs, and suggesting improvements.
- Reduced defect rates with thorough manual testing, ensuring all use cases were covered before deployment.
- Created detailed bug reports complete with reproduction steps, enabling swift resolution by developers.
- Contributed to project planning efforts, estimating time required for completion of QA activities and adjusting as necessary throughout development cycles.
- Attended IEEE quality assurance training and received IEEE certification for quality excellence.
Software QA Testing Engineer
Raytheon Missile Systems
06.1988 - 10.1991
- Designed and executed comprehensive test plans and performed testing including functional, performance and regression tests for the Patriot Missile System's Fire Platoon Tactical Initialization and Tactical Trainer software.
- Programmed automated scripts and applications using C and Pascal to perform automated testing where no automated testing existed.
- Supported successful product launches by rigorously validating feature functionality against detailed requirements specifications.
- Documented defects and worked with Engineering to replicate and troubleshoot
- Developed thorough test plans, outlining clear objectives, strategies, timelines, resources, and deliverables for each project.
- Performed Radar data analysis using complex mathematical functions and equations from testing result outputs
- Complied with quality and information security policies and procedures.
- Contributed to project plans by providing time-scale estimates.
Education
No Degree - Single Artificial Intelligence Course
Fitchburg State College
Fitchburg, MA01-1989
Bachelor of Arts - Mathematics
Regis College
Weston, MA05-1988
No Degree - Computer Science
Worcester Polytechnic Institute
Worcester05-1986
Skills
- Customer Technical support, Technical troubleshooting, Problem-solving, Root-cause analysis
- Principle Quality Assurance testing
- Technical documentation
- Software Application installation
- Teamwork and collaboration
- Technical expertise & Product knowledge
- Training and mentoring
- Programming languages; C, Perl, Pascal, LISP, Unix Shell, Windows Batch, can read/understand C, Java and Python
- Other: Unix/Linux, Windows-OS, HTML, XML, SQL, Oracle, SqlServer, MariaDB, Teradata, Database Loaders, All 15 Unica Enterprise products, FlexLM, Web servers, J2EE Web Application Servers, Client/Server applications
Accomplishments
- Received IBM corporate certification in enterprise level Unica Campaign and Unica Plan products.
- Took IBM Websphere Administration training to potentially become a Websphere Certificated Administrator
- Sole-developer responsibel for installation, configuration and design of an entire website to automate technical support cases and submissions.
Certification
- IEEE certified in early 1990s
- HCL Unica Campaign and HCL Unica Plan certified
- Former nationally certified Motorcycle Safety Foundation Instructor/Coach (26 years, now retired)
Languages
English
Native or Bilingual
Interests
- Crocheting, Knitting, Cross-Stitch and various Needle Art Crafts
- Avid Movie fan
- Figuring out Logic problems and Puzzles
- Video Gaming
- Motorcycling
Timeline
Senior L2 Technical Support Engineer
Unica Corp / IBM / HCL Software
04.2010 - Current
Software Quality Assurance Team Manager/Engineer
Lavastorm / Martin Dawes Corporation
01.2007 - 02.2010
Senior Software Quality Assurance Engineer
Pearson Education
08.2004 - 12.2006
Senior Software QA Team Lead/Tech Support/Release Coordinator
Auspice, Inc
03.2001 - 06.2004
Software Technical Support Engineer
Centerline Software / CenterLine Dev. Systems
01.1997 - 01.2001
Technical Support Engineer
REALink Systems
04.1995 - 12.1995
Senior Quality Assurance Engineer
Thomson Financial Services / Thomson Reuters
09.1993 - 04.1995
Software Quality Assurance Engineer
MathWorks
10.1992 - 07.1993
Software Quality Assurance Engineer
Credence Systems
03.1992 - 10.1992
Software QA Testing Engineer
Raytheon Missile Systems
06.1988 - 10.1991
No Degree - Single Artificial Intelligence Course
Fitchburg State College
Bachelor of Arts - Mathematics
Regis College
No Degree - Computer Science
Worcester Polytechnic Institute
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