Michael Waxman

Experience

• 

  Thomson Reuters

  Mar 1997 - Apr 2008

  • Responsible for the effective planning, development and implementation of manual and automated testing programs, test plans, and testing checklists.• Leads a team of up to five testers.• Administers change control processes to ensure detection of all major defects.• Transmits technical information to department, programmers, developers and coordinators.• Participates directly and indirectly in project status and prioritization meetings for Thomson product development.• Evaluates and reports on QA processes, makes recommendations to superiors on improving processes, and implements efficiencies and appropriate staffing. Show less • Provide first-level technical support for both sales representatives and end-users for 28 desktop and 16 web-based ISI products.• Respond to calls, emails, letters, faxes, and other technical communications.• Staff the phone system 65% of the time.• Log all calls, emails, etc. as cases in VANTIVE tracking application.• Participate on Project Management teams for developing ISI products.• Attend weekly bug status meetings for assigned projects; represent the interest of customers during meetings.• Test releases during QC process and report bugs as per procedure, and edit Help documentation.• Train ISI Help Desk staff in the use of ISI products and departmental troubleshooting procedures.• Document and describe solutions for bug fixes.• Represent customer suggestions in the form of Enhancement Requests to Project Management. Show less

  • Quality Assurance Technician II

    Jan 2002 - Apr 2008

  • Technical Support Analyst

    Mar 1997 - Jan 2002
• 

  Bioclinica

  Aug 2008 - May 2016

  • Designated department trainer for all new Help Desk hires.• Author of all instructional documentation to support all newly-acquired products.• Content creator and author of all documents on department knowledge base.• Reviewing work orders for QA compliance, and providing feedback to Level 1 and Level 2 agents.• Determining the escalation path outside of Level 2.• Validating processes and procedures with internal Bioclinica departments to ensure compliance.• Keeping department head advised of current issues.• Providing job-specific training to technical support staff as new products are created and/or acquired.• Acting as backup and adviser for Level 2 Analysts. Show less

  • Training Specialist

    Nov 2015 - May 2016

  • Process and Training Analyst/Sr. Help Desk Analyst

    Aug 2008 - Nov 2015
• 

  Kerr Dental

  Jun 2016 - now

  Technical Support Specialist